Answering community questions

Every small team should subscribe to the forum topics that are relevant to them.

Builder Relations Team

Builder Relations Team can help you configure notifications so questions get posted in your team's Slack channel.

Who should answer community questions?

We encourage all team members to watch for community questions related to their product area, and answer them if they can.

• Teams should be responsible for staying on top of community questions within their product areas.

  
  Builder Relations Team
  
  Builder Relations Team is building tooling to make this as easy as possible.

• Teams can decide if they want their weekly support hero to handle them, or if they want to collectively keep an eye on content.

Guidelines

Phrasing & tone

When possible, respond in a phrase that doesn’t directly indicate you work for PostHog. (We can encourage community engagement by intentionally separating ourselves from the image it's a support forum where only PostHog employees respond.)

• Instead of... “We are launching a new feature that will solve this - here’s the pull request.”
• Try... “There’s a pull request out for this feature now.”

Various cases you may come across...

Some questions don’t make sense to be public, and some answers should be more widely accessible. Here’s how to handle those:

• If an answer is worth adding to docs, the moderator has a few options:

  • Answer the question and update the docs directly
  • Tag the question (Internal: documentation) so the Website & Docs Team can triage
  • Create an issue in posthog/posthog.com with the technical documentation label
  • If the topic is worth creating a tutorial, tag it with Internal: tutorial idea

• If a question is better off a private support ticket, reply asking them to create a ticket within the app (or better yet: create one for them and reply to let them know!)

  • After responding, use the Archive button. This hides the question from being listed within a forum category and removes the question from search indexes.
  • Note that free users might not have the option to directly message support in-app, so get context as to who the person is before pointing them there.

Thread resolution

We want the OP (original poster) to mark a solution themselves, but they'll rarely come back to do so. We'll be adding reminders, but in the meantime,

Builder Relations Team

Builder Relations Team will monitor this and follow up with OP and mark as solution if there's no reply after some time or it's obvious the question was resolved.

Context

Moderators can see additional info about a user when viewing a question. (If you're not yet a moderator, create an account, then ask your team lead to add you to your small team's page. Once you're added there, you'll instantly be upgraded to moderator status.)

Below the question is a moderator panel with the user's name and email, as well as a link to their record in PostHog Cloud.