A five-year journey at Lyft building a unified, self-routing support ticketing system using Jira. Starting from a fragmented Help Center with duplicate forms and no routing logic, the team restructured intake using Jira Proforma's conditional branching, automated ticket routing and PagerDuty escalations, consolidated four separate portals into one, and built analytics dashboards via Jira Structures and a Mode ETL pipeline. One third of tickets now route automatically, saving significant manual triage time. The post also covers upcoming challenges from migrating to Jira Cloud, including rebuilding dashboards as Jira Structures is discontinued and reconfiguring all integrations.
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