Documentation

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

Getting Started

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

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

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

How a ticket moves from creation to closure — replies, resolution, scheduled closure, scheduled deletion, and reopening.

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

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

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

How knowledge facts work, Teach AI, web imports, per-package scoping, duplicate detection, and source revocation.

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

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

What your customers can do on the portal — Cfx.re sign-in, replies, favorites, ticket participants, invite links, and closure requests.

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

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

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

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

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

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

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