How Spark unified its inbox workflow with Stellar

Spark builds a smart email client used by millions of people to tame busy inboxes. As the team scaled, the tools they used internally to triage customer conversations could not keep pace with the volume.

Messages arrived across several channels with no shared source of truth, so the same request was often handled twice while others slipped through entirely.

Why Spark needed one shared workflow

Without a single queue, the support team ran into familiar problems:

• Conversations duplicated across tools and inboxes
• No clear owner for a given request
• Slow, inconsistent responses that frustrated users

Every clean-up effort helped for a week or two, then the backlog crept back.

Stellar gave us one place to see every conversation and who owns it. The difference in our response times was immediate.

A calmer, faster support operation

By routing every conversation into Stellar, Spark gave each request a clear owner and status. Response times dropped by nearly a third and the recurring backlog finally disappeared.