Sometimes surveys can come with Unknown assignee or with the wrong Employee assigned. This is mostly related to one of the two cases:
- Missing/Wrong Employee ID: The employee doesn't have an ID at CrewHu profile, or there is a mismatch between the PSA and CrewHu ID.
- Another employee closed the ticket: depending on the configuration for resolved surveys, the snippet can get the information from the person who closed the ticket and not the one who is assigned to it.
To make the change, you can go to CSAT History and select the survey that needs to be edited. There, you find the "Employee" information and click on "Reassign" to choose the correct Employee to receive the credit: