Xero support – the inside track

Nobody likes hitting a problem, particularly when you’ve got a deadline to nail and something doesn’t quite add up (we hope not literally). With over 20,000 companies now on Xero and more joining each day, I thought it might be useful to include some suggestions on how to get the most from Xero’s global support team and get resolutions quickly.

The obvious
More often than not our colourful Help Centre will contain your answer. It’s comprehensive and packed full of explanations and help articles. You’ll also find links to more than 100 videos of Xero in action.

Open a ticket
If you can’t find your answer quickly then contact support directly. Try to include as much relevant information as is necessary when contacting us. This helps reduce the number of emails bouncing back and forth.

The slightly less obvious
If it’s really urgent then don’t be scared to use the Contact Support Help menu dropdown and tick the Urgent tickbox. For urgent cases, precious time can be saved if you consider whether to Invite Xero Customer Care into your organisation before raising the ticket. If we need to take a look, or if the Development Team need to investigate, we’ll need an invitation. There’s no point waiting for us to ask if you think we’re going to need it.

What you might not have known
For each new issue it’s best to raise a new ticket or send a new email to support@xero.com rather than replying to an old one. Each ticket is assigned to a team member who owns that ticket and is responsible to see it through to closure. Replying to an old email for a closed ticket will re-open a ticket still assigned to a particular team member in a particular time zone. Creating a new ticket for a new issue will mean the ticket will be dealt with by the first available team member who is capable of helping. We have a growing support team worldwide, you might as well take advantage of us.

Make your vote count
Lastly, all tickets with similar content are grouped into categories. This means we can track patterns and volumes of requests coming through in particular areas. This is really useful for the Product Team to review when it comes to building out our functionality. In effect each ticket acts as a vote, so make sure your ticket counts. Picking up the phone, requesting a call back or emailing your favourite team member directly might mean your all important feedback or suggestion never gets logged in the system.