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

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    7 comments  ·  For small businesses » Subscription & support  ·  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.

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    Kylie Herrick commented  · 

    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?

    Kylie Herrick supported this idea  ·