Support use cases

Pick the setup that matches how your customers already reach you. Each one uses the same inbox.

B2B support in a shared Slack channel

Use this when each customer has a shared Slack Connect channel with your team. PostHog runs enterprise support this way.

1. Connect Slack and invite SupportHog: /invite @SupportHog.
2. Mark the shared channel as a support channel, or tell the customer to mention @SupportHog or react with :ticket:.
3. Reply in the thread. The reply syncs to the ticket. A reply from the inbox posts back to Slack.

Example workflow: on New ticket created, if channel_source is slack, set priority to high and assign the role that owns your enterprise accounts. A customer with a shared channel is usually one of your largest accounts. See automate ticket handling.

Enterprise customers on Microsoft Teams

Use this when the customer will not use Slack. Microsoft Teams is in beta.

1. Connect Teams and add the shared channel. Shared channels show Shared · polled and are checked about once a minute.
2. Tell the customer to @SupportHog. Teams has no emoji trigger.
3. If install fails with an org-catalog error, your Teams admin uploads the app package once. See org catalog.

Example workflow: same as Slack, but filter channel_source to teams.

In-app chat with the session attached

Use this when the customer is already in your product and you want the replay, events, and exceptions next to the message.

1. Enable the widget.
2. For logged-in users, turn on identity verification so tickets follow the person across browsers.
3. Leave anonymous visitors on the browser session. They can recover tickets by email.

Example workflow: on New ticket created, if channel_source is widget, set a 4-hour SLA. The customer is often still in your product and waiting for an answer.

One inbox for support@ and billing@

Use this when customers email you, and more than one address should land in the same queue.

1. Connect each address. A project can have up to 10.
2. Add the SPF and DKIM records, then verify the domain. Merge into an existing SPF record. Do not add a second one.
3. Read the sender address on the ticket to see which inbox the customer wrote to.

Example workflow: if customer_email ends with @bigcorp.com, tag the ticket enterprise and assign Senior Support. Email tickets use channel_source email.

GitHub issues as the support queue

Use this when your users file bugs in a public repository.

1. Install the PostHog GitHub App, then select the repositories. You can monitor up to 100.
2. New issues become tickets. Your reply in PostHog is posted as an issue comment.
3. Closing the issue resolves the ticket. Reopening it sets the ticket back to open.

GitHub Issues can also be a Self-driving signal source. That is a second job for the same integration. The channel puts the issue in your support inbox. The signal source can turn a pattern of issues into a pull request.

Draft how-to answers with the AI agent

Use this when a large share of tickets are "how do I…?" and you want a first draft. The AI agent is in beta.

1. Add business knowledge, then enable the agent.
2. For How-to tickets, choose AI reply only on channels where a wrong answer is cheap to correct. Start with Private note everywhere else.
3. Leave Diagnostic and Account/Billing on private notes. Those drafts can include project data, and the product will not send them to the customer.

Example workflow: you do not need one. The agent runs when the ticket is created. Use workflows for SLA and assignment, not for the draft.

From a bug report to a pull request

Use this when the same bug shows up across tickets and you want a code change, not another reply.

1. Connect at least one channel so the conversations exist.
2. In Self-driving, use those conversations as a signal source.
3. Review the report in the Self-driving inbox. Merge the pull request if the fix holds.

Support replies still happen in the Support inbox. Self-driving does not answer the customer for you. Reports are free. A pull request is billed at $15, and the first three each month are free. See Self-driving pricing.

Move off Zendesk or Intercom

Use this when you are leaving another help desk and you do not want an empty inbox on day one.

1. Import Zendesk history. The import is a one-time backfill. It does not keep syncing.
2. Connect email and point support@ at PostHog before you turn the old tool off.
3. If you used Intercom chat, replace it with the widget. Intercom as a data source for analytics is a warehouse source, not the Support inbox.

Set a default inbox before the import. Tickets whose original recipient does not match a connected address cannot be answered by email until they have one.