Xoxoday manages customer support through a multi-channel ticketing system that classifies, assigns, and resolves issues within defined service level agreements (SLAs), keeping your organisation informed at every step.
How Xoxoday Handles Support Requests
Xoxoday’s support structure is built around a centralised ticketing system that captures every customer interaction — whether it arrives via email, live chat, phone, or an online portal. As soon as a request comes in, a ticket is created in the Xoxoday Ticketing System, giving the issue a unique reference and ensuring nothing is missed.Ticket Classification and Prioritisation
Every ticket is categorised by issue type — such as a technical problem, billing inquiry, or product question — and assigned an urgency level ranging from low to critical. This classification step ensures that a business-critical outage for an organisation running Xoxoday’s Plum or Empuls product is treated differently from a routine configuration query, and that the right team picks it up without delay.Assignment and Expert Routing
Once classified, the ticket is routed to the support agent or specialist team best suited to resolve it. Assignment decisions factor in both domain expertise and current workload, so your organisation is directed to agents familiar with the relevant environment — whether that involves integrations with Slack, Microsoft Teams, Workday, or SAP SuccessFactors.Resolution Within Agreed SLAs
The assigned agent works to resolve the issue within the timeframe defined by the agreed service level agreements. These SLAs set clear expectations on response and resolution times based on ticket priority — critical issues receive accelerated attention, while standard requests are handled within standard windows. Throughout resolution, Xoxoday keeps your organisation informed. Agents provide regular status updates and document all actions taken, so there is full visibility on where things stand at any point.Ticket Closure and Feedback
When an issue is resolved, the support agent confirms the outcome with the customer before closing the ticket. Xoxoday invites customers to share feedback on the support experience, helping the team continuously improve response quality and process efficiency. This closed-loop approach — from first contact through resolution and feedback — reflects Xoxoday’s commitment to transparent, accountable service delivery for every organisation it works with. Learn more: Xoxoday Help Centre — Customer supportWhat SLAs does Xoxoday offer for support tickets?
Understand the response and resolution timeframes Xoxoday commits to across different ticket priority levels.
How do I raise a support ticket with Xoxoday?
Step-by-step guidance on submitting a request via email, chat, phone, or the online support portal.