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Updated email settings gives you more control

Today we’ve added a bit more spice to email settings to allow you to control how emails are sent from Xero. This includes both the name that will be displayed in your customer’s inbox – person or organization – and the email address that all replies will be sent to.

The reply-to address can either be the address of the person logged into Xero (useful for smaller organizations). Or it can be any specific email address such as accounts@yourbusiness.com – for when there are multiple people sending and you want to centralize replies.

Check out how it works in this short video.

Note that before the release, we used a technique called email impersonation. This meant that it looked like emails were actually coming from the logged in user’s email address even though they were being sent from Xero’s mail servers. This sometimes causes email to be blocked by spam filters as this is a common hacker’s trick. To avoid this, all emails are now being sent from an unmonitored Xero email address but you get to control the display name that your customers will see in their inbox. You control the reply-to address, so your clients will most likely be none the wiser and you can rest easy that all your emails will make it through.

Some other things that got released today include:

  • Taxable Payments Annual Report (Australia) – we blogged about this earlier this month and even have a quick overview video. Great news for all those Australians in the building and construction industry who are now required to report contract payments to the ATO.

  • eWAY, a new payment service – we’ve added support for eWAY, a brand new payment service

  • Inventory item codes in invoice imports – great news for those of you converting from other systems (or who “encouraged” us to shake the proverbial on this Community request feature). You can now include an inventory item code in your invoice import for and Xero will automatically create the inventory items for you as part of the import process.

For full details check out our release notes.

 

 

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66 comments

Jack Bremer
17 June 2013 #

Great improvement, but I’d recommend allowing us to use out own SMTP server for outbound emails, then I can see them all in my “sent items”.

Just as an option, would be nice.

Danny Summers
17 June 2013 #

This is a cool feature, nice work guys. One thing that would rock is if we could import our own HTML email templates – that way our invoices won’t look so automated & dry (plaintext).

Even being able to add a signature (with contact info + logo) would be awesome.

Andrew Tokeley
17 June 2013 #

@Jack – yep, we did think about going there but decided to keep things simple and available to those who don’t manage their own mail servers (or don’t want to even know what SMTP stands for!). Like you said, could be an option we add later.

@ Danny – agree this would be nice. It’s one of those features that’s on the list but not currently being worked on… so much to do!

Julie Russell
17 June 2013 #

A HUGE “thank you” from all the bookkeepers out here in Xero-land! Finally, one log-in (ours), multiple accounts departments (theirs) – yippee!!

Nigel Godfrey
17 June 2013 #

@Jack, @Andrew – the option to use our own SMTP server would be great. We have some deliverability issues with some customers (ie they don’t receive out invoice emails) which would presumably not be the case if the outbound emails were going through our Google SMTP.

Steve West
17 June 2013 #

Thanks for the effort but would still love to see First Name as a placeholder and HTML more than anything that’s just been added.

Also, a lot of people don’t seem to get my emailed invoices (pretty sure they get filtered as spam). Using our own outgoing mail server (3 more fields, plus maybe a tick box for SSL) would help with this immensely!

Andrew Tokeley
17 June 2013 #

@Nigel – thanks for the feedback, good to know you’d be keen on SMTP, we’ll track demand on this.

In the meantime, hopefully this release will help with any non-delivery issues. Previously we were impersonating the sender’s email address (but still sending from xero.com), this is sometimes picked up by some SPAM filters and is one of the reasons we made this change. Would be keen to see if it helps.

Andrew Tokeley
17 June 2013 #

@Steve – yep we’re looking at extending the placeholders to include First Name. We’re looking at this at the same time as how best to support multiple email addresses (and names), so there could be some confusion about “which” First Name to use when sending an email. Will see what we can do.

Also, see my last comment about this update helping with SPAM filters getting in the way of a good email.

Jacki Knight
17 June 2013 #

The email update is good news – particularly for bookkeepers – thanks guys.

An issue we have with several clients is that they have customers with the same name and have no way to differentiate them that doesn’t look clunky and unprofessional. Hopefully someone is working on that issue? It can’t be an isolated case.

