Security & support

5 results found

1. Allow different default sender/reply-to email addresses for invoices and quotes

   Xero should allow users to set different default sender/reply-to email address depending on the document type.

   For example, it would be easier if I had:

   Quotes - sales/estimating email address
   Invoices - accounts/finance email address.

   At the moment users have to manually change the email address when sending different document types.

   This would be particularly useful for businesses where the sales/estimating team and accounts team use different email addresses.

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   Idea review  ·  AdminKelly Munro (Community Manager, Xero) responded

   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.

   Did you know you can join our Xero Research panel to be involved in early testing and research? Find out more and sign up through our website 🙂

2. 24/7 support

   How do you actually get someone to "support" from Xero on the "24/7" chatline. I have been hanging for over an hour requesting to chat to a human? I DO NOT get any ligitimate support from your AI bot who keeps giving me the same articles that don't work.

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   0 comments  ·  Support  ·  delete…  ·  Admin →
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   Idea review  ·  AdminKelly Munro (Community Manager, Xero) responded

   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.

   Did you know you can join our Xero Research panel to be involved in early testing and research? Find out more and sign up through our website 🙂

3. Have actually useful links to Xero Central from the chatbot and the help articles

   I have just spent a frustrating amount of time going round in circles with the chat bot. I said that yes I would like to add a product idea and it gave me a link to a help page which tells you how to search for a product idea and how to submit one, but it didn't give me a link to the actual page where I can do that (this page it turns out!). I specifically asked for a link and it told me it was unable to do so. Then I asked how to navigate there and it told me to go to Xero Central. I asked for a link to Xero Central and it was unable to give me one, and then gave me incorrect instructions on how to get here. I figured it out for myself in the end but seriously it shouldn't be that difficult! Also could the help articles have links to the pages they are talking about?

   I have just spent a frustrating amount of time going round in circles with the chat bot. I said that yes I would like to add a product idea and it gave me a link to a help page which tells you how to search for a product idea and how to submit one, but it didn't give me a link to the actual page where I can do that (this page it turns out!). I specifically asked for a link and it told me it was unable to do so. Then I asked how to navigate there and it… more

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   0 comments  ·  Support  ·  delete…  ·  Admin →
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   Idea review  ·  AdminKelly Munro (Community Manager, Xero) responded

   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.

   Did you know you can join our Xero Research panel to be involved in early testing and research? Find out more and sign up through our website 🙂

4. Communications

   Shared Notes & Communications Section on the Xero Homescreen

   Add a Notes/Communications section to the Xero organisation homescreen where users can leave notes for other people who access the file.

   Xero files are often used by multiple people, including business owners, admin staff, bookkeepers, accountants, business coaches and other advisors. Having a shared notes section would provide a simple way to communicate important information directly within the Xero file, rather than relying on emails, Teams messages or separate records.

   Notes could be used for things such as:

   Important client-specific accounting treatments
   Tasks or reminders for other users
   Information for the next person working on the file
   Changes to how transactions should be processed including GST coding

   Example:
   “GST coding of insurance payouts is GST-free – please ensure these are coded accordingly.”

   Ideally, notes would be visible to all authorised users from the homescreen, with the ability to add, edit and archive notes. This would create a centralised communication point and help ensure important information isn't lost between different people working on the same Xero file.

   Shared Notes & Communications Section on the Xero Homescreen

   Add a Notes/Communications section to the Xero organisation homescreen where users can leave notes for other people who access the file.

   Xero files are often used by multiple people, including business owners, admin staff, bookkeepers, accountants, business coaches and other advisors. Having a shared notes section would provide a simple way to communicate important information directly within the Xero file, rather than relying on emails, Teams messages or separate records.

   Notes could be used for things such as:

   Important client-specific accounting treatments
   Tasks or reminders for other users
   Information for the… more

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   Idea review  ·  AdminKelly Munro (Community Manager, Xero) responded

   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.

