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 one or more Tebex packages 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