David
17 June 2013 #

Well, that Email thing is a giant fail for me. I added the email address I wanted to use, it sent a confirmation email to that address, I clicked the link in that email to open the approval page, clicked the “yes” button, and the email address remains unusable in Xero. And now that approval link is dead too. So now what?

Rebecca
17 June 2013 #

Hi, I can’t see this includes a better email system for holding their email addresses? We have a number of customers that we need to send the invoice to 2 different addresses (i.e. accounts department and a store) and there doesn’t seem to be an easy way to do this?

David
17 June 2013 #

Removed the email entry and tried a second time. Still no go. Went away and did something else for a while, came back and the new entry as finally selectable. So there’s a considerable delay between approving the email address and being able to select it, it seems.

Mitch Gibson
17 June 2013 #

How far away are we from sending automatic email invoice reminders for invoices that are late?

Huge time saver!

Simon Garner
17 June 2013 #

This is great! I’ve been waiting ages for this.

It’s especially helpful for those people who use Xero for more than one company. Now you can use a single login for Xero (with the handy My Xero menu making it easy to switch between companies), but send invoices from an email address @ each company instead of all companies’ invoices coming from your login email.

David Wood
17 June 2013 #

@Jack, until something better is available,I might send all emails from Xero to me.
On receipt I would edit and send on to overcome any issues.
Something better, I agree, would be preferable. Regards Dave.

Andrew Tokeley
17 June 2013 #

@David – that’s strange, I wouldn’t expect any delay once you’ve approved the use of the email address. I’ll dig in a bit this end to see what could be causing it.

@Rebecca – I’m also looking to make a smaller update to allow you to add multiple email addresses (and names) to a contact record, and then select which one(s) you want an email to go to. Solves a different problem to this update but, agree, still would be useful. No timeframe on this yet, I’m afraid… know any developers?

Andrew Tokeley
17 June 2013 #

@Mitch – haven’t started this work yet, I’m afraid.

Julie
17 June 2013 #

Haha. Yes Xero has made a change. But the Xero blog & video is inconsistent with reality. Now emailed invoices look like they come from Xero & not your company: “message-service@post.xero.com”

Andrew Tokeley
17 June 2013 #

@Julie – we’ve been pretty consistent in saying that you control the “display name” that is used when your emails are received rather than the sender’s email address. Most email clients will display this clearly and not “message-service@post.xero.com” – so your clients still know who sent the email. Further, if they inadvertently reply to this email address (most won’t cause you control the reply-to address too) then they’ll get a response that this is an unmonitored email account.

However, I should have been clearer in the blog about the change away from impersonating email addresses (short story is that this causes some email to be caught as spam and not reaching your clients at all). Will update now and sorry for the confusion.

Andrew Tokeley
17 June 2013 #

Hi, just made an quick update to the blog to address some questions that have been coming through…

“Note that before the release, we used a technique called email impersonation – this meant that it looked like emails were actually coming from the logged in user’s email address even though they were being sent from Xero’s mail servers. This sometimes causes email to be blocked by spam filters as this is a common hacker’s trick. To avoid this, all emails are now being sent from an unmonitored Xero email address but you get to control the display name that your customers will see in their inbox. You control the reply-to address, so your clients will most likely be none the wiser and you can rest easy that all your emails will make it through.”

Michael
17 June 2013 #

@Rebecca @Andrew Tokeley Hi –We also have dozens of clients where we send invoices to two different addresses so a strong vote from me for functionality to add multiple email addresses (and names) to a contact record.

Matthew
17 June 2013 #

If the email still “looks like” it’s coming from our domain – don’t we have to add an spf record on our DNS servers? Please confirm.

Claire Broadley
17 June 2013 #

Xero, it’s annoying that you’re trying to shoehorn your brand into the invoicing process again.

First it was online invoices with the Xero link & login. We switched that off straight away.

Now, all our invoices are being sent from a Xero email address??

The Xero email address appears prominently next to our business name when the invoice is received. Bang, Xero being advertised right in the email header.

I have an add-on called Rapportive in my Gmail, and when I send myself a test invoice, YOUR business information comes up alongside MY invoice.

