Support

One place for every user conversation

Support is one of the tools that makes your product self-driving: a helpdesk where you can solve tickets that arrive with full user context. Agents can turn these tickets into PRs, proposing fixes and improvements for your review.

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What does it do?

Support is a helpdesk for solving customer tickets, which arrive from an in-app chat widget, email, Slack, or GitHub. Tickets arrive with full context from other PostHog tools, like session replays, recent events, and errors. Recurring problems get picked up by agents as signal, so PostHog can draft pull requests to ship improvements.

Who is it for?

Support is used across teams depending on your role.

Role
Use cases
Product engineers
Respond to escalated tickets with the session replay and error trace already attached
Support Engineers
A daily driver for ticket response, with all the customer context you need in PostHog
PMs & designers
Get reports of where users hit friction, pulled through the MCP
Growth Engineers
Investigate how support tickets correlate with other metrics, right from Slack
QA
Turn GitHub issues into tickets to validate user frustration

How do I use it?

There are a few ways to explore Support.

Work tickets with the whole story in view

The Support helpdesk in PostHog is your home base. Open a ticket and the customer's session replays, recent events, exceptions, and previous tickets sit right next to the conversation – so you can see what broke instead of asking someone to describe it from memory.

Filter and save views
Filter by status, priority, channel, SLA state, tags, or assignee, then save the combinations you use daily.
Reply and update in one step
Send a reply and set the ticket to pending, on hold, or resolved with one click.
Private notes
Leave internal context for teammates. Customers never see them, and they don’t count toward unread messages.
Assign, tag, and snooze
Route tickets to a person or role, categorize with free-form tags, and snooze anything waiting on someone else.

Top features

One helpdesk, four ways in

Tickets reach you through four channels, and every one syncs both ways – you answer from a single place, and the reply lands wherever the conversation started.

Widget
An in-app chat button that auto-attaches events, session replay, URL, and identity to every ticket.
Email
Forward your support@ mail in, and replies thread back to the customer’s inbox.
Slack
Turn messages, mentions, or an emoji reaction in shared channels into tickets.
GitHub
Issues in monitored repos become tickets, and replies post back as comments.

AI prompts

Ask PostHog AI to triage, investigate, and answer tickets. Works in PostHog AI (in-app chat), PostHog Desktop, Slack, and your product editor (using the MCP). Works in PostHog AI (in-app chat), PostHog Desktop (our AI code editor), and in your product editor (using the MCP). Already signed in? Click a prompt to try it.

Works with other PostHog tools

Use Support with these other PostHog apps to maximize shareholder value.

And the rest of PostHog:

PostHog vs...

An honest comparison, tl;dr:

Choose a competitor if...

  • You need voice, phone, or call center support channels
  • You want a mature ecosystem of helpdesk add-ons, marketplaces, and certified consultants

Go with if...

  • Tickets arrive with session replays, events, and errors attached – no reproduction steps required
  • Support data lives next to your product analyticsCorrelate tickets with retention, funnels, and flags
  • Recurring issues become Self-driving reports and draft PRs
  • Core features are freeNo per-seat pricing
PostHog's mascot and what competitor's mascots would look like if they had Lottie

Feature comparison

Zendesk
Intercom
Unified helpdesk
Read and reply to every conversation from one place
✓
✓
✓
In-app chat widget
Let customers start conversations without leaving your product
✓
✓
✓
Email
Turn inbound email into tickets, with replies threading back to the customer
✓
✓
✓
Slack
Create tickets from messages, mentions, or reactions in shared channels
✓
✓
Via integration
GitHub issues
Turn issues into tickets, with replies posting back as comments
✓
Via integration
Via integration
JavaScript API
Build a fully custom support UI on the same backend
✓
✓
✓
Saved views
Save filter combinations to switch between common sets of tickets
✓
✓
✓
Private notes
Leave internal context on tickets that customers never see
✓
✓
✓
Workflow automation
Rules that set SLAs, auto-assign, tag, and change status
✓
✓
✓
Historical ticket import
Bring ticket history from traditional tools, like Zendesk
Zendesk (beta)
✓
✓
AI triage
Empower agents to triage and respond to tickets for you
Coming soon
Paid add-on
Fin, billed per resolution
Product context
What arrives attached to a ticket, without extra tools
Session replay attached
Watch what the customer did before they wrote in
✓
Via integration
Via integration
Product events attached
See the events from when the ticket was created
✓
Via integration
✓
Errors attached
See exceptions from the customer’s session, linked to error tracking
✓
✗
✗
Previous tickets
Past conversations with the same person, in view
✓
✓
✓
Product analytics correlation
Analyze tickets alongside retention, funnels, and trends
✓
✗
✗
Tickets to pull requests
Recurring issues become draft PRs for a human to review
Via Self-driving
✗
✗

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Install with AI

Run this command in your terminal or AI editor.
npx -y @posthog/wizard@latest

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