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.
Supported games
Which games Joely supports today and which Tebex games are coming soon.
Supported marketplaces
Which marketplaces Joely can verify purchases from today and which are coming soon.
Tickets
Ticket statuses
The ten ticket statuses, what each one means, and exactly what staff and customers can do in each of them.
Ticket lifecycle
How a ticket moves from creation to closure: replies, resolution, scheduled closure, scheduled deletion, and reopening.
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.
Automations
Automation workflows
Build visual workflows that react to ticket events, post automatic messages, assign tickets, notify Discord, and review every run.
Triggers
The six ways an automation workflow can start — status changes, new tickets, chat messages, packages linked after creation, a command your team runs by hand, and a ticket nobody answered — and the data each one publishes.
Conditions (If)
How an If node tests one field of the run's data, the operators available per field type, the full list of testable fields, and how True/False branching works.
Actions
The ten automation actions — post a message, schedule a closure, link or unlink packages, assign, set a priority, notify Discord, call a webhook, ask the AI, ask for the package — and exactly when each one declines to run.
Placeholders
The {path} tokens automation nodes can interpolate — ticket fields, trigger data, and what upstream actions produced — plus where they are supported and how they behave inside a JSON webhook body.
Building workflows
The rules a workflow graph must follow, the order branches run in, how drafts keep unfinished work, and what happens when automations trigger each other.
Runs and quota
How each workflow evaluation is recorded, what a run detail tells you, the monthly run quota per plan, and the 50-workflow cap.
AI Assistant
AI assistant
How AI auto-response, Ask AI, approval mode, answer ratings, 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, page list import, knowledge sources and re-sync, per-package, per-category and per-shop 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
Customer Portal
CSAT
Integrations
Tebex integration
Connect your Tebex stores to verify purchases, browse order history, and create coupons, gift cards, manual payments or payment links straight from a ticket.
Discord integration
Bot setup, several Discord servers per project, DM notifications for customers and staff, replying to a ticket from a DM, 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.
Tebex payment links
Send a one-click Tebex payment link inside a ticket, let the customer pay without leaving the conversation, and see when the payment is confirmed.