The Scenario
You are a support team lead. It is Tuesday morning and you have a weekly workload review at 11 AM. You need every open Fireberry ticket in a Google Sheet — ticket title, priority, assigned agent, account name, and days open — so you can balance the queue and catch anything that has been sitting for more than two weeks.
You have eight agents. You know from last week that three agents are carrying most of the load while two others are under their target. You also know there are tickets from an onboarding surge three weeks ago that nobody has touched since.
The bad version of the last six weeks:
- You go into Fireberry, filter to Open tickets, export the CSV
- You open it in Sheets and calculate "Days Open" manually with a formula using TODAY() and the Created Date column
- You build a pivot table by agent to see workload distribution
- You finish at 10:45 and walk into the meeting with data that is already fifteen minutes old
- Next week you do this again
- The week after, same thing
- You have done this eight times and you are building the same sheet from scratch every time
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Google Sheet that pulls the live Fireberry ticket data and does the Days Open calculation for you.
Open the SheetXAI sidebar and type:
Pull all open tickets from Fireberry and paste them into my 'Support Queue' sheet with columns for ticket title, priority, assigned agent, account name, and created date. Calculate the number of days each ticket has been open based on today's date and put that in a 'Days Open' column. Then highlight any rows where Days Open is more than 14 in red.
SheetXAI pulls the live Fireberry data, writes the rows, calculates days open, and highlights the overdue tickets. You walk into the 11 AM with a current sheet instead of a fifteen-minute-old one.
What You Get
A support queue sheet ready for the review:
- All open tickets — not a cached subset, the live Fireberry queue
- Days Open column — calculated from the ticket's created date to today
- 14+ day tickets highlighted in red — no manual scanning for stale tickets
- Assigned agent column — so you can see the distribution immediately
The highlight is applied before you open the sheet. You do not read through 200 rows to find the overdue ones.
If you also want the workload breakdown by agent, add it to the same prompt: "And add a summary table at the bottom showing open ticket count per agent, sorted by count descending."
What If the Data Is Not Quite Ready
Support queues are messier than export wizards suggest.
When tickets are assigned to agents who have left the team
Three former agents still appear in the queue because their tickets were never reassigned.
Pull all open Fireberry tickets into the 'Support Queue' sheet. After writing the rows, check the assigned agent column against a list of current agents in my 'Active Agents' sheet (column A). Flag any tickets assigned to agents not on that list with "Unassigned" in a new 'Reassignment Needed' column.
When you want the queue grouped by priority tier rather than by agent
The morning stand-up reviews P1s and P2s first, then the rest.
Pull all open Fireberry tickets into the 'Support Queue' sheet. Sort by priority descending (P1 first, then P2, then P3), and within each priority tier sort by Days Open descending. Add a divider row between priority tiers so the sections are visually distinct.
When you want to filter to a specific account for a customer escalation call
An account manager has a call with a major account in one hour and wants to see only that account's open tickets.
Pull all open Fireberry tickets for the account named 'Meridian Health Group' and paste them into a new sheet called 'Meridian Escalation'. Include ticket title, priority, assigned agent, days open, and the last note on each ticket.
When you need the full queue analysis plus an agent workload breakdown in one pass
Pull all open Fireberry tickets. Write them into the 'Support Queue' sheet with a Days Open column. Highlight rows where Days Open exceeds 14 in red. Then add a second sheet called 'Agent Workload' with one row per active agent, showing their current open ticket count, average days open, and count of P1 tickets. Sort the Agent Workload sheet by open ticket count descending.
The pattern: the export and the analysis are one prompt, and the output is a sheet your team can act on immediately.
Try It
Get the 7-day free trial of SheetXAI and pull your Fireberry support queue into a sheet, then ask it to calculate days open and flag the overdue tickets. The Fireberry integration is included in every plan. For related workflows, see how to bulk-create Fireberry tickets from a sheet or the Fireberry in Google Sheets overview.