The Scenario
Your customer success director dropped a message at 4:45 PM asking for a list of every open ticket older than 48 hours — by 9 AM tomorrow. You open Helpwise and see 340 open conversations spread across six mailboxes. There is no built-in "export to workbook" button. There is a CSV export buried somewhere, but you've never been sure if it includes assignee data, and last time it stripped the creation timestamps.
The bad version:
- Download whatever CSV Helpwise offers, open it in Excel, and realize the date format is wrong and the assignee column is missing entirely.
- Go back into Helpwise, manually copy subject, assignee, and creation date for each conversation you can find, pasting row by row into the workbook.
- Filter the creation date column — which you now have in three different date formats across 340 rows — and try to calculate which ones are older than 48 hours before your eyes start to cross.
This is analyst work in a support manager's job description, showing up at the exact moment you have the least time for it. Your director needs this report in the morning and it needs to be accurate, not approximately correct.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that reads your Excel workbook and talks to Helpwise directly. It knows what's in your workbook and knows how to query the Helpwise API — you tell it what you need in plain language.
Pull all open conversations from Helpwise and write their subject, status, assignee, and creation date into my sheet starting at row 2. Then flag any row where the creation date in column D is more than 48 hours ago and write 'OVERDUE' in column E.
What You Get
- Columns A through D filled from row 2 down: conversation subject, current status, assigned agent name, and creation date in a consistent format.
- Column E populated with "OVERDUE" wherever the creation date is more than 48 hours before today — blank otherwise.
- A count of overdue rows you can reference without building a formula first.
- Every conversation included — SheetXAI paginates through the full result set, not just the first page.
What If the Data Is Not Quite Ready
The creation date came through in epoch format
The creation date in column D is showing as a Unix timestamp. Convert all values in column D to readable dates formatted as YYYY-MM-DD, then re-evaluate column E and mark any row where the converted date is more than 48 hours ago as 'OVERDUE'.
The assignee column is empty for some rows
For any row in column C that is blank, pull the conversation ID from column A, look it up in Helpwise, and fill in the assigned agent name. If the conversation is unassigned, write 'Unassigned' in column C.
You need to filter by a specific mailbox
Pull all open conversations from Helpwise assigned to the 'Support' mailbox only, not all mailboxes. Write subject, status, assignee, and creation date starting at row 2, and flag rows older than 48 hours with 'OVERDUE' in column E.
The full audit: pull, age-flag, group by agent, and surface the top offenders
Pull all open conversations from Helpwise. Write subject, status, assignee, and creation date into columns A–D starting at row 2. Flag overdue rows in column E. Then in a new worksheet called 'Summary', write each agent's name and their count of overdue tickets, sorted highest to lowest.
The pattern: ask for the data pull and the analysis in a single request so you're not doing the summary by hand after the import.
Try It
Open a blank Excel workbook, get the 7-day free trial of SheetXAI, and ask it to pull your open Helpwise conversation backlog and flag what's overdue. Then link to the full Helpwise integration overview or see how to bulk-update mailbox settings from a workbook.