Learn from support

Learn from support is a Business knowledge setting. When it is on, PostHog learns reusable answers from public human replies on resolved support tickets.

The setting is off by default. Turn it on from the Settings tab on Business knowledge, or from project settings under Business knowledge.

Support must be on

Learning reads resolved Support tickets, so Support must be on in the same environment before you can turn this setting on.

If Support is off:

• The switch is disabled when learning is also off, with a link to Support settings.
• You can still turn learning off if it was already on.

A PATCH that sets learn_from_support_enabled to true while Support is off returns 400 with:

Turn on Support to learn from resolved tickets.

This check uses Support in the environment you called, not the parent project. A child environment with Support off cannot enable learning, even when the parent has Support on.

API

GET   /api/projects/:project_id/business_knowledge/settings/
PATCH /api/projects/:project_id/business_knowledge/settings/

GET requires the business_knowledge:read scope. PATCH requires business_knowledge:write. Business knowledge must be enabled for the project.

A personal API key or OAuth token scoped to specific environments must include the project's canonical team. A token scoped only to a child environment cannot read or change this setting.

A PATCH is partial. Send only the fields you want to change. An empty body leaves the stored setting unchanged and still returns the current values.

learn_from_support_enabled

Whether this project learns from resolved support tickets. Default: false.

The value is stored on the project's canonical team. A GET or PATCH from a child environment reads and writes that same parent value.

support_enabled

Read-only. Whether Support is on in the environment you called.

A child environment can therefore return learn_from_support_enabled: true and support_enabled: false together: learning is on for the project, and Support is off in that environment.

How learning runs

PostHog checks for resolved tickets every five minutes. It waits at least five minutes after the ticket is last updated or receives a public human reply. It reads public replies written by a person from each environment where Support is on. Private notes, customer messages, deleted replies, and AI replies are not used.

Each reply is checked for reusable information, personal data, secrets, and overlap with existing Business knowledge. Accepted answers are added as their own learned sources, named after the topic. Each new learned source also joins a library named Learned. If you take a source out of Learned, it stays out. Deleting Learned does not delete the sources. The next new learned source creates the library again and joins only itself. You can open, edit, or delete a learned source. PostHog does not change a source that already exists when it analyzes the same ticket again.

If a later reply contradicts an earlier learned source, PostHog keeps the newer answer and disables the older learned source so it stops being used in replies. The older source and its content are kept, and the change is recorded in the activity log. PostHog only replaces a learned source that holds one document, so a crawled site with many pages stays as it is. A source you wrote is never disabled this way. PostHog keeps it and skips the newer answer instead.

A project can have up to 10,000 learned sources. After that, new answers are not added until you delete some.

Turn learning off

Turn off Learn from support to stop new analysis. Sources already learned stay in Business knowledge until you delete them. Open a learned source and delete it to remove that answer.