Customer portal - Joely Docs

The customer portal is the customer-facing side of Joely: a branded space where your customers open tickets, follow the conversation, and check their purchases. It lives on your project's own portal URL and uses your project's theme.

Signing in

Customers sign in with their Cfx.re account (the same account they use on the FiveM forums) — no password to create, no separate registration. The first sign-in on a project's portal automatically registers them as a customer of that project.

Customer accounts are completely separate from staff accounts, even when the same person has both.

Tickets

Creating a ticket

Customers open tickets from the portal, with a subject and a first message. If the project has Tebex stores connected, they can link the ticket to one of their purchased packages, so staff immediately see which product the request is about.

Replying and editing

Customers can reply on any ticket status except closed — including resolved, which is the built-in way of saying "this is not actually fixed".
Customers can edit their own messages, with the same rule: allowed everywhere except on a closed ticket.
Customers can react to messages in the thread.

For the full status-by-status rules, see Ticket statuses.

Favorites

Customers can mark tickets as favorites to find them quickly. When a ticket is resolved or closed, it is automatically removed from favorites.

Requesting closure

When a customer considers their issue solved, they can request closure. The ticket moves to Pending closure immediately and a satisfaction survey is offered right away. If staff scheduled a future closure instead, the customer can close the ticket immediately rather than waiting. See Ticket lifecycle.

Participants & invite links

The ticket creator can bring other customers into a ticket:

The creator (or an existing participant) generates a secure invite link from the ticket.
Anyone who opens the link can see basic invite info; joining requires signing in with a Cfx.re account.
Joining automatically registers the invitee as a customer of the project and adds them to the ticket as a participant.

Participants can read and reply to the ticket just like the creator. A few rules:

Only the creator can remove a participant.
Participants can leave a ticket on their own (the creator cannot leave their own ticket).
Someone who left or was removed can rejoin through the invite link, as long as it is still active.
Invite links stop working once the ticket is resolved or closed.

Purchases

When the project has Tebex stores connected, customers can browse their own purchases on the portal and use them when opening tickets.

Notifications

On the portal: a notification bell aggregates mentions and pending satisfaction surveys across projects.
On Discord: if the project has the Discord integration and the customer linked their Discord account, they receive a DM when staff replies — with a preview and a link back to the portal. Replying to the DM itself does nothing; replies always happen on the portal. See Discord integration.

Leaving a project

Customers can leave a project from the portal at any time. Their tickets remain with the project, and they can come back later by signing in again.