Please make this email change optional. The previous system was working fine. I’ve been using Xero for a year and nobody has ever told me that an invoice has gone into the spam folder.

James
17 June 2013 #

Great update thanks. Just wondering if this update broke the iPhone app or if it is isolated to me? I get “we’ll that was unexpected” when I try to select an org.

Daniel Harris
18 June 2013 #

Claire Broadley’s comment above is absolutely spot on. The issue of spoofed emails going to spam is simply resolved by correct configuration, and now our customers will be seeing emails arrive from message-service@post.xero.com

That’s a problem, but one we could have figured out a solution to with Xero had you not been so incredibly arrogant as to push out updates to the system before discussing them with the userbase – the customer.

It would be a simple addition to allow us to set the sender address to either the default message-service@post.xero.com or to use the reply to address as the sender address email too – thats one small simple tick box to make everyone happy!

Scott
18 June 2013 #

I have to say, given how long everyone waited for this (and we can measure that in years) it is a pretty underwhelming solution. If that is it, why did it take so long?

john
18 June 2013 #

I fully agree with Claire Broadley

from email address listed as another company people may think it is a scam

Sven
18 June 2013 #

Agree with Claire, this should be optional. I don’t want xero in the email line.

These and the last few new features don’t seem important when there are more crucial things like purchase orders! Where are the purchase orders?

Andrew Tokeley
18 June 2013 #

@Matthew – no, you don’t need to do anything fancy like that. It looks like it comes from you because you control what text is displayed to the recipient.

@Claire – this update was intended to solve a couple of really important issues. Firstly, to guarantee that email is delivered. While, like you, many people had no issues, there were some who either didn’t know their emails weren’t arriving or had to fiddle around with SPF records and the like. This was unacceptable, so we had to do something. The technique we’re using is fairly common in SaaS land and is used by other companies like LinkedIn and Yammer. Secondly, we wanted to respond to the strong demand to stop relying on the logged in user’s details when sending emails.

@Scott – you’re right, we and you guys, have been talking about this issue for a long time. But that’s different than getting a team together to work on it. The best way to track when we start developing a solution is to monitor Community Feature Requests and see which items are set to “Started” – this means we’re actively working on it and the clock is most definitely ticking!

Jason Blackman
19 June 2013 #

I agree with a fair few posters on here – now the email looks like a scam but not only that, it still hasn’t come from the email address I entered (and authorised) so overall – not impressed!

Andrew S
19 June 2013 #

A good addition to the platform, but still more limited than I’d prefer. Our company invoices under three separate brands/websites so I’d prefer to see the reply-to email address be specific to each email template.

John
19 June 2013 #

Happy to see movement on this hot demand request. And I am personally really happy and think the right decision was made to keep it simple for the average user e.g. not having some smtp server solution. The average folk just have no idea about any of that…

But I do really see a negative. I think we should really be able to select which reply to email address and display name we use per customer And or verride per invoice templates. For example I am one company so only have one xero organization. But we have multiple brands derived from multiple websites we run. Each of our websites sell seem form of something and we in turn have a custom branded invoice for each of these websites. I would like to choose the reply to and display name for each invoice so that these match with my website urls and full branding experience for the customer. For example my website http://www.seasonaljobs.co.nz sends out specially branded invoices for this URL only. But when a invoice email receiver replies they will see some other email domain from my company that they are not familiar with and don’t know. This kinda is not nice and for me to be able to really flex the website brands, I want them to be able to reply to billing@seasonaljobs.co.nz and see a display name of seasonal jobs. Then for other website brands I would also do the same.

As a lot of small entrepreneurs are website business orientated guys like me, I am sure I am not the only that would see a benefit here. At the end of the day it only allows more flexibility with this new feature. Really all we need is a default email to use for each invoice template. We already have the default invoice template to use per customer so the connection is already there..

I would like to hear some xero feedback on this, and to know if it was considered but not done and if so what was that reason for that. Maybe there is some good logically reason tht I am not able to think about.

