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A new and better way to get support

Posted 2 years ago in Xero news by Nigel Piper
Posted by Nigel Piper

Watch a short demo to see how using My cases in Xero Central provides a better, more secure way to get help from Xero and to view and manage your support cases.

Going through Xero Central to get answers

From 26 Jan 2019 (25 Jan in the US), the new secure and more beautiful way to contact Xero support is via Xero Central. You can get there via the help icon in your Xero product, or by going direct to support.xero.com from any device. That includes from Xero business edition, Xero Expenses, Xero Payroll, Xero Projects and Xero HQ.

If you’re used to emailing us when you need help, you’ll find that’s no longer the way to get in touch: if you do send us an email, you’ll receive a reply asking you to log in with your Xero credentials and raise a case at support.xero.com.

In My cases you’ll be able to look up your cases to keep track of your questions and answers, see who’s looking after your case and where it’s at; and you’ll also be able to look back at your conversation with the support team.

When you raise a case, you’ll need to be logged in with your Xero credentials so that your conversations and any sensitive information you share with us are kept private and secure, just as your Xero data is. If there’s an outage or you have problems logging in, you’ll still be able to initiate contact with us via prompts from the login screen or the Xero status page.

If you have more than one business on Xero, you’ll be asked to pick which business your question relates to, making it faster for us to get back to you. And if you have the right to do so, you’ll have the option to give Xero Support permission to view your Xero organisation so we can answer your question faster.

Any cases that predate the 26 January change won’t appear in My cases. You’ll be able to continue using email to manage your open cases until they’re resolved.

Support articles for instant answers

When you ask a question, Xero Central will suggest some relevant support articles. You may find the answer you need straight away. The instant answers offered by Xero Central are powered by machine learning which means they’re pretty smart – but if you’d prefer send your question through to the support team you still can.

My cases: finding and managing your Xero support queries

You’ll be able to go to My cases in Xero Central to see a list of your open and closed cases. Provided you’re logged in, you’ll see the status of each one as it moves from being in the support queue to being with a support specialist and under investigation. Other statuses include ‘action required’ where we’ve asked for more information from you, and ‘call scheduled’ if a specialist has arranged a time to call you. Then, when your question has a reply, it’s ‘answered’.

When a support specialist replies to your message, you’ll receive an email with a link to log in so you can read the message in My cases, and respond if needed. You’ll receive the notification in the email account you used to log in to Xero and raise the case.

Your support case details

When you click on a case to see more detail, it displays the messages between you and Xero support, the status of your case, when you can expect a response, and which support specialist is looking after it – along with their photo and a few details about them so you know who you’re talking to.

At the moment, My cases in Xero Central is a one-to-one conversation between you and Xero. But if you need to share the details, you could take a screenshot or copy and paste the answer and email it to them.

High-quality support that grows with Xero

We know that some people prefer phone support, but most busy small business owners don’t have time to wait on the phone to speak to someone, especially if it turns out that person doesn’t have the right specialised expertise to help them.

With instant answers and your cases managed by Xero support staff with the right balance of up-to-date accounting, technology and service knowledge, you can expect prompt helpful answers.

In addition, My cases provides you with greater visibility, transparency and security. It will allow us to keep improving the support we offer in Xero Central – so you can count on a great experience and excellent service from Xero.

Behind the scenes: Denver support team members


January 15, 2019 at 11.36 am

This is super disappointing.

One of the greatest things about Xero is its support team. Specifically the ease of email support. Logging and creating a ticket is a real hassle, makes it harder to include screenshots. This is real step backwards for ease of use. Other vendors (*cough* MYOB) manage their support tickets like this – it’s such a pain and was always a point of difference that made dealing with Xero such a pleasure.

If the goal is to decrease support query volumes it will probably work, but satisfaction will also fall.

Nigel Piper in reply to James
January 25, 2019 at 8.56 pm

Hi James. We think our support team are pretty fantastic too! It will still be really easy to get in touch with us – in app (where you’ll likely be when you need to reach out), in Xero Central, or also by going to support.xero.com. We understand that the need to log in is an extra step compared to email but the benefit of being able to see the live status and expected response time is a big win. By logging in it means our people know more about who’s asking the question and key information so they are able to better customise their answers to you for a faster resolution. We love questions as it means our users want to get on with using Xero and running their business – so it’s definitely not in our interest to reduce them. In fact we want more people asking more questions on whatever they are stuck on, what they want to find, and help discovering the amazing Xero features.

January 16, 2019 at 6.28 am

Is the possibility of live chat on the horizon? Some questions are quick/urgent that it would be nice to speak to someone immediately, rather than waiting 12 hours for a response by email.

Nigel Piper in reply to Trisha
January 25, 2019 at 8.53 pm

We don’t have any immediate plans for live chat at this stage Trisha. My cases in Xero Central does allow you to get beautiful contextual answers from one of our thousands of support articles once you start typing your question. If this doesn’t fully answer your question our amazing support team will be able to use the additional information available to them via My Cases to get the right answer to you even faster.

