If you see consistently low time-on-task scores or 'user not found' message, in the performance page, this usually means that Surfboard was unable to match that surfer's Surfboard email address to the email address they use in your ticketing system.
Here's how to fix it:
Check for spelling mistakes
Often, this error is caused by a simple spelling mistake, e.g. jane-done@email.com in Surfboard but janedoe@email.com in your system.
If this is the case, you can either amend their email in your ticketing system or in Surfboard. Get in touch with us via Intercom if you wish to do so, and we can help.
Aliases or alternative email addresses
Occasionally, teams may use alternative email addresses for their CS team to protect their privacy, and their inboxes.
If this is the case for you, and you are unable to use the same email for Surfboard and your system, our team may be able to help. Please get in touch.