The Scenario
It is the Wednesday before a quarterly review with the VP of Customer Success. She asked for a full picture of the open ticket backlog — IDs, types, states, which team owns each one, and last activity date — in a workbook she can filter and share with the board prep doc.
You are head of support. You have never successfully exported a clean ticket list from Intercom. Every time you try, the CSV comes out with 40 columns, three of which are actually useful, and none of which have the field names your VP expects.
The bad version:
- Export Intercom tickets to CSV, open in Excel, delete 37 columns, rename 3.
- Realize the "assigned team" column is blank for any ticket that is in the inbox and not yet triaged — which is exactly the tickets the VP cares about most.
- Rebuild the export with different filters, re-download, re-clean.
- Repeat once more because the "last updated" date shows modification timestamps, not last-activity timestamps.
The review is in 36 hours and the data is still not ready.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Excel workbook. It pulls the ticket data from Intercom with exactly the fields and filters you specify, formatted for the workbook.
Search Intercom for all open tickets and write them to this workbook with columns for ticket ID, type, state, contact email, assigned team, and last updated date — start at row 2.
What You Get
- Every open ticket written to the workbook, one row per ticket.
- Ticket ID in column A, type in column B, state in column C, contact email in column D, assigned team in column E (or "unassigned" if no team is set), last updated date in column F.
- Tickets in both "submitted" and "in_progress" states included by default.
- Results written starting at row 2, leaving row 1 for the headers you have already set.
What If the Data Is Not Quite Ready
You need tickets filtered by state — only "submitted" and "in_progress"
Resolved tickets should not appear in the backlog review.
Export all Intercom tickets where state is "submitted" or "in_progress" — include ticket ID, type, state, contact email, assigned team, and last updated date — write to this workbook starting at row 2.
The VP wants a "days open" column computed from the creation date
The board prep needs to show aging, not just raw dates.
Pull all open Intercom tickets with ticket ID, type, state, contact email, assigned team, creation date, and last updated date — compute the number of days since creation as of today and write it to a "Days Open" column — sort by days open descending.
Tickets need to be split by team into separate worksheets
The VP wants one worksheet per team so each team lead can review their own queue.
Export all open Intercom tickets — for each assigned team, write the team's tickets to a separate worksheet named after the team — include ticket ID, type, state, contact email, and days open in each worksheet.
Pull tickets, compute aging, sort, and add a summary row in one shot
You want the board-ready version of the workbook in one operation.
Fetch all open Intercom tickets in submitted or in_progress state, write to this workbook with ticket ID, type, state, contact email, assigned team, days open (from creation date to today), and last updated date — sort by days open descending — add a summary row at the bottom with total count, average days open, and count by state.
Try It
Get the 7-day free trial of SheetXAI and open the Excel workbook you are building for the quarterly review — ask it to pull the Intercom ticket backlog directly so you have something ready before the deadline. For creating new tickets from a backlog workbook, see the bulk-create-tickets spoke and the Intercom hub overview.