Aaron Angel
January 16, 2019 at 6.56 am

This is not new or better, and it is not a “a smoother, more secure, more transparent process.” It’s just another way for Xero to tell its customers “our way or the highway.” You could continue to support opening cases by email, which for most small businesses and non-profits (especially volunteer-driven ones), is more convenient than visiting an often out of date website, filling out a form, and “helpful” links to fend off new cases. Instead, you chose to kill a convenient, customer-friendly way of obtaining support.

We don’t want your added hurdles. You still aren’t listening.

Nigel Piper in reply to Aaron Angel
January 25, 2019 at 8.52 pm

Hey Aaron. Since Xero began, we’ve always provided support predominately via e-mail. This often has its limitations and can delay us resolving any issues you may be experiencing. Over the years we have asked for and listened to feedback from our customers on some of the ways in which we could improve the overall experience. By using My cases, we’ll be able to use the information available to us, such as who you are, to help you faster – getting you the answers you need and resolving any issues you may have. The transition from email-correspondence to My cases will allow customers to engage much more securely. The cyber security landscape is changing rapidly, and protecting our customers financial information and data is very importance to us. We know it’s a bit of a change but we encourage you to try it out. As with any release, we’ll be closely monitoring performance and feedback and continue to build out further functionality to improve the support we’re able to provide.

January 17, 2019 at 11.57 am

I hope I get to work with Arthur Xero! He’s the man!

Michael Wheatley Wheatley
January 17, 2019 at 10.26 pm

This is Xero becoming like Microsoft in customer service.

Nigel Piper in reply to Michael Wheatley Wheatley
January 25, 2019 at 8.49 pm

Xero’s customer experience team are a wonderful group of humans made up of accountants, bookkeepers and small business owners and are always available to tackle more complex questions. I’m not sure that’s Microsoft. We think technology can be used to help solve quick questions so our business owners get the answer they need with more time to focus on business-critical activities. We don’t want to have busy small business owners on hold with a call-centre where the staff don’t have the specialised expertise to help. Therefore we combine the best technology with a very qualified support team that can help answers your questions quickly and thoroughly as needed. We really think you’ll like the new experience Michael.

Kevin V Russell
January 22, 2019 at 1.12 pm

How the hec does this help me if I am stuck and trying to fix a problem? You know I can ring intuit, I can ring Reckon I can ring MYOB. Your customer service is THE WORST of any of the sbs companies I have ever encountered.

Happy new year

Nigel Piper in reply to Kevin V Russell
January 25, 2019 at 8.47 pm

We know that some people prefer phone support, but most busy small business owners don’t have time to wait on the phone to speak to someone, and especially if that person doesn’t have the specialised expertise to help them. Xero does. We find we can provide higher quality support by hiring support staff that are accountants, bookkeepers and small business owners with the expertise to answer questions, instead of outsourcing to a call-centre.

My cases in Xero Central means not only can you get instant answers from our thousands of support articles, but you can send us your question and get on with your day. If you want to check back on where your case is at, you can see the status of your case, which specialist is working on it, and an expected response time, all in real time. Once you’ve raised a case Kevin, our support team are happy to give you a call if the problem is urgent or complex.

Maria Tiu
January 22, 2019 at 6.55 pm

I’m looking forward to this new way of support. This can make my life easier to locate past queries and conversation won’t clutter my email.

Nigel Piper in reply to Maria Tiu
January 25, 2019 at 8.45 pm

Thanks Maria. Yes, we think having your questions in one place will really make it easier.

Nigel Piper in reply to Thomas
January 25, 2019 at 8.43 pm

Thanks Thomas – great to hear you’re excited about the change. We’re really confident our customers will like it

Glenn Smith
January 25, 2019 at 7.35 am

So instead of having a simply way of contacting you, i.e. email you’re now forcing us to use a different system! Is this for my benefit or yours? I think I know the answer and it’s not me! 🙁

Nigel Piper in reply to Glenn Smith
January 25, 2019 at 8.41 pm

I’m sorry you’re disappointed about the change Glenn but we really believe there are many positive benefits to our customers with this change. The cyber security landscape is changing rapidly, therefore we are consistently updating our platform to provide best in-breed security to our customers. Raising cases within Xero Central will keep your personal information safe and secure, and simplify processes so you always go to the same place for assistance. We’ll be able to make sure we have all the information to give you a prompt answer and allow you to see the status of your cases and the answers you get creating a more transparent process. As with any release, we’ll be closely monitoring performance and feedback and continue to build out further functionality to improve the support we’re able to provide.

Sandy Dunn
January 27, 2019 at 11.21 am

We’ve always had excellent support from Xero and I am sure this will be no different. Hardly ever have to ask for Support anyway – it’s a superb package and our big numbers of schools love it.

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