Resolved after 2 hours 49 minutes, affecting Customer Support Portal, on June 24, 2025.
On June 24, 2025, at 11:22 AM PST, the customer support portal experienced downtime for approximately 64 minutes due to a Salesforce deployment. The portal became accessible again at 12:26 PM PST, following the completion of the deployment. During the downtime, from 11:22 AM to 12:26 PM PST, users were unable to access, create, or edit support cases. However, the core Smartsheet application continued to operate without any interruptions during this time.
Affected components
Update timeline
- investigating Jun 24, 2025, 06:43 PM UTC
We are currently investigating some customer reports of issues using the Customer Support Portal. This issue is related to a third party service and has no impact on the core Smartsheet platform. Customers can submit cases via https://help.smartsheet.com/contact/smartsheetapp in the meantime. We will continue to provide frequent updates as we work towards resolution.
- monitoring Jun 24, 2025, 07:25 PM UTC
A fix has been implemented and we are monitoring to ensure continued stability.
- resolved Jun 24, 2025, 09:33 PM UTC
This incident has been resolved.
- postmortem Jun 24, 2025, 11:53 PM UTC
On June 24, 2025, at 11:22 AM PST, the customer support portal experienced downtime for approximately 64 minutes due to a Salesforce deployment. The portal became accessible again at 12:26 PM PST, following the completion of the deployment. During the downtime, from 11:22 AM to 12:26 PM PST, users were unable to access, create, or edit support cases. However, the core Smartsheet application continued to operate without any interruptions during this time.
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