Operator Guide

Operators are the support team members who handle tickets, plan sprints, and oversee AI workflows within AgentDesk. This guide covers what you can do as an operator and how to get the most out of the tools available to you.

What operators can do

As an operator you have access to features beyond what portal customers see:

• Manage tickets -- View all tickets across portals, change statuses, add internal comments, and collaborate with your team.
• Plan and run sprints -- Organise work into time-boxed sprints, estimate effort, and track progress.
• Monitor AI workflows -- Watch AI agents analyse issues and propose fixes, then approve or reject their output.

Navigation

Once you sign in with an operator account, you will see these sections in your portal:

Key workflows

Ticket triage

New tickets arrive in the Tickets view. As an operator you can:

1. Filter by status, priority, portal, or project to find unassigned work.
2. Review the ticket details and any AI analysis that has already run.
3. Change the status to indicate the ticket is being worked on.
4. Add internal comments to coordinate with other operators (customers cannot see these).

See Ticket Management for full details.

Sprint planning

Sprints let you group tickets into focused work periods:

1. Create a sprint with a name, goal, and date range.
2. Add tickets to the sprint backlog and assign estimate points.
3. Start the sprint when your team is ready.
4. Complete the sprint to capture metrics on what was delivered.

See Sprints for full details.

AI workflow monitoring

When a ticket triggers an AI workflow, you can follow its progress in real time:

1. Watch the workflow step through analysis, code investigation, and fix preparation.
2. Review proposed changes when the workflow pauses for approval.
3. Approve, reject, retry, or cancel workflows as needed.

See AI Workflows for full details.