Choose the right kind of snippet
A personal snippet always identifies one Hively user. An integration snippet includes fields that your other system must replace when it sends a message.
Use a personal snippet in that person’s own signature. For a shared template, use the named integration’s snippet and map every person who may be identified by it. Copy the complete code through Show HTML when pasting into an HTML source editor. Pasting visible code into a visual editor can display the code instead of the rating links.
Check which person the field represents
The person replying, the ticket’s assigned agent and the person who last updated a ticket can be different people. Choose a sending workflow whose fields identify the person you intend to receive feedback.
In Configuration → Integrations, match each external identifier to the correct Hively user, select Update, and reopen the integration to confirm it. Names, usernames, email addresses and numeric IDs are not interchangeable. Two people sharing an identifier cannot be reliably distinguished by that mapping; do not roll out until this is resolved.
An account administrator manages mappings for active users in that account. If Hively reports that the changes could not be saved, reopen the integration and review the current mappings before trying again.
Follow the product’s guide for the expected identifier. If the snippet generated for your account differs, keep a copy and contact support before changing a working setup. Do not substitute a requester/customer ID for a staff ID.
Inspect a received message
Send to an internal test recipient through the actual rule or template, using two different mapped people and tickets where possible.
Inspect the destination of each rating face and the text link without opening them. A shared link should contain the resolved external identifier, and any configured ticket value, rather than an unresolved field or a blank. Check each value against the intended Hively mapping. Confirm that the faces display and that no HTML code is visible in the message.
Opening a rating face can create a rating and trigger notifications. Agree a clearly identified feedback test with your Hively account administrator if you need to test submission as well as the generated message.
Template previews sometimes use sample data. A good preview alone does not establish that the real sending workflow supplies the same fields. Check automated messages, reassigned tickets and unassigned tickets separately if you intend to use them.
Fix the symptom you see
Start with the received link and the template that produced it, rather than changing several settings at once.
- Literal or blank placeholder: confirm the field is supported in that exact template and sending context. Some editors require a field inserted through their own picker.
- Wrong person: check whether the field identifies the assignee, updater or sender, then compare the resolved value with the Hively mapping.
- Same person every time: look for a personal snippet or a fixed identifier in a shared template.
- No signature or repeated prompts: check which rule actually ran and whether another signature or notification adds the same content.
- Changed names or email addresses: recheck mappings when staff details change. A working old email does not prove a newly generated link is correct.
Keep the original template so you can restore it if the limited test fails. For help, email Hively support with the product/version, template type and the symptom. Use a redacted example; do not send passwords, access tokens or customer correspondence.