Tebex integration

The Tebex integration connects your webstore(s) to Joely so support always has purchase context: who bought what, when, and for how much, without leaving the ticket.

Connecting stores

A project can connect one or more Tebex stores from the project settings (the number of stores depends on your plan; see Features). Store credentials are encrypted at rest; see Tebex keys & security for what each key unlocks and how credentials are protected.

Managing stores is permission-controlled: Add Tebex stores, Update Tebex stores, and Remove Tebex stores. See Roles & permissions.

Package-linked tickets

When a customer opens a ticket on the portal, they can attach one of their purchased packages:

• The portal shows the customer the packages available in your store(s).
• Purchases are verified against the Tebex API, so the link is real purchase context, not a free-text claim.
• If the purchase is not found automatically, the customer can enter their Tebex order ID to look it up and link the product manually.
• Projects can also allow tickets without a package for general questions.

A ticket can be linked to several packages at once (from the staff sidebar or when answering the AI's package question). The linked packages then power other features: auto-assignment rules (every linked package's rules apply), package-scoped AI knowledge (union of the linked packages), and package-to-repository linking for GitHub issues.

Hiding packages

Some packages are not worth surfacing in support, for example deprecated, internal, or test products. From the Tebex settings (Update Tebex stores), you can mark individual packages as hidden. A hidden package is removed everywhere it would otherwise appear:

• Staff package pickers (ticket linking, ticket settings, auto-assignment, AI knowledge scope, GitHub repo linking)
• AI suggestions and package matching
• The customer portal purchases and orders views (a purchase made up only of hidden packages is no longer listed)
• The package-name filter on ticket lists

Hiding applies to discovery and listing only; it does not change tickets already linked to a package that is later hidden. Un-hide a package at any time to bring it back everywhere.

Purchase lookup from a ticket

Staff with the View a customer's purchases and orders from a ticket permission see the customer's order history directly in the ticket view:

• Every order with amount, status, and product details
• Drill-down into any order: line items, fees, coupons, gift cards, and payment info
• Full transaction details in a side panel

Coupons and gift cards

Staff can create and send Tebex coupon codes and gift cards directly from the ticket view, typical for goodwill gestures or refund alternatives. These actions require the Create Tebex coupons from tickets / Create Tebex gift cards from tickets permissions and are available on paid plans.

A coupon or gift card issued from a ticket can also be revoked from the same sidebar card, gated by the Revoke Tebex coupons from tickets / Revoke Tebex gift cards from tickets permissions. Revoking a coupon permanently deletes it on Tebex (customers can no longer redeem it) and removes it from the ticket. Revoking a gift card voids it on Tebex: any remaining balance becomes unusable and the card stays listed with a Void status. The revoke action is only offered while the gift card is still active: once it has been voided or its balance is fully spent, the action no longer appears. Both actions are irreversible.