Cheers

James
19 June 2013 #

Completing one feature adds several more feature requests to the list! We have the same problem delivering our SaaS software.
I made a purchase decision with Xero based on its features at the time so I’m more than happy with any functionality you add. Now hurry up with Purchase Orders :)

Andrew Tokeley
19 June 2013 #

@James – an unrelated issue impacted the iPhone app; it was resolved yesterday so hopefully all good now.

@Sven, @James – a yes, all roads lead to Purchase Orders! Check out my recent comments on https://community.xero.com/business/discussion/52941/ – I’m cracking the proverbial to get this out as soon as possible.

@John, @Andrew – yes, we did explored a few other things we could tackle later. Both of your suggestions are good – associating multiple email settings to either the invoice theme or email template could work, as long as we don’t make it harder for the main use case where people only have one identity per Xero organisation. Nothing planned yet, will monitor feedback on this over the next few months.

@James – thank you for the understanding comment ;-)

Nigel Godfrey
20 June 2013 #

+1 to @John and @Andrew’s suggestion about needing multiple brandings. Setting it per template is a good idea.

@Claire’s comments about Xero branding I have some sympathy with. I’ve come round to online invoices because of the green ticks functionality – but it still confuses some of my customers.

The “message-service@post.xero.com” address will definitely confuse some of my customers: I think you consistently underestimate the lack of IT understanding in our customers!

Could you consider making the from address “no-reply@something.xero.com” which at least is typical and our customers may have seen before, and which indicates that you can’t reply to it?

SMTP would solve Claire’s concerns, and also put our outbound invoices in to our sent mail folders which would be another great improvement!

Claire Broadley
20 June 2013 #

Andrew, your reply just re-iterates your reasoning for adding the feature. It doesn’t address my points, i.e.

- Customers legitimately get suspicious when an unknown sender is introduced into a financial transaction. Remember that some of us are now sending payment links on these emails.
- Your clients don’t want Xero branding all over the place. They told you that the last time you did something like this and you ignored them.
- Even a novice user is more than capable of obtaining SMTP details. It’s a basic part of setting up email on a mobile device, for example.
- It’s a good idea not to rely on the details associated with the logged in user, but there are many ways of doing that, not just one.

Yes, some people have problems with invoices going to spam, but this is entirely the wrong way to solve the problem. I’m a SaaS reviewer incidentally, so I am familiar with the way these services send emails. But these services are NOT part of my accounting process and are NOT sending emails directly to my customers.

Am I going to have to switch accounting software, Xero, or are you going to make this optional?

Andrew Tokeley
21 June 2013 #

@Claire (and others concerned over this change) – we certainly haven’t ruled out adding SMTP support at a later date. It was something we considered and I had some conversations about this with people on Community and elsewhere. However, in the end we decided against it for this release.

The solution we have chosen is the most reliable approach to ensure all our customers’ emails get to their destination. Email comes from mail servers that we manage and monitor. What’s more, most recipients of these emails will be completely unaware that it is now (truly) coming from a Xero address. Certainly for me, on Outlook and Gmail, I only see the display name (that you can control) and have to drill in further to see the underlying sender’s email address. This was also true for other email clients we tested. And when I reply, it’s your email I would see.

I’m interested to know how others have experienced this, because it wasn’t our intent, as @Claire puts it, to have “Xero branding all over the place”!

One of the issues with the SMTP approach is that it takes the control away from Xero and places it with another mail provider. This would make it more difficult to know where a failure occurred should an email not arrive. Delivery is everything when you want to get paid! However, I appreciate these risks could be measured (by yourselves) against the advantages some of you have mentioned. So, my approach at the moment, is to measure feedback and see whether the concerns you’ve raised are widespread before committing to adding this support.

@Claire – I really hope we don’t loose you over this change

Victoria Armstrong
21 June 2013 #

Really nice update @xero team….I’m about to have my second baby and before I leave wanted to have a more generic email. Timing is superb!

Joseph
21 June 2013 #

I also agree this is a great feature but I HATE the way this was implemented! I agree 100% with @Claire.

Invoice emails now appear as “Joseph Hanna ” in my customer’s Outlook 2013 Inbox (no “drill down” required – it’s right there in a nice big font). What we really wanted was for the emails to go out as “accounts@company.com”. It is NOT enough to have the “Reply-To Email Address” set as accounts@company.com.

