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.
How to Find Help in Xena
To make it simple for you, we’ve gathered a range of help articles that you can access directly in Xena, so you can quickly find answers whenever and wherever you need them.
➡️ Read about the built-in help function in Xena
You can also install the free Xenapedia app via the App Store. Once the app is installed, you’ll see a new menu item under Apps, from where you can open Xenapedia.
➡️ Link to Xenapedia
On our support page, we’ve collected useful resources to guide you further. Here you’ll find links to all help articles, frequently asked questions on specific topics, news articles, service status, and product updates.
➡️ Link to the support page
New to Xena? Our Getting Started guides will help you step by step to create your personal account and your first set of accounts.
➡️ Link to Getting Started guides
Chatbot: EG Sasha (beta)
We have added a chatbot – EG Sasha – which provides you with quick guidance directly in the system.
EG Sasha is available 24/7. To start a chat with EG Sasha, simply click on the question mark at the top of the screen and select EG Sasha Chat (AI beta). The chat opens in a separate window that you can move around, so you can continue working in Xena at the same time.
EG Sasha can help you with:
- step-by-step guidance for specific tasks
- answers to common questions
- links to relevant guides and help articles
When you end a chat, you will be asked if your question was answered. If the help was useful, you can close the chat and give a rating from 1–5 stars.
If the answer did not solve your problem, you will automatically be presented with additional options to contact our support team, so you can still get the help you need.
EG Sasha is initially launched as a beta version. We will continuously analyze your feedback and improve both answers and functionality so that the assistance becomes even better over time.
Personal Support
To chat with support, simply click the question mark at the top of the screen and select Write to Support. You can also send an email to our support team.
➡️ Read more about our support on EG’s website
When you’re in contact with the support team and they need access to your screen, just click the question mark at the top right in Xena and select the menu item EG Support Portal. The portal will open in a new tab, where you can follow the support agent’s instructions.
Operational Status
When there is important information or if any issues arise, the Operational Status page will be updated with all relevant details.
To make it easier to quickly see whether there is important information, a colored dot is displayed next to the Operational Status menu item. The dot indicates the current status:
🟢 Green = Everything is OK
🟡 Yellow = Important information or issues have been reported
🔴 Red = Xena is not available
If the status is yellow or red, the Operational Status page will open automatically when you start a chat with Support.
What We Can – and Cannot – Help With
We guide you in using EG Xena, but we do not provide advice on bookkeeping or business operations.
We can help with:
✅ Explaining how bookkeeping works in Xena
✅ Walking you through how to use Xena’s features
We cannot:
❌ Do bookkeeping for you
❌ Handle invoicing or other accounting tasks
Need help with bookkeeping? We recommend contacting an accountant or a bookkeeping service.
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