Choose the event you want to rate
The standard Zendesk snippet identifies {{current_user.id}}, the user updating the ticket. That can be an agent, an end user or a system user, depending on the event.
Use a customer-facing trigger whose conditions select the intended agent interaction. Do not assume that an automated solved-ticket message or a requester update identifies the last replying agent. Zendesk explains these distinctions in its business-rule placeholder reference.
1. Map your Zendesk agents
In Hively, open Configuration → Integrations → Zendesk and enter each agent’s Zendesk user ID beside the correct Hively person.
Your Zendesk administrator can obtain the ID from the agent’s user profile URL. Use the numeric user ID, not an email address, ticket ID or external ID. Select Update, reopen Zendesk from the integration list, and copy Get Zendesk snippet → Show HTML.
Keep {{current_user.id}} and {{ticket.id}} in the shared snippet. The integration uses the account’s default snippet style.
2. Add the HTML to the trigger
Edit the email action of the Zendesk trigger you use to notify requesters of an agent’s public comment, placing the Hively HTML after the message content.
The earlier setup used Notify requester of comment update. Review the trigger’s actual conditions, recipients and other actions before modifying it; names alone do not establish when it runs. Keep a copy of the original template.
The outer HTML email wrapper has a different placeholder context from the trigger body. Do not move the snippet between them on the assumption that the same fields resolve everywhere.
Personal signature alternative
For a plain-text agent signature, use that person’s own Hively rating-page link rather than relying on trigger placeholders inside the signature.
A personal link identifies one person and does not carry this integration’s ticket field. See personal snippets. Avoid changing the whole account’s default snippet merely to obtain a link for one agent.
Check the updater and ticket
Test agent replies from two mapped people, plus any reassignment or automation that will send the prompt.
Inspect all received link destinations without opening rating faces. Confirm that the resolved user is the intended Hively recipient and that the ticket value is present. Use the integration checklist. If a customer or system update produces the prompt, fix the event selection before rollout.