Customer-facing work has a fixed time. This lesson covers the scheduled-todo skills: how to reschedule when plans change, and how to pick the right delivery method (call vs. onsite vs. internal) when you create a scheduled todo.

Rescheduling Todos

Problem: You blocked time for an onsite at 2pm. The customer calls at noon and cancels — they want to push to next Tuesday at 10am instead. Your day is now wrong, the customer is on the calendar at the wrong time, and the helpdesk calendar entry shows your old time too.

Horizon's answer: Reschedule the todo. One change in Horizon updates your dashboard, your calendar, and the helpdesk's calendar entry — automatically.

Reschedule applies to scheduled todos only

Floating todos don't have a fixed start time, so there's nothing to reschedule. To shift when a floating todo is eligible to run, defer it (covered in the previous lesson). To shift when a scheduled todo happens, follow the steps below.

Reschedule from the Scheduled To-Dos widget

1. On the Scheduled To-Dos widget on your dashboard, click the todo you need to move.
2. The slide-over opens showing the todo's details.
3. Click Edit.
4. In the When section, change the scheduled start time (and end time / duration, if needed).
5. Save.

The widget refreshes immediately. The new time replaces the old one across the dashboard, the calendar view, and the linked helpdesk calendar entry.

Reschedule from the Calendar View

Faster for visual scheduling — you can see what slots are open at a glance.

1. Switch to Calendar View (top navigation).
2. Find the todo on the calendar.
3. Drag it to the new time slot. (Drag-and-drop mechanics are covered in the next lesson.)

What happens behind the scenes

When you reschedule a scheduled todo, Horizon:

• Records the change on the ticket history (so anyone reviewing later can see when and by whom it moved).
• Updates the helpdesk's calendar entry to the new time.
• Refreshes any other widgets on the dashboard that show the same todo.

You don't need to manually update the helpdesk side — that's automatic.

Customer notifications

Whether the customer gets an automatic notification for scheduled todos depends on how your account is configured. Check with your admin or look at your account's notification settings if you're unsure. 

What happens to the freed time slot

When you reschedule away from a slot, that slot is empty — no other todos auto-fill it. If you want a floating todo to take it, the scheduler will fit one the next time your calendar refreshes (usually within a few minutes).

Tip: If you're rescheduling because the customer canceled and you don't yet know the new time, don't leave the old time in place "for now" — that holds the slot and may mislead dispatch. Either set the new time immediately, or convert it to a floating todo (edit, change scheduling type to Floating) and let the scheduler reflow it once you know more.

Scheduling a Call vs an Onsite

Problem: A 5-minute remote call and a 2-hour drive to the customer's office aren't the same thing. Treating them the same on the calendar wastes the day — you don't account for travel, the customer doesn't get the right kind of confirmation, and your duration is wrong.

Horizon's answer: When you create a scheduled todo, you pick a delivery method. The choice changes what fields the form asks for, what travel time is added to your calendar, and what the customer sees.

The three delivery methods

How to pick when creating a todo

1. Open the ticket widget on a ticket and click Create Todo (or open the Floating/Scheduled To-Dos widget and click the + icon).
2. In the Where section of the create-todo form, pick a Delivery Method.
3. Fill in the fields that appear (they change based on what you picked — see below).
4. Save.

What's different about Onsite

• Address appears, pre-filled from the linked ticket's contact (or the company, if the contact has no address). You can edit it before saving.
• Travel time is added to the calendar slot — both outbound and return — using your account's default travel minutes (typically 30 minutes each way unless your admin has tuned it). The travel time blocks your calendar separately from the work itself, so dispatch doesn't try to book another customer in your travel window.
• Must be scheduled — onsite work can't be floating. The customer expects you at a specific time.

What's different about Remote

• You can set it up as a phone call — the contact's phone number is pre-filled from the ticket; you can override it.
• Or as a virtual meeting — paste a Teams, Zoom, Google Meet, or other meeting link. Horizon detects the platform from the URL automatically.
• No travel time.
• Must be scheduled — same reason as onsite.

What's different about Internal

• Can be floating or scheduled. Most internal work is floating because there's no customer waiting.
• No address, no meeting URL, no travel time. Just title, duration, and (optionally) a scheduled time.

Common mistakes

• Using "Remote" for a customer call you don't actually plan to screen-share. That's still Remote — the customer is on the phone with you, that's a scheduled, customer-facing block. Don't downgrade it to Internal just because there's no link.
• Using "Internal" for an onsite to skip the travel time fields. Travel time exists for a reason — without it, dispatch will book over your drive. Pick the right method even if the form is more work.
• Forgetting to paste the meeting URL on Remote. Some accounts auto-send a calendar invite to the customer with the link — if it's blank, the customer gets nothing.

Tip: When in doubt — "is this a 5-minute internal admin thing, or is the customer involved?" — if the customer is involved at all, it's Onsite or Remote. Reserve Internal for work that has nothing to do with a specific customer interaction.