A few things you’ll need:

• An account created in Hively with your team members added
• A Kustomer account

Step One

Log into Hively and select Integrations under Configuration in the main menu. Select Kustomer from the integrations list. Next, for each Team Member listed enter the Kustomer user id.

User ids can be found in Kustomer be selecting Settings (the cog icon), then ‘Users Management’. Click the Edit icon for a user and you’ll see their id in the page’s URL. E.g. if the URL ends in …/edit/abcde12345, then that user’s id is abcde12345.

Step Two

Next click Get Kustomer Snippet and switch to the HTML view by clicking Show HTML. Select and copy your snippet’s HTML.
 

Step Three

Go back into Kustomer and edit the email templates you want to have the snippet appear on. If you haven’t set any templates up yet, this article walks you through the process. Select the template you want to edit in Settings > Templates and click the Edit icon. Here, you’ll see the layout for your template. Paste your snippet into the layout and click Save. The screenshot below shows where to add the snippet if your layout is like the default template and you’ll notice that we added an extra line break (‘<br>’) directly above the snippet just to add a little space between the message in the email and the snippet.
 

A few things you’ll need:

• An account created in Hively with your team members added
• A Happyfox account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select Happyfox from the integrations list. Next, for each user listed enter their Happyfox User ID. You can find each user’s User ID on the My Settings page in Happyfox.
 

Step Two

Next click Update then click the Get Snippet link and copy your Hively snippet.

Step Three

You can add your Hively snippet to Happyfox in one of two ways. If you want your Hively snippet to be included with each reply, you can make it a part of Contact Notifications under
Manage -> Notifications -> Contact Notifications -> Reply Template.

Alternatively, you can add the Hively snippet to a Smart Rule that sends a mail requesting feedback whenever a ticket is resolved. Add the Smart Rule via Manage -> Smart Rules -> New Smart Rule and paste the Hively snippet into the body of the mail.

A few things you’ll need:

• An account created in Hively with your users added
• A CodeTwo Email Signatures for Office 365 account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select CodeTwo from the integrations list. Next, for each user listed enter their email address as their CodeTwo identifier. In almost all cases this will be the same email address that the user was registered with in Hively.
 

Step Two

Next click on the Get Snippet link and copy the HTML view of the Hively snippet. To copy the HTML view, you’ll need to click the ‘Show HTML’ button prior to copying.
 

Step Three

Run the CodeTwo Manage Signatures App and add your Hively snippet to the appropriate signature rule. CodeTwo cover this step in detail in the ‘Adding the CSAT snippet to an email signature’ section of this article. It’s a great resource and we recommend you refer to it for the details on the CodeTwo side of the integration.

Find out more about CodeTwo for Office 365 here.

Important note

In some cases, the smileys in your signature need to be updated after pasting into CodeTwo. To check if yours are affected, please follow the below steps:

1. Enter the signature editor in CodeTwo, right-click the rating button and choose Edit hyperlink:

2. Replace %7BE-mail%7D with {E-mail} and %7BRecipient%20address%7D with {Recipient address}:

Repeat these steps for each smiley and the link under the smileys.

A few things you’ll need:

• An account created in Hively with your users added
• A Exclaimer account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select Exclaimer from the integrations list. Next, for each user listed enter their email address, as their Exclaimer identifier. This is probably the same email address that the user was registered with in Hively, but doesn’t necessarily have to be if a different email address is used for that user in Exclaimer.

Step Two

Next click on the Get Snippet link and copy the Hively snippet.
 

Step Three

Go back into Exclaimer and edit the templates you want to have the snippet appear on and paste the snippet code into the template.

Step Four

You’ll need to replace the four {E-mail} variables in your snippet by inserting the field in Exclaimer. The screen shot below shows Exclaimer’s Source editor and the location of how to insert the E-mail field (the cursor should be placed immediately before the existing {E-mail} variable, the field inserted then the existing {E-mail} text deleted. When this is done, you’ll notice that the Exclaimer fields are highlighted, whereas when the original text was not, indicating they had not previously been recognised as Exclaimer fields.

A few things you’ll need:

• An account created in Hively with your users added
• A ManageEngine account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select ManageEngine from the integrations list. Next, for each user listed enter the ManageEngine display name. For example if a users display name in ManageEngine is John Smith, enter John Smith as their identifier.

Step Two

Next click on the Get Snippet link and copy the Hively snippet.
 

Step Three

Go back into ManageEngine and edit the templates you want to have the snippet appear on and paste the snippet code into the template.

A few things you’ll need:

• An account created in Hively with your users added
• A SupportPal account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select SupportPal from the integrations list. Next, for each user listed enter the SupportPal user id. User ids can be found in SupportPal under ‘Users’, then ‘Manage Users’. Click on a user and you’ll see their id in the page’s URL. E.g. if the URL ends in …/6/edit, then that user’s id is 6.

Step Two

Next click Get SupportPal Snippet and switch to the HTML view by clicking Show HTML. Select and copy your snippet’s HTML.
 

Step Three

Go back into SupportPal and edit the email templates you want to have the snippet appear on. In the editor, click the ‘<>‘ button to switch the HTML view and paste the snippet code into the part of the template where you want your Hively snippet to be displayed.

