Import historical tickets
Contents
PostHog Support can import historical ticket data from other help desks into the unified inbox. Use this when migrating to PostHog and you want agents to keep full ticket context in one place.
Imports are a one-time backfill, not a live integration. Imported tickets do not sync with the source system after the import completes.
Where to find it
Go to Project settings → Support → Imports.
Only organization admins can start or monitor an import.
Prerequisites
- Support enabled on the project
- Recommended: at least one email channel configured under Support settings, plus a default inbox for tickets whose original recipient does not match any of your connected support addresses
Without a default inbox, tickets with unmatched recipients may be imported without an email channel. Agents will not be able to reply by email on those tickets.
Available sources
| Source | Status | Guide |
|---|---|---|
| Zendesk Support | Beta | Import from Zendesk |
More sources will be added over time. Each source has its own credentials, field mapping, and limitations — see the source-specific guide for details.
How imports work
Regardless of source, historical imports share the same behavior:
- Silent import: imported tickets do not trigger Support workflows, analytics events, or outbound replies (email, Slack, etc.)
- Unified inbox: imported tickets appear alongside native tickets. Agents can search, triage, and reply where an email channel is configured
- Unread badges: only new and open imported tickets get unread counts
- Re-running: safe to run again. Already-imported tickets are skipped (matched by source ticket ID). Re-running with a default inbox can backfill email channels on tickets that had none
- Concurrency: only one import per project at a time
The import page shows live progress. When complete, you will see counts for imported, skipped, and failed tickets.
What imports are not
Historical imports are different from live channel integrations (Slack, GitHub, email) and data warehouse sources (analytics and querying, not the Support inbox). For ongoing ticket flow after migration, use a channel integration or a source-specific two-way sync — not a historical import.