Smartsheet Reviews

Overall, I would say that Smartsheet has provided our organization with the support that it has needed in our over 5 years of using the software. We have not had an issue outside of user management and that was handled within adequate time. New features always take their toll on our users, but it is always handled well and the learning curve is never too large.

Though I receive emails from an account manager at Smartsheet regarding account renewal, payment, etc., when I respond to those emails, I don't receive a reply. Online support, FAQ, etc. is fine, but direct contact over email should be much better than it is.

We never had to contact Smartsheet support.

I give this rating because it fills a niche in the market. MS Project scares many away from proper task management but there are limited tools our there, especially cloud-based that are mobile-friendly. Smartsheet fills this market gap, especially for small to medium-sized businesses. IT is not fair to compare it to MS Project, but fairer to see what gaps it fills.

I have had several instances during my history with Smartsheet where I have needed assistance to solve a problem. I have been able to research videos and forums that have ample resources and examples for me to learn from. Additionally, Smartsheet offers significant in-house resources to help individuals with issues as well. They have several tools to help understand formula translations, dashboard creation, and sheet linking. In my opinion, they have an incredibly adaptive and responsive helpdesk to better assist users.

I have not contacted support very many times, so I just don't have much to go off of on this.

I've never had to use support. We find it easy to learn and set up, though a user guide may be helpful for advanced functions or teaching other teammates

I have not had many instances to use SmartSheet support. The few interactions I have had have been helpful, but I don't have much to go off of in this category. Maybe that's a good thing if I've been using the tool for 2 years and haven't really had to reach out to support very often?

This is a great tool for anyone that needs to track ANY kind of data. From Accounting to Project Timelines to Invoicing to Document Library, this is an awesome tool worth investing in.

Support hasn’t been necessary for our experience apart from the initial setup.

Never really reached out to them.

Overall it worked great for what my company wanted to get accomplished. Implementing this new software eliminated daunting tasks, which allowed for more time management. Production began to see improvement while operations were able to follow the trends. I would rate Smartsheet overall as very good being more compatible, user-friendly, and decent budget costing.

It's pretty good, although all email based.

Smartsheet is excellent software for small businesses and agile teams within large organizations alike. It's not overly expensive for the functionality you receive and sports an intuitive interface in a format that everybody is familiar with. I give it a nine instead of a ten only because the jump up into Enterprise and Premier pricing is quite large.

Our account manager is excellent. She is always in touch and did a Lunch & Learn for our company.

Stable software doesn't crash. Never needed support.

I give it a high rating because theb person in it team who manages it does a great job of handing the account for us.

Overall, our experience has been good, in regards to response times and overall support for our needs and how we utilize their product. We have not had any issues that have not been responded too. The experience with their support teams has been adequate, as they have offered alternatives to features not supported and additional training when required.

It's helpful but I feel other products could provide more comprehensive assistance.

I did find that at times I needed support beyond the very helpful user forums. I emailed the company and was able to get a response in a reasonable time.

It has a very active and responsive support team, which operates 24/7 to guarantee client satisfaction.

This is an easy to use powerful program, and I think its a good software equivalent for the money.

I have never really had to contact support

I think it can be improved because it delays the processes when issues occur and there is no support. I suggest that in the next version release they have telephone support or live chat. Through the electronic medium, although a response is obtained, it is delayed and untimely which generates delays in the processes and execution of the tasks. We need technical support that is available 24 hours a day and that provides real-time assistance.

They not only helped us with the setup but also in the initial training.
We had an issue where we were using Smartsheet for free and with multiple accounts, and they helped us with combining all the open accounts and moving the exiting data to our new account. So, there was no data loss and they helped move Excel-based formula data easily to the new sheets.