First lesson in the agent series. By the end you'll know how to find help when you need it and how to access Horizon — including the per-helpdesk widget setup so Horizon shows up inside ConnectWise, Autotask, and the others.

Getting Help

Problem: It's 9am on a Tuesday, you're stuck on a ticket, and you don't know who to ask.

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

1. Open https://help.giantrocketship.com/portal/en/kb in a new tab.
2. Use the search bar at the top of the page.
3. Browse by category if you're not sure what to search for — categories include onboarding, agent workflows, dispatch, integrations, and troubleshooting.

If you find the answer, you're done. If not, open a support ticket.

Open a support ticket

1. From https://giantrocketship.com/support-request

2. Fill in the ticket form. Include:

   • Your account name (so we know which tenant you're on)
   • The ticket number or URL you're working on, if relevant
   • A screenshot of what you're seeing
   • What you tried before opening the ticket

3. Submit. You'll get a confirmation email with the ticket number.

Where the response shows up: Replies come to the email address you used to open the ticket. You can also check ticket status https://giantrocketship.com/support-request by creating a login.

Tip: The faster you get specific (account, ticket number, screenshot, what you tried), the faster we can help. "It's broken" gets a slower response than "Ticket #4521 on Acme Corp is showing the wrong assigned tech after triage; screenshot attached; refreshing the widget didn't help."

Accessing Horizon

Problem: You already have six tabs open. Nobody wants another portal to log into and another set of credentials to remember.

Horizon's answer: Horizon lives inside your helpdesk as widgets. There are two:

• Dashboard widget — your overview. Your tickets, your todos, queues you can claim from, your calendar.
• Ticket widget — appears inside a specific ticket. Used to act on that ticket: schedule work, send a booking link, escalate, run triage.

Where the widgets appear depends on which helpdesk you use.

ConnectWise Manage

Dashboard widget — "Rocketship Horizon" sidebar entry

1. In ConnectWise Manage, open the Service Desk module (left sidebar).
2. Look for Rocketship Horizon in the sidebar menu.
3. Click it. The Horizon dashboard loads inside ConnectWise.

If you don't see the entry, refresh ConnectWise or log out and back in. If it's still missing, your admin may not have registered the widget yet — open a support ticket.

Ticket widget — POD on Service Tickets

1. Open any Service Ticket in ConnectWise.
2. Look on the right side of the ticket for the Rocketship pod.
3. If you don't see it, look for a "Drag a pod here or click to add a pod" area. Click it and select Rocketship.
4. Your layout is saved automatically. The pod now appears on every ticket you open.

Each ConnectWise user adds the pod once. You only do this on day one.

Autotask

Dashboard widget — Home dashboