Horizon doesn't run itself. Triage rules, todo policies, assignment plugins, watchlists, forms — these are decisions someone has to make. That someone is you. This lesson sets the frame: what an admin actually does, how the three panels split up the work, and where to go when something doesn't behave the way you expected.
Problem: A helpdesk gives you a list of tickets. It doesn't tell you which ones matter, who should work them, when, in what order, or what should happen automatically when one closes. Every team handles that differently, and most teams handle it inconsistently.
Horizon's answer: Horizon sits next to your helpdesk and adds the layer your helpdesk is missing — triage, scheduling, assignment, escalation, automation. None of it works out of the box. It works because someone configures it. That someone is the admin.
Concretely, an admin in Horizon:
You're not working tickets. You're building the system the people working tickets use.
Horizon has three Filament panels. Each is built for a different role.
| Panel | Route | Who uses it | What it's for |
|---|---|---|---|
| Agent | /agent | individual agents | a personal calendar, todo list, and ticket tray for working assigned tickets |
| Dispatch | /dispatch | dispatchers and team leads | a board view of unassigned and at-risk tickets across the team, plus tools to assign, escalate, and triage |
| Admin | /admin | you | configuration of everything above |
A single user can have access to more than one panel. A dispatcher who also takes tickets sees both Agent and Dispatch. You, as admin, will likely see all three.
One thing to know up front: the admin panel cannot be set as a user's default panel. Default panel applies to Agent and Dispatch only. Admins always start in Agent or Dispatch and switch to Admin when they need to configure something. This is intentional — admin work is rare compared to operational work, and the system biases toward the operational view.
Sign in to Horizon, then switch panels using the panel switcher in the top-right of the navigation. Pick Admin.
The first thing you'll see is the Dashboard, which surfaces:
Use the dashboard as a daily health check. If something's red, click into it before it becomes someone else's problem.
Problem: You're in the admin seat trying to configure something and it isn't behaving the way you expect. You don't know if it's a feature working as designed, a setting you missed, or an actual bug.
Horizon's answer: Two channels. Search the Knowledge Base for self-serve answers, or open a support ticket if it's something we need to look at directly.
Search the Knowledge Base
If you find the answer, you're done. If not, open a support ticket.
Open a support ticket
Where the response shows up: Replies come to the email address you used to open the ticket. You can also check ticket status by creating an account in the help system.
Tip: Admin tickets often blur the line between "the feature doesn't work" and "I configured it wrong." Be specific about what you set vs. what happened — "I created a triage policy with rule X, sent a test ticket matching X, and the rule didn't fire — log shows step skipped with no reason" gets a faster, more useful response than "triage isn't working."
Admins who get the most out of Horizon think of themselves as building a system, not running one. The job isn't to manually assign tickets, manually triage, manually remind people about deadlines. The job is to set up triage so it classifies for you, set up assignment so tickets route themselves, set up watchlists so deadlines surface themselves, set up forms so repeat actions stay consistent.
Anything you find yourself doing more than twice in a row by hand is probably a config you haven't set up yet. That's the muscle to build.
Tip: Resist the urge to configure everything at once. Horizon is wide. Onboarding works best in this order: triage first, then scheduled todos, then booking links, then auto-assign for alerts using round-robin, then auto-assign for helpdesk tickets using round-robin, then move to next-available assignment with floating todos for work duration. Time estimate policies come last, once the rest is stable. The lessons follow this order.