The Scenario
You are a professional services manager. It is the first of October and you need to invoice four clients for support work done in September. Your Freshdesk team logged all their time as time entries on tickets. You need: agent name, ticket ID, hours worked, whether it was billable, and the client company — pulled, totaled by client and agent, and formatted for the billing run by COB today.
The bad version of this morning:
- You navigate to Freshdesk's time tracking export
- You download the CSV for September
- You open it in Google Sheets
- You realize the client company is not in the export — it is a field on the ticket, not on the time entry
- You write a VLOOKUP to pull company names from another tab
- The VLOOKUP fails on 30 rows because the ticket IDs are formatted differently
- By 4 PM you have two of four invoices ready and the others go out late.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your spreadsheet that pulls Freshdesk time entries and computes the billing summary you need in one pass.
Open the SheetXAI sidebar and type:
Fetch all Freshdesk time entries from September 2025 and write agent name, ticket ID, hours worked, and billable status into columns A through D. For each time entry, also pull the company name from the associated ticket and write it into column E. Below the raw data, add a summary section showing total billable hours per agent per company, sorted by company name.
SheetXAI pulls the time entries, enriches each row with the associated ticket's company field, and builds the billing summary below — all in one pass.
What You Get
A Google Sheet with:
- Raw time entry data — agent name, ticket ID, hours, billable status, company name — one row per entry
- Billing summary table — total billable hours per agent per company, sorted by company
- The company name pulled from the ticket — the field Freshdesk's native export does not include
The company enrichment is what makes this usable for invoicing. Without it, you have hours by agent with no client attribution. With it, you can hand the summary directly to accounts receivable.
What If the Data Is Not Quite Ready
Real billing runs surface data quality issues that standard exports hide. SheetXAI handles them in the same prompt.
When some time entries have zero hours logged
Agents occasionally save a time entry with 0 hours by accident. You do not want them in the billable totals.
Fetch all Freshdesk time entries from September 2025. Exclude rows where hours worked is 0. Write agent name, ticket ID, hours, billable status, and company name into columns A through E. Add the billing summary table below.
When you want to separate billable from non-billable in the summary
Your company tracks both, but the invoice only includes billable hours. You want the summary to split them so you can see the full picture without mixing the numbers.
Fetch all September Freshdesk time entries. Write agent name, ticket ID, hours, billable flag, and company into columns A through E. Below the data, add two summary tables: one showing billable hours per agent per company, and one showing non-billable hours per agent per company.
When agents logged time under the wrong ticket and you have a correction sheet
You have a separate tab in the sheet with 12 rows showing "old ticket ID → correct ticket ID" corrections that happened after the entries were logged.
Fetch all September Freshdesk time entries. Before building the summary, check the Corrections tab — if an entry's ticket ID appears in column A of Corrections, replace it with the value in column B. Then write agent name, corrected ticket ID, hours, billable status, and company into columns A through E, and add the billing summary below.
When you want the full billing package — raw data, summary, and a per-client invoice section — in one shot
You want to hand this directly to accounts receivable without any additional formatting.
Fetch all Freshdesk time entries from September 2025. Write agent name, ticket ID, hours, billable flag, and company into columns A through E. Below the raw data, add a per-client section: for each company, list total billable hours per agent and a subtotal row with total billable hours for that company. Format the company sections so each one starts with the company name in bold as a header row.
The pattern: billing runs involve data that lives in multiple places in Freshdesk. SheetXAI traverses those relationships inline and builds the deliverable in one prompt, which is the only way to get the company-enriched billing breakdown without a manual VLOOKUP pass.
Try It
Get the 7-day free trial of SheetXAI and open a blank Google Sheet, then ask it to pull your September time entries from Freshdesk. The Freshdesk integration is included in every SheetXAI plan. See also how to export open tickets for triage or the Freshdesk in Google Sheets overview.