Documentation

How Joely works, in detail: ticket statuses, permissions, the customer portal, and every integration.

Getting Started

Getting started

What Joely is, how projects, tickets, and the customer portal fit together, and where to go next.

Plans & limits

What each subscription plan includes, how limits are enforced, whose plan applies, and what happens when you downgrade.

Tickets

Ticket statuses

The ten ticket statuses, what each one means, and exactly what staff and customers can do in each of them.

Messages & conversation

Internal notes, attachments, mentions, replies, reactions, chat commands, translation, and editing rules inside a ticket thread.

Configuring the ticket form

Custom ticket buttons, custom fields, auto-assign rules, length requirements, and the package requirement toggle.

AI Assistant

AI assistant

How AI auto-response, Ask AI, approval mode, schedules, vacation periods, and monthly response limits actually behave.

AI knowledge base

How curated knowledge facts and indexed documentation work together, Teach AI, web imports, sitemap import and refresh, knowledge sources and re-sync, per-package scoping, and source revocation.

Writing AI-ready documentation

Practical rules for writing your product documentation so the AI retrieves the right passage and answers customer tickets accurately.

Team

Roles & permissions

Built-in roles, custom roles, and the full list of permission keys that control what each team member can do.

Members & invitations

Team size limits, email and link invitations, the 7-day expiry, removing members, leaving a project, and owner rules.

Customer Portal

Portal customization

Your portal URL, theme colors, logo, supported languages, private mode, the support hours banner, and white-label.

CSAT

CSAT surveys

When satisfaction surveys are created and deleted, how customers rate their experience, and the 7-day expiration rule.

Integrations

Tebex integration

Connect your Tebex stores to verify purchases, browse order history, and create coupons or gift cards straight from a ticket.

Discord integration

Bot setup, DM notifications for customers and staff, the no-reply-from-DM rule, embeds, and account linking.

GitHub integration

Turn tickets into GitHub issues, link existing ones, and let AI flag duplicate reports, with real-time status sync and automatic ticket transitions.

Tebex keys & security

What each Tebex API key unlocks in Joely, what we read and write on your store, and how your credentials are encrypted and kept under your control.

Self-hosted Tebex Bridge

Run a small open-source proxy on your own server so your Tebex API keys never leave your infrastructure, while keeping every Tebex feature in Joely.

Account

Account & security

Sign-in options, mandatory two-factor authentication, account lockout, password rules, connected accounts, and account deletion.

Notifications

What the staff and portal notification bells aggregate, Discord DM notifications for both sides, and which emails Joely sends.