We've been using SmartSheet for nearly a year for all of our project management and coordination needs. There seems to be no end to the usefulness of this tool. It's easy to implement and share, clients pick it up quickly, and it's incredibly powerful for organizing virtual project teams who are located in disparate geographic locations.
The only reason I didn't give the product 5 stars on value is due to the pricing models. However, I see that they've recently changed their approach to this and hope we're able to explore that option soon. It is incredible value for the money, but I'm pleased to see they are adding flexibility to their pricing for boutique agencies like us.
There have only been a handful of occasions where I've needed to contact the help desk with an issue. It's quite intuitive and the help files are easy to navigate. When I have contacted help, they've always been responsive, polite, patient and....helpful. It's been months since we've had to contact help, though. The tool hums along pretty smoothly once you have it up and running.
We just started experimenting with sheet-to-sheet linking, which is kind of game-changer for us. I like how they're always adding updated features like this, and looking to integrate with the tools that are in use in the market. Why reinvent the wheel when you can support your customers' existing behavior. Smart move, SmartSheet.