Searching Xero contacts and invoices from a ticket

Beyond the automatic requester match, the app has a Search view that lets agents look up anyone — or any invoice — in your connected Xero organisation without leaving the ticket.

What you can search by

• Name — full or partial contact or company name (e.g. Acme finds Acme Pty Ltd)
• Email address
• Phone number — formatting doesn't matter; 0412 345 678 and +61412345678 both match
• Invoice number — paste an invoice number from the ticket (e.g. INV-0042) and open that invoice instantly

You don't need to tell the app what kind of search you're doing — type one search term and it checks contacts and invoice numbers at the same time.

Searching for a contact

Matching contacts are listed with their details. Select one to see their invoices grouped into Outstanding, Paid and Draft, with the outstanding balance per currency and overdue flags — exactly the same view as an auto-matched requester.

Searching by invoice number

If your search term exactly matches an invoice number in Xero, the invoice appears at the top of the results with the contact it belongs to. Click it to open the full invoice — line items, discounts, tax and totals — right in the sidebar, with a one-click link to open it in Xero.

A few things to know:

• Invoice search is an exact match on the invoice number (capitalisation doesn't matter). Partial numbers won't match — copy the full number from the customer's email, e.g. INV-0042 rather than 0042.
• Results show the contact name on each invoice row, so if a sales invoice and a supplier bill happen to share a number, you can tell them apart before opening one.

Phone-number searches on large accounts

Phone searches scan your most recently updated contacts (up to 400). On very large Xero organisations an old, untouched contact may fall outside that window — the app tells you when the limit was reached. Searching by name, email or invoice number has no such limit.