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Get what you need with Xero HQ Ask

Posted 3 years ago in Advisors by Neill Fraser
Posted by Neill Fraser

Earlier this month at Xerocon London, we announced Ask in Xero HQ. Today, we’re excited to announce that the feature is now available to all practice users. We’ve also transitioned all practice users into the Xero HQ environment where you can enjoy all the benefits of the platform. Read this blog to learn more about these updates.

It’s easy to request and receive the information you need

You’ve informed us that getting information from clients is really hard. That’s why we’ve built Ask to provide an integrated solution right within Xero HQ. This enables you to build simple queries which can be sent directly to your clients for responses. And because Ask lives in Xero HQ, all users assigned to a client can view and monitor responses – so your entire practice has access to the same information.

How does it work?

There are five key steps to using queries in Ask:

  • Create the query for your client request
  • Add sections and questions
  • Send the query
  • Manage client responses
  • Monitor responses

Create queries

Send your questions to all of your clients, even those not on Xero. Work smarter by copying any query that you’ve already created.

Ask-Xero HQ

Add sections and tips

Make your questions easy to answer by providing clients with sections and tips.

Ask-Xero HQ

Send the query

Set the name, email address and customise the message to send before you initiate the request. And because queries are sent directly from Ask, you enjoy a more efficient workflow by not having to use your internal email system. You can also schedule a reminder at any time to follow up on a client query.

Ask-Xero HQ

Manage client responses

Ensure a secure and positive experience by creating – or maintaining – a login that your clients already use. Your clients can easily start a response, or pause a response and resume later.

Ask-Xero HQ

Monitor responses

Check the progress of your client responses at a glance.

Ask-Xero HQ

More to come (and you can help)

This is just the start, as we’re working on new features to enhance your Ask experience. We’d also love to hear your feedback as you use the feature to help us build the best product to help you engage with clients. Get started with Ask to day and please visit the Xero Community and to share your thoughts.


Elizabeth Salter
October 24, 2017 at 4.01 pm

Awesome! This looks great. Can’t wait to check it out.

Larrie Norwood
October 25, 2017 at 2.50 pm

How does this compare to existing solutions such as

Neill Fraser in reply to Larrie Norwood
October 25, 2017 at 3.00 pm

Hi Larrie, Ask is available to all users in Xero HQ (which is itself available free of charge to all Xero Partners). Because it’s in Xero HQ you have everything in one place. That means you can use your client records (whether or not they’re Xero users themselves) and your staff permissions across your practice determine access to queries in Ask. Not only that, for those clients that are Xero users, they simply use their existing login, and – if they’re not a Xero user they can set up a login in just a few minutes to get started.

October 26, 2017 at 11.36 pm

Is ASK connected to the DIscuss per transaction feature that’s coming out soon? The one that was announced in Xerocon Melbourne?

Neill Fraser in reply to Jenny
October 30, 2017 at 12.03 pm

Hi Jenny, Ask and Discuss seperate features – Ask is designed for all of your compliance related queries (ie “Please send me your inventory count”) whereas Discuss helps you work directly with you clients in the Xero platform (ie “I’m not sure if I coded this transaction correctly”). We are currently looking at ways we can bring these and other features closer together.

Ded Williamson
November 2, 2017 at 2.01 pm

I just tried this but have to enter the clients email and name manually.
Why does it not auto fill from the client details in Xero?

Neill Fraser in reply to Ded Williamson
November 6, 2017 at 9.55 pm

Hi Deb, this feature will be available very soon. We are currently working on adding contacts to Xero HQ clients which will allow you to target a specific contact within a client when sending queries.

Donna Giese
November 3, 2017 at 8.08 pm

This would be awesome if we could also tie it into XPM, ie be able to include a cc email to the job, in case other staff or supervisors are following up as well

Jonathan Ford
November 9, 2017 at 8.43 am

Does Ask integrate with Workpapers? Does it replace the Client Queries part of Workpapers? Thanks

Neill Fraser in reply to Jonathan Ford
November 13, 2017 at 2.43 pm

Hi Jonathan, Workpapers is designed to be an end-to-end compliance solution for practices looking run everything from workpapers, queries, adjustment journals and managements letter all in one place. We have designed ask to serve those practices that may not require all the functionality of workpapers but still need a clean seamless way to query their clients and get the information they need back in one place.

Tom Trainer
February 4, 2018 at 2.26 am

I really cannot see why you would use this instead of email.

What would be really valuable would be the facility to ask a client a question directly from the transaction or report that is being queried, with a link to that transaction or report that the client could click on to go straight there.

February 13, 2018 at 5.01 pm


I am loving using Ask so far, but have some additional features that I think would enhance this for me.

– Client details, such as email being automated.
– Being able to add attachments to requests
– Although it is mentioned that the discuss option is separate to this – being able to send the questions to the client and track
their responses would be really useful
– It would also be great if you could setup templates with dates the requests should be sent
Be able to add comments to the query – for example if you verbally resolve the issue over the phone being able to note this and then close this issue.

Neill Fraser in reply to Katina
March 26, 2018 at 11.12 am

Hi Katina, thanks for your feedback.

We’re pleased to report that a number of your requests have just been release!
– You can now use your client contact details within Ask, learn more about this here.
– Files can be attached by the advisor to requests.
– We currently don’t have a communication function however you can send reminders for queries.
– Templates are here now! Learn about those here.
– Comments are not currently available however I would recommend using the ‘Notes’ feature within the client record to record this type of correpsondence.

April 19, 2018 at 12.52 pm

Is there a way to share queries with other staff members in your practice so they can view the queries and responses from the client as well?

February 3, 2019 at 12.22 pm

What if clients want to independently send us sensitive information or files? Is there any way they can do this? Ie, information that is too sensitive to send via email. What we need is a secure communication bridge working in both directions, client-practice-client, practice-client-practice … and an online desktop to store files.

Neill Fraser in reply to JWM
February 4, 2019 at 10.53 am

Hi there, Ask can be used to request documents from your clients. They can then login securely to the Ask portal, upload and send the document to you where you will be able to view or download from Xero HQ. You can also attach documents to send to your client in the same way against a query. It’s important to note that staff within a practice who are assigned to a client record in Xero HQ can view all queries for that particular client so always keep your internal security needs in mind when doing this.

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