My advice is to first define the importance of support and how many tickets have to be solved within a specific time period in % (with your manager). Then defin

My advice is to first define the importance of support and how many tickets have to be solved within a specific time period in % (with your manager). Then define a part of the team that works on tickets for one sprint (alternating). This worked pretty well for me. Example: Your team has 6 members Your management would like to put 15% of the workload for support Every sprint 1 alternating team member is doing just support tickets You keep track of the support days of every member to equalize the workload (support is no fun) Because working alone is not the best situation you could work with 2 members every two sprints, but keep in mind that this means NO support ticket is solved for 1 sprint This is the best solution I could find being forced to practise SCRUM - even if it does not match the rules exactly.