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
    • 30 minutes 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) 

Also available to purchase for our Resource Management by Smartsheet customers. 

Smartsheet University eLearning

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 includes 24x7 Global Phone Support services. Coverage includes holidays and weekends, with local phone numbers for US, Canada, Australia, New Zealand and the UK. 

 

 

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.

Pro Desk sessions

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

Core Applications (30min)

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 (DocuSign Integration not supported)
  • Formatting
  • Forms
  • Formulas
  • Importing / Exporting
  • Sharing and Publishing
  • Smartsheet Reports
  • Dashboards (Metrics, Reports, Charts, Web Content, etc)
  • Automations (Alerts, Update Requests, Approval Requests, Copy/Move rows, etc.)
  • Project Settings (Dependencies, Baselines, Critical Path, Project Columns)
  • Legacy Resource Management
  • Solution Center Template guidance (template must have setup instructions for support)

Smartsheet Advance Capabilities (30min)

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:

Premium Applications

  • Calendar App
  • DataMesh
  • Data Shuttle
  • Dynamic View
  • Pivot App

  • WorkApps

     

Connector Integrations

  • Jira Connector
  • Salesforce Connector

 

Project and Portfolio Management at Scale with Control Center (60min)

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. Please note that we currently do not support Resource Management and we will not be able to help with it during the session.

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)

  • Strong knowledge of core applications (how to structure your sheets, dashboards, reports, etc.)

    Note: If your Control Center was initially built by our Solution Services, Consulting Services teams, please provide any documentation, videos, or reference material. Please make sure you have reviewed this material before the session.

 

Security Assertion Markup Language (SAML) & Single Sign-On (SSO) (30min)

SSO/SAML Pro Desks are 30 minute sessions aimed to assist in the setup and general understanding of how the SAML Authentication Option functions in Smartsheet. They also cover general Account Management features such as User Management, Personal Settings, Licensing, and User Auto-Provisioning. Account Management sessions require a SysAdmin to book.

Topics covered: 

  • Pre-Setup: Getting you the necessary information you’ll need in order to be successful in setting up your desired SAML Authentication Option. This includes answering general “how it works” questions.
  • Setup: Walking you through the step-by-step instructions to get SAML Setup in both your IdP and Smartsheet. We currently support setup assistance in Azure and Okta for those looking to connect one IdP with one plan.
  • Other relevant Account Management Topics (User Management,  Personal Settings, User Auto-Provisioning, etc.)

 

Topics Not Covered:

  • Unexpected Behavior/Errors (Please open a ticket with our Support Team to troubleshoot these issues)
  • Azure Active Directory Integration
  • Okta Reprovisioning 
  • Okta/SCIM Integration
  • Renewing expired certificates
  • Anything outside of one IdP to one plan ratio
  • SSO for Resource Management
     

Resource Management by Smartsheet (30min)

Resource Management by Smartsheet makes it easy to build the best team for the job, keep project schedules and budgets on track, and confidently forecast hiring needs. Your Pro Desk Resource Management by Smartsheet specialist will work with you to give you practical guidance, provide best practices, and answer any questions you may have about Resource Management by Smartsheet. 

Topics Covered:

  • Resource Management by Smartsheet Panel
  • Analytics
  • Schedules
  • Settings
  • Profile Page
  • Creating/Archiving Projects

Topics Not Covered:

  • Trial Resource Management by Smartsheet Accounts
  • Adding / Removing Licenses 
  • Adding new instances of Resource Management by Smartsheet
  • Unexpected Behavior/Errors (Please open a ticket with our Support Team to troubleshoot these issues) 
  • API
  • SSO for Resource Management by Smartsheet 
  • Legacy Resource Management by Smartsheet (sign up for core app session to get help)
     

DataTable & Live Data Connector (30min)

Your Pro Desk specialist will work with you to give guidance around the setup, configuration and data connections for one or both DataTable and Live Data Connector.  

What’s included in both sessions:

  • Pre-Setup: Getting you the necessary information you need to be successful in setting up new connections. This includes answering general “how it works” questions.
  • Setup: Walking you through step-by-step how to get connections setup. 
  • Common issues guidance: Discuss common "gotchas" surrounding Live Data Connector. If the issue/error goes beyond the scope of Pro Desk (when this occurs during the session), we will assist with routing you to Smartsheet Support.

What’s not included in the Live Data Connector Pro Desk Session:

  • Unexpected behavior/certain errors (handled by Support)
  • Related Topics such as:
    • Plans that are not Enterprise or Business Security related questions - direct customer to posted documentation.
    • Unexpected stoppage
    • Preparing the data - pivot tables, excel work, etc.
    • Mac Users are currently not supported in this session. Window’s users only.
    • Power BI

What’s not included in the DataTable Pro Desk Session:

  • Unexpected Behavior/Certain Errors (This is handled by Support)
  • Related Topics such as:
    • Connections that are not working (error messages, was working previously, etc.).
    • Inconsistent behaviors.
    • Discrepancies between expected/unexpected results.
    • Permissions issues - Access error messages.

       

LIMITATIONS OF SERVICE

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

**Does not include Free Collaborators

Pro Desk does not deliver demos or training. 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. 

Pro Desk sessions are delivered in English only.

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

  • API
  • Bridge
  • Brandfolder
  • Event Reporting
  • All third-party connectors & integrations not listed in the supported sessions types above
  • DocuSign Connector
  • Microsoft Teams Connector