Overview

This article walks you through setting up the Horizon widgets in ConnectWise Manage: the Menu Link Dashboard (full Horizon panel in the sidebar) and the Ticket POD (inline ticket insights on Service Ticket pages).

Prerequisites

• An active ConnectWise helpdesk integration configured in Horizon
• Admin access in both Horizon and ConnectWise Manage

Part 1: Set Up the Dashboard (Menu Link)

The Menu Link Dashboard adds a Rocketship Horizon entry to the ConnectWise sidebar under the Service Desk module. Clicking it loads the full Horizon agent panel inside ConnectWise.

1. In Horizon, navigate to Integrations → Helpdesk → Widget Status.
2. Find the Menu Link Dashboard Widget row and click Register.
3. Confirm the registration when prompted. The status will show Processing... while it registers with ConnectWise.
4. Wait for the status to change to Active.

In ConnectWise Manage, look for Rocketship Horizon in the left sidebar under the Service Desk module. You may need to refresh or re-login for the menu item to appear.

Part 2: Set Up the Ticket POD

The Ticket POD adds a Rocketship panel to ConnectWise Service Ticket pages, showing ticket insights and triage context inline.

Note: This widget requires manual configuration in ConnectWise. It cannot be registered automatically via API.

Configure Hosted API Setup

1. In ConnectWise Manage, go to System → Setup Tables.
2. In the Category dropdown, select General.
3. Find and click Manage Hosted API Setup.
4. Click + to add a new entry.
5. Fill in the fields as follows:

Important: The [cw_id] and [cw_screen] are literal tokens — type them exactly as shown. ConnectWise automatically replaces them with the actual ticket ID and screen name when loading the widget.

6. Click the Save icon in the toolbar.

Add the POD to Your Ticket View

Each ConnectWise user adds the POD to their Service Ticket layout once:

1. Open any Service Ticket in ConnectWise.
2. Look for the POD area on the right side: "Drag a pod here or click to add a pod".
3. Click the area and select Rocketship from the available pods.
4. The layout saves automatically for that user.

ConnectWise does not add PODs to all users automatically. Each user adds it once and it persists.

Result

Your team will now have access to Rocketship Horizon as a full dashboard in the ConnectWise sidebar, and the Rocketship Ticket POD showing inline ticket insights on Service Ticket pages.

Troubleshooting

• Menu entry not appearing in sidebar: Refresh or re-login to ConnectWise Manage. Verify the widget status shows "Active" in Horizon.
• POD not appearing in available pods list: Verify the Hosted API Setup entry is saved and not marked Inactive. Check that Pod (not Tab) is selected, and that the Origin URL matches your Horizon deployment exactly (no trailing slash).
• Widget shows "Authenticating..." forever: Check browser console (F12) for errors. Verify the Horizon server is reachable from your browser.
• Widget shows "Unknown ConnectWise instance": The ConnectWise integration may not be configured in Horizon. Contact your administrator.