The Scenario
You are a support team lead. It is 2:30 PM on a Tuesday and the evening shift starts at 4 PM. You need to redistribute open, high-priority tickets unassigned for more than 48 hours across your eight evening agents before handoff. The data is in Freshdesk and there is no way to see it next to agent workload in one view.
The bad version of this handoff:
- You filter Freshdesk for open, high-priority tickets
- You click through each one to check how long it has been sitting
- You write ticket IDs on a notepad
- You assign them one by one in Freshdesk
- You forget which agent already has a full queue
- You walk into the 4 PM handoff with half the tickets still floating.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Excel workbook that reads data from Freshdesk and writes it directly into the workbook — ready for triage, reassignment, and documentation.
Open the SheetXAI sidebar and type:
Fetch all open high-priority tickets in Freshdesk with no assigned agent and write ticket ID, subject, created date, requester email, and how many hours the ticket has been open into columns A through E.
SheetXAI calls the Freshdesk API, computes hours open from the created timestamp, and fills the workbook. You now have a sortable view of every orphaned high-priority ticket.
What You Get
An Excel workbook with one row per unassigned high-priority ticket, columns A through E. Sort column E descending to see the oldest tickets first.
The hours-open column is what makes the triage meeting move fast. You can add a column F with agent names, then ask SheetXAI to update Freshdesk assignments to match what you wrote.
What If the Data Is Not Quite Ready
When you want to add an urgency tier column automatically
Fetch all open high-priority Freshdesk tickets with no assigned agent. Write ticket ID, subject, created date, and hours open into columns A through D. In column E, write "Critical" if hours open is over 72 and "Overdue" if it is between 48 and 72.
When some tickets have tags you want to use for routing
Fetch all open high-priority unassigned Freshdesk tickets. Write ticket ID, subject, tags, and hours open into columns A through D. In column E, write the suggested agent based on this mapping: billing → Sarah, onboarding → Marcus, technical → Priya. Leave column E blank if no matching tag.
When you want to exclude tickets that were auto-escalated by a rule
Fetch all open high-priority Freshdesk tickets with no assigned agent. Exclude any ticket where the subject contains "[Auto-Escalated]". Write ticket ID, subject, created date, and requester email into columns A through D.
When you want to pull the data, triage it, and push assignments back in one session
Fetch all open high-priority unassigned Freshdesk tickets and write ticket ID, subject, hours open, and requester email into columns A through D. Leave column E blank for me to fill in agent names. When I am done, I will ask you to update each Freshdesk ticket's assigned agent to match what I wrote in column E.
The pattern: the workbook becomes the working surface for a decision that Freshdesk does not make easy to see. SheetXAI moves the data out, you make the calls, then SheetXAI moves the decisions back in.
Try It
Get the 7-day free trial of SheetXAI and open a blank Excel workbook, then ask it to pull your unassigned Freshdesk tickets. The Freshdesk integration is included in every SheetXAI plan. See also how to bulk-update ticket fields from a workbook or the Freshdesk in Excel overview.