Connect Slack

The SupportHog Slack bot connects your Slack workspace to PostHog Support, enabling two-way sync between Slack conversations and support tickets.

This is separate from PostHog's main Slack integration (used for alerts and dashboards). SupportHog has its own bot, credentials, and event handling.

Connecting Slack

1. Go to Support > Settings in PostHog
2. Click Add SupportHog to Slack
3. Authorize the app in your Slack workspace
4. Select one or more support channels. Messages posted there automatically become tickets
5. In each of those channels, invite the bot: /invite @SupportHog. The bot only sees channels it has been invited to
6. You're redirected back to PostHog settings

Configuration

After connecting, configure the integration in Support > Settings:

Picking support channels

When you click the channel selector, PostHog lists all public and private channels the SupportHog bot has access to. Select every channel you want to use as a support inbox. If a channel is missing, run /invite @SupportHog in that channel, then click Refresh.

How tickets are created

There are four ways a Slack message becomes a support ticket:

1. Support channel messages

Any top-level message in a configured support channel automatically creates a new ticket. Thread replies on that message sync as ticket messages.

2. Bot mentions

Type @SupportHog in any channel to create a ticket from that message. If mentioned inside an existing ticket thread, the message is added as a comment instead.

3. Emoji reactions

React with the configured emoji (default :ticket:) on any message to create a ticket from it. If a ticket already exists for that thread, the reaction is ignored to prevent duplicates.

4. Ticket nudges

When someone posts a top-level message in a channel the bot is in that isn't a configured support channel, SupportHog replies in-thread asking whether to open a support ticket. The prompt includes Open ticket and No thanks buttons.

• Open ticket – creates a ticket from the original message, backfills any thread replies posted while the prompt was pending, and replaces the prompt with a ticket confirmation.
• No thanks – deletes the prompt and suppresses further nudges for that user in that channel for three hours.

The prompt also mentions the emoji reaction and @SupportHog mention as alternative ways to open a ticket.

To reduce noise, SupportHog skips the nudge for:

• Trivial messages (three words or fewer, or emoji-only)
• Messages from internal teammates
• Messages that @mention the bot (these create tickets directly)
• Users who were already nudged in the last five minutes

Ticket nudges are on by default. You can disable them in Support > Settings by unchecking Nudge users to open tickets.

All four methods:

• Set channel_source to slack on the ticket
• Resolve the Slack user's name, email, and avatar
• Convert Slack message formatting to PostHog's rich text format
• Download and re-host attachments (up to 20 MiB per file, and up to 20 files per message)
• Post a confirmation reply in the Slack thread with the ticket number and a link to view it in PostHog

Shared channels (Slack Connect)

SupportHog works in Slack Connect channels you share with customers. This is the setup PostHog uses with enterprise customers.

• Top-level messages, @SupportHog mentions, and the ticket emoji create tickets the same way they do in an internal channel.
• Thread replies still sync both ways.
• Link unfurls do not run in shared, externally shared, or org-shared channels. Ticket creation is not affected.

Permissions

SupportHog asks for these Slack scopes when you install it. An install from before a scope was added keeps working without that scope. To turn on file sync or Bot appearance on an older install, reconnect the app.

Two-way sync

Slack to PostHog

• New messages in the support channel create tickets
• Thread replies sync as ticket messages
• Images from Slack are downloaded and stored in PostHog

PostHog to Slack

• When a team member replies to a Slack-sourced ticket in PostHog, the reply is posted back to the original Slack thread
• The reply shows the team member's name
• Images attached in PostHog replies are uploaded to the Slack thread

Private notes (internal notes) are never sent to Slack.

Viewing Slack tickets

Slack-sourced tickets appear in your inbox alongside widget and email tickets. Each Slack ticket shows:

• A Slack icon indicating the channel source
• A link to the original Slack thread in the ticket sidebar
• The Slack user's name and avatar on messages

You can filter the ticket list by channel source to see only Slack tickets.

Disconnecting

To remove the Slack integration:

1. Go to Support > Settings
2. Click Remove SupportHog bot in the Slack section, then confirm

Existing tickets created from Slack are not affected – they remain in your inbox but no longer sync new messages.