How the app handles your data
The app is read-only and privacy-first:
- It reads the ticket requester's email address and phone number from Zendesk and uses them only to look up the matching contact and invoices in your connected Xero organisation.
- All requests go through Zendesk's secure proxy. Your Xero credentials are never exposed to the app or the browser — the connection uses OAuth authorised by your administrator.
- Information is shown in the ticket sidebar only. It is not stored by us, sold, or shared with any third party other than Xero (to fulfil your request).
- The app never writes to Xero — it cannot create, edit or delete contacts or invoices.
For full details, see our Privacy Policy.
Who can see the app
By default the app is visible to all agents, but an admin can restrict it to specific roles or groups under Admin Center > Apps and integrations > Apps > Zendesk Support apps.
Known limits
- Phone-number matching scans your most recently updated Xero contacts (up to 400). The app tells you when it hits this limit.
- Invoice-number search is exact match — partial invoice numbers won't match.
- One Xero organisation per app installation (the organisation selected when the connection was authorised).
- Xero applies rate limits per organisation. On very busy accounts a search can occasionally fail — waiting a moment and retrying resolves it.
Troubleshooting
"Xero isn't connected (or the connection expired)"
The OAuth connection needs to be re-authorised. An admin should go to Admin Center > Apps and integrations > Apps > Zendesk Support apps, open the app, and click Sign in with Xero again. Agents cannot fix this from the sidebar.
No contact found for the requester
The requester's email (and phone, if set) didn't match any Xero contact. Check the contact's email address in Xero matches the address the customer writes in from, or use the search box to find them by name. See How the app matches ticket requesters to Xero contacts for details.
The app doesn't appear in the ticket sidebar
- Click the Apps button in the ticket's upper right — the sidebar may be collapsed.
- Check whether an admin has restricted the app to specific roles or groups that don't include you.
An invoice won't open
If an invoice was deleted or voided in Xero after the search ran, the app shows "That invoice could not be loaded." Search again for current results.
"Something went wrong talking to Xero"
A temporary error (often a Xero rate limit on busy organisations). Retry the search; if it persists, re-authorise the connection as described above.
Still stuck?
Contact us at support@gravity.cx and include your Zendesk subdomain and a screenshot of the sidebar message.
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