A: Thanks for reaching out and asking these thoughtful questions — really appreciate it!

1. Why We Didn’t Build a Random Inbox System (like Fluent Support)
You’re absolutely right — Fluent Support and others use a piping system that creates random email addresses (e.g., randomstring@piping.fluent.com) for forwarding. While that method is convenient, it comes with trade-offs, especially when it comes to deliverability, control, and branding.

At Hive Support, our goal was to build a more stable and ownership-driven system. That’s why we chose to integrate directly via IMAP. This way:

You have full control over your support inbox and branding.

You’re not dependent on our infrastructure or email servers for inbox reliability.

All your support data stays within your own domain and ecosystem — especially important for privacy-focused businesses.

That said, we absolutely understand the value of the random inbox/alias model, and it's on our radar as a potential enhancement — especially for users who prefer speed and simplicity over full control.

2. Webhook Limitations (and What’s Coming)
Right now, ticket creation via webhook supports plain text only — which is why HTML formatting, inline images, and attachments aren’t showing up. We’re actively working on upgrading our webhook system to support:

HTML/Rich Text formatting

File attachments

Inline images

This will give you much more flexibility and open up powerful automation opportunities.

Let us know more about your current setup — we’re happy to guide you through the best configuration with what’s available now and keep you in the loop as new features roll out.

Thanks again for giving Hive Support a shot!

Best regards,
The Hive Support Team