Get help from ProjectSmith support
ProjectSmith is supported by the ProjectSmith support team. You can ask for help from any page in the app, or by email. Everyone with a seat can raise a request; Owners and Admins can also see every request raised in their workspace.
Ask from inside ProjectSmith
Section titled “Ask from inside ProjectSmith”- Select Get help in the top bar, on any page.
- Check the help site first: Open help.getprojectsmith.com and search for your question. Most answers are there.
- If you still need us, fill in Subject and What happened? Say what you were doing, what you expected, and what you saw instead.
- Select Send request. You land on the request, with its reference (for example PS-SR-1042).
Screenshot placeholder: the Get help panel, with the help-site link above the request form.
What is sent with your request
Section titled “What is sent with your request”So we don’t have to ask, the request carries a few details automatically. Sent with your request, under the form, lists them before you send:
- your workspace and your name, from your sign-in
- the page you were on
- your browser
- the version of ProjectSmith you are running
- the last few errors the app saw in this browser tab, if any (the message only, never your data)
Nothing else is collected, and nothing is sent until you select Send request.
Ask by email
Section titled “Ask by email”Email support@getprojectsmith.com from the address you sign in to ProjectSmith with. The email becomes a request in your workspace and shows under My support requests, as if you had raised it in the app.
If you email from an address that isn’t a user of your workspace, or one that belongs to more than one workspace, the support team files it by hand, so the reply may take a little longer.
Follow replies
Section titled “Follow replies”When the support team replies, you get an email and the request shows Waiting on you. Reply either way:
- in ProjectSmith: open My support requests from your name in the top bar (or Get help > My support requests), open the request, and use Send reply
- by email: reply to our email and keep the reference (for example
[PS-SR-1042]) in the subject, so your answer joins the same request
A request moves through Received, In progress, Waiting on you, Resolved and Closed. Replying to a resolved or closed request opens it again.
Screenshot placeholder: a support request with the thread and the reply box.
Common questions
Section titled “Common questions”Can my colleagues see my support requests?
Section titled “Can my colleagues see my support requests?”Only your workspace’s Owners and Admins. Under My support requests they can switch to Whole workspace. Other people see only the requests they raised themselves.
Does ProjectSmith support see my projects and timesheets when I raise a request?
Section titled “Does ProjectSmith support see my projects and timesheets when I raise a request?”No. A request carries only what is listed under Sent with your request and what you write. If the support team needs to look at something in your workspace to help, that access is recorded in the audit log.
Why didn’t my email turn into a request?
Section titled “Why didn’t my email turn into a request?”It probably came from an address that isn’t a user of your workspace. The support team still receives it and files it by hand. To be sure it lands straight in your workspace, email from the address you sign in with, or raise the request from Get help.
Can I attach a screenshot?
Section titled “Can I attach a screenshot?”Not yet. Describe what you see, including any error message word for word; the support team will ask for a screenshot by email if they need one.
I can’t sign in at all. How do I get help?
Section titled “I can’t sign in at all. How do I get help?”Email support@getprojectsmith.com and include your workspace name. See also Sign-in options.