The Scenario
You are a customer success director. The quarterly business review is in three days and you want to walk in with a clear picture of which agents need coaching and which are carrying the team.
You have 30 days of CSAT data sitting in Help Scout. Happiness ratings, customer comments, agent names, conversation dates. The data is there. Getting it into a Google Sheet in a usable shape is the problem.
The slow version of this prep:
- Open Help Scout Reports, set the date range, navigate to the Happiness report
- Export a CSV
- Open the file, realize the columns are not organized the way your review template expects
- Spend 20 minutes reshaping the data by agent
- Realize the export does not include customer comments for low ratings
- Go back, filter, re-export
- You walk into the QBR with a partially populated table and a spreadsheet that looks like it was assembled at midnight.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your spreadsheet that reads the data, calls Help Scout, and writes the results back into the sheet, exactly in the shape you need.
Open the SheetXAI sidebar and type:
Fetch all happiness ratings from Help Scout for the past 30 days and write the agent name, rating score, customer comment, and conversation date into my sheet — one row per rating. Sort by agent name, then by date descending within each agent.
SheetXAI calls the Help Scout API, pulls every rating from the past 30 days, and writes each one as a row in the sheet. The data lands in the shape you specified: agent name, score, comment, date, sorted so each agent's most recent ratings appear at the top.
What You Get
A sheet ready for review, structured how you need it:
- One row per rating — agent name, score, comment, and date in their own columns
- Sorted by agent — so you can read across each agent's 30 days in sequence
- Comments included — not just the numeric score; the actual customer text for every low rating
- Date column — so you can see if there was a dip in a specific week
The comment column is the part that changes a QBR. Knowing an agent had a 3.8 score is one thing. Reading the customer comments that drove it is what makes the coaching conversation specific.
If you want a summary layer on top, add it to the same prompt:
After writing the rows, add a pivot below the data showing each agent's average score and total rating count for the 30-day period.
What If the Data Is Not Quite Ready
When ratings are missing agent names
Some conversations were handled by multiple agents and the rating shows no primary owner.
Fetch all happiness ratings for the past 30 days. For rows where the agent name is blank, write "Unassigned" in the agent column. Write all rows into the sheet sorted by agent, then by date.
When you want to filter to low ratings only
You only need the coaching cases, not the full set.
Fetch all Help Scout happiness ratings for the past 30 days where the score is 1 or 2. Write agent name, score, customer comment, and conversation date into the sheet. Add a column E with a short label: "needs review."
When you want scores broken out by mailbox
Your team handles multiple products through different mailboxes and the coaching conversations are mailbox-specific.
Fetch happiness ratings for the past 30 days from Help Scout. Group the rows by mailbox name before writing them. Include agent name, score, comment, and date in each row.
When you need the raw data plus the summary pivot in one shot
You want the full rating log and an agent summary table, without running two separate prompts.
Fetch all happiness ratings from Help Scout for the past 30 days. Write the raw rows into the 'Ratings' tab with agent name, score, comment, and date. Then write a summary pivot into the 'Summary' tab showing each agent's average score, total ratings received, and percentage of ratings that were 1 or 2.
The pattern: instead of exporting and reshaping by hand, you describe the output you need and SheetXAI handles the API call, the row structure, and any grouping or summary in one go.
Try It
Get the 7-day free trial of SheetXAI and open your review template sheet, then ask it to pull 30 days of Help Scout ratings in whatever grouping your review needs. The Help Scout integration is included in every SheetXAI plan. For more, see how to export agent productivity metrics for a scorecard or the Help Scout in Google Sheets overview.