Notifications

Joely notifies through three channels: in-app (real time), Discord DMs, and email. There are no ticket reply emails: conversation notifications go through the app and Discord only.

Staff dashboard

The notification bell

The dashboard bell aggregates, per project:

• Unread replies on tickets you can access (all tickets with tickets.view_all, otherwise the tickets assigned to you)
• @Mentions of you or a group you belong to
• Pending AI drafts waiting for review (only with the ai.approve permission)
• Background job completions (web imports, knowledge saves)

Everything updates in real time. Unread counts clear as you read the thread; mention badges clear when you open the ticket.

Discord DMs for staff

Team members can receive a Discord DM when a new message lands on a ticket. Requirements and defaults:

• Your Discord account must be linked to your Joely account.
• By default you are notified for customer messages on tickets assigned to you. In your notification preferences you can also include staff messages, widen the scope to every ticket you can access, or opt out per project.
• Internal notes, pending AI drafts, and AI auto-replies never trigger staff DMs.

Customer portal

Notification bells

• On a project's portal, the bell shows tickets with unread replies, @mentions, and pending CSAT surveys.
• On the portal home (multi-store view), a global bell aggregates the same three things across every project the customer has joined.

A reply is "unread" for a customer when it is a public staff or AI message they have not seen yet; internal notes never count.

Discord DMs for customers

Customers who link their Discord account from the portal get a DM for every public reply on tickets they created or participate in:

• The DM contains a preview of the message and a link back to the portal. Replies from Discord are not supported: customers reply on the portal.
• AI-generated replies include a disclaimer noting the answer comes from an AI.
• Notifications can be turned off per project from the portal, and are never sent for internal notes or to participants who left the ticket.
• If a staff member deletes a message, the corresponding DM is deleted too.
• If a customer's Discord privacy settings block DMs, staff see the delivery failure on the ticket; the customer must allow DMs from server members to fix it.

See Discord integration for bot setup.

Emails

Joely sends transactional emails only: