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) 

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

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 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.

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

Pro Desk Session: 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
  • Formatting
  • Forms
  • Formulas
  • Importing / Exporting
  • Sharing and Publishing
  • Smartsheet Reports
  • Dashboards (Charts, Reports, Templates)
  • 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 (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:

Governance & Administration

NOTE: Account Management sessions require a SysAdmin to book.

  • 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: 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.

 

Pro Desk 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
     

Pro Desk Session: 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)
     

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
  • DataTable
  • All third-party connectors & integrations not listed in the supported sessions types above