Check the identifier format first
Inspect the ConnectWise snippet generated by your Hively account before entering member identifiers. Existing snippets may use different punctuation between first and last names.
The earlier guide used Firstname_Lastname, while the standard configuration now recorded for Hively uses [memberfirstname].[memberlastname] with a period. These are different identifiers. If your snippet contains an underscore, retain that convention; if it contains a period, use a period. Do not change a working mapping solely to match an example here.
1. Map members and copy the snippet
As a Hively account administrator, open Configuration → Integrations → Connectwise and inspect Get snippet → Show HTML.
Use the first and last names from the intended ConnectWise member record, separated exactly as the generated field requires. For a period-based snippet, Morgan.Taylor is an example identifier. A member login ID is not automatically the same value.
Enter each identifier beside the correct Hively person, select Update, then reopen the integration and copy the full HTML. The standard ticket field is [srnumber]. Preserve all generated links and fields.
2. Choose a sending workflow
Add the snippet to the customer email body of the workflow or service-board status notification where you want feedback.
For workflow rules, start in System → Setup Tables → Workflow Rules, select the intended event and review its email action and recipients. For status notifications, edit the appropriate service board and status. ConnectWise documents the service-board Statuses tab.
Keep a copy of the original. Check the rule’s repetition settings so one ticket does not repeatedly request feedback. Confirm which member the chosen event supplies; the displayed From address alone does not prove the rating link identifies that person.
3. Test assigned and unassigned cases
Send internal test messages involving two members and a ticket with no associated member, checking the actual resolved identifiers.
Use the integration checklist. A punctuation-only value such as _ or . means the name fields did not resolve to a person. Do not silently map all such cases to an employee. Decide whether to exclude those events or ask Hively support about a deliberate team-level approach.
Compare the punctuation and names before changing mappings if feedback is missing or assigned incorrectly. Contact Hively support if the generated snippet and your established configuration disagree.