Support and Guidance in Xena
We’ve made it easy for you to get support in Xena. Here’s where you can find help and guidance.
Xena has several built-in features that make it easy to find help and support, whenever and wherever you need it.
Built-in help function
Xena has an integrated support function that gives you direct access to guidance on the screen you are working in.
To activate the help function:
Open the screen where you need help
Click the question mark (?) on the right side of the top bar
Select Show help
A question mark will then become visible on all areas and fields that contain a link to a guide. Click the question mark to see the guide in a pop-up window directly on your screen. If you want to open the guide in a separate window, hold down the Ctrl key and click.
The Xenapedia app
You can install the free Xenapedia app via the App Store. Once installed, you get direct access to our website from within Xena, where you can find help guides, release notes, operational status and much more.
Go to Apps > App Store in the menu
Find the Xenapedia app and click Install
Select the users who should have access to help guides directly from Xena
After installation, you will find Xenapedia in the menu under Apps > Xenapedia.
Contact Xena Support
Xena is designed to be so intuitive that you can use the system without an extensive introduction. If you experience challenges or have suggestions for improvements, you can easily contact us directly from Xena.
If you have questions about the system or need support:
Click the question mark (?) in the top bar
Select EG SASHA Chat
Write your question directly to us
EG SASHA is our AI assistant, which searches all our guides and can answer many of your questions directly. If SASHA cannot solve your problem, you can either have a ticket created, where we will contact you afterwards, or switch to live chat and speak with a support agent directly.
We respond to all enquiries as quickly as possible within our opening hours.
EG Support Portal
If the support team needs to see what you see on your screen, click the question mark (?) in the top right corner of Xena and select EG Support Portal. The portal opens in a new tab, after which you can follow the support agent's instructions.
Operational status
When there is important information or errors, the Operational Status page is updated with all relevant information. A coloured dot next to the menu item shows the current status:
Green = Everything is OK
Yellow = There is important information or errors reported
Red = Xena is not available
If the status is yellow or red, the Operational Status page opens automatically when you start a chat with support.
What we can — and cannot — help with
We guide you in the use of EG Xena, but we do not offer advice on bookkeeping or business operations.
We can help with:
Explaining how bookkeeping works in Xena
Walkthroughs of how to use Xena's features
We cannot:
Perform bookkeeping for you
Handle invoicing or other accounting tasks
Do you need bookkeeping help? We recommend that you contact an accountant or an accounting firm.
➡️ Read more about our support on EG's website
Additional resources
➡️ Xenapedia — our guide pages
➡️ Getting started guides
➡️ Support page with operational status, FAQ and updates
- Updated