The Scenario
You are a customer success director. The quarterly business review is in three days and you need to walk in knowing which agents need coaching and which are holding the team average up.
You have 30 days of CSAT data in Help Scout. Happiness ratings, comments, agent names, conversation dates. You need it in an Excel workbook in a format your review template can use.
The slow version of this prep:
- Open Help Scout Reports, set the date range, navigate to Happiness
- Export a CSV
- Open the file in Excel, realize the column order does not match your template
- Spend 20 minutes reshaping columns and sorting by agent
- Realize low-rating comments are not in the export
- Go back, filter, re-export
- You walk into the QBR with a partially filled workbook and a printout of the original CSV just in case.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Excel workbook that calls Help Scout, pulls the ratings, and writes them directly into the workbook in the shape you specify.
Open the SheetXAI sidebar and type:
Fetch all happiness ratings from Help Scout for the past 30 days and write the agent name, rating score, customer comment, and conversation date into my workbook — one row per rating. Sort by agent name, then by date descending within each agent.
SheetXAI calls the API, pulls every rating, and writes the rows. The data lands sorted and structured, with the comment column included, so the coaching conversation has something to go on.
What You Get
A workbook ready for review, structured how you need it:
- One row per rating — agent name, score, comment, and date in their own columns
- Sorted by agent — so you can read across each agent's 30 days in sequence
- Comments included — the actual customer text for every rating
- Date column — so you can spot dips in specific weeks
The comment column is what changes a QBR. Knowing an agent averaged 3.6 is one thing. Reading the three comments that drove it low is what makes the coaching conversation specific.
If you also want a summary tab:
After writing the raw rows, add a pivot in a new tab called 'Summary' showing each agent's average score and total rating count for the 30-day period.
What If the Data Is Not Quite Ready
When ratings are missing agent names
Some conversations were handled by multiple agents and no primary owner is assigned.
Fetch all happiness ratings for the past 30 days from Help Scout. For rows where the agent name is blank, write "Unassigned" in the agent column. Write all rows into the workbook sorted by agent, then by date.
When you want to filter to low ratings only
You only need the coaching cases.
Fetch all Help Scout happiness ratings for the past 30 days where the score is 1 or 2. Write agent name, score, customer comment, and conversation date into the workbook. Add a column E with the label "needs review."
When you want scores broken out by mailbox
Your team handles multiple products through different mailboxes and the coaching conversations are mailbox-specific.
Fetch happiness ratings for the past 30 days from Help Scout. Group rows by mailbox name before writing them. Include agent name, score, comment, and date in each row.
When you need the raw data plus a summary pivot in one shot
You want the full rating log and an agent summary table without running two separate prompts.
Fetch all happiness ratings from Help Scout for the past 30 days. Write the raw rows into the 'Ratings' tab with agent name, score, comment, and date. Then write a summary pivot into the 'Summary' tab showing each agent's average score, total ratings received, and percentage of ratings that were 1 or 2.
The pattern: describe the output shape you need for the review, not the raw export. SheetXAI handles the API call, the row structure, and any grouping or summary in one go.
Try It
Get the 7-day free trial of SheetXAI and open your review template workbook, then ask it to pull 30 days of Help Scout ratings in whatever grouping your review needs. The Help Scout integration is included in every SheetXAI plan. For more, see how to export agent productivity metrics for a scorecard or the Help Scout in Excel overview.