How Support Uses LaunchDarkly Internally

The text describes an automated ticket distribution system in Support that utilizes LaunchDarkly's percentage rollout feature. When a ticket is received by Zendesk, it pings a Heroku server running an app built by John Winstead. This Node.js script processes the "capacitor" calculations and sends requests to the Zendesk API. The distribution logic adjusts the percentage rollouts for each agent and assigns tickets accordingly. The system is designed by Leo Byeon, a senior support engineer, with plans to expand its use in other internal automation tools.