7 results found
-
Feature Requests - Add Instructions
For this Product Ideas forums -- Please add help text to the "Enter your idea" screen.
My first post to this forum was made on June 9, 2025.
On September 22, 2025 a community manager replied "Hi 👋 your idea is being looked into by our Community team. We’ll be in touch soon to update you once your idea has been reviewed."
Then on November 5, 2025 a Xero Admin replied "We don't accept ideas that have multiple request in one post. Please create separate ideas for each feature, so we can gauge support and keep users updated."
Had that…
1 voteThanks for your feedback, Sandy! It's really good hearing directly about your interactions in product ideas and understand where you were coming from when first posting your idea.
Also appreciate you returning to raise the ideas individually.
From the main homepage of the forum we do have the tile that links to our help. However, I totally get this isn't any use if you dive straight into a forum.
As a small immediate change I cold make - I've added sub heading to the for small business and for accountant and bookkeeper forums to add a reference to our help there too 😊
-
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…
-
Xero Support - How to create a pro forma invoice from existing features
Xero has a guide to pro forma invoices but nowhere in help is explaining how to do this in Xero. https://www.xero.com/uk/guides/what-is-a-proforma-invoice/
I suggest you create a help page advising users to use Quotes (or possibly drafts) with a custom layout to solve this issue.
3 votesWe'll shift this idea across to delivered - As mentioned in my last update there is a section a little further through the guide "How to create a pro forma invoice" that provides a detail on how you could use a Standard invoice template to achieve this. 🙂
-
New Idea
Has anyone actually had one of their ideas implemented by Xero??
2 votesHi Tony, there are lots of ideas that have come from our community that we have developed and delivered on. One way to get a view of this is to filter a forum by Status = Delivered. Alternatively, if you follow our blog we have been sharing the ideas that we have been delivering each month and the team note which ones have come from our community. Here's an example
-
Customer service improves
Call the customer allow contact
1 voteHi Nicholas, it doesn't look like you've been in touch with our specialists at Xero Support before?
While you'll need to raise a case through Xero Central, if you feel a call would best help to resolve your question let the team know and they are usually happy to arrange this at a time that suits you.
Having your support interactions recorded through your My Cases on Xero Central means you can always look back at your correspondence with the team at a later date, which can be quite handy if you ever run into the same scenario again. It also allows you to share or set up screen meets with the team to get better detail of any issues, and the team can share links to resources that you can access anytime.
-
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.
-
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.
- Don't see your idea?