Security & support

2 results found

1. 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 →
   Feedback  ·  AdminAnis Anuar (Admin, Xero) responded

   Thanks for taking the time to share this, Tracy. We’ve had a closer look at what happened here and can appreciate how frustrating the experience would have been. This is not the experience we expect for our customers.

   We’ve shared your feedback with our team as we continue to improve how AI works within our support model. Since then, our team has also released an update to improve the chat process and make it easier to get further help when needed.

   If you’re still needing help with your original issue, just let us know by replying to this update. I'd be happy to help get you in touch with one of our specialists directly.

2. Product Ideas - don't close comments the second you roll out something

   Xero like to release/roll out a "solution" to a product idea and immediately close the comments.

   Often, Xero Product Team, has completely misunderstood the request and delivered a "solution" that completely misses the mark.

   If the comments were still open, when Xero say they've delivered it, the people interested in the product idea could comment and provide feedback on the "solution".

   Because comments are closed, the only way is through the feedback button, which has multiple downsides:
   - the feedback only goes to Xero, it's not available on a forum for others to support
   - less users are likely to provide feedback this way, than through the forum
   - users are less motivated to provide further feedback (by starting a NEW product idea), when Xero has already failed to deliver on the first one

   To solve the problem, leave the comments open a few weeks or month. So simple.

   Xero like to release/roll out a "solution" to a product idea and immediately close the comments.

   Often, Xero Product Team, has completely misunderstood the request and delivered a "solution" that completely misses the mark.

   If the comments were still open, when Xero say they've delivered it, the people interested in the product idea could comment and provide feedback on the "solution".

   Because comments are closed, the only way is through the feedback button, which has multiple downsides:
   - the feedback only goes to Xero, it's not available on a forum for others to support
   - less users are likely to… more

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

   Thanks for your feedback, Sam.

   Right now, when an idea is updated to Completed, Existing functionality, or Feedback, it's closed to further comments and votes. This isn’t intended to prevent further feedback. Anyone who's voted on the idea and receives an email notification about the update can react and feedback to us directly to share their thoughts. All feedback is reviewed and carefully considered by our teams.

   These statuses indicate that the idea has reached an end state and that the work delivered to address the need has been completed.

   We recognise that, particularly for ideas involving multiple users, customers may have different preferences for how a change should be implemented or may want to suggest additional enhancements. However, keeping ideas open indefinitely makes it more difficult for our product teams to evaluate opportunities and for users to engage meaningfully with the platform.

   Any additional requests or enhancements are best submitted as new ideas. This allows us to continue working with our product teams to advocate for and evolve our products based on your needs.

   I also want to be transparent that we don’t currently have plans to change the actions associated with these public statuses in the short term.

   Thanks for your feedback, Sam.

   Right now, when an idea is updated to Completed, Existing functionality, or Feedback, it's closed to further comments and votes. This isn’t intended to prevent further feedback. Anyone who's voted on the idea and receives an email notification about the update can react and feedback to us directly to share their thoughts. All feedback is reviewed and carefully considered by our teams.

   These statuses indicate that the idea has reached an end state and that the work delivered to address the need has been completed.

   We recognise that, particularly for ideas involving multiple users, customers may have different preferences for how a change should be implemented or may want to suggest additional enhancements. However, keeping ideas open indefinitely makes it more difficult for our product teams to evaluate opportunities and for users to engage meaningfully with the platform.

   Any additional requests or enhancements are best… more