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 and what's about to land. Two internal channels keep this in front of you — every member of the Support team should join both:

• #changelog – what's just shipped. Owned by the Docs & Wizard team and updated constantly as PRs merge.
• #coming-soon – what's shipping soon. Owned by the Marketing team and posted as a daily digest.

Both channels are populated by agentic workflows that scan merged PRs and feature flag changes in the posthog/posthog repo and summarize them into the channel. Engineers can opt a PR in or out via the Publish to changelog? and Alert Sales and Marketing teams? checkboxes on the PR template, or via the @posthog Slack app. See how to publish changelog for the full flow.