The Scenario
The support manager's quarterly review deck is due Friday. Slide 4 is a per-agent performance table — first reply time, full resolution time, and reopen count for every ticket the team closed last quarter. The ticket IDs are in an Excel workbook that Finance uses as the source of truth for support data. The problem: those metric fields don't exist anywhere in the workbook yet.
Zendesk's built-in analytics show averages. The manager needs the per-ticket raw numbers so she can identify outliers, not just look at team-level means.
The bad version:
- Open each ticket in Zendesk. Find the Ticket Metrics panel. Note the reply time, resolution time, and reopens.
- Switch to Excel. Enter the numbers.
- Repeat for however many tickets are in the quarterly cohort — which is, in this case, 280.
280 tickets. Two hours minimum, probably three. The deck is due Friday. It's Wednesday afternoon.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Excel workbook. It reads the ticket IDs and uses the Zendesk integration to fetch the metric fields for every ticket in one pull.
Open the SheetXAI sidebar in your quarterly performance workbook and paste:
Pull metrics for all ticket IDs in column A from Zendesk and populate this Excel sheet with first reply time in minutes, resolution time in hours, and number of reopens
What You Get
- Column B: First reply time in minutes.
- Column C: Full resolution time in hours.
- Column D: Number of reopens.
- Open tickets where resolution time isn't available get 'open' in column C rather than a blank that looks like a zero.
280 rows of metric data without touching the Zendesk UI.
What If the Data Is Not Quite Ready
You need agent name alongside the metrics for the per-agent breakdown
Pull Zendesk ticket metrics for each ticket ID in column A — write assignee name, first reply time in minutes, resolution time in hours, and reopen count to columns B through E
Agent attribution in the same pull.
Some tickets are still open and shouldn't be included in resolution time averages
Pull Zendesk ticket metrics for each ticket ID in column A — write first reply time, resolution time, and reopen count to columns B through D. For open tickets, write 'open' in column C so they're excluded from averages without distorting them
Explicit labeling for open tickets so Excel formulas don't treat a blank as zero.
You need to calculate CSAT-weighted resolution time in the same workbook
Pull Zendesk ticket metrics for each ticket ID in column A — write first reply time, resolution time, reopen count, and CSAT score (if available) to columns B through E
CSAT score pulled alongside the performance metrics.
Full quarterly performance package
Pull Zendesk ticket metrics for each ticket ID in column A — write assignee name, first reply time in minutes, resolution time in hours, and reopen count to the 'Raw Data' worksheet. On the 'By Agent' worksheet, write each assignee's average first reply time, average resolution time, and total reopen count
Raw per-ticket data and agent-level summary — two worksheets, one prompt, deck ready before Friday.
Try It
Get the 7-day free trial of SheetXAI and open your quarterly performance workbook with ticket IDs in column A. Related: export CSAT ratings to complete the satisfaction side of the picture, or return to the Zendesk integration guide.