This wrecks our branding and I’m quite angry about it. Having a non-related email address on a financial document would look very suspicious to most end customers. I know I would be suspicious if I received one.

This is worse than not having a generic company email address to send invoices from in the first place. I would rather go back to the way it was than have this half-cooked solution.

I do agree that a configurable SMTP server is probably the best way out of this. It will give us exactly what we want and avoid the so-called spam issues (that incidentally, I have not had any trouble with).

If not everyone can handle it, then give people the options:

1. Like it was
2. Like it is
3. SMTP server.

Everyone is happy.

Andrew Tokeley
24 June 2013 #

@Joseph – your emails don’t have to display as “Joseph Hanna” – that’s simply the default. You can set it to appear as “Vantage IT” or “Joseph (Vantage IT)” or anything you like. I know the underlying email has changed, but the name your customers see first is completely brand-able.

Bianca
26 June 2013 #

Hi Andrew. I need to email customer invoices to more than one contact person. I can’t find any where to set this up. Seperating email addresses with ; doesn’t work. Is there any way of doing this in xero?
Thanks

Andrew Tokeley
26 June 2013 #

@Bianca – you can add additional email address (separated by either a comma or semi-colon) in the send email pop-ups. Currently it’s not possible to do this on the contact record itself – although I am trying to free up resources to allow additional emails to be recorded that would make this easier. Probably still a few months off getting released.

Carrie
28 June 2013 #

@John – I have a similar issue. One company and multiple brands. I’ve created seperate log-ins to reflect the multiple brands so clients get the correctly branded email to go with their invoice. We still have issues if I’m logged in as one brand and I touch another brand’s information, but on the whole this is the best way I can get around it. I agree that we need Xero to create a ‘default email to use for each invoice template. We already have the default invoice template to use per customer so the connection is already there’. Xero?

Chris
28 June 2013 #

I would be very interested to hear from the Xero marketing team if they would be happy to use “message-service@post.supplername.com” instead of their own email?

BK
1 July 2013 #

I fully agree with Claire – setting up SMTP settings are really simple – we were just about to move a group of our companies to xero and now this is a bit concerning.

Intention = GOOD Result = BAD

For all those against this feature please vote on https://community.xero.com/Business/discussion/2007592/ as this needs to be removed or changed immediately

Andrew Tokeley
1 July 2013 #

@Carrie – yes, I can see how this would help and it probably makes sense to associate an email setting with a specific invoice theme (rather than an email template, as some others have suggested). I have got one of our analysts to dive into this a bit more although getting a solution out the door could take a bit of time as we’re committed to a number of other features at the moment – perhaps start a thread on community to gauge interest from others.

Thanks for the feedback.

Mark Dalgarno
30 July 2013 #

I’ve come to this thread because I was investigating how Xero sent invoices and what they were doing about deliverability. Can I ask whether Xero are tracking deliverability using a service such as Return Path? If not, do they have good insight into what their deliverability rates are and how they change on a day to day basis?

Once concern I have with the current approach is that all Xero users emails are being sent over (presumably) a small set of IP addresses. This means that the deliverability of my emails are potentially being affected by what other users are putting in their emails.

Andrew Tokeley
30 July 2013 #

@Mark – I’m not an expert in this area but can tell you that at the moment we manage our own mail servers and monitor deliverability through this. We’re pretty happy with the reliability of this service. We are investigating whether leveraging other third party email services would increase our ability to scale, report and monitor email traffic. No fixed plans yet though. We don’t use Return Path.

Deliverability is not impacted by what others are doing on Xero, or anywhere else, and all requests to send emails are queued before hitting the mail server – this way, the worst that could happen is that an email takes a bit longer to arrive under extreme load.

Hope this helps, if not, and you want to a deeper dive, please get in touch with support@xero.com and I’ll make sure you get the answers you need.

Claire Broadley
11 September 2013 #

According to several posts on this thread, Xero is getting a considerable number of undeliverable messages sent to message-service@post.xero.com which we, the paying users, should be getting.

