Before you start
You need the relevant staff in Hively, Hively account-administrator access, and permission to edit SupportPal email templates.
The standard snippet uses {{ operator.id }} to identify a staff operator and {{ ticket.id }} for the ticket. A customer/user ID is not a substitute for the operator ID.
1. Match operators in Hively
Open Configuration → Integrations → SupportPal and enter each operator’s ID beside their Hively name.
Ask the SupportPal administrator to confirm IDs from operator records. The old instruction to look under “Manage Users” should not be interpreted as selecting customer records. Verify the value against an actual message from the operator.
Select Update, reopen the integration and choose Get SupportPal snippet → Show HTML. Copy the complete code, leaving its placeholders intact.
2. Edit the customer email template
In SupportPal, go to Settings → Core → Email Templates and edit the appropriate customer-facing reply template.
Use the HTML/source editor to insert the snippet where feedback belongs. Keep the existing message body and required template fields. Check each brand or language version you actually use: SupportPal can select different localized content. Its email-template documentation explains those choices.
Use the editor’s merge-field picker to confirm which fields are available in that context. SupportPal’s merge-field guide notes that previews can use sample data. If operator or ticket is unavailable, do not treat a good-looking preview as proof the snippet will resolve.
3. Check real template output
Send internal test replies through the chosen template from two operators, inspecting the received rating links before opening them.
Compare the resolved operator ID with the Hively mapping and check that the ticket field resolves. Repeat for relevant brands and languages. Follow the integration checklist; keep the original template so you can restore it if the fields do not resolve.