Email channel

The email channel lets customers reach you by email. Incoming emails become support tickets in PostHog, and your replies are sent back as emails – keeping the full conversation threaded in both places.

• Email to PostHog – incoming emails are forwarded to PostHog and become support tickets
• PostHog to email – your replies in PostHog are sent as emails back to the customer

Connecting an email address

1. Go to Support > Settings > Email channel
2. Click Add email address
3. Enter the email customers will contact you at (e.g. support@company.com) and a display name
4. You'll get a forwarding address – set this up in your email provider:
   • Gmail: Settings → Forwarding → Add a forwarding address
   • Outlook: Settings → Mail → Forwarding → Enable forwarding
5. Add the DNS records shown (SPF and DKIM) to your domain – this lets PostHog send replies on your behalf
6. Click Verify domain once DNS records are in place

You can connect up to 10 email addresses per project (e.g. support@, billing@, sales@).

Domain verification

Your domain must be verified before PostHog can send replies. Verification checks that the required SPF and DKIM DNS records are set up correctly.

v=spf1 include:someservice.com include:mailgun.org ~all

Use Send test email after verification to confirm everything works.

How it works

Inbound (customer to you)

When a customer sends an email to your connected address, it's forwarded to PostHog and:

• A new ticket is created with the email subject, sender name, and sender email
• The email body appears as the first message on the ticket
• Attachments (images and files, up to 10 MB each, max 20 per email) are included in the message
• If the customer replies to an existing thread, the message is added to the same ticket

Tickets from email show email as the channel source in the inbox and can be filtered by it.

Outbound (you to customer)

When you reply to an email ticket in PostHog:

• Your reply is sent as an email back to the customer
• The email uses your configured display name and sending address
• Standard email threading headers are set, so the reply appears in the same thread in the customer's inbox
• Rich text formatting (bold, links, images, etc.) is preserved in the email

Private notes are never sent to the customer.

Threading

Email threads are tracked automatically. Replies from the customer land on the same ticket, and your replies appear in the customer's email thread. This works across email clients (Gmail, Outlook, Apple Mail, etc.).

Viewing email tickets

Email-sourced tickets appear in your inbox alongside widget and Slack tickets. Each email ticket shows:

• An email icon indicating the channel source
• The sender's name and email address on messages

You can filter the ticket list by channel source to see only email tickets.

Workflows

Email tickets work with workflow automation just like widget and Slack tickets. You can set SLAs, auto-assign, auto-tag, and change status based on any ticket event.

The channel_source property is email for email-sourced tickets, so you can build channel-specific Workflows. For example, set a different SLA for email tickets or route them to a specific team.

Disconnecting

To remove a connected email address:

1. Go to Support > Settings > Email channel
2. Click Disconnect on the email address you want to remove

Existing tickets from that address are not affected – they remain in your inbox.