The Scenario
You are a support team lead. You are onboarding a cohort of 12 new agents next Monday and they need access to 40 standard reply templates before the first shift. The templates are in a Google Sheet — column A is the canned response title, column B is the full body text, column C is the folder name.
In Freshdesk, creating a canned response means navigating to Admin, clicking Canned Responses, clicking New, typing the title, pasting the body, selecting the folder, and saving. One at a time.
The bad version of Friday afternoon:
- You create canned response 1, paste the title, paste the body, find the folder, save
- You create canned response 2
- You get to number 18 and realize you have been saving them to the wrong folder
- You fix the first 17 individually
- The new cohort starts Monday without half the templates, and the ones that exist are in the wrong folder.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your spreadsheet that reads your template sheet and creates every canned response in Freshdesk in one pass.
Open the SheetXAI sidebar and type:
Create a Freshdesk canned response for each row in my sheet using column A for title, column B for body text, and column C for folder name. Write the returned canned response ID into column D for each row.
SheetXAI works through all 40 rows and writes every returned ID back to column D. You have a complete set of templates in the correct folders before the weekend.
What You Get
40 Freshdesk canned responses, each:
- In the correct folder — matched to column C
- With the exact title and body from columns A and B
- ID written back into column D — so you can verify and cross-reference
The ID column is your audit trail. If any cell in column D is blank after the run, that response did not create. You know exactly which rows to check.
What If the Data Is Not Quite Ready
Template sheets accumulate over time and rarely arrive clean. SheetXAI handles formatting and creation in the same prompt.
When body text has placeholder brackets that need to be converted to Freshdesk variables
Your sheet has templates with [customer name] and [ticket ID] placeholders that need to become Freshdesk's {{contact.name}} and {{ticket.id}} variable syntax.
In column B, replace all instances of
[customer name]with{{contact.name}}and[ticket ID]with{{ticket.id}}. Then create a Freshdesk canned response for each row using column A for title, the updated column B for body, and column C for folder. Write the canned response ID into column D.
When folder names in column C do not match existing Freshdesk folder names
The sheet uses "Billing Issues" but the Freshdesk folder is "Billing Support."
Before creating canned responses, check each folder name in column C against the list of existing Freshdesk canned response folders. If a name does not match, find the closest existing folder and write what folder will be used into column E. Then create each canned response in the confirmed folder and write the ID into column D.
When some templates are duplicates from a previous import
The sheet was assembled by merging two older template sheets and there are exact title duplicates.
Check column A for duplicate titles. For duplicates, keep the first row and write "duplicate – skipped" into column D for the others. For unique titles, create the Freshdesk canned response using columns A, B, and C. Write the returned ID into column D.
When templates need a footer added and then creation in one shot
Your legal team wants a disclaimer appended to every response in the "Billing" folder before they go live.
For rows where column C is "Billing Support", append this text to the end of column B: "Please note that billing changes may take up to 24 hours to reflect in your account." Then create Freshdesk canned responses for all rows using column A for title, the updated column B for body, and column C for folder. Write the canned response ID into column D.
The pattern: instead of formatting templates in one step and creating in another, you ask for both in one prompt. SheetXAI applies the transformation before calling the Freshdesk API, which is the only way to get the per-row ID feedback on the fully formatted output.
Try It
Get the 7-day free trial of SheetXAI and point it at any template sheet. The Freshdesk integration is included in every SheetXAI plan. See also how to bulk-create knowledge base articles from a sheet or the Freshdesk in Google Sheets overview.