The Scenario
You are a support director. Q2 just ended and you have a coaching session scheduled for next Tuesday with your five lowest-performing agents based on CSAT. Freshdesk's built-in reporting does not export in a shape that makes per-agent averages easy to calculate from Excel.
The bad version of this Friday afternoon:
- You export the CSAT CSV from Freshdesk
- You open it in Excel
- You realize agent names are inconsistently spelled
- You spend two hours cleaning and building a pivot table
- You go into Tuesday's session with three agents who do not actually belong in the room.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Excel workbook that pulls CSAT data from Freshdesk and computes the analysis you need in one pass.
Open the SheetXAI sidebar and type:
Fetch all Freshdesk satisfaction ratings submitted in the last 90 days and write ticket ID, rating, agent name, and submitted date into columns A through D. Below the data, add a summary table showing average CSAT score per agent sorted from lowest to highest. Identify the 5 lowest-rated tickets overall and list them in a separate section.
SheetXAI pulls the responses, writes the flat data, computes the per-agent averages, and builds the coaching shortlist in one pass.
What You Get
An Excel workbook with three sections: raw CSAT data, per-agent average table sorted lowest to highest, and the 5 lowest-rated individual tickets. The sorted summary is what makes the meeting preparation fast.
What If the Data Is Not Quite Ready
When agent names have inconsistent spellings
Fetch all Freshdesk CSAT ratings from the last 90 days. Normalize agent names in column C — treat "J. Smith" and "John Smith" as the same person. Write the normalized name back into column C. Then build the per-agent average table below using the normalized names.
When you want to split CSAT by product area using ticket tags
Fetch all Freshdesk CSAT ratings from Q2. For each rating, also pull the tags on the associated ticket. Write ticket ID, rating, agent name, submitted date, and tags into columns A through E. Below the data, build two summary tables: one for tickets tagged "product-line-A" and one for "product-line-B".
When you only want ratings for tickets that were first-response resolved
Fetch all Freshdesk CSAT ratings from the last 90 days. For each, check if the associated ticket had only one reply before being resolved. Include only those tickets in the analysis. Write ticket ID, rating, agent name, and submitted date into columns A through D, then add the per-agent average summary below.
When you want the full quality picture — CSAT plus response time plus volume — in one table
Fetch all Freshdesk CSAT ratings from Q2. For each agent, calculate average CSAT score, average first response time in hours, and total ticket volume. Write a summary table with one row per agent showing those three metrics, sorted by CSAT ascending.
The pattern: instead of exporting raw data and building analysis in a second step, you ask for both in one prompt. SheetXAI pulls the Freshdesk API data and runs the aggregation inline.
Try It
Get the 7-day free trial of SheetXAI and open a blank Excel workbook, then ask it to pull your Q2 CSAT data and build the agent summary. The Freshdesk integration is included in every SheetXAI plan. See also how to export ticket conversations for QA review or the Freshdesk in Excel overview.