Agents can use the Freshdesk-Xero app to associate the time-sheets of the tickets they’ve resolved to Xero draft invoices. Once a ticket has been closed and time-sheets finalized, the agent can select the “Create Invoice” button to create a draft invoice in Xero. If the Ticket Requester’s Company name or email ID matches a contact in Xero, agents can link the ticket to an existing invoice instead of creating a new one. But if there is no contact that matches the ticket requester, a new contact will be created in Xero with the Requester Name when the invoice is created. When an agent clicks on “Create Invoice” or “Edit” the time-sheet from the current ticket will be automatically populated on the draft invoice screen. In case this is an “Edit” action and the invoice already has existing time-sheet entries from another ticket, then those entries would be read-only. Agents can associate each time-sheet entry with an inventory item. Agents will be able to select only those items which Admins have authorised for display via the app configuration page. If an inventory item from Xero is selected, then the unit price and related tax rates will be automatically applied in Xero. If no inventory item exists or if an agent chooses not to link an inventory item with a time-sheet entry, agents will have to select an “Account” name. This “Account” name will be apply to all time-sheet entries which do not have inventory items linked with them. Once an agent has filled in all the details, clicking on the “Create” button will link the resulting Xero draft invoice to the Freshdesk ticket. Subsequently on the ticket details page, agents can see the invoice name and current status of the invoice. They can also view additional details of the invoice any time by clicking on the “View” link. Admins have to approve draft invoices in Xero before it is sent out to customers. Admins will also have the ability to delete invoices from Xero.

Follow these steps to set up your Xero app for Freshdesk: 1. Sign in to your support helpdesk and click on Admin. 2. Under Helpdesk Productivity, choose Apps. Click on Get More Apps. 3. Find Xero and click on Install. 4. Fill your freshdesk domain and api key. 5. Click on Connect to Xero button. 6. Fill your Xero User ID and password in the boxes provided to Login to your Xero account. 7. You will be redirected to a page that will request you to authorize Freshdesk. 8. Select the organization in your Xero account that you want to link to your helpdesk 9. Authorize the application 9. Once authorized, you’ll be taken to Xero’s App Options page in Freshdesk. You can select: The Chart of Accounts: Freshdesk will pull all account names associated with the Revenue account head in Xero’s “Chart of Accounts”. Specify which accounts you want agents to access while creating draft invoices. An account needs to be set for those line items that do not have an associated inventory item. “Sales” will always be selected by default. If “Sales” does not exist, the first account that exists under “Revenue” in Xero will be considered default. Inventory: Specify which Inventory items you want agents to access when creating draft invoices. The time sheet entries can be associated to Xero inventory items that have a selling price set according to the hourly rate that a business wants to charge a customer. This rate would therefore be applied to the invoiced line items (timesheet entry) and the total invoice value will be calculated automatically. The Xero admin would simply need to approve this invoice and forward it to the customer for payment