The Scenario
You are a professional services manager. It is the first of October and you need to invoice four clients for September support work. Your Freshdesk team logged time entries on tickets all month. You need agent name, ticket ID, hours, billable flag, and client company — pulled, totaled per client and agent, and formatted for billing by COB today.
The bad version of this morning:
- You export the September time tracking CSV from Freshdesk
- You open it in Excel
- You realize client company is not in the export — it lives on the ticket, not the time entry
- You write a VLOOKUP to pull company names from another tab
- The VLOOKUP fails on 30 rows because ticket IDs are formatted differently
- By 4 PM you have two of four invoices ready and the others go out late.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Excel workbook that pulls Freshdesk time entries and computes the billing summary in one pass.
Open the SheetXAI sidebar and type:
Fetch all Freshdesk time entries from September 2025 and write agent name, ticket ID, hours worked, and billable status into columns A through D. For each entry, also pull the company name from the associated ticket and write it into column E. Below the raw data, add a summary showing total billable hours per agent per company, sorted by company name.
SheetXAI pulls the time entries, enriches each row with the ticket's company field, and builds the billing summary below — all in one pass.
What You Get
An Excel workbook with raw time entry data in columns A through E (including company name) and a billing summary table below. The company enrichment is what makes this usable for invoicing — without it, you have hours by agent with no client attribution.
What If the Data Is Not Quite Ready
When some time entries have zero hours logged
Fetch all Freshdesk time entries from September 2025. Exclude rows where hours worked is 0. Write agent name, ticket ID, hours, billable status, and company name into columns A through E. Add the billing summary table below.
When you want to separate billable from non-billable in the summary
Fetch all September Freshdesk time entries. Write agent name, ticket ID, hours, billable flag, and company into columns A through E. Below the data, add two summary tables: one showing billable hours per agent per company, and one showing non-billable hours per agent per company.
When agents logged time under the wrong ticket and you have a correction tab
Fetch all September Freshdesk time entries. Before building the summary, check the Corrections tab — if an entry's ticket ID appears in column A of Corrections, replace it with the value in column B. Then write agent name, corrected ticket ID, hours, billable status, and company into columns A through E, and add the billing summary below.
When you want the full billing package — raw data, summary, and per-client invoice sections — in one shot
Fetch all Freshdesk time entries from September 2025. Write agent name, ticket ID, hours, billable flag, and company into columns A through E. Below the raw data, add a per-client section: for each company, list total billable hours per agent and a subtotal row. Format the company sections so each one starts with the company name as a bold header row.
The pattern: billing runs involve data that lives in multiple places in Freshdesk. SheetXAI traverses those relationships inline and builds the deliverable in one prompt.
Try It
Get the 7-day free trial of SheetXAI and open a blank Excel workbook, then ask it to pull your September Freshdesk time entries. The Freshdesk integration is included in every SheetXAI plan. See also how to export open tickets for triage or the Freshdesk in Excel overview.