Clear my support backlog in 48 hours

The short answer

Astra clears your support backlog by reading every open ticket, drafting a personalized reply per ticket grounded in your docs and prior resolutions, and queuing them for your batch approval. She pulls all open tickets from Zendesk or Intercom, classifies each by type (bug report, how-to, billing, feature request, complaint), pulls the customer's account context from Stripe and your DB, drafts a reply that names the issue specifically, references their account state, and either resolves it or asks the one missing question. Bug reports get filed to Linear with reproducer steps. Feature requests get logged with vote count. Refund-eligible billing issues get pre-approved up to your set threshold. You approve replies in Lark in batches of 20 — typically 30 minutes total — and Astra ships them. A 200-ticket backlog clears in under 48 hours from start.

How Astra actually does it

1. 1

   Pull and classify the backlog

   All open tickets from Zendesk/Intercom, classify into bug / how-to / billing / feature / complaint / spam. Sort by customer ARR descending.

   ZendeskIntercom
2. 2

   Gather context per ticket

   Stripe customer record, recent product events from PostHog, prior tickets, account creation date, plan tier. Attach to ticket draft.

3. 3

   Draft personalized replies

   Reference customer by name, name the specific issue, link to relevant doc or resolution, ask only the one missing question. Tone matches your past replies.

4. 4

   Route bugs and feature requests

   Bugs → Linear ticket with reproducer + customer count affected. Features → log with upvote count. Refund cases → auto-approve under threshold, escalate above.

   LinearStripe
5. 5

   Batch approval and ship

   Lark thread with 20 drafts at a time, approve/edit/skip on each. Astra sends approved replies, marks tickets resolved or pending, reports progress hourly.

What it looks like in chat