From Chaos to Clarity: How We Built a Unified, Self-Routing Support Ops Ticketing System at Lyft

This post details the evolution of Lyft's Support Operations Ticketing System, focusing on the implementation of Jira's Proforma for dynamic, conditional intake forms, the automation of ticket routing, labeling, and PagerDuty alerts for P0 incidents, and the consolidation of disparate ticketing workflows from multiple Jira projects into a single Help Center via ticket cloning and auto-linking. It also describes the use of Jira Structures and a Jira ETL pipeline to Mode for enhanced reporting and visibility.