Xero support – the inside track

Nobody likes hitting a problem, particularly when you’ve got a deadline to nail and something doesn’t quite add up (we hope not literally). With over 20,000 companies now on Xero and more joining each day, I thought it might be useful to include some suggestions on how to get the most from Xero’s global support team and get resolutions quickly.

    The obvious
    More often than not our colourful Help Centre will contain your answer. It’s comprehensive and packed full of explanations and help articles. You’ll also find links to more than 100 videos of Xero in action.

    Open a ticket
    If you can’t find your answer quickly then contact support directly. Try to include as much relevant information as is necessary when contacting us. This helps reduce the number of emails bouncing back and forth.

    The slightly less obvious
    If it’s really urgent then don’t be scared to use the Contact Support Help menu dropdown and tick the Urgent tickbox. For urgent cases, precious time can be saved if you consider whether to Invite Xero Customer Care into your organisation before raising the ticket. If we need to take a look, or if the Development Team need to investigate, we’ll need an invitation. There’s no point waiting for us to ask if you think we’re going to need it.

    What you might not have known
    For each new issue it’s best to raise a new ticket or send a new email to support@xero.com rather than replying to an old one. Each ticket is assigned to a team member who owns that ticket and is responsible to see it through to closure. Replying to an old email for a closed ticket will re-open a ticket still assigned to a particular team member in a particular time zone. Creating a new ticket for a new issue will mean the ticket will be dealt with by the first available team member who is capable of helping. We have a growing support team worldwide, you might as well take advantage of us.

    Make your vote count
    Lastly, all tickets with similar content are grouped into categories. This means we can track patterns and volumes of requests coming through in particular areas. This is really useful for the Product Team to review when it comes to building out our functionality. In effect each ticket acts as a vote, so make sure your ticket counts. Picking up the phone, requesting a call back or emailing your favourite team member directly might mean your all important feedback or suggestion never gets logged in the system.

5 Comments

pumashoescom
July 7, 2010 at 7:15 pm

Good, smart post. I’ve done this as well

Shannon
July 7, 2010 at 12:13 am

This is useful information. From my experience the help centre are very responsive and have had an answer from them within 24 business hours. The videos are great too!

Adrienne Pierce
August 8, 2010 at 6:16 pm

The support Xero gives is the secret ( not so secret) weapon of their phenomenal growth – they really deliver whereas in my experience everyone else promises they will deliver along with Visions, Mission Statements, Values, Culture but it never lines up – Telecom would be the best / worst example!
Every touch point with Xero tells me ‘we really want to help you / your business’ – it’s so refreshing and faith restoring!!

NICOLAS
October 10, 2012 at 12:22 pm

Hi, are the bank feeds included within the personal XERO. I sent them more than ten days ago and they only configured the ones for my Business account.

Regards

Nicolas

Ed Schwarz
October 10, 2014 at 3:58 am

“tick the Urgent tickbox”
could you please help me find this?

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>

7 business apps to take to the beach

Summer has finally arrived in the UK and Brits all over the place are no doubt collectively yearning for a beach holiday. But for small business owners, that heady feeling of freedom is often replaced by worry at the prospect of leaving their business at such a critical time. A OnePoll survey conducted on behalf ...

Payroll for Maryland and Tennessee

Following on from the release of Colorado and Indiana, we’re pleased to announce the availability of Xero Payroll to businesses located in Maryland and Tennessee. Small businesses represent over 97.5 percent of all employers in Maryland and Tennessee. By bringing seamless accounting and payroll to these small businesses we’re helping tackle the complexity of payroll. ...