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Sprints

Sprints

Sprints are time-boxed periods of work that help your team plan, execute, and measure progress. AgentDesk provides sprint management tools so operators can organise tickets into focused iterations.

Sprint model

Each sprint has the following properties:

PropertyDescription
NameA short label for the sprint (for example, "Sprint 12" or "Q1 Week 3")
GoalA brief description of what the sprint aims to achieve
StatusThe current state of the sprint
Start dateWhen the sprint begins
End dateWhen the sprint is scheduled to finish

Sprint statuses

StatusMeaning
PlannedThe sprint has been created but work has not started
ActiveThe sprint is in progress and the team is working on its tickets
CompletedThe sprint has finished and its results have been captured
CancelledThe sprint was abandoned before completion

Creating a sprint

  1. Navigate to the Sprints section.
  2. Click New Sprint.
  3. Enter a name, goal, start date, and end date.
  4. Save the sprint. It is created with a Planned status.

Managing the sprint backlog

Once a sprint is created, you can add tickets to its backlog.

Adding tickets

Add tickets to a sprint from the sprint board or from the ticket detail view. Each ticket added to a sprint becomes a SprintTicket with two additional properties:

PropertyDescription
Estimate pointsA numeric estimate of the effort required (for example, story points)
PositionThe order of the ticket within the sprint backlog

Reordering tickets

Drag tickets in the backlog to change their position. Position determines the order in which tickets appear in the sprint view and signals priority within the sprint.

Removing tickets

Remove a ticket from the sprint if it is no longer relevant to the current iteration. The ticket remains in the system and can be added to a future sprint.

Starting a sprint

When your team is ready to begin work:

  1. Open the planned sprint.
  2. Click Start Sprint.
  3. The sprint status changes from Planned to Active.

Only one sprint can be active at a time. You must complete or cancel the current sprint before starting another.

Completing a sprint

When the sprint period ends or all work is done:

  1. Open the active sprint.
  2. Click Complete Sprint.
  3. The system captures a sprint snapshot with the following metrics:
MetricDescription
Committed countThe number of tickets that were in the sprint when it started
Completed countThe number of tickets that reached a done status
Carryover countThe number of tickets that were not completed and will carry over
Points committedThe total estimate points of all committed tickets
Points completedThe total estimate points of completed tickets
Status breakdownA count of tickets by their final status at sprint completion

These metrics are stored as a permanent record and can be reviewed later to track your team's velocity over time.

Incomplete tickets

Tickets that are not completed when a sprint finishes are flagged as carryover items. You can add them to the next sprint during planning.

Sprint history

Past sprints and their snapshots are accessible from the Sprints section. Use this history to:

  • Compare velocity across sprints
  • Identify patterns in carryover
  • Adjust future sprint capacity based on historical data

Cancelling a sprint

If a sprint needs to be abandoned:

  1. Open the sprint.
  2. Click Cancel Sprint.
  3. The sprint status changes to Cancelled.

Cancelled sprints do not capture a snapshot. All tickets remain in the system and can be reassigned to other sprints.