As such, we’re in the dark about whether our invoices are being delivered to our clients.

This has been a known issue since August.

https://community.xero.com/business/discussion/2007592/

Yep, Andrew, you may well ‘loose’ me next month. Not just because of this change. But because:

- Xero continually, consistently fails to take community feedback into account
- Xero is missing several key features that its competitors offer as standard
- Any time we ask for a basic feature, or a correction to a poor decision, we’re fobbed off or told to pay for add-ons, some of which are more expensive than the basic Xero subscription.

You’ll lose my custom because we’re talking and you’re simply not listening.

Andrew Tokeley
11 September 2013 #

@Claire – you’re right, this is an issue we’re aware of and we’re working to fix it as soon as we can – apologise for the inconvenience. The solution will be for bounced emails to be sent to the reply-to address you specify.

To your points – I know it may seem that we aren’t listening to your feedback, all I can say is that it’s simply not true. I, and other Xeroes, take your feedback very seriously, however this doesn’t always mean we can act on it. We have to make tough decisions every day about where our product team put their efforts. In fact, most of them are working on those missing features you allude to.

I do agree we can be better at engaging with you guys though – the blog I wrote a few weeks ago, showcasing what’s coming with Purchase Orders, is an example of giving a clear signal about what to expect with an upcoming change. We’ll be doing more of this for other significant updates. The email change above should have been treated this way and preceded with a more in-depth analysis of why this change was required. Always harder to do after the fact. I have someone working on this and we’ll post something soon.

Andy Tristram
12 September 2013 #

We’re also actively looking around for alternatives now – for many of the same reasons as Claire over lack of transparency, communication etc.
We would rather go back to the old system of email, at least we could control which email invoices were sent from by logging in as accounts@. This change has turned our internal issue into a customer facing issue.

@Andrew – you seem to contradict yourself by saying that you have solved deliverability issues, yet you are still getting thousands of NDRs. NDRs suggest deliverability issues!
You don’t need to fork development to provide a good all-round solution. Use the email authorisation process you already have to work with any custom domain, but pre-authorise the @post.xero.com address for each company and treat is as just another custom domain – the fact it’s a Xero domain is irrelevant.

When you said the Xero email address wasn’t visible without drilling down did you really not test this in the current (2013) version of Outlook?

The Linked-in example is totally different – we don’t use Linked-in to communicate with customers. It works for Linked-in because it’s supposed to be a closed system that protects privacy and all recipients on Linked-in are members of their service.

Why have you marked feature request 65521 as complete? You may have solved a problem for some users and introduced new ones for others, but the problem that has been ‘solved’ ie. deliverability, is not the one that this feature request is asking for.

Saying that you are discussing it isn’t good enough – from our point of view there is nothing to discuss, you have removed critical functionality without warning and 3 months down the line we still feel you don’t care. You could at least offer some good reasons for sticking with the current solution. The list shouldn’t include “Many customers don’t care about their branding so it’s ok” or “No-one gets NDRs so they are happy because they think invoices are being delivered”

It’s been nearly three months and still no decision. Please make one!
If it’s that you aren’t willing to admit that you’ve made an error of judgement and are not going to revert to custom domains then please say so, then we can move forward with other solutions. That may be a custom add-on that we can use as a work-around, or we may change completely to a customer-focused provider.

We used to love Xero and it’s got some great features, but you are really doing yourselves damage here and we’re all getting really fed up.

Andrew Tokeley
12 September 2013 #

@Andy – thanks for the feedback. Our position at this point is that we are not planning on changing the current implementation. This doesn’t imply we aren’t taking your concerns seriously, or that it won’t be enhanced at a future date, however we believe the solution we have implemented is appropriate.

As I said in my last comment, one of the areas we need to improve on is communicating these sorts of changes more clearly, ahead of time. We will be publishing a more full account of why we made this change shortly – hopefully this will provide some context. Sorry for the delay in this – I am pushing and it’s important to do.

We are, of course, monitoring the new thread that spawned from the original one (https://community.xero.com/business/discussion/2007592) – this will form part of any decision to enhance this functionality to allow more control over sent emails.

