Contents:
What is Eli?
Eli is Xelix's new interactive support agent, embedded directly in the platform. It's not a bot working through a script - it reads and interprets what you send it, including screenshots, and responds accordingly. Eli replaces our old support form and email-based ticketing.
Available 24/7, on all working days
Answers how-to and set-up questions instantly, by searching our knowledge base
Available to every user in your organisation, not just admins
Works in 45+ languages, so you can talk to Eli in the language you're most comfortable with
💡 Note: our knowledge base articles are written in English, so Eli translates its answers into the language you write in
What can Eli do?
Answer how-to and set-up questions instantly, by searching our knowledge base
Read a screenshot you send it, and point you to the right screen or setting
Show you the status and history of your tickets
Shows you the Xelix server status (status.xelix.com)
Prompt you for the information we need to resolve a ticket, so you're not waiting for us to ask
Hand you over to a person at any time - when it does, we can see your full conversation, so you won't need to repeat yourself
What can't Eli do?
Read or access your live Xelix environment - if you're stuck on a screen, send Eli a screenshot rather than describing where you are
Make changes to your data or settings on your behalf
See anything you haven't shared with it directly
Replace your named support contact for automated file processing alerts
💡 Note: if Eli can't confidently answer something, or picks up that your issue is urgent or business-critical, it'll hand you straight over to a person
Where do I find Eli?
You'll find Eli behind the new chat icon in the bottom-left corner of the Xelix platform. From here you can see your recent messages and tickets, search the knowledge base and check the current Xelix system status.
Our knowledge base is also accessible from the help icon in the top-right corner, alongside your organisation's ticket history.
How do I use Eli?
Ask a question
Click send us a message and type your question. Eli will search the knowledge base and reply with a clear answer, including any relevant screenshots. If Eli's answer doesn't fully solve it, keep replying - you can ask Eli to send the conversation to our support team at any point.
Submit a ticket
Click send us a message, then choose to raise a ticket
Add as much detail as you can - invoice numbers, amounts, dates and a direct link to the page in question all help us resolve it faster
Choose whether to CC any colleagues - anyone you add will be included in all follow-ups
Submit
You'll get a confirmation in the chat and by email, including your ticket's unique ID.
Track your messages and tickets
Messages tab: every conversation you've had with Eli
Tickets tab: every ticket you've submitted, and its current status
💡 Note: admins can see all tickets raised across their organisation, not just their own via the knowledge base.
Search the knowledge base
Use the search bar to look up specific articles by keyword, or browse by topic. Any new feature we release now comes with a knowledge base article, so it's worth checking here first.
What's changed since launch
The old support form is deprecated - the form doesn't exist anymore. Use Eli in the Knowledge Base to raise login/SSO issues.
We no longer support email - if you email a support address, you'll get an automated redirect to raise it with Eli instead. The ticket will not be created in the support system for us to investigate further.
Your tickets have moved with you - every ticket from 1 January 2025 onwards, including open ones, has been migrated with its full history. Open tickets continue to be handled via email, so you don't need to raise them again.
Severity is now assigned automatically, by workflow, based on the ticket you raise - this replaces manual assignment by a support agent.
Please raise one ticket for each issue - if several people in your organisation raise the same issue separately, we have to manually merge them, which takes 10-15 minutes per ticket and slows down your resolution.
Frequently asked questions
1. Do I need a new login to use Eli?
No. If you can already log into Xelix, you can use Eli.
2. Will my existing tickets show up in Eli straight away?
Yes - every ticket from 1 January 2025 onwards, including open ones, has been migrated with its full history. If you raised a ticket on launch day itself, it may have taken a little longer to appear while we ran a final top-up migration.
3. Can I see the status of all my tickets without opening each one?
Yes, each ticket shows its status without you needing to click in. We're also looking into more detailed reporting within the knowledge base, so you can see open and closed tickets at a glance.
4. Can I set the priority on a ticket myself?
Not currently - severity is assigned automatically by workflow, based on the type of ticket you raise, rather than set manually.
5. Will tickets automatically close?
Yes. If we don’t receive a response to a ticket, we’ll send two reminders (three working days apart). The ticket will close if there’s still no response after the second reminder, but it can be reopened at any time by replying.
6. Can a closed ticket be reopened?
Yes - just reply to it, and it'll reopen.
7. Is Eli available for all users, or only admins?
All users. Admins additionally get visibility of every ticket raised across their organisation via the knowledge base. If you don’t have access, and you should, please raise this via Eli.
8. Can I use Eli in another language?
Yes - Eli supports 45+ languages. Our knowledge base itself is written in English, but Eli will respond to you in the language you write in.
9. Will the knowledge base be available to partner implementation teams?
Yes, as long as you have onboarding portal access. If you have any trouble accessing it, reach out to your partner manager.
10. Can Eli read what's on my screen?
No - Eli can't see your live Xelix environment. Send it a screenshot of what you're looking at, and it'll read that and point you in the right direction.
11. Who can see my conversations and tickets?
You, the admins in your organisation, your Xelix Account Manager and the Xelix Support team. Nothing is shared beyond that.
12. Can I still email support?
No - please raise your question or ticket with Eli instead. Emails to support addresses are no longer monitored and will be automatically closed.