The Scenario
The annual support report is due next week and your VP wants first-contact resolution rates and average resolution times for Q4. You know HelpDesk has all of it — every resolved ticket with timestamps. What you don't have is a clear path to getting it into the Excel workbook where you're building the report.
You've never pulled from the HelpDesk archive before. You find the archive silo in the documentation, read through the API section, and realize you're going to need a script or a Power Automate setup to loop through paginated results. You don't have time to build that. The report is due in six days.
The bad version:
- You try to export a date-filtered CSV from HelpDesk's interface, discover the export includes all time and not just Q4, and spend an hour filtering out the rows you don't need after the fact.
- You try to calculate resolution time manually — subtracting creation date from last-updated date — but the date formats from the export are inconsistent and the formula breaks on a third of the rows.
- You hand what you have to your manager with a disclaimer that the numbers might be slightly off, which is not how you wanted to present the Q4 results to the VP.
The report isn't optional and "slightly off" isn't good enough. The data exists — getting it accurately is the only actual problem.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Excel workbook. It reads the workbook and connects to HelpDesk. You can pull archived tickets directly — specifying the archive silo — and ask it to calculate resolution times in the same prompt.
Fetch all archived HelpDesk tickets using silo "archive" and write subject, assignee, creation date, and last update date into columns A–D of my sheet. Calculate resolution time in hours for each ticket (last updated minus created) and write it in column E. Below the data, write a summary table showing average resolution time in hours grouped by team.
What You Get
- Columns A–D: subject, assignee, creation date, and last update date for every archived ticket.
- Column E: resolution time in hours, calculated for each ticket.
- A team-level summary table below the data showing average resolution time per team.
- No date format cleanup needed — the calculation runs on the raw data as pulled.
What If the Data Is Not Quite Ready
I only want Q4 tickets, not the full archive
Fetch all archived HelpDesk tickets using silo "archive" and filter to only tickets with a creation date between October 1 and December 31 of last year. Write subject, assignee, creation date, last update date into columns A–D. Calculate resolution time in hours in column E.
Some tickets have the same creation and last-update date, which makes resolution time 0
Fetch all archived HelpDesk tickets using silo "archive" and write subject, assignee, creation date, and last update date into columns A–D. Calculate resolution time in hours in column E. Where creation date equals last update date, write "Same-day" in column E instead of 0.
I want to split the summary by team and also by month
Fetch all archived HelpDesk tickets using silo "archive" and write subject, assignee, team, creation date, last update date, and resolution hours into columns A–F. Below the data, write two summary tables: the first grouped by team showing average resolution hours, the second grouped by month (using creation date) showing ticket count and average resolution hours.
I want the full historical pull, the team summary, and a first-contact resolution estimate in one pass
Fetch all archived HelpDesk tickets from the archive silo. Write subject, assignee, team, creation date, last update date, and resolution hours into columns A–F. In column G, flag any ticket resolved in under 1 hour as "FCR Candidate." Below the data, write a team summary showing total tickets, average resolution hours, and FCR candidate count per team. In a separate cell above the table, write the estimated FCR rate as a percentage (FCR candidates divided by total tickets).
Pulling the archive, calculating resolution metrics, and building the summary in one ask means the report draft exists before you've opened a second tab.
Try It
Get the 7-day free trial of SheetXAI and open an Excel workbook where you're building your Q4 support report, then ask it to pull your archived HelpDesk tickets with resolution time calculations. From there, see exporting your agent directory or the full HelpDesk integration overview.