The Scenario
A security incident report landed in your inbox on Tuesday. The compliance team has attached a list of 80 ticket IDs they need investigated for a post-incident review — the IDs came from a SIEM alert export that got dumped into an Excel workbook with no context beyond the raw ticket numbers. Your job before next Tuesday's audit session is to pull the current status, priority, assigned agent, and resolution notes for every one of them so the compliance team can build their timeline.
The bad version:
- Open Freshservice, type ticket ID 1 into the search bar, open the ticket, copy the status, priority, agent name, and resolution notes into the workbook one field at a time. Close the ticket. Go back to the search bar. Type ticket ID 2.
- On ticket 15, you can't find it in search because the ID in the workbook is formatted as "INC-00015" but Freshservice search expects "15" — so you spend ten minutes figuring out if the ticket is deleted, merged, or just formatted differently.
- Finish ticket 43 and realize you've been copying the "Agent" field from the ticket details sidebar, but it was showing the last-modified agent, not the currently assigned one — meaning the first 43 rows may have the wrong name.
Eighty tickets. Four fields each. Before Tuesday.
The compliance team hired you to review security incidents, not to be a data entry clerk for 80 consecutive lookup operations.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Excel workbook. It reads your ID list, fetches each Freshservice ticket, and writes the fields you need back into adjacent columns — all in one operation.
Try this yourself — free for 7 days
SheetXAI installs in your Excel workbook in about a minute. Paste the prompt below and watch it run.
Open the SheetXAI sidebar in the workbook with your ticket ID list and paste this prompt:
Enrich my Excel ticket list — for each ID in column A, look up the Freshservice ticket and populate Subject, Status, and Created date into columns B, C, and D. Write 'NOT FOUND' in column B if no ticket is returned.
What You Get
- Subject, status, and created date written into columns B, C, and D for every ticket ID in column A.
- "NOT FOUND" written for any IDs that don't return a valid Freshservice ticket — immediately flagging IDs that may have been deleted, merged, or misformatted.
- All 80 rows processed in a single operation, not 80 individual searches.
- A workbook the compliance team can use directly for their timeline, sorted or filtered however they need.
What If the Data Is Not Quite Ready
The ticket IDs in the workbook have a prefix format that doesn't match Freshservice
For each ID in column A, strip any leading "INC-" prefix and leading zeros, then fetch the Freshservice ticket and write status into column B, priority into column C, and assigned agent into column D. Write 'NOT FOUND' in column B if the ticket doesn't exist.
You also need resolution notes for closed tickets
For each ticket ID in column A, fetch the Freshservice ticket and write status into column B, priority into column C, assigned agent into column D, and resolution notes into column E. If the ticket is not closed or resolved, leave column E blank. If the ticket doesn't exist, write 'NOT FOUND' in column B.
Some IDs are duplicates and should only be fetched once
Before enriching, deduplicate the ticket IDs in column A. For each unique ID, fetch the Freshservice ticket and write status into column B, priority into column C, and assigned agent into column D. For duplicate rows, copy the same values from the first occurrence rather than making a second API call.
Full audit enrichment: normalize + fetch + flag + summarize
For each ID in column A, strip any "INC-" prefix, then fetch the Freshservice ticket. Write status, priority, assigned agent, and created date into columns B through E. Write resolution notes into column F for closed tickets. Flag any row where the priority is 1 (Urgent) with 'HIGH PRIORITY' in column G. Then add a summary in a new worksheet called "Audit Summary" showing ticket counts grouped by status and by priority.
Normalization, enrichment, flagging, and a summary table — all derived from the same 80-row ID list.
Try It
Get the 7-day free trial of SheetXAI and open the Excel workbook with your audit ticket IDs, then ask it to enrich every row with the current Freshservice details before the compliance review. When you're done, see how to bulk create tickets from an Excel workbook or return to the Freshservice hub.