Ticket triage: deciding what gets answered first
Triage sorts incoming requests by urgency and owner before anybody starts work. How to set priorities that hold, who should do it, and why first-in-first-out fails.
Columns that match how work actually moves, cards that mean something, and WIP limits added at the right time.
Start with three or four columns that mirror how work already moves through your team — typically Backlog, In progress and Done — put every current task on a card with one owner, and only then think about limits and refinements. A board that describes reality is useful on day one; a board that describes an ideal process is abandoned by week two.
For a team of three to ten people that is the whole setup. The value comes from everyone seeing the same picture, not from the sophistication of the columns.
The most common starting layout is Backlog → In progress → Done. Teams that review each other’s work usually need a fourth column before Done. Resist adding more than that at the start: every extra column is another place for a card to sit while everyone assumes someone else is looking at it.
A work-in-progress limit caps how many cards a column can hold. It is the mechanism that turns a board into a system: when the limit is reached, the team finishes something before starting anything new.
Add limits after you have watched the board for a week or two, not on the first day. You cannot guess where work piles up — but you can see it, and the answer is usually different from what the team expected.
An untriaged column earns its place at the left of the board. Ticket triage turns arrival into a decision — type, priority, owner — so nothing waits in a queue that nobody has read.
Ettex Board gives you columns, drag-and-drop cards, assignees, priorities, labels, subtasks and comments — and it sits next to your documents, chat and calendar, so a card can reference the actual document rather than a copy of it.
The board shows the work; it does not decide what the work is. Pair it with something that captures commitments — a sprint retrospective template if you work in cycles, or simply a standing agenda item — so the actions agreed in conversation end up as cards rather than as good intentions. Column limits matter more than column names.
Three or four. Add a fifth only when you can name the specific problem it solves.
Kanban usually fits better: it has no sprints or fixed ceremonies, and it works with continuous, interrupt-driven work — which is what most small teams actually have.
Yes, as the first column, but keep it ordered and pruned. A backlog of two hundred cards is a place where ideas go to be forgotten.
A common rule of thumb is roughly one to two cards per person in the In progress column. Watch what happens and adjust — the number matters less than having one.
Triage sorts incoming requests by urgency and owner before anybody starts work. How to set priorities that hold, who should do it, and why first-in-first-out fails.
A milestone marks a verifiable completion, not a point in the calendar. How to choose them, how many to have, and why percentage-complete reporting replaced them badly.
The critical path is the sequence that sets the end date. How to find it without software, why most status reports chase the wrong tasks, and what float really means.