How Support Uses LaunchDarkly Internally
Blog post from LaunchDarkly
An automated ticket distribution system in a support environment utilizes LaunchDarkly's percentage rollout feature, integrated with Zendesk, Heroku, and Redis to assign tickets to agents. Developed by Senior Support Engineer John Winstead, the system involves a Node.js script that processes ticket distribution via a "capacitor" model, which tracks distribution percentages for each agent. When tickets are generated, a webhook to a Heroku app adjusts these capacitor values based on pre-configured percentages, assigning tickets to the agent with the highest value, who then has their capacitor reset. This approach mitigates the randomness of traditional percentage rollouts, ensuring more consistent ticket distribution. The system, hosted on GitHub and connected to Zendesk's API, is poised for expansion to other internal automation tools, reflecting ongoing innovation in the team's support operations.
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