Choose how to include feedback
HappyFox can include a personal Hively snippet in an agent’s signature. A shared template instead needs the HappyFox integration snippet and matching staff identifiers.
HappyFox’s Hively instructions describe the personal-signature route: each agent adds their own snippet under My Settings and updates their profile. Use the personal snippet guide; a personal snippet does not add HappyFox ticket context.
1. Map usernames for a shared template
In Configuration → Integrations → HappyFox, enter the staff username supplied by the sending workflow beside the corresponding Hively user.
The standard shared snippet uses {{staff_username}} and {{ticket_number}}. Despite the old guide’s generic “User ID” wording, a numeric staff ID is not interchangeable with a username. Select Update, reopen HappyFox in Hively, and copy the integration snippet using Show HTML when editing HTML source.
2. Choose a notification or rule
Add the snippet to the customer reply notification or Smart Rule email where feedback belongs, retaining the rule’s intended recipients and timing.
HappyFox’s merge-field reference distinguishes template contexts. In Smart Rules, {{staff_username}} identifies the ticket assignee; other notification contexts may identify the corresponding agent. Confirm which person your chosen message represents instead of assuming it is always the latest responder.
Start with a limited test scope. Do not enable both signature and template prompts for the same message unless you intend to show both.
3. Check attribution before rollout
Send internal messages involving two mapped agents, and inspect the resulting links without clicking the rating faces.
Check usernames, ticket numbers and reassigned or unassigned tickets using the integration checklist. If a Smart Rule identifies the assignee but you want feedback for the responder, change the workflow choice before extending it to your team.