Check the workflow before setting up
The original Hively article described UserVoice’s Helpdesk ticket-email templates. It does not establish a supported integration with every current UserVoice product or plan.
The old “Pro tier” requirement is historical, not a current purchase recommendation. Confirm that your account still has the required ticket-template editing and merge fields before using the shared snippet. If it does not, contact Hively support with the product and workflow you want to connect.
Existing Helpdesk setup
For an existing compatible Helpdesk account, open Configuration → Integrations → Uservoice in Hively and match staff IDs to Hively users.
The standard snippet uses {{current_agent.id}} and {{current_ticket.number}}. The historical setup obtained staff IDs from each staff member’s edit URL under Manage Staff. Confirm that the value matches the field in a received message; do not use a customer ID or assume an email address is equivalent.
Select Update, reopen Uservoice from the integration list and copy the snippet’s Show HTML version. Preserve both fields.
Keep template changes limited
Only add the snippet to a customer email template that supports the required agent and ticket fields in your installed product.
Keep the original template and use its HTML editor. If you cannot identify those fields or the staff context is absent, stop and confirm compatibility rather than inserting one fixed person’s identifier into a shared template.
A personal Hively snippet may be an alternative in an individual agent signature where that product supports it. It always identifies that Hively person and does not carry the integration’s ticket number. See personal snippets.
Verify existing messages
Send internal test replies from two mapped staff members and inspect the resolved identifiers and ticket values before opening rating faces.
Use the integration checklist. This retained guide is not evidence of a current end-to-end vendor test. Email Hively support with the product, template type and any unresolved field if your interface differs from the legacy workflow.