Replaced Pylon with SupportHog#18160
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Vale prose linter → found 294 errors, 230 warnings, 1 suggestions in your markdown Full report → · Copy the Job Summary code block into an LLM to batch-fix issues.
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Bundle reportTotal JS (gzip)6.29 MiB (+0.3 KiB / +0.0%) Eager graph (static-import closure per entrypoint)
Largest modules in the
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css ./node_modules/.pnpm/css-loader@5.2.7_webpack@5.101.3/node_modules/css-loader/dist/cjs.js??ruleSet[1].rules[8].oneOf[1].use[1]!./node_modules/.pnpm/postcss-loader@4.3.0_postcss@8.5.6_webpack@5.101.3/node_modules/postcss-loader/dist/cjs.js??ruleSet[1].rules[8].oneOf[1].use[2]!./src/styles/global.css |
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./src/components/Stickers/Stickers.tsx |
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./.cache/caches/gatsby-plugin-mdx/mdx-scopes-dir/31a094f140f119e73085d847ae81b99b.js + 2 modules |
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./node_modules/.pnpm/@radix-ui+react-icons@1.3.2_react@18.3.1/node_modules/@radix-ui/react-icons/dist/react-icons.esm.js |
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./node_modules/.pnpm/@codemirror+view@6.38.2/node_modules/@codemirror/view/dist/index.js |
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./node_modules/.pnpm/rehype-raw@7.0.0/node_modules/rehype-raw/lib/index.js + 29 modules |
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./node_modules/.pnpm/@posthog+icons@0.36.6_react-dom@18.3.1_react@18.3.1__react@18.3.1/node_modules/@posthog/icons/dist/posthog-icons.cjs.js |
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./node_modules/.pnpm/@posthog+icons@0.36.6_react-dom@18.3.1_react@18.3.1__react@18.3.1/node_modules/@posthog/icons/dist/posthog-icons.es.js |
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./src/hooks/useCustomers.tsx + 54 modules |
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./node_modules/.pnpm/react-markdown@8.0.7_@types+react@16.14.66_react@18.3.1/node_modules/react-markdown/lib/react-markdown.js + 88 modules |
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./node_modules/.pnpm/cloudinary-core@2.14.0_lodash@4.17.21/node_modules/cloudinary-core/cloudinary-core.js |
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./src/components/ProductComparisonTable/index.tsx + 116 modules |
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./node_modules/.pnpm/@codesandbox+sandpack-react@2.20.0_react-dom@18.3.1_react@18.3.1__react@18.3.1/node_modules/@codesandbox/sandpack-react/dist/index.mjs |
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./node_modules/.pnpm/d3@7.9.0/node_modules/d3/src/index.js + 208 modules |
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./src/components/Pricing/PricingSlider/Slider.tsx + 87 modules |
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Eager-graph budgets are report-only until a baseline is established. Sizes are gzip of public/**/*.js; eager size is webpack module source bytes.
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| - **BuildBetter** — recordings of customer success, sales, and onboarding calls. Use <PrivateLink url="https://app.buildbetter.app/people">People</PrivateLink> to search companies or contacts and see call history, or use direct search / AI chat. | ||
| - **Pylon** — Slack channel history. The <PrivateLink url="https://app.usepylon.com/accounts">account</PrivateLink> page is linked to Salesforce accounts that have a Slack channel. Filter by Owner (mapped to the account owner in Salesforce) to view all Slack/Teams interactions for your accounts. | ||
| - **[SupportHog](/handbook/growth/sales/slack-channels)** — Slack channel history. Our own tool links [shared Slack (and MS Teams) channels](/handbook/growth/sales/slack-channels) to Salesforce accounts so you can view Slack/Teams interactions for your accounts. |
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Don't know how specific we want to be -
It's not that SupportHog links to Salesforce. I actually think that Abe was looking at syncing all conversations.
Maybe worth mentioning here that you can go to conversations and view tickets from your accounts by filtering on your own name tag (will be ae_emaillocalpart or csm_emailloalpart)
| If it isn't working, check that you've [invited Pylon to the channel](/handbook/growth/sales/slack-channels). Fill out the [automated message asking for `Group` and `Severity`](/handbook/engineering/support-hero#pylon-to-create-zendesk-tickets-from-slack-posts) so the ticket goes to the right team — customers often forget, so fill it for them. Check [feature ownership](/handbook/engineering/feature-ownership) if you're not sure who owns a product area. | ||
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| If you're working on a ticket the customer raised in Slack, let support know to avoid duplicate effort. Leave an internal note in Zendesk. | ||
| If you're working on a ticket the customer raised in Slack, let support know to avoid duplicate effort. Leave an internal note in PostHog. |
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you can now assign this to yourself in PostHog as we don't have seat issues. Keep it assigned to yourself while you're working on the ticket and either set it to resolved when you're done or assign it to Team Support when you want to escalate it.
| If you're working on a ticket the customer raised in Slack, let support know to avoid duplicate effort. Leave an internal note in PostHog. | ||
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| > Tip: Customer messages from Pylon channels also go to [#support-customer-success](https://posthog.slack.com/archives/C05MUMZLC13). Find the ticket there and reply in the thread — that also creates an internal note in Zendesk. | ||
| > Tip: Customer messages from SupportHog channels also go to [#support-managed-customers](https://posthog.slack.com/archives/C05MUMZLC13). Find the ticket there and follow the link to see the ticket in PostHog. |
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at the moment it's only when a ticket is created by customers - I can update it to any time they send a reply to the ticket as well if you want?
