Channels
Contents
A channel is a way a customer conversation reaches Support. Whatever channel a message arrives on, it becomes a ticket in the same inbox, so your team works from one place.
Channels are your support context. In Self-driving terms, the conversations they bring in are a signal source: recurring issues across your tickets become reports and actionable reports become pull requests.
The four channels
| Channel | How tickets arrive | Guide |
|---|---|---|
| Widget | An in-app chat button. Auto-attaches the session, replay, URL, and identity | Set up the widget |
Forward support@ mail in. Replies thread back to the customer's inbox | Connect email | |
| Slack | SupportHog turns messages, mentions, or a :ticket: reaction into tickets | Connect Slack |
| GitHub | Issues in monitored repos become tickets. Replies post back as comments | Connect GitHub |
Every channel syncs both ways. A reply you send in PostHog reaches the customer on the channel they used, and their responses sync back to the ticket.
Slack and GitHub each play two roles
Two of these channels share a name with something else in PostHog, which is worth untangling.
- Slack is a channel when SupportHog turns messages into tickets. It's also a surface when you mention
@PostHogto review Self-driving work. The channel is where tickets come from; the surface is where you work. See Use Support in Slack. - GitHub is a channel when issues become support tickets. GitHub Issues is also a Self-driving signal source, where issues feed the loop directly. Same integration, two jobs.