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Xero - Option to flag a performance issue without having to raise a support case

I would like to be able to flag or log a Xero issue, without having to raise a case.
Sometimes my colleagues and I are having the same issue at the same time with Xero. Eg. Dashboard not displaying correctly, unable to change organisation from the dropdown menu. But when we go to https://status.xero.com/ everything is showing as "Operational".

An option of being able to click onto a region; setting; choose the issue would be great. That means that Xero could be alerted quickly if there is a wider issue, or if it's an isolated issue.

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Trudy Renner Falconer shared this idea  ·   ·  Report…  ·  Admin →
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submitted  ·  AdminKelly Munro (Community Manager, Xero) responded  · 

Hi everyone, we appreciate wanting to help Xero identify and raise issues asap. While we may consider changes to this overtime, to be upfront there are no immediate plans for changing the current method to raise these sort of issues with us. There are a number of troubleshooting steps our specialists will work through with a customer to rule out external factors that could be impacting your experience with Xero, and they'll get the right detail to investigate, triage and escalate if the cause does appear to stem from within the product.

One area we know customers can commonly run into trouble with is bank feeds, and we do have work going on atm to enable customers to send us an alert if they are experiencing trouble with a bank accounts feed from within their organisation. You can stay up to date with progress for this, on this idea.

We'll update you if there are any wider plans made for changes to communicating issues with Xero. For now, please do continue to reach out by raising a case with our Xero Support team on Xero Central.

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  • Robert Hemsing commented  ·   ·  Report

    It seriously is *way* too hard to open a case. The help article still says you should click the ? icon, then type a question/issue, hit enter and if none of the results match/help you can click somewhere to open a ticket but there actually isn't anywhere to open a ticket.

    You should have some simple, ideally single-click way of reporting technical bugs with your platform that don't necessarily require a complex case to be opened.

  • Dana Dopleach commented  ·   ·  Report

    I had a line item not come through in one of our accounts for the first time in all the many years and multiple accounts that we have. It feels like it may be important to report this sort of anomoly as it may be part of a rare pattern that would stop it from ever happening again, or to anyone else. But as you say here, there is no place to report such a bug's occurance. There is a helpl file on how to create a fake statement line to correct the issue (so it's happened others before !) but nothing to report that it happened so the developers can look at cases that occur to stop them from happening in the first place. Seems like a missed developer opportunity. How are you supposed to make a more stable platform if you don't have the data to know when instability occurs?

  • Leeann Redman commented  ·   ·  Report

    Ability to 'quickly' report Xero Platform Issue

    Currently it is necessary for users to log into Xero Support to submit details of platform issues.
    I would like to see the ability to immediately report the issue via the Xero Status Page.
    As a bookkeeper, I work on Xero for a huge percentage of my day, and when I encounter an issue, what I need to know is that Xero are aware of the issue. I trust that once they know there is an issue that they will deal with it as soon as they can do so. I find 'raising a case' via Xero Support a very cumbersome process.

    There could be a 'report user issue' button on the Status Page, and a drop down menu to indicate what the problem was. If this was easy to use, and users were encouraged to use it this would provide Xero with platform issues in live time.

  • Christopher Le commented  ·   ·  Report

    see CX0015377165. I was informed on 5/8/24 that the HELP repayments on green xero tax estimate is being calculated incorrectly.

    It would help if xero has a dedicated errors page to notify users of potential bugs/mistakes so that when we do advise our clients, we can provide them accurate information and disclaimers - such as telling them that the tax estimate on xero is currently not working, so we will have to prepare you a separate but correct tax estimate.

  • Jill Fechner commented  ·   ·  Report

    There is nowhere to report missing features and bugs apart from this forum, which is more for ideas.
    I have found it difficult to find a place to report an issue quickly.
    For new invoicing the list of missing features and bugs should be reported so we can see what has already been picked up and what is being worked on and fixed.

  • Kylie Herrick commented  ·   ·  Report

    How on earth does a user report an outage or get a message through to the Xero support team? I'd really like to pay my employees today, but alas, there's a payroll outage that is not showing on Xero's status board and no way to notify them of it. How is this an effective system?

  • Hollie Williams commented  ·   ·  Report

    A 'Report an outage' feature would be great to alert the Xero Support team to any smaller or not so common issues using Xero. Currently we can only search topics or raise a case.

    A quick function to report an outage would mean Xero support are more aware of things that aren't working correctly and do not have to wait until multiple people check the Xero status page.

    Eg: Today I have encountered Workpapers are not allowing new workpaper packs to be created. Existing workpapers are not affected.
    I checked with other team members and they have the same problem.
    Xero status shows no issues with any products yet I am having an issue. I have raised a case in hopes it can be corrected shortly.

    If I could report this to Xero Support, they would be alerted more quickly to smaller issues

  • Alicia Thompson commented  ·   ·  Report

    It would be great if you could click a button or something on the xero status webpage if you had found an outage. Otherwise it takes more time for this to be identified and corrected.