A few things you’ll need:

• An account created in Hively with your users added
• An Autotask account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select Autotask from the integrations list. Next, for each user listed enter the Autotask user name. For example if a users username in Autotask is John Smith, enter John Smith as their identifier. User’s names can be found in Autotask under ‘Resources’ and should be entered into Hively in the format Firstname Lastname (even though they display in Autotask as Lastname, Firstname).

Step Two

Next click on the Get Snippet link and copy the Hively snippet.
 

Step Three

Go back into Autotask and edit the email templates you want to have the snippet appear on and paste the snippet code into the template.

A few things you’ll need:

• An account created in Hively with your users added
• A Connectwise account

Step One

Log into Hively and select Integrations from the main menu under Configuration. Select Connectwise from the integrations list. Next, for each user listed enter an identifier in the format Firstname_Lastname based on the first and last name stored in Connectwise for that user. For example if a users firstname in Connectwise is John and their last name is Smith, enter John_Smith as their identifier.

To locate the user IDs within ConnectWise, go to the Members Table (located under System module):

Locate the user by either searching by Member ID, First Name or Last Name:

Once the user is pulled up, you can see their first and last name:

Step Two

Next click on the Get Snippet link and copy the Hively snippet.
 

Step Three

Go back into Connectwise and paste the Hively snippet. There are two options here:

1. Through a Workflow
2. Through automatic status notifications

To locate workflows, go to the Setup Tables under the System module.

Type in “Workflow Rules” in the Table field.

Either edit an existing workflow or create a new one. First, set up the conditions for the workflow to run off of (ie: ticket status is closed). The next step in creating a workflow is to define an action when the list of conditions are met. One of the options for the action is to email a specific person or point of contact on the ticket. Below screen shot gives an idea of how it looks during the setup. Select “Send Email” as the Action Type, define who you want to send the email to (I chose contact for this item in below screen shot) and then who you want the email to come from.

For status notifications, do this for a specific status on a specific service board. To begin, go to the Setup Tables again within the System module and type in “Service Board”

Select the appropriate service board and then click on the Statuses tab.

For that status, set up the following.

• Under email notification setup, define who to notify
• Under email template setup, check off the boxes for both external & internal contact notifications
• If you want the email to appear to come from the person who updated the status, check the “use sender’s name & email address in the “from’ field. If not, uncheck the box and enter the email address in the From field

Add your Hively snippet.

One final note: It is possible for situations to arise where Connectwise doesn’t have a user to associate with a ticket. In these cases, the rating will come through with just ‘_’ as the user’s id instead of firstname_lastname. It is useful to include a Hively user (possibly with your company’s name as the user’s name) on your account with just _ as their integration id to handle this situation.

A couple of things you’ll need:

• An account created in Hively with your users added
• A Freshdesk.com account

Hively Instructions

As an Account Administrator, select Integrations from the main menu. Next, enable the integration by simply selecting Freshdesk. A list of your users will now appear below. Find the Freshdesk Agent Name for each user and type it in next to their name. Click the Update button.

Now, click the ‘Get Snippet’ button. The snippet in the pop up is the Snippet you’ll cut and paste into your Freshdesk email template. This snippet will be your default snippet in Hively.

Freshdesk.com Instructions

Now you can insert your Hively rating snippet into Freshdesk.com. Start by editing the Email Notifications Template ( Admin -> Requestor Notifications -> Agent Adds Comment to Ticket -> Edit). Please note that other templates may be used if you prefer.

Simply paste the Hively rating snippet at the bottom of the template.

Freshdesk Agent Signature Alternative

Please note: For this approach, the agent’s personal snippet must be used and not the account snippet. The user’s snippet can be found by selecting ‘Get rating snippet’ from the ‘More’ menu next to each user’s name on the Leaderboard within Hively.
Alternatively, you can add Hively snippets to individual agent email signatures. This allows you to have Hively ratings captured for some agents and not others; however, ticket ID is not captured with the rating as it is with the above Email Notification method.

You’ll  insert the Hively snippet code here:

 

Ta Da! Finished.

If you follow these instructions you will have successfully connected your Hively and Freshdesk.com accounts. Your customers will now be able to give your customer facing users feedback on the service they provide and you will be able to track and measure that feedback in Hively.

It’s easy to insert Hively rating snippets into UserVoice. Now you can measure customer satisfaction for each of your team members through your UserVoice email templates. Here’s how to do it.

A few things you’ll need:

• An account created in Hively with your users added
• A UserVoice account on the Pro tier

Step One

Go to UserVoice and get the Staff ID for each of your team members. You can get this by going to Manage Staff and clicking edit for each staff. The ID is in the URL (it’s the number at the end ie. 1, 2, 3, etc.)
 

Step Two

Login to Hively and click on the menu in the top right, then select Integrations. Select UserVoice from the integrations list. Enter the Staff ID’s you collected from UserVoice and enter them for each user.

Step Three

Next click on the Get Snippet link. In the popup window, click the Show HTML link, then copy the code.
 

 

Step Four

Go back into UserVoice and edit the email templates you want to have the snippet appear on and paste the snippet code into the template.