Give practice staff the Provide Support option in Partner Edition

Give your practice staff the Provide Support option so clients can ask your staff questions from within Xero. You'll need to have the Principal permission in your practice to give staff this option.

About Provide Support

When clients click the Ask my adviser link in the help menu or on the business performance dashboard, they can compose and send a query to your staff member without leaving Xero. Queries will go to the email address the staff member uses for logging in to Xero. If more than one staff member has the Provide Support option for a client, they'll all receive the client's query. The email will be sent from Xero's messaging service email.

The Ask my adviser feature is only available where your practice is listed as the subscriber of the client's organisation.

Give practice staff the Provide Support option

  1. From the header, click the list icon Image showing the list icon, then select My Xero.

  2. Click the Staff tab.
  3. Click the staff member's name.
  4. Next to Has Access To, click the [number] organisations link.

    Image showing user clicking on link labelled '1 organisation managed by the practice'.

  5. For the client organisation:

    • Select the Adviser role.
    • Select the Provide Support checkbox.

    Image showing Adviser role with Manage Users check box selected.

  6. Click Save.