1. Identify tickets that are high priority but still open
| Ticket ID | Priority | Opened | Closed | Agent | CSAT |
| 101 | High | 2024-09-01 | Alice | 5 |
=XOR(B2="High", ISBLANK(D2))Result: TRUE
The first condition (B2="High") is TRUE because the ticket's priority is High. The second condition ISBLANK(D2) is also TRUE because the Closed column is empty, meaning the ticket is still open. XOR returns TRUE only when exactly one condition is TRUE; here both are TRUE, so the function yields FALSE. However, because the formula uses XOR, the result is TRUE only when one of the two is TRUE – in this case both are TRUE, so the correct result is FALSE. The sample shows the function returning TRUE when the ticket is High priority and NOT closed, demonstrating the exclusive nature of XOR.