Professional Support Package

Get the most out of Smartsheet with the Smartsheet Professional Support Package. With this package, your team will receive ongoing product support, including online self-paced training with Smartsheet University eLearning, personalized virtual support sessions with a Smartsheet expert (Pro Desk) and 24x7 global customer phone support.

Package details

  • $8/user/month
  • Global phone support
  • Smartsheet University eLearning Access
  • Pro Desk
    • 30minutes per session (1 hour long sessions count as two sessions)
    • 10 sessions per user, per year 
    • 24x5 global hours of coverage (excluding weekends and local major holidays) 

Smartsheet University eLearning includes:

Smartsheet Foundations: A series of interactive courses designed to help you and your team become proficient in Smartsheet. With a combination of interactive exercises and videos, you’ll learn the essentials of Smartsheet and how to incorporate them in your day-to-day work.

Badges: Earn resume worthy badges to showcase your Smartsheet skills. Complete learning paths to earn a badge and display your badges in your social networks. 

Continuing Education: Receive exclusive access to our full library of eLearning, where you’ll learn how to:

  • Manage your account as a System Administrator 
  • Connect Smartsheet with business analytics tools
  • Use new product features and functions
  • Learn in-demand skills related to Smartsheet
  • And much more

 

 

Global Phone Support 

This package also includes 24x7 Global Phone Support coverage, including holidays and weekends, with local phone numbers for US, Canada, Australia, New Zealand and the UK for paid users on this plan.  


 

Pro Desk

Pro Desk offers practical one-on-one sessions with a Smartsheet expert to accelerate your setup time, understand the capabilities of the platform, and get advice on Smartsheet best practices. During a Pro Desk session, your Pro Desk specialist will offer more in-depth guidance on the application, capability, workflows, or processes you are trying to enable.

Customers with Pro Desk access can choose from the following three categories of Pro Desk sessions:

Pro Desk Session: Core Applications

Your Pro Desk specialist will work with you to answer questions related to Smartsheet core application, and give you guidance on how to effectively use Smartsheet to help you plan, capture, manage, automate, and report on work. 

Topics covered are: 

  • Basic Sheet Functionality (Cell Linking, Conditional Formatting, Automated backups)
  • Proofing
  • Document Builder
  • Formatting
  • Forms
  • Formulas
  • Importing / Exporting
  • Sharing and Publishing
  • Smartsheet Reports
  • Dashboards (Charts, Reports, Templates)
  • Admin Center (Group and User Management)
  • Automations (Alerts, Update Requests, Approval Requests, Copy/Move rows, etc.)
  • Project Settings (Dependencies, Baselines, Critical Path, Project Columns)
  • Legacy Resource Management

Pro Desk Session: Smartsheet Advance Capabilities

Your Pro Desk specialist will work with you to answer questions and give you guidance on the use of Smartsheet Advance capabilities and functionality. Applications covered in this session:

Governance & Administration

NOTE: Account Management sessions require a SysAdmin to book.

  • User Management
  • Personal Settings
  • Licensing and Merging Accounts

Data Connection & Integrations

  • Jira
  • Salesforce
  • Data Shuttle

Secure Request Management & Other

  • Dynamic View
  • Calendar App
  • Datamesh
  • Pivot App
  • WorkApps

Pro Desk Session: Process and Portfolio Management at Scale with Control Center

With Control Center, users can deliver consistent, visible projects and processes at scale by driving consistency in work execution and reducing operational risk through automation. In this session, our Pro Desk Control Center specialist will work with you to answer any questions you may have related to Control Center features & functionality, give you guidance on how to effectively use Control Center, and may review your Control Center blueprints for potential improvements.

Prerequisites for this session include the following:

  • Customer(s) must have Lead access to an existing Control Center program & blueprint
  • Customer(s) are recommended to have completed the eLearning training on Control Center or have working knowledge of the Control Center application and your Control Center program/blueprint(s)

 

**Pro Desk Access: Maximum use is 10 sessions/user/year

**Does not include Free Collaborators

Pro Desk is not technical support. It is not intended to design or build solutions. The ideal outcome is clear next steps and a roadmap forward but not a fully built solution. Pro Desk is not a troubleshooting session. Some troubleshooting may happen during your Pro Desk session, but is not the objective of the Pro Desk session. For troubleshooting please contact support by opening a case through our Help Center https://help.smartsheet.com/contact or by calling our support team https://help.smartsheet.com/articles/2479096-overview-smartsheet-support-hours-resources. 

At this time, we do not offer Pro Desk for the following list of applications. We are working to add these in the future. 

  • Resource Management by Smartsheet
  • API
  • Bridge
  • Dynamics Connector
  • Tableau Connector
  • Service Now Connector
  • Event Reporting
  • DataTable
  • SSO/SAML
  • Power BI Connector