Resolved after 2 hours 31 minutes, affecting Help Center, on October 29, 2025.
Beginning at approximately 1:56 PM PDT on October 29, 2025, some customers began experiencing issues accessing https://help.smartsheet.com, due to a disruption with our third-party hosting provider. The fix was fully deployed and service was restored for all customers at approximately 2:50PM PDT.
Affected components
Update timeline
- investigating Oct 29, 2025, 09:17 PM UTC
We are aware of connection issues with https://help.smartsheet.com/. Please use https://supportportal.smartsheet.com/s/ as an alternative way to create a support ticket. We will continue to provide frequent updates as we work towards resolution.
- identified Oct 29, 2025, 09:44 PM UTC
A fix is being implemented. Some early signs of recovery is observable when connecting to https://help.smartsheet.com/. Otherwise, please use https://supportportal.smartsheet.com/s/ as an alternative way to create a support ticket. We will continue to provide frequent updates as we work towards resolution.
- monitoring Oct 29, 2025, 09:49 PM UTC
A fix has been implemented. We are monitoring this service for stability.
- resolved Oct 29, 2025, 11:49 PM UTC
This incident has been resolved.
- postmortem Nov 04, 2025, 05:56 PM UTC
Beginning at approximately 1:56 PM PDT on October 29, 2025, some customers began experiencing issues accessing https://help.smartsheet.com, due to a disruption with our third-party hosting provider. The fix was fully deployed and service was restored for all customers at approximately 2:50PM PDT.
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