Xoxoday: Help Desk with Ticketing and Escalation

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Multi-Channel Support Designed for Enterprise Programmes

Xoxoday provides a comprehensive, multi-channel support infrastructure built to serve both the programme administrators who configure rewards and the end-users who redeem them. Support coverage spans the full programme lifecycle — from initial onboarding through post-implementation guidance — so your organisation never faces a critical gap during rollout or day-to-day operations.

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Contact Channels and Availability

Administrators and end-users can reach Xoxoday’s support team through three primary channels: a US toll-free phone line available Monday through Friday from 8 A.M. to 6 P.M. EST, live chat directly within the platform, and email-based ticket submission. This multi-channel model ensures that time-sensitive issues — such as a reward redemption failure during a high-volume recognition campaign — can be escalated through the fastest available path without waiting for a single queue to clear.

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Ticketing and Escalation Process

All incoming tickets are categorised and prioritised by severity. A system-wide access issue receives a higher-priority response than a cosmetic configuration query. Xoxoday’s help desk follows a structured escalation path, routing unresolved tickets from frontline agents to senior technical specialists and, where needed, to the engineering team. Organisations that have integrated Xoxoday with HRIS platforms such as Workday, SAP SuccessFactors, or Darwinbox can log integration-specific incidents through the same workflow, with engineers familiar with those data pipelines assigned to each case.

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Separate Queues for Administrators and End-Users

Xoxoday differentiates support queues for programme administrators and end-users. Administrators receive guidance on platform configuration, access controls, reward catalogue management, and reporting dashboards. End-users — employees redeeming points or managers nominating peers for recognition — are served through dedicated channels tuned for faster resolution of day-to-day redemption queries. This separation prevents high-volume end-user tickets from crowding out complex administrative requests.

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Uptime and Reliability Backing Every Support Commitment

Xoxoday maintains a 99.99% platform uptime, supported by infrastructure that meets ISO 27001 and SOC 2 Type II standards. For global enterprises running always-on recognition programmes across teams that collaborate in Slack or Microsoft Teams, this availability is non-negotiable. Support commitments are reinforced by the same security and reliability posture that governs the platform’s core infrastructure.

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Onboarding and Post-Implementation Support

Beyond reactive help desk access, Xoxoday assigns dedicated onboarding specialists who guide your organisation through initial configuration, data migration, and integration setup. Post-implementation reviews help administrators optimise programme performance over time, treating the go-live date as a starting point rather than a handoff. Learn more: Xoxoday Help Centre — Customer Support