Handling customer issues

As the dedicated PostHog human for your customers, you're the first stop for issues. You have the most context on them, so you're best placed to triage and escalate.

Support and engineering are always available to help, but try to solve issues yourself first. You'll level up your product knowledge faster.

Raising issues

Zendesk

We use Zendesk Support as our internal platform for support tickets. For specifics on how we use Zendesk, see here.

Tickets from Slack

Customers can create tickets from Slack by adding the 🎫 emoji reaction (or mentioning @SupportHog). This means they can get help even when you're asleep or on holiday. Let your customer know about this, and remind them now and then.

If you're working on a ticket the customer raised in Slack, assign yourself as the owner in PostHog Support, and then either resolve it or assign it to Team Support if you need to escalate it.

Tip: Customer messages from SupportHog channels also go to #support-managed-customers. Find the ticket there and follow the link to see the ticket in PostHog.

Investigating issues

Ask for specifics: links to the insight, feature flag, or dashboard; a screenshot or the exact error message.

If it helps, log in as the customer. Clicking a link from their PostHog instance will sometimes offer a "log in as" option. Otherwise, go to US admin (EU admin), search for the org or user, and click "Log in as user". If you don't see that option, ask Dana ZouDana Zou to add you as a staff member in admin.

Use our docs, troubleshooting tips, and search Slack, PostHog Support, Zendesk, and GitHub for similar issues. If you've just joined, spend 30 mins to an hour investigating yourself before asking for help — onboarding is when you learn the products best. Use common sense based on urgency.

Keep the customer in the loop while you investigate — progress, blockers, next steps.

Using the MCP server while impersonating

You can connect the PostHog MCP server while logged in as a customer. This is useful when you want to investigate their setup from Codex, Claude Code, Cursor, or another MCP client.

1. Log in as the customer using the steps above. Leave Read-only mode selected unless the customer has explicitly agreed to you making changes.

2. Add the PostHog MCP server to your client. For Codex, run:

   Terminal

   PostHog AI

   codex mcp add posthog --url https://mcp.posthog.com/mcp

   For Claude Code, install the PostHog plugin:

   Terminal

   PostHog AI

   claude plugin install posthog@claude-plugins-official

3. Disconnect any existing PostHog MCP session so the OAuth flow starts again:

   • For Codex, run codex mcp logout posthog.
   • For Claude Code, run /mcp, find the posthog plugin, and select Clear authentication.

4. Start a fresh OAuth flow while you're still logged in as the customer:

   • For Codex, run codex mcp login posthog.
   • For Claude Code, run /mcp, find the posthog plugin, and select Authenticate.

   Only authorize the organization and project you need for the investigation.

5. Work within the scope of the ticket. If you need to make changes, get the customer's permission first, upgrade the impersonation session to read-write, then log out and log in to the MCP server again so it gets the right scopes.

6. Disconnect the MCP server, then log out of the impersonation session when you're done. OAuth tokens created while impersonating are short-lived and revoked when the impersonation session ends.

If you use Claude Code for repeat customer audits, the impersonation toolkit wraps this flow, copies safer permission rules into each customer folder, and disables the PostHog plugin when you exit.

Escalating tickets

Escalate to support or the relevant engineering team:

• Need more context or further digging → support
• Issue needs deep technical domain knowledge → engineering

Our support team are technical engineers and handle most tickets. When in doubt, escalate to support.

If you're escalating to support, no action needed — the ticket stays in the support queue.

If you're escalating to engineering, set the esc. dropdown in Zendesk's left sidebar to escalated and check the group assignee makes sense. You may need to upgrade your Zendesk role to full agent — remember to downgrade after.

Either way, leave an internal note explaining what you're escalating and why, plus what you've already tried. Even confirming you followed the customer's repro steps and saw the same issue is valuable context.

Auditing impersonations

Customers sometimes ask who from PostHog has accessed their account. Use this SQL query on project 2 to get an impersonation log for a specific organization. Get the organization ID from Vitally.

-- Get all user emails for an organization from persons table
WITH org_users AS (
    SELECT DISTINCT
        properties.email as user_email,
        properties.org__name as org_name
    FROM persons
    WHERE properties.organization_id = 'ORGANIZATION_ID'
        AND properties.email IS NOT NULL
)
SELECT
    e.timestamp,
    ou.org_name,
    e.properties.target_user_id as target_user_id,
    e.properties.target_user_email as target_email,
    e.event,
    e.properties.staff_user_email as staff_email,
    e.properties.mode as mode,
    e.properties.reason as reason
FROM events e
JOIN org_users ou ON e.properties.target_user_email = ou.user_email
WHERE
    e.event IN ('impersonation_started', 'impersonation_upgraded')
    AND e.timestamp >= now() - INTERVAL 30 DAY
ORDER BY e.timestamp DESC