# operations-management Published articles for operations-management. This is one page of public article previews, not the complete archive. Follow Next page to continue. Summaries are not the original full articles. ## From Chaos to Clarity: How We Built a Unified, Self-Routing Support Ops Ticketing System at Lyft DevFeed: [From Chaos to Clarity: How We Built a Unified, Self-Routing Support Ops Ticketing System at Lyft]() Original publisher: [Read original article]() Author: Atulgupta Published: 2026-06-09T17:30:51Z Content type: article Language: en Sources: [Lyft Engineering - Medium]() Topics: [Routing (disambiguation)](), [dashboards]() Tags: [analytics](), [automation](), [dashboards](), [infrastructure](), [lyft](), [operations](), [operations-management](), [processes](), [routing](), [support](), [ticketing]() ### AI overview This article describes how Lyft Urban Solutions' Support Ops team transformed a fragmented Jira Help Center into a unified, automated, self-routing ticketing system. The redesign consolidated duplicate forms and categories, improved information capture, added labeling and routing logic, and introduced dashboards. The resulting system handles thousands of tickets annually, with one third routed automatically, reducing manual triage work. ### Source excerpt Written by Atul Gupta, Analytics Manager -- LUS Support Ops, Lyft At Lyft, getting operators and riders connected quickly and reliably depends on more than technology -- it depends on the teams working behind the scenes to keep that technology running smoothly. For the operators managing Lyft's fleet across markets, having fast, reliable access to support is what keeps bikes on the road, stations stocked, and issues resolved before they affect riders. Building the infrastructure that makes that support possible is what our team does; this is the story of how we built it. When I first joined Lyft Urban Solutions' (LUS) Support Ops team in 2020, ticketing processes for our operators were still being established. There was no reliable way to raise issues, track progress, or get routed to the right person. We had a Jira Help Center, but it had become increasingly difficult to navigate. What followed was a five-year journey of transforming that chaos into a streamlined, automated, self-routing system that now handles thousands of tickets per year, with one third of those routed automatically -- saving hours of manual triage work annually. The Problem: Organic Growth Gone Wrong On the surface, a Jira Help Center sounds like a reasonable solution. In practice, ours had become a maze. Here's what we were dealing with: Duplicate intake forms doing the same job under different names Redundant categories with no clear ownership Forms that didn't capture the right information upfront, forcing follow-up back-and-forth No auto-labeling, so tickets couldn't be searched or reported on No routing logic -- every ticket needed a human to read it and manually assign it No dashboards -- leadership had zero visibility into ticket volume or trends With this system, tickets would've taken the team 10-15 minutes to manually triage. It was time to redesign the system. Figure 1: Before and after: four fragmented portals consolidated into one unified Help Center with multiple categories across mult