The list below outlines all Helpdesk features, specifying which features will be available in Helpdesk Lite. If you and your team are interested in accessing the full capabilities of Helpdesk, please reach out to your Customer Success Manager.
Helpdesk Lite Features
Inbox Functionality:
Included | Feature | Comments |
✅ | Multiple Mailboxes Integration | Organisations will be able to integrate an unlimited amount of mailboxes with Xelix. |
✅ | Multiple Mailbox Permissions | Organisations will be able to assign mailbox access permissions to Xelix Users. |
✅ | Mail Client Alignment | Xelix will accurately reflect an organisation’s mailbox as it is set-up on another mail client (e.g., Outlook) for organisations with Graph API integration. |
✅ | Messaging Functionality | Users will be able to converse with recipients on Xelix the way they would expect to on another email client. |
Ticketing Functionality:
Included | Feature | Comments |
✅ | Ticket Generation | Incoming emails will be automatically grouped in relevant threads and assigned a ticket number. |
✅ | Auto-Categorisation for Statements | New, incoming tickets may be automatically categorised as Statement tickets only. |
❌ | Ticket fields | Users can manually assign and update the following ticket fields: Ticket Status, Ticket User Assignment, Ticket Priority. |
❌ | Ticket Vendors | Statement Tickets may be automatically mapped to one or more of an Organisation’s Vendors. |
❌ | Ticket Internal Comments | Users will be able to post internal comments against a ticket. |
❌ | KanBan View | Users will have no access to Kanban view. |
❌ | Report Builder and Charting | Some charts and report-building capabilities will be available. |
❌ | User Assignment | Users will be able to assign tickets to one or more users |
AI/AP Specific Features:
Included | Feature | Comments |
✅ | Statement Reconciliation Flow | Statements within a ticket will be identified, allowing users to begin the Statements recs journey from Helpdesk. |
❌ | Reminder Flow | Suggestions will not be shown for emails where vendors are chasing payment but do not include a reconcilable attachment. |
❌ | Bank Change Flow | Bank detail change requests will be extracted and mapped to ERP data, letting users know if the request has already been actioned. |
❌ | Automatic Translation | Emails will be translated if not in the user’s language. |
❌ | Ticket Summarisation | Long ticket threads will be summarised for users. |
To learn more, see Helpdesk Module Workflow.