Discord integration - Joely Docs

The Discord integration keeps customers and staff informed where they already are — on Discord — while the actual support conversation stays on the portal.

Bot setup

Invite the Joely Discord bot to your server from the project settings (OAuth flow). The same Discord server can be connected to multiple projects. Configuration requires the integrations.discord.configure permission.

Customer DM notifications

When staff replies to a ticket, the customer receives a Discord DM with a preview of the reply and a link back to the ticket on the portal.

A few rules worth knowing:

Replying to the DM does nothing. DMs are notifications only — customers always reply on the portal. The DM includes the link to get there in one click.
Account linking is required. The customer must link their Discord account first; after their first ticket, the portal shows a one-time prompt suggesting it.
Per-ticket follow. Customers can follow or unfollow individual tickets to control which ones DM them.
Privacy settings win. If a customer's Discord privacy settings block DMs from the bot, the notification is simply not delivered — it never blocks the ticket flow.

Staff DM notifications

Team members can also opt in to Discord DMs: a DM for every new message on a ticket they can access, with per-project opt-in and message-type filters, configured in their own notification settings.

CSAT surveys via DM

When a ticket reaches a survey-eligible status, the CSAT survey invitation can be delivered as a Discord DM with a direct, no-login link to the rating page.

Embeds

Staff with the integrations.discord.send_embed permission can compose custom embed messages with a live preview and send them to any channel of the connected server — typically to promote the support portal ("Need help? Open a ticket here").

Account linking

Discord accounts are linked per side:

Customers link Discord on the portal to receive DM notifications.
Staff can sign in to the dashboard with Discord OAuth and link Discord in their profile's connected accounts.

Staff and customer accounts are separate — the same Discord identity can exist once on each side.