Troubleshooting Support

Fixes for the problems we see most often. Each fix links to the setup page that has the full details.

The widget does not appear

1. In Support > Settings, confirm Support is enabled and the in-app widget is on.
2. If Allowed domains is set, the page must match an entry. example.com matches that domain exactly. *.example.com matches subdomains, but not example.com itself, so add both if you need both. An empty list shows the widget on every domain.
3. Search your posthog.init config for disable_conversations: true. That stops the conversations module from loading. Hiding the widget with posthog.conversations.hide() is different: the module still loads.
4. Hard-refresh the page. A regenerated public token disconnects chats that are already open until the page loads again.

Identity verification returns 403

GET /widget/tickets or POST /widget/message answers 403 Forbidden with no detail. The response is the same for a wrong key, a bad signature, and a project with no key.

1. Generate a key under Support > Settings > Secret API key, if the section is empty.
2. Recompute the HMAC-SHA256 of the user's distinct_id with that key, on your server. See identity verification.
3. If you rotated the key, hashes signed with the previous key still work until you delete the backup. After every server uses the new key, delete the backup.
4. Requests with no identity fields keep using the browser session. A 403 means the request sent identity fields the server rejected.

Email replies do not send

1. Open Support > Settings > Email channel and confirm the domain status is verified.
2. Publish the SPF and DKIM records PostHog shows you. If the domain already has an SPF record, merge the include into that record. A second SPF record is ignored by receivers.
3. Click Send test email.
4. Outbound replies only work for an address with a verified domain. New ticket hides unverified addresses from the From list.

SupportHog does not create a Slack ticket

1. Invite the bot to the channel: /invite @SupportHog. Then refresh the channel list in settings.
2. A project can connect one Slack workspace. If the workspace is already connected to another project, connect fails with an error. Disconnect it there first.
3. A mention or a :ticket: reaction only works in a channel the bot has joined.
4. Nudges are skipped for messages of three words or fewer, emoji-only messages, internal teammates, and users who were nudged in the last five minutes. Those skips are expected. Turn nudges off under Nudge users to open tickets if they are noisy.
5. In a Slack Connect channel, ticket creation still works. Link unfurls do not. That is not a failed ticket.

A Teams mention does not create a ticket

1. Confirm Microsoft Teams is connected and the channel is in Support channels. A mention in a channel the bot has not joined does nothing.
2. A shared channel that is not in the list is not polled. Add it. The row should show Shared · polled. New messages can take up to a minute.
3. If PostHog says the app is not in your org catalog, a Teams admin must upload the SupportHog package, then you click Retry install. To get the package, open a ticket with us. See org catalog.
4. There is no :ticket: reaction in Teams. The customer must @SupportHog, or post in a configured support channel.

GitHub issues do not become tickets

1. Install the PostHog GitHub App from the GitHub integration page before you open the Support GitHub tab.
2. The repository must be in Monitored repositories. Issues in other repos are ignored.
3. Confirm the connection toggle is on. Disconnect stops new issues and comments. Existing tickets stay.

A customer cannot see old tickets in a new browser

Tickets follow the browser until you verify identity.

1. Ask the customer to open the widget and click Recover your tickets, then enter the email they used before. The link expires in one hour.
2. If you built a custom UI, call posthog.conversations.restoreFromUrlToken() when the page loads with ph_conv_restore. The default widget does this itself.
3. For logged-in users, set up identity verification so you do not depend on recovery links.
4. Recovery emails are limited to 3 an hour for the same address. Wait, then try again.