​

This month, we’re giving you 20/20 vision into your team's performance. Helpdesk now tracks Service Level Agreements (SLA) with customisable policies, breach reporting and an on-hold status that pauses timers when you're waiting on vendors.

In Statements, we've launched Triggers to speed up your reconciliation workflow. Set conditions, assign actions and add comments automatically - no more repetitive manual touches.

Set deadlines, track performance, and keep vendors happy with defined Service Level Agreements (SLA).

What’s more is you can customise SLAs by ticket category, mailbox, priority and assignee to manage expectations and workloads.

In Helpdesk settings, you'll find a tab labelled "SLA Policy". Here's how to set it up:

1. Activate SLA tracking by clicking the toggle
​
​

2. Set a default SLA rule
​
​

You need to set a default SLA, which applies to every ticket in your system. Xelix automatically defaults at 2 days, but you can change this to suit your needs.

💡 Note: You can't exclude specific ticket groups from SLAs

3. Set custom SLA rules

After setting a default SLA, you can further customise SLAs by ticket conditions:

💡 Note: Ticket categories also include any custom categories you may have

Once you set custom SLAs, any tickets that match those conditions will follow the custom SLA time limit instead of the default one.

💡 Note: Custom SLAs always take priority over your default SLA. If custom rules overlap, the shortest SLA will take priority

4. Save your SLA policies

The SLAs will only apply to tickets after you've saved your settings.

Our new SLA icons let you track SLA status and deadlines across all tab views, including two new dashboard widgets with clickthroughs.

Under 'All Tickets' you'll see an SLA column enabled at the furthest right. This column shows whether the ticket SLA is:

In Inbox and Kanban, you'll see the same icons displayed on the ticket board.

In your dashboard, you'll see a 'Tickets in Breach' widget on the right.

You get a quick glance into the amount of breached tickets, and when you click the widget you'll be taken to a filtered "all tickets" list, outlining all breached SLA tickets waiting for your investigation.

Another widget we offer is available in your chart library: Tickets nearing SLA which you can pin to your dashboard by clicking on the toggle. It shows you the amount of tickets nearing breach and when clicked, takes you to a filtered list under 'All ticket views'

These widgets have been designed so you can see which tickets are approaching their SLA deadline or already in breach, so you can prioritise urgent vendor inquiries before they become problems.

💡 Note: Click on the funnel icon on the top right of these widgets to view the amount of tickets in breach/approaching SLA within a date range

What if the SLA is ticking but you’re still waiting on your vendor to get back to you? Introducing On Hold status!

With on hold tickets, you don’t need to be accountable for your vendor’s delay and can maintain accurate reporting metrics.

Once a ticket moves from ‘In Progress’ → ‘On Hold’ the ticket will pause on SLA timers, handling time and ticket aging calculations.

You can move a ticket to ‘On Hold’ through drag and drop (Kanban), by selecting the ticket state in dropdown menu (Inbox) or by selecting the ‘On Hold’ state in Columns & Filters (All Tickets).

💡Note: In Kanban hide the On Hold column if you want to maintain focus on tickets that need your attention

Move tickets back to 'In Progress' once the vendor replies to resume tracking.

💡Note: Currently, you have to manually move a ticket to “On Hold” however, we’re working on automations here

Triggers put your reconciliation workflow on autopilot, automatically handling actions and comments so you don't have to. This means you can say goodbye to repetitive manual touches you’ve been making and let Triggers do the heavy-lifting.

Triggers is a crucial step in our journey to delivering fully touchless statements. From pulling statements from your inbox to reconciling them and sharing results with vendors - your statements will be taken care of behind-the-scenes. Configurable to your preferences, touchless statements will be a game-changer for your team.

In Statements Settings, head over to the "Triggers" tab. Here you'll see a column on the left where all your triggers will exist.

💡 Note: Your triggers follow a priority - the trigger at the top of the list will take priority over the triggers below. So if you have condition overlap (e.g. you have two triggers that fire an automated vendor note), the trigger positioned higher in the list will apply. The priorities will be numbered according to position in the list so you know your priority hierarchy.

Click 'Add trigger' in the left column or 'Create another trigger' in the centre to create a trigger. Then, create a name for your trigger, this will appear in the left column.
​

Triggers allow you to assign action or add comments for invoices that fit a particular condition, which we segment by Xelix and Ledger column.

The Xelix columns are the same filters under the KPIs and Actions section of Columns and Filters in your reconciliation results page:

1. Status (Default)

💡 Note: When your status is set to ‘missing’ Xelix default is to assign ‘request copy’ - you don’t need to assign this action

​

2. Paid/Closed Now (KPI)
​

3. Invoice Found (Action)

💡Note: If you’d like us to include more columns, submit your feature request via support tickets or speak to your dedicated CSM

​

The Ledger columns are the same filters under the Ledger section of Columns and Filters in your reconciliation results page.

These can be any custom ledger columns included in your daily files e.g. Purchase Order, Matching Exception, Document type etc.

📌 Tip: Check our Rec results page: Ledger, Statement and Actions panel guide to learn more about the columns and filters available to you

Importantly, Triggers offers an ‘and’ functionality which lets you combine invoice properties. This means you can customise an action for an invoice that meets multiple Xelix and/or Ledger column conditions.

Triggers offers two actions you can automate: “Assign Action” and “Add comment”.

Assign Action:

Want to add a new action? Head over to the Fields & Actions tab next to Triggers and add your own customised actions, suited to your needs.

Next, when you select assign actions on Triggers, you will see the ‘add custom action’ button.

This is a popup synced to your Fields & Actions - so any custom actions made there will show up here. You also have the opportunity to add custom actions in the popup:

Add comment:

When you select any of the comment actions, you will be prompted to compose the note.

💡 Note: There's a character limit for internal and vendor notes - max 250 characters. Remember to save your notes!
​