   Did you know you can join our Xero Research panel to be involved in early testing and research? Find out more and sign up through our website 🙂

5. Dedicated Xero Partner Support Path for Certified Bookkeeping & Accounting Partners

   Xero Partners generate and retain a significant portion of Xero's subscription revenue, yet currently receive the same support pathway as general end-users.

   Recent changes to support have introduced an AI chatbot as the mandatory first step for lodging cases. While this may be helpful for users seeking guidance or support articles, it creates substantial inefficiencies for experienced bookkeeping and accounting professionals who have already completed their own investigation.

   For certified Xero Partners, support requests are rarely "how do I do this?" questions. They are typically:

   • Product defects
   • Reporting discrepancies
   • Compliance concerns
   • Data integrity issues
   • Payroll and superannuation exceptions
   • Escalations impacting multiple clients
   • Matters requiring investigation rather than help articles

   When a Partner submits a support case, they've often already:
   • Reviewed Xero Central articles
   • Tested the issue
   • Investigated audit trails
   • Gathered screenshots
   • Identified reproduction steps
   • Assessed accounting and compliance impacts

   The current process requires:
   1. Explaining the issue to an AI chatbot.
   2. Having the chatbot rewrite the issue.
   3. Opening the newly created support case.
   4. Re-entering missing information.
   5. Uploading attachments separately.
   6. Receiving generic troubleshooting articles from a Xero support agent, despite already providing evidence the articles do not resolve the issue.

   I propose a solution of creating a dedicated Partner Support pathway available to Xero-certified partners, features could include:

   Direct Case Lodgement:
   Allow Partners to create support cases directly without mandatory AI chatbot triage.

   Full Case Authoring:
   Allow Partners to write the support request in their own words so issue details, accounting context, and technical findings are not summarised or altered.

   Partner Priority Routing:
   Route Partner cases directly to experienced support specialists trained in accounting, payroll, reporting and platform investigations.

   Intelligent Escalation:
   Issues identified as bugs, compliance risks, reporting inaccuracies or data integrity concerns should be triaged directly to the relevant specialist teams without requiring multiple rounds of generic troubleshooting and redirects to post them as Product Ideas.

   Acknowledgement of Partner Status:
   Recognise that Xero Partners support hundreds of mutual clients and often identify product issues affecting a broader customer base.

   Why This Matters:
   The value of Partner support extends far beyond a single organisation. When a bookkeeping or accounting practice raises an issue, the impact often extends across dozens or hundreds of clients.

   For example:
   • A reporting change that removes a key compliance field can affect year-end reporting for hundreds of businesses.
   • A payment processing defect can impact customer confidence and revenue collection.
   • Payroll and superannuation reporting issues can create compliance risks across multiple client files.

   These issues require investigation, not links to help articles.

   Partners are not asking for preferential treatment. They are asking for an efficient pathway to engage with Xero when a genuine product, reporting, compliance or platform issue has already been identified.

   A dedicated Partner Support experience would improve:
   • Resolution times
   • Product quality feedback
   • Identification of platform defects
   • Partner satisfaction
   • Client retention
   • Trust between Xero and its partner network

   Given the critical role Xero Partners play in attracting, supporting and retaining Xero subscribers, a support model designed specifically for experienced accounting professionals would provide significant value for both Partners and Xero.

   Xero Partners generate and retain a significant portion of Xero's subscription revenue, yet currently receive the same support pathway as general end-users.

   Recent changes to support have introduced an AI chatbot as the mandatory first step for lodging cases. While this may be helpful for users seeking guidance or support articles, it creates substantial inefficiencies for experienced bookkeeping and accounting professionals who have already completed their own investigation.

   For certified Xero Partners, support requests are rarely "how do I do this?" questions. They are typically:

   • Product defects
   • Reporting discrepancies
   • Compliance concerns
   • Data integrity issues
   • Payroll… more

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   0 comments  ·  Support  ·  delete…  ·  Admin →
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   Idea review  ·  AdminKelly Munro (Community Manager, Xero) responded

   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.

   Did you know you can join our Xero Research panel to be involved in early testing and research? Find out more and sign up through our website 🙂