# Getting started

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

Source: https://joely.io/documentation/getting-started
Last updated: 2026-06-07

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](https://joely.io/documentation/tickets/statuses.md)), 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](https://joely.io/documentation/team/roles-permissions.md).

### Integrations

- [Tebex](https://joely.io/documentation/integrations/tebex.md): connect your stores, look up purchases, create coupons and gift cards from tickets
- [Discord](https://joely.io/documentation/integrations/discord.md): DM notifications for customers and rich embeds for your server
- [GitHub](https://joely.io/documentation/integrations/github.md): turn bug reports into GitHub issues without leaving the ticket

## Where to go next

1. [Ticket statuses](https://joely.io/documentation/tickets/statuses.md): what each status means and who can do what
2. [Ticket lifecycle](https://joely.io/documentation/tickets/lifecycle.md): from creation to closure, including scheduled closure and deletion
3. [AI assistant](https://joely.io/documentation/ai/assistant.md): auto-responses, drafts, approval mode, and monthly limits
4. [Customer portal](https://joely.io/documentation/portal/overview.md): what your customers can do
5. [CSAT surveys](https://joely.io/documentation/csat.md): how satisfaction surveys are triggered and collected
6. [Plans & limits](https://joely.io/documentation/plans-limits.md): what each plan includes and how limits behave