The Scenario
The VP of Customer Success presented the Q1 review on a Thursday and left the room with one question unanswered: which agents had the lowest CSAT scores, and what were customers actually saying in the comments? The dashboard showed a 78% overall score. It didn't show the individual responses.
The CX analyst now has 24 hours to pull the individual survey responses — ticket ID, score, customer comment, agent — into the Excel workbook the CS team uses for all reporting. The Zendesk built-in export doesn't include agent name. It includes agent ID.
The bad version:
- Export CSAT ratings from Zendesk as a CSV.
- Import into Excel.
- Export the agent list separately.
- Write a VLOOKUP to join agent names from IDs.
- Discover that 15 responses have no agent ID because the ticket was never assigned, and the VLOOKUP breaks on those rows.
The VP asked a specific question. The analyst has 24 hours. This is not the time for a VLOOKUP debugging session.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Excel workbook. It uses the Zendesk integration to pull all CSAT responses — with agent names, not IDs — directly into the workbook.
Open the SheetXAI sidebar in the CS reporting workbook and paste:
Pull all CSAT survey responses from Zendesk into this Excel sheet — populate ticket ID, score (good/bad), customer comment, assigned agent, and date submitted
What You Get
- One row per survey response.
- Score values as 'good' or 'bad' — no lookup table needed.
- Assigned agent's name included, not agent ID.
- Date submitted in a sortable format.
Pull, pivot by agent, answer the VP's question.
What If the Data Is Not Quite Ready
You only need negative ratings for the follow-up review
Pull all Zendesk CSAT responses where the score is 'bad' — write ticket ID, customer comment, assigned agent, and date submitted to this Excel sheet
Negative-only filter in the ask.
You need a Q1 date range, not all historical responses
Pull all Zendesk CSAT survey responses submitted between 2026-01-01 and 2026-03-31 — write ticket ID, score, customer comment, assigned agent, and date to this Excel sheet
Exact date range applied before the data lands.
You need per-agent totals alongside the raw data
Pull all Zendesk CSAT responses from Q1 2026 to the 'Raw Ratings' worksheet — ticket ID, score, comment, agent, date. On the 'By Agent' worksheet, write each agent's total responses, good count, bad count, and CSAT percentage
Two worksheets, one prompt.
Full VP briefing package
Pull all Zendesk CSAT responses from Q1 2026 to the 'Raw' worksheet — ticket ID, score, comment, agent name, date. On the 'Summary' worksheet, write each agent's total responses, CSAT percentage, and top 3 most common complaint themes from their negative comments. Flag any agent below 75% CSAT in a separate column
Raw responses, agent summaries, complaint theme analysis, and performance flags — one prompt, VP question answered before the next meeting.
Try It
Get the 7-day free trial of SheetXAI and open your CS reporting workbook, then pull the Q1 CSAT data. Related: export ticket metrics to layer in resolution time alongside satisfaction scores, or return to the Zendesk integration guide.