The Scenario
Your QA team has a list of 40 escalated ticket IDs that came out of last week's review cycle. The goal is to score each agent response against your quality rubric — but that means opening 40 tickets, clicking into the thread, reading the latest reply, going back to the Sheet, pasting the text, and moving to the next one. One of the QA analysts spent an hour on this last month and said she'd rather not be the one who does it next time.
The bad version:
- Open Zoho Desk, search for ticket ID from row 1, click into the thread, find the most recent agent reply, copy the text.
- Switch to the Sheet, paste it into column B, note the author and timestamp, move to row 2.
- Realize at ticket 15 that you've been grabbing the customer's last message instead of the agent's last message on some tickets, and now the scoring is inconsistent.
Forty tickets is a half-day of work done right, and a full day if you catch the inconsistency partway through and have to restart. The point of the QA review isn't the pulling — it's the scoring. The pulling is just overhead that keeps landing on whoever draws the short straw.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Google Sheet. It reads the ticket IDs in column A, fetches the latest thread from each one in Zoho Desk, and writes the reply text, author, and timestamp back into the Sheet — no toggling between tabs, no copy-paste, no misidentifying customer messages as agent replies.
For each ticket ID in column A of this sheet, fetch the latest thread from Zoho Desk and write the thread summary, author name, and timestamp into columns B, C, and D
What You Get
- Column B: the text of the most recent reply in each ticket thread
- Column C: the name of the author who sent it (agent or customer, labeled)
- Column D: the timestamp of that reply in your local timezone
- Any ticket ID that returns no thread, or is no longer accessible, gets a note in column B rather than a blank row
What If the Data Is Not Quite Ready
You only want agent replies, not customer messages
For each ticket ID in column A, fetch the latest reply from Zoho Desk where the author type is 'agent' — skip the most recent message if it was sent by the customer — and write the agent reply text, agent name, and reply timestamp into columns B, C, and D
The QA scoring starts from the right message every time, not from whoever happened to send last.
Some ticket IDs in column A are formatted as text strings with leading zeros
For each ticket ID in column A, strip any leading zeros before looking up the thread in Zoho Desk, then write the latest agent reply text, author name, and timestamp into columns B, C, and D; note any IDs that returned no match in column E
Formatting inconsistencies in the ID column don't cause silent failures.
You also need the thread count per ticket to flag over-long conversations
For each ticket ID in column A, fetch the latest agent reply from Zoho Desk — write the reply text, author name, and timestamp into columns B, C, and D — and write the total number of thread messages into column E; flag any ticket with more than 6 messages with 'REVIEW' in column F
The Sheet arrives with both the reply text and a conversation-length signal the QA team can sort by.
Full kill chain: pull threads, score readability, flag for escalation
For each ticket ID in column A, fetch the latest agent reply from Zoho Desk, write the reply text into column B, author name into column C, and timestamp into column D; then analyze the reply text for clarity and professionalism on a scale of 1 to 5 and write the score into column E; flag any reply scoring 2 or below with 'ESCALATE' in column F
One prompt returns the full QA dataset — pulled, scored, and flagged — so the team can go straight to reviewing the red rows.
The pattern: when you need data plus analysis, ask for both in the same prompt rather than pulling first and scoring separately.
Try It
Get the 7-day free trial of SheetXAI and open the Google Sheet with your escalated ticket IDs, then ask it to pull the latest agent reply from each Zoho Desk thread and score them for tone. For related tasks, see how to export open tickets for a backlog review, or return to the Zoho Desk overview for the full list.