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Invoices - Ability to set "Ask a question" replies to be sent to the organisation delegated email address

Currently, when a client clicks on "Ask a question" when viewing their invoice. This message is sent to the staff members personal email that created the contact in Xero rather than the delegated email address the organisation has selected in Email settings.

What if the staff member no longer works at the company or these emails are being missed as they are not sent to the organisations delegated email?

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Natasha Doyle shared this idea  ·   ·  Report…  ·  Admin →
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  • Geraldine Hulls commented  ·   ·  Report

    How do I change the email address to our organisation email address rather than personal email address when customer clicks on "Ask a Question". This is totally inappropriate to have emails going to a personal email address. Is there a work around if the system currently can't handle it?

  • Charles Klvana commented  ·   ·  Report

    If a customer submits a comment on an online invoice, the comment is email to the user that created the invoice INSTEAD of the default reply-to email address that's set within the Xero organisation.

    The whole point of setting the default reply-to was to ensure that all invoice queries go to a desired email address, especially before comments feature was created.

    However now the comments get emailed instead to the user that created it, which defeats the whole purpose of having a default reply-to email address set.

    Either it should simply go to that default reply-to email, or have another tickbox option in settings for comments etc to go to a specific email.

    The intent of the setting of a reply-to address seems to have been missed when creating the online comment functionality within Xero.

  • Joanne B Coker commented  ·   ·  Report

    Please change this default Xero, i want to set the replies to go to the company email address rather than the user. There is a function that specifies this if the invoice email is responded to via email but not if the link is clicked online. I'm referring to quoting specifically. The ask question button forwards the question to the user not the company. I am the bookkeeper and although i create the quotes as per client specs, I don't want the question or accept / decline to come to me.

  • Adam Lawrence commented  ·   ·  Report

    Super important. Why is this set to a different Email address than the REPLY function?? So stupid.

    This would make things much better.

  • Julia Rebhan commented  ·   ·  Report

    Agree with this. It doesn't make sense for the settings for this to be different to the email settings for the invoice for the delegated email. I'm a bookkeeper and I send invoices on behalf of my clients, so these messages are now coming to my practice inbox rather than going to the client. It's like Xero never thought of how bookkeepers in practice actually work!

  • Denise Bannister commented  ·   ·  Report

    This is a fundamental error in the design of xero. Not all businesses have email addresses for their staff. I do not have a business email address, so use my personal email address to log into xero. Surely it is a breach of data protection rules when customer information is sent to a personal email address. Xero need to sort this as a matter of urgency. It also happens when a customer accepts a quote.

  • Jenny Gimony commented  ·   ·  Report

    Can we set up 'Ask a question' as optional? So we can customise before sending an invoice 1. Remove that button or 2. Nominate an email address when a customer ask a question

    We hope Xero considers this update. Thanks

  • Neha Chaudhary commented  ·   ·  Report

    Is there a way to change the email address where customer "Ask a question" goes or it will go to person who created invoice?

  • Joy Brooks commented  ·   ·  Report

    Totally agree. Having these sent to the person who created the invoice is ridiculous. I have missed a message for a client's customer from 2 wks ago as it went to my personal email spam folder.
    I do not want my personal email associated with multiple clients in any way - please remove this feature or send the message to the designated email for the organisation.