If this FAQ doesn't provide you with a solution then please email email@example.com
with your issue.
Providing the following along with your problem will place us in the best possible position to help you.
- Description of the error
- Screenshots of the error and/or
- Screenshot of the error log
Be aware that priority support requests are handled in the order that they are received. Please allow sufficient time for a support representative to review your request and respond accordingly. Our usual response rate is 1-2 business days depending on the volume of support requests at the time.
Our support hours are Monday through to Friday, 9am to 7pm AEST, excluding public holidays.
Q1. How much does the extension cost?
It costs $50 USD per/month/organisation for Zoho CRM 2 Xero.
Q2. Can I try this before I subscribe?
When you sign up here you will get a 10-day trial!
Q3. How can I set it up?
There are two parts to the setup process "Initial Setup" and "Customisation Setup".
This is the setup that our developers will need to put in place the essential parts of the Zoho CRM 2 Xero extension.
As soon as you sign up for your 10-day trial as per above our support team will be notified and a ticket will be created. Our team will then get in touch with you for the following steps:
- How to give access to Xero - so we can install the private app on your Xero account
- How to give access to Zoho - so we can set up all the relevant Xero mandatory and non-mandatory fields.
- Provide you with access to the sync portal
- How to access sync logs, etc.
After the Initial Setup is completed you'll need to perform your Customisation Setup to tailor the system to suit your business. Specifically, you'll need to indicate what part of the CRM matches Xero.
This Customisation includes:
- Setting up your Invoice/PurchaseOrder status mappings between the systems
- Setting up your Tax codes
- Setting up your Branding Themes
- Setting up your Field mappings
- Setting up your Account mappings
Q4. What does it sync between the two applications?
Xero to Zoho CRM module sync
Q5. Does it sync Xero payments?
Yes, it does the sync. Each application has its own set of logic. Once an invoice has been synced from Zoho CRM to Xero it follows the Invoice Status.
In Xero, Client approved invoice status - Cant sync from Zoho anymore as Xero locks it
Can change in Zoho
Can't change in Zoho CRM as Xero locks it
Can't change in Zoho CRM as Xero locks it
In CRM you can create a view which will show what has been paid, not paid, partially paid.
Q6. How does the plugin work - where is my data stored for the validation?
We use a data centre based in Australia for the extension portal. All data is only stored temporarily in the extension portal during the sync and validation process. This data is deleted after 30 days. The data is stored to check and validate last modified and updated information between the applications, and to allows the user to sync back in the case of any error.
Q7. How often does it sync?
- You can sync it anytime subject to Zoho API usage limit.
- Default Autosync will sync twice per day morning and evening
- You can add more sync frequency on your set up page
Q8. Why do we need to provide Xero access?
This plugin does require additional setup aside from the initial installation. Our plugin relies on having an "Advisor level User" ie, firstname.lastname@example.org
within your organisation to pass information back and forth between Xero and Zoho. The User access is combined with your Zoho Admin access to create a private app to enable the synchronisation between the two systems.
Q9. What kind of user access should I provide?
For us to correctly setup your Zoho CRM 2 Xero extension we require the following:
Xero User access: Advisor level permission
This user access is required for the setup process and must remain afterwards.
Zoho User access: Admin level permission
This user access is only required for the setup process.
Continuing to provide us access allows us to more easily help during issues
Q10. How is my data handled?
The information is not directly sent from one system to another. The data is processed in our secure cloud servers in order to maintain a proper syncing process. Oscillosoft understands the importance of your data and will only hold your information for 30 days before it is automatically deleted.
Q11. Why does Oscillosoft need to hold my data?
The information on our servers allows Oscillosoft to monitor for any changes and ensure we know when to update your data. It is also used to provide you with a sync log in your integration portal so you know exactly what you have synced and when.
This information will only be kept for 30 days and automatically deleted after then.