Daniel Harris
12 September 2013 #

Dear Andrew, I just have to step in here and point out that while you believe the solution you have implemented is appropriate, we as customers, do not think the solution is appropriate, isn’t that rather concerning? Frankly your ‘solution’ is a kludge, but whats worrying is the lack of acceptance that there is a real problem caused by the kludge and similarly a lack of urgent action to fix it.

Ruairi
12 September 2013 #

Hi Everyone,
I make the Outlook Integration Tools for Xero. In light of the issues people are having, I’ve added support for sending invoices direct from MS Outlook.
Come check out the 14 day trial at http://www.quickwindevelopment.com/xero/outlook-integration-tools/

If you have any suggestions or feedback, I’d love to hear it. So get in contact and let me know how you want my software to work for you.

Andy Tristram
13 September 2013 #

@Andrew
It looks like you are using Office365 for Xero email.
Do you realise that Microsoft are “spoofing” your email the very same way that Xero used to “spoof” ours?

Would you be a little bit upset if Microsoft said that some other customers email was going to spam and changed all your Xero addresses to Hotmail addresses without telling you?
This is exactly what you have done to us.

Also you haven’t even set up SPF records for post.xero.com.

Chris Keeble
17 September 2013 #

@Andrew (Tristram) Thank you Andrew – I’m glad someone else is highlighting the lack of SPF records. Xero appear to be well out of their depth and Ben Tate (UK Customer Experience Manager) doesn’t appear to care about the experience of Xero customers at all. :(

Andrew Tokeley
2 October 2013 #

Hi All – we’ve created this technical document – http://blog.xero.com/wp-content/uploads/2013/10/HowEmailsAreSentFromXero-2013-09-301.pdf – to help explain in more detail the technical considerations around how we’ve implemented email in Xero. Hope it helps, but don’t hesitate to contact us if you have any further questions.

Claire Broadley
11 November 2013 #

Wow. I have never known a company respond to customer complaints by producing a 12 page PDF. Customer service normally means listening to feedback. This would be funny if it hadn’t caused me a shedload of grief and admin over the last three months.

Sam Bastil
17 January 2014 #

@Claire – You’re making a fair bit of noise about leaving yet you’re still using Xero’s services. If this was that much of a big deal to you, you’d be gone already. So unless you’re going to provide feedback and comments that are actually useful, please stop acting so butt hurt and pipe down.

Andrew, thank you for organising the technical documentation to be published – it has helped me to understand Xero’s reasoning. While I certainly agree that this is not ideal for some of us, I can sympathise in trying to find a solution that works for everyone. Though I will be voting up on the Community Requested change to allow SMTP again and/or another solution that does similar.

We also use WorkflowMax – are you able to tell me if this change will also be made to WFM?

Andrew Tokeley
17 January 2014 #

@Sam – thanks for the feedback. Just talked to the WFM guys and they have no plans at this stage to move away from impersonation. Not saying it won’t happen, but it’s not something they’re focused on right now.

John
4 February 2014 #

@Andrew, sorry if I have missed this, but how do I prove that I have sent an important email, where the receiver says that they have not seen it.

Cheers
John

Andrew Tokeley
7 February 2014 #

@John – hard to know with absolute certainty but, if you sent the invoice online you may be able to see that it’s been read in the history and notes section of the invoice. You will also see a note that it’s been sent.

Michael
8 February 2014 #

I would like to know if possible to have a copy BCC of all emails sent by Xero to my own or customised email address.
Alternatively, is it possible to setup Xero to email via alternative mail servers, this way it will show in my email server’s sent items as proof and audit trail.

Andrew Tokeley
10 February 2014 #

@Michael – yep, these would be nice enhancements but am afraid it’s not yet possible to BCC or configure emails to be sent from your own mail server.

Aaron Gregory
12 March 2014 #

Is there a way to add HTML to customize the look at little bit? Wanting to add some social media icons (that are clickable in PDFs)

Andrew Tokeley
13 March 2014 #

@Aaron – no, afraid not. We don’t currently send invoice emails using HTML format, they are sent as plain text.

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