Service Desk
Every XLeShop store is an account on our service desk. Your history, your set-up and your plan are on screen before anyone replies. Every request is tracked, prioritised and answered against a response target.
Sign in with the Service Desk email registered for your shop. Existing customers can also use the Raise a ticket link in the footer of every admin page.
What the desk handles
Something's broken or behaving oddly. Each incident gets a priority from P1 to P4, a response clock and an owner, and stays open until you confirm it's fixed.
New categories, a festival banner, a feature switched on, a new payment gateway. Every change is requested, assessed, approved, scheduled and recorded, so nothing changes on your store by surprise.
Bulk orders, wholesale enquiries and corporate gifting deserve more than a lost WhatsApp message. Leads are logged, assigned and followed up until they're won or closed.
People who know your store, your catalogue and your team, and who speak English, Hindi and Telugu. You're never a ticket number to them.
Help with a product upload, training a new packer, pulling an export, or advice on a campaign. The everyday asks are tracked too.
Every call, email, change and fix is recorded against your shop, so whoever picks up your next ticket already knows the story.
How a ticket flows
From the admin footer, the Service Desk, email or WhatsApp. It becomes one ticket with one reference.
A person sets the priority using the definitions below, and the response clock starts.
You get updates on the ticket at a regular cadence until it's fixed. For P1s, that's at least every hour.
The ticket closes when you agree it's resolved. For serious incidents, you also get a short write-up of the root cause.
Service levels
How quickly we respond depends on how serious the problem is and which plan you're on. Response times are measured on the Service Desk from the moment a ticket is raised.
| Priority | What it means | Examples |
|---|---|---|
| P1Critical | The store is down, or no customer can check out. | Site not loading · every payment failing · orders not reaching the admin |
| P2High | An important function is broken for some customers or staff, with no workaround. | One payment method failing · driver app not syncing · emails not sending |
| P3Normal | Something isn't working right, but there's a workaround. | A report showing the wrong total · a banner not updating · a packing slip layout |
| P4Request | A change, question or how-to. | New category · switch on a feature · training · an export |
| First response target | Starter | Growth | Pro | Enterprise |
|---|---|---|---|---|
| P1 Critical | Same business day | 4 hours | 2 hours | 1 hour, 24×7 |
| P2 High | 1 business day | 8 business hours | 4 business hours | 2 hours |
| P3 Normal | 2 business days | 1 business day | 8 business hours | 4 business hours |
| P4 Request | 3 business days | 2 business days | 1 business day | 1 business day |
| Channels | Service Desk, email | + phone | + dedicated success manager | |
| Update cadence on P1 | At least hourly until resolved, on every plan | |||
Business hours: Monday to Saturday, 9:00–18:00 IST, in English, Hindi and Telugu. Problems that affect the whole platform are handled for every shop at once, whatever the plan.
Change management
A store that takes real orders deserves the same care as a bank's systems. Every change to your shop follows one lifecycle, and every step is recorded against your account.
Built into your admin
Every admin page has a Raise a ticket link in its footer, and the home page shows your licence: plan, renewal date and what's included. Nobody has to hunt for a support email on a busy morning.