Confirm the template family
Hively’s standard Kayako snippet uses the older Classic-style fields <{$_ticket[ownerstaffid]}> and <{$_ticket[displayticketid]}>.
Those fields should not be treated as a ready-made integration for a newer Kayako template using {{...}} placeholders. Kayako documents different placeholders for its newer email templates. Confirm the product and template engine before editing a working template.
1. Match the resolved staff identifier
Open Configuration → Integrations → Kayako in Hively and inspect the snippet your account generates.
The standard ownerstaffid field refers to the ticket owner’s staff ID. Kayako Classic’s ticket reference distinguishes that ID from the staff name. The previous Hively guide said “username”; do not assume that a username matches an ID-based snippet.
Ask your Kayako administrator to confirm the owner staff ID and compare it with a received test message. Enter the corresponding value beside the intended Hively user, select Update, reopen the integration, and copy Get snippet → Show HTML. If your established snippet uses a different field, confirm that configuration before changing the mapping.
2. Edit the Classic reply template
For a compatible Classic installation, place the HTML in the customer-facing reply template used by your team, retaining a copy of the original.
The existing setup targeted email_ticketstaffreplyhtml. Preserve its required content and the placeholder syntax in the rating links. Do not paste a single person’s personal snippet into this shared template.
For a newer Kayako product or a template that does not resolve these fields, contact Hively support with the product/version and template type. Changing the syntax by guesswork can misattribute feedback.
3. Check ticket ownership
Test two ticket owners, a reassigned ticket and any unassigned case that can produce the message.
An owner-based field need not identify the person who wrote the reply. Confirm that this matches the feedback you intend to collect. Inspect the staff and ticket values with the integration checklist before submitting any test rating.