Choose shared notifications or personal signatures
Use the Freshdesk integration snippet in a shared notification template. Use an agent’s personal Hively snippet only in that agent’s individual signature.
The shared snippet uses {{ticket.agent.name}}, which Freshdesk defines as the assigned agent, not necessarily the person writing the latest reply. Its ticket field is {{ticket.id}}. Decide whether assigned-agent feedback matches the workflow you want before enabling it.
1. Map the agent names
As a Hively account administrator, open Configuration → Integrations → Freshdesk. Enter each agent’s Freshdesk name beside their Hively user, select Update, then reopen the integration.
Match the name supplied by the field, not the agent’s email address or numeric ID. If two agents have the same name, resolve the ambiguity before using a shared snippet. Recheck mappings after a name change.
Select Get Freshdesk snippet → Show HTML and copy the complete snippet. Keep both placeholders unchanged.
2. Add it to the selected notification
Edit the customer-facing email notification or automation template that should request feedback, using its HTML editing mode where available.
The earlier Hively setup used the requester notification for an agent adding a comment. Choose the equivalent event in your Freshdesk edition and retain its existing conditions and recipients. Avoid adding the prompt to every automation without checking what generates the message.
Freshdesk documents where placeholders can be used and what they mean. Template names and navigation can differ by edition. Save a copy of the original and test the exact event with an assigned ticket.
Personal signature alternative
To request feedback for individual agents without a shared template, put each person’s own snippet in their Freshdesk signature.
Use the personal signature guide to obtain the correct snippet. It identifies that Hively user directly; it does not add Freshdesk’s ticket identifier. Do not paste one person’s snippet into a team-wide template.
Check assignment and received links
Test two agents and a reassigned ticket, checking which person’s name resolves in the received links.
Use the integration checklist before submitting any test rating. If the assigned agent differs from the person you want rated, resolve the template/workflow choice before rollout. An unassigned ticket or an unresolved field is not a successful setup.