How to Get XMC Technical Support

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XMC Helpdesk Support 

Our XMC (xkzero Mobile Commerce) clients are invaluable to us. XMC is designed to be user-friendly, reliable, and consistently deliver optimal performance for your business. However, even the best software can occasionally encounter issues. 

If you experience any technical difficulties with XMC, xkzero offers comprehensive Technical Support through our online Helpdesk. Below, you'll find information on how to easily access and utilize the xkzero Helpdesk for XMC. 

helpdesk

Getting Started 

How to Log in and Navigate the Dashboard 

1. Access the Login Page

Open your web browser and go to the xkzero Helpdesk URL https://support.xkzero.com/. You can access the Helpdesk by clicking the button below. 

xkzero Helpdesk

2. Enter Your Credentials

Use your registered email and password to log in.

If you don’t have login credentials, you can submit a ticket directly from the page or you can email a ticket to xkzerosupport@xkzero.com.

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3. Dashboard Overview

Once logged in, you will see the main dashboard (below), which includes:

  • Ticket List: Displays all active tickets assigned to you or your team.
  • Navigation Menu: Provides quick access to tickets, reports, settings, and automation features.
  • Search Bar: Helps find specific tickets based on keywords, ticket ID, or user details.

Overview of the Main Interface 

  • Tickets Tab: Lists all open, pending, and closed tickets.
  • New Ticket Button: Allows users to submit new tickets.
  • Filters and Sorting: Helps agents organize tickets by priority, category, or date.
  • User Profile Settings: Enables users to update their information and preferences.

Creating and Managing Tickets

How to Submit a New Ticket

  1. Click on the "New Ticket" button from the dashboard.
  2. Fill in the required details:
    • Subject: Summary of the issue.
    • Description: Detailed explanation of the problem.
    • Category: Select the relevant category (e.g., IT Support, Billing, etc.).
    • Priority Level: Choose from Low, Medium, High, or Urgent.
  3. Attach any relevant files or screenshots.
  4. Click "Submit" to create the ticket.
main interface

Attaching Files/Screenshots to a Ticket

  • When creating or replying to a ticket, use the "Attach File" (“Paperclip icon”) option.
  • Select the file from your device and upload it.
  • Ensure the file format is supported (e.g., JPG, PNG, PDF, DOCX).
  • Confirm that the attachment appears in the ticket before submitting.

Categorizing and Prioritizing Tickets

  • Categories: Assign tickets to specific categories (e.g., Hardware, Software, Billing) for better organization.
  • Priorities:
    • Low: General inquiries or non-urgent issues.
    • Medium: Standard support requests.
    • High: Issues affecting workflow but not critical.
    • Urgent: Business critical problems requiring immediate attention.
new ticket

Assignment of Tickets to Consultants

The xkzero ticketing system uses automation rules to assign tickets automatically based on:

  • Keywords in the Subject or Description: Certain words trigger assignment to specific consultants.
  • Category-based Assignment: Assigns tickets to consultants handling specific categories.

xkzero's easy-to-use Helpdesk, is a great way for XMC customers to enhance efficiency, reduce response time, and improve customer satisfaction. Thank you