The Scenario
You are a support team lead. It is Tuesday morning and your workload review is at 11 AM. You need every open Fireberry ticket in an Excel workbook — ticket title, priority, assigned agent, account name, and days open — so you can balance the queue and catch anything sitting for more than two weeks.
Your workbook lives on SharePoint. Every Tuesday you build it from scratch: export the Fireberry ticket CSV, open it in Excel, calculate days open with a formula, build a PivotTable by agent, format it so it is legible in the meeting, upload to SharePoint.
The bad version of the last eight Tuesdays:
- You download the CSV and open it in Excel
- You calculate days open: =TODAY()-[@[Created Date]]
- You find that Created Date came through as text, not a date, so the formula returns an error
- You convert the column to dates using Text to Columns
- You fix the formula, copy-paste as values
- You build the PivotTable
- You format the table so the overdue tickets are visually obvious
- You upload to SharePoint at 10:48 and walk into the meeting
- Next Tuesday you do this again
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Excel workbook that pulls the live Fireberry data and does the Days Open calculation for you.
Open the SheetXAI sidebar and type:
Pull all open tickets from Fireberry and paste them into my 'Support Queue' tab with columns for ticket title, priority, assigned agent, account name, and created date. Calculate the number of days each ticket has been open based on today's date and add a 'Days Open' column. Highlight any rows where Days Open is more than 14 in red.
SheetXAI pulls the live data, writes the rows with Created Date as a proper Excel date, calculates Days Open, and highlights the overdue rows. You walk into the 11 AM review with a current workbook.
What You Get
A support queue workbook ready for the meeting:
- All open tickets — live Fireberry queue, not a cached CSV
- Days Open column — calculated from created date to today, no formula to write
- 14+ day tickets highlighted in red — visible without scanning 200 rows
- Assigned agent column — distribution is visible immediately
Created Date arrives as a real Excel date. No Text to Columns, no formula errors.
What If the Data Is Not Quite Ready
Support queues in a live CRM are always messy in at least one way.
When tickets are assigned to agents who have left the team
Former agents still appear in the queue because their tickets were never reassigned.
Pull all open Fireberry tickets into the 'Support Queue' tab. After writing the rows, check the assigned agent column against the current agents listed in my 'Active Agents' tab (column A). Flag any tickets assigned to agents not on that list with "Unassigned" in a new 'Reassignment Needed' column.
When the review is organized by priority tier rather than by agent
The 11 AM meeting reviews P1s and P2s first.
Pull all open Fireberry tickets into the 'Support Queue' tab. Sort by priority descending (P1 first, then P2, then P3), and within each priority tier sort by Days Open descending. Add a blank separator row between priority tiers.
When you need only one account's tickets for an escalation call
An account manager has a call with a major account in one hour.
Pull all open Fireberry tickets for the account named 'Meridian Health Group' and paste them into a new tab called 'Meridian Escalation'. Include ticket title, priority, assigned agent, days open, and the last note on each ticket.
When you need the full queue plus an agent workload breakdown in one pass
Pull all open Fireberry tickets. Write them into the 'Support Queue' tab with a Days Open column. Highlight rows where Days Open exceeds 14 in red. Then create a second tab called 'Agent Workload' with one row per active agent, showing current open ticket count, average days open, and count of P1 tickets. Sort that tab by open ticket count descending.
The pattern: the export and the analysis happen in one prompt. The workbook is ready before the meeting, not during it.
Try It
Get the 7-day free trial of SheetXAI and pull your Fireberry support queue into an Excel workbook, then ask it to calculate days open and flag the overdue tickets. The Fireberry integration is included in every plan. For related workflows, see how to bulk-create Fireberry tickets from an Excel workbook or the Fireberry in Excel overview.