The Scenario
The head of support called a review for next Friday. She wants per-agent resolution time and reopen rates for every ticket closed last month — not just averages, but the raw numbers so she can spot outliers. You have a list of ticket IDs in column A. Zendesk's built-in reports don't let you export the raw metric fields.
The bad version:
- Open each ticket in Zendesk, find the Ticket Metrics section (which is buried below the conversation thread), manually note the reply time, resolution time, and reopen count, and enter them into the sheet.
- Realize the reply time is in minutes and the resolution time is in hours and decide which unit to standardize on, then go back and redo the ones you already entered.
- By ticket 15, accept that this is going to take most of Thursday.
Performance analysis that requires manual data extraction isn't analysis — it's transcription. And the longer you spend copying numbers from Zendesk into a sheet, the less time you have to actually look at what the numbers say.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Google Sheet. It reads the ticket ID list and uses the Zendesk integration to fetch the metric fields for every ticket in one operation.
Open the SheetXAI sidebar in your performance review sheet and paste:
For each ticket ID in column A, fetch ticket metrics from Zendesk and write reply time, full resolution time, reopen count, and assignee stations into adjacent columns
What You Get
- Column B: First reply time in minutes.
- Column C: Full resolution time in hours.
- Column D: Number of times the ticket was reopened.
- Column E: Number of assignee changes (stations).
- Any ticket where metrics aren't available (e.g., still open) gets a note in column F rather than a blank that looks like a zero.
What If the Data Is Not Quite Ready
Some tickets are still open and have no resolution time
For each ticket ID in column A, fetch Zendesk ticket metrics and write first reply time, resolution time, and reopen count to columns B, C, D. If a ticket is still open, write 'open - no resolution' in column C instead of leaving it blank
Open tickets are explicitly labeled so they don't distort your averages.
You need agent name alongside the metrics
For each ticket ID in column A, fetch Zendesk ticket metrics and the assigned agent's name, and write first reply time in minutes, resolution time in hours, reopen count, and agent name to columns B through E
Agent attribution lands in the same pull.
You need to join metrics with ticket subject for the presentation
For each ticket ID in column A, fetch the ticket subject and Zendesk ticket metrics — write subject, first reply time, resolution time in hours, and reopen count to columns B through E
The presentation-ready table is built in one ask.
Full agent performance summary in one prompt
For each ticket ID in column A, fetch Zendesk ticket metrics and write ticket ID, assignee name, first reply time in minutes, resolution time in hours, and reopen count to the 'Raw Data' tab. Then summarize to the 'By Agent' tab with average first reply time, average resolution time, and total reopen count per assignee
Two tabs, one prompt — raw data for the head of support and per-agent averages for the presentation deck.
The pattern: describe the output shape across both tabs and SheetXAI handles the aggregation.
Try It
Get the 7-day free trial of SheetXAI and open your performance review sheet with ticket IDs in column A. From there, see exporting CSAT ratings to layer in satisfaction data, or return to the Zendesk integration guide.