Conversations - PostHog

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Feature ownership

Members

Goals

Handle all PostHog support through our own product, replacing external tools.

KR1: 100% of support tickets flow through our product (emails, Slack, API ingestion)
KR2: All missing features requested by support team are shipped (track blockers to zero)
KR3: All docs and internal procedures are updated to reflect the new workflow (
Support Team
Support Team owns, we unblock)

Make the product available to all users who want to opt-in.

KR1: Product is available in feature preview menu and has a product page on posthog.com
KR2: At least 1000 customers have handled at least 10 tickets in Conversations
KR3: Marketing campaign launched to drive awareness

Give customers a place to store product knowledge (code, articles, docs, text) that AI can search across PostHog.

KR1: Customers can add and manage knowledge sources (code, links, text, documents) in a searchable database
KR2: AI reply suggestions in Conversations use the knowledge base to find answers
KR3: Knowledge base is available via MCP
KR4: At least 100 beta customers have added knowledge sources and AI has used them in replies

Q1 2026 Objectives

Start handling PostHog support tickets in our own product alongside Zendesk.

KR1: Our support product shows all the same information as Zendesk tickets (messages, metadata, history)
KR2: Help sidebar is integrated to create tickets and show ticket history in our support product
KR3: Move from 5% to 50% of Help sidebar tickets going through our support product (the rest still go to Zendesk)

Get real customer feedback on human-to-human chat.

KR1: Launch the chat widget alpha to 5% of PostHog customers (from the early access list)
KR2: At least 10 customers actively use the chat widget

Help humans reply faster and better with AI. Improve reply quality via in-product knowledge.