Getting started
What Joely is, how projects, tickets, and the customer portal fit together, and where to go next.
Joely is a customer support platform built for Tebex shops. Your team handles tickets from a staff dashboard, while your customers open and follow their requests on a branded customer portal — with optional Discord and GitHub integrations on top.
Key concepts
Projects
Everything in Joely lives inside a project. A project represents one shop or community: it has its own team, tickets, Tebex stores, branding, and settings. You can be a member of several projects and switch between them from the dashboard.
Tickets
A ticket is a single support conversation between a customer and your team. Every ticket has a status (see Ticket statuses), an optional priority, optional assignees, and a message thread that both sides contribute to. Tickets can be linked to a Tebex package and to a GitHub issue.
Staff dashboard vs customer portal
Joely has two distinct sides:
| Side | Who uses it | What it does |
|---|---|---|
| Staff dashboard | You and your team | Manage tickets, reply to customers, configure integrations, view CSAT analytics |
| Customer portal | Your customers | Open tickets, reply, check purchases, answer satisfaction surveys |
Customers sign in to the portal with their Cfx.re account — no password to create. Staff accounts and customer accounts are fully separate, even when the same person owns both.
Roles and permissions
Team members have roles (built-in or custom) that control exactly what they can do — from replying to tickets to managing integrations. See Roles & permissions.
Integrations
- Tebex — connect your stores, look up purchases, create coupons and gift cards from tickets
- Discord — DM notifications for customers and rich embeds for your server
- GitHub — turn bug reports into GitHub issues without leaving the ticket
Where to go next
- Ticket statuses — what each status means and who can do what
- Ticket lifecycle — from creation to closure, including scheduled closure and deletion
- AI assistant — auto-responses, drafts, approval mode, and monthly limits
- Customer portal — what your customers can do
- CSAT surveys — how satisfaction surveys are triggered and collected
- Plans & limits — what each plan includes and how limits behave