| 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 <PrivateLink url="https://us.posthog.com/admin/">US admin</PrivateLink> (<PrivateLink url="https://eu.posthog.com/admin/">EU admin</PrivateLink>), search for the org or user, and click "Log in as user". If you don't see that option, ask <TeamMember name="Dana Zou" photo /> to add you as a staff member in admin. | ||
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| Use our [docs](/docs), [troubleshooting tips](/handbook/support/troubleshooting-tips), and search Slack, Zendesk, GitHub, and Pylon 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. | ||
| Use our [docs](/docs), [troubleshooting tips](/handbook/support/troubleshooting-tips), and search Slack, 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. |
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I guess this list is missing PostHog support
| - Digging into individual customers - what they're using, where they are in the lifecycle, any open issues, recent conversations. | ||
| - Demo practice and feedback. | ||
| - Seeing how the systems we use (Vitally, PostHog data, Pylon, Zendesk) come together day-to-day. | ||
| - Seeing how the systems we use (Vitally, PostHog data, Zendesk) come together day-to-day. |
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add PostHog support to the list
| | Level | Description | Examples | Channels | Cadence | | ||
| | ----- | ----- | ----- | ----- | ----- | | ||
| | **SEV 0 – Emergency** | Existential service failure; all or most customers impacted with no workaround. CMOC sends immediately via broadcast. Account owners do **not** gate comms. | Full platform outage, data loss, security breach with active customer impact. | Pylon broadcast → Email → DM/SMS | Immediate broadcast, then every 15–30 min; postmortem within 24h | | ||
| | **SEV 0 – Emergency** | Existential service failure; all or most customers impacted with no workaround. CMOC sends immediately via broadcast. Account owners do **not** gate comms. | Full platform outage, data loss, security breach with active customer impact. | Slack broadcast → Email → DM/SMS | Immediate broadcast, then every 15–30 min; postmortem within 24h | |
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I don't think there's a broadcast
| > **This overrides the standard workflow.** CMOC sends directly to all affected customer channels via Slack broadcast without waiting for account owners. Account owners follow up individually once online. | ||
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| **Initial broadcast (Pylon):** | ||
| **Initial broadcast (SupportHog):** |
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I don't think there's a broadcast
| ### **Workflow** | ||
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| > **SEV 0 override:** For SEV 0 incidents, the CMOC skips steps 4–5 and sends the initial message directly via [Pylon broadcast](#using-pylon-for-broadcasts) to all affected customer channels. Account owners are notified in [#group-cs-sales-support](https://posthog.slack.com/archives/C090RCG671C) simultaneously, and take over individual follow-up threads once online. The CMOC continues to own broadcast updates until the incident is resolved or downgraded. | ||
| > **SEV 0 override:** For SEV 0 incidents, the CMOC skips steps 4–5 and sends the initial message directly via Slack broadcast to all affected customer channels. Account owners are notified in [#group-cs-sales-support](https://posthog.slack.com/archives/C090RCG671C) simultaneously, and take over individual follow-up threads once online. The CMOC continues to own broadcast updates until the incident is resolved or downgraded. |
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I don't think I understand enough about what this is and if it still works that way
| For existing customers, you'll sometimes send emails directly from <PrivateLink url="https://posthog.vitally-eu.io/">Vitally</PrivateLink>. To ensure these also make it to Salesforce, first look up your _Email to Salesforce Address_ from the [personal settings page](https://posthog.lightning.force.com/lightning/settings/personal/EmailToSalesforceUserSetup/home) in Salesforce, and then add it to your <PrivateLink url="https://posthog.vitally-eu.io/settings/profile/gmail">Vitally gmail settings</PrivateLink>. | ||
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| All Slack messages sync up with the corresponding account in Salesforce. We use [Pylon](https://app.usepylon.com) for this sync, so make sure Pylon is added to the customer Slack channel integrations and the channel is [linked to the Salesforce account](https://app.usepylon.com/integrations/salesforce?tab=account-mapping) properly for the sync to work smoothly. | ||
| All Slack messages sync up with the corresponding account in Salesforce. We use [SupportHog](/handbook/growth/sales/slack-channels) for this sync, so make sure SupportHog is [added to the customer Slack channel](/handbook/growth/sales/slack-channels) and the channel's name is recorded on the relevant Salesforce account record for the sync to work smoothly. |
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I don't think this is how this works.
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| We share [Slack channels with many of our customers and partners](/handbook/growth/sales/slack-channels) via Slack Connect, managed through [Pylon](https://app.usepylon.com/). These channels are normally used for support and relationship building, but Pylon's **broadcast** functionality also lets us send a single message to every customer or partner Slack channel at once. | ||
| > This page isn't accurate - we are figuring out how to replace previous broadcast capability |
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Maybe worth just flagging the page as inaccurate and not changing anything about Pylon on this page. It may become confusing if the wording has been updated to supporthog but supporthog can't do broadcasts.
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Changes
I've replaced all references to Pylon in the handbook, cleaning up instructions where needed.
Checklist
vercel.json