Support team overview

The support team exists to help our users succeed with PostHog, and we do that differently than most support teams.

We're not a ticket-routing operation. We genuinely care about making our users' experience exceptional, which we do by being a deeply technical team that takes pride in solving problems ourselves. We write code, ship fixes, update docs, and build internal tooling to deliver that experience. We move fast, stay humble, and believe that great support is about empowering users, not just answering questions.

Slack channels to stay current

To answer customer questions well we need to know what's just shipped. The #changelog internal channel keeps this in front of you — every member of the Support team should join it. It's owned by the Wizard & Docs team and updated constantly as PRs merge.

The channel is populated by agentic workflows that scan merged PRs and feature flag changes in the posthog/posthog repo and summarize them into it. Engineers can opt a PR in or out via the Publish to changelog? checkbox on the PR template, or via the @posthog Slack app. See how to publish changelog for the full flow.