The Scenario
You are a QA analyst. At the end of every month, you score 30 escalated tickets for communication quality. To score them you need the full conversation thread: every message, the agent name, and the timestamp. The ticket IDs are in column A of your Excel workbook.
Freshdesk lets you read conversations one ticket at a time. There is no conversation thread export.
The bad version of this monthly review:
- You open ticket 1 in Freshdesk, read the thread, copy the messages into your scoring workbook
- You open ticket 2
- You lose your place halfway through
- By ticket 22, the scoring session has taken three hours instead of forty minutes.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Excel workbook that reads your ticket ID list and pulls every conversation thread from Freshdesk into a flat, scorable format.
Open the SheetXAI sidebar and type:
For each ticket ID in column A, fetch all Freshdesk conversations and write agent name, message body, and timestamp into consecutive rows grouped by ticket. Add a header row before each ticket's messages showing the ticket ID.
SheetXAI works through all 30 ticket IDs, fetches every message in each thread, and writes them in order with ticket ID headers separating each group.
What You Get
An Excel workbook with conversation threads laid out for scoring — one row per message, chronological order, with ticket ID header rows grouping each thread. The chronological order is what makes scoring reliable. You see the full back-and-forth, not just agent replies.
What If the Data Is Not Quite Ready
When you want to separate agent messages from customer messages
For each ticket ID in column A, fetch all Freshdesk conversations. Write timestamp in column B. Write agent messages into column C and customer messages into column D, aligned by timestamp. Leave the other column blank for each row.
When you want to add a word count column for response length scoring
For each ticket ID in column A, fetch all Freshdesk conversations and write sender, timestamp, and message body into columns B, C, and D. In column E, write the word count of each message body. Flag rows where column E is over 200 with "long" in column F.
When some ticket IDs no longer exist in Freshdesk
For each ticket ID in column A, try to fetch the Freshdesk conversation thread. If the ticket does not exist, write "not found" into column B and skip to the next row. For tickets that exist, write sender, timestamp, and message body into columns B, C, and D.
When you want the conversation data plus a quality score field plus a summary of patterns in one session
For each ticket ID in column A, fetch all Freshdesk conversation messages and write sender, timestamp, and message body into columns B, C, and D — one message per row, grouped by ticket with a header row before each group. Leave column E blank for me to fill in quality scores. When I am done, I will ask you to summarize the patterns across all 30 tickets based on the scores in column E and the message content in column D.
The pattern: instead of reading conversations one by one in Freshdesk, you pull all of them into a structured workbook in one prompt and score from there.
Try It
Get the 7-day free trial of SheetXAI and point it at any list of Freshdesk ticket IDs in Excel. The Freshdesk integration is included in every SheetXAI plan. See also how to export CSAT ratings for agent coaching or the Freshdesk in Excel overview.