12 results found
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Xero Support - Provide phone support
Please offer phone support. You still continue to have many people being frustrated at the lack of phone support you provide. As paying customers and given the substantial fees you charge customers should be able to ring you when they need to. Often the online responses we get from your customer services people are too complex for them or their English is not good enough to be able to understand the issues.
30 votesHi everyone, while we don't have an inbound number you can call, we do call when it helps.
You can raise a case with our team of specialists at Xero Support. With a range of different features this means we can quickly get your question to some one with the right skills to help. If you feel a call is needed let the team know when you're sharing detail, our specialists are generally happy to arrange this with you and can schedule a call at a time that suits you best.
We find that most questions can be answered with help that is already available on Xero Central. Having a written case with our support team means they can share resources and you can look back on this information at anytime through your My cases if you need to refer to it at another time.
Also, if you're having…
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Monthly subscription
Go back to sending the monthly invoice with the notification. When you changed this so we had to log on and download the invoice it makes more work takes more time and we are less efficient. I had already emailed you about this but received no reply. Regards Arthur
4 votesHi community, our subscriptions are on a monthly basis. If you have any issues with receiving your invoice it's best to contact our specialists at Xero Support to take a closer look and confirm any queries round this.
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Utilise the Xero support team to write the XERO Customer Requirements specification for XERO 2.0
Having developed and managed both hardware and software development products for many years, Xero has the best product support I have seen.
They are all very knowledgeable of the Xero product and the customers that continually moan at the short comings of a very poorly designed product.
My advice, is to utilise the product support team to write the customer requirement specifications of the Xero product, using the Product Idea portal and the "competition" as the starting point of Xero 2.0. Then the development team can write the software and then let the product support team alongside Xero customers "test"…
3 votesReally do appreciate the feedback, David and it's great to hear you've had such good experiences with our Xero Support team.
While we can't run every single feature that our product teams deliver through our support team, this is a very regular occurrence. Our product teams will often engage other teams internally to understand the pain points of users that they are trying to solve for and in many cases they may release features internally with Xero staff to test and feedback on features before they are released externally.
Just as you noted there are also other measures of testing that our teams have in place to evaluate the performance of features before they are delivered.
Our product teams will continue to evolve their thinking in how we test, and review features before they are released so we can build and deliver products that create positive customer experiences.
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startup help
Most Small business owners like myself are not accountants. Getting Xero working and using the integrations with hubdoc has been lots of trial and error and frustration. It would be so much easier if as part of starting an account I had someone for the first month to get online with me who can see my screen and walk me through how to do all of the basics such as: 1. How do I correctly bring a receipt into xero through hubdoc so it matches to transactions I can reconcile? 2. How do I setup the quote system to work…
1 voteHi Joshua, I see you've also been in touch with our Xero Support team for help with some of your questions and advice on setting up.
Our Support team are able to offer some of this sort of guidance, and can answer specific questions. We also have some great getting started resources available on Xero Central with guidance, courses and content that can be a good starting point.
For one-to-one help for the best setup for your particular business, or questions on meeting reporting and regulatory needs we'd recommend using the Advisor Directory, to find a Xero-certified adviser in your area.
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Plans - Invoice creation limits per month
volume of invoice creation limit per month and total transactions limit per month should be determined by what plan you subscribe. It should be a built into Xero depending on the type of plan. It should be stated clearly in your plan comparison tables
1 voteHi Trung, this is already available. The only plan we currently has that limits the number of quotes and invoices you can approve is the Starter plan (this will be 'Ignite' in the new plans coming). All other plans have unlimited invoices that can approved and sent.
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Help functionality (in app)
I would like you to develop context sensitive help. Currently any input to the help box results in the attachment below with three options that are not pertinent.
I want to enter a single word or phrase then have a series of articles containing this word or phrase sorted by importance. What I DO NOT want is a list of articles that might help.
Looks to me like xero and it’s non existent help function was written by accountants and not IT people who know how to create super useful help function.
Maybe this should not be in Business section…3 votesHey James, from your screenshot it looks like you’ve used the search function when looking for help. The help menu is to the right of it. I've attached a screenshot highlighting where it is and what it looks like opened up.
The help menu in Xero uses the context of the page you're on to produce the recommended articles, and also has keyword search that is backed by machine learning, to sort results by relevance. You can view the help article right within the menu itself and move it around so you can follow along while working in Xero.
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Xero support case raise - Refresh suggested articles less often
I'm not sure if this is the appropriate place for such a thing.
But, when i just submitted a support ticked and was typing in the description and with every character of mouse click it would reload the suggested articles.
Which is just not how it should work.
The old format was perfectly fine.1 voteThanks for bringing this up here, Dylan. We've made a small update to the way this works.
Now, when raising a case with our Xero Support team and typing in the description the articles suggested on the right side won't update as quickly as they were before. This should make it easier to skim through existing help articles as you type. 😊 We'll move your idea across to delivered, however we welcome any further feedback to our update.
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Xero Central support - Bulk upload attachments to Cases
It's annoying having to upload a single screenshot at at time when trying to trouble shoot. Just let us bulk upload
1 voteHey Alex, thanks for your feedback! Our product team have recently released a new user interface for raising cases with our support team, which includes the ability to bulk upload attachments 🎉
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Xero Central | Search - "new starter " as valid search term for payroll support
when you search for "new starter" in payroll support pages it should bring up the add employee page - currently does not https://central.xero.com/s/article/Add-an-employee
1 voteHi Judy, sorry it's been a long time to loop back on this one but I've just followed up with the team and can confirm that in the UK version of Xero Central searching for 'new starter' will return the Add an employee article in the results. Note that results can differ between individuals due to the search engine personalising results.
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Be able to link or tag ideas together for multiple threads for same idea
Perhaps we need to be able to link ideas so that we dont have multiple threads or tag someone So that we know that these have been seen?
There seems to be pages of ideas & unless someone has spent hours searching or had their search criteria correct, another thread is created. if other users could then link then perhaps the votes could be added and the thread might become a top request!
1 voteHey VJ, the community team are actively moderating and merging identical ideas together.
Not everyone will describe their ideas in the same way, so if you can't find an existing idea, you're welcome to create your own!
If we identify duplicate ideas, they'll be collated together to collect the votes 😊
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Please sort the ideas by category not which are being worked on or not
Please sort the ideas by category not which are being worked on or not
1 voteHi David, this feature is already available on Xero Product ideas 😊
As we see in the attached screenshot, all ideas are categorised by their product area in Xero (A), and can be further filtered by their status on Product Ideas (B).
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Make Xero Central a hub page leading to important sections
It is often hard to locate/remember webpages or sections in the Xero environment.
Instead of showing only Support and Learning in the top bar on the Xero Central home page, it would be great if Xero Central additionally showed across the top: Product Ideas, Blog, Discussions or Xero Business Community, etc. This probably would be somewhat tied to the user's profile.4 votesThanks for your interest and support in how we can make Xero Central more powerful for you all.
We're pleased to share recent releases that enhance your experience and seeking help.- Earlier this year we upgraded to a new Learning platform where you can build your knowledge and understanding through Xero courses, webinars and videos.
- We've made steps forward for our community by creating and bringing together Xero's community with a new homepage.
- When searching Xero Central you'll find you have optional filters for Customer type, Product, and type of Content.
- Navigation at the top of Xero Central has had an upgrade with more options to go directly to the section of Xero Central you're after - Articles through Support, educational videos through Learning, help for people 'Getting started' and 'Community' 🙂
- Bringing help right to where our users need, Xero Central is being embedded directly within Xero where…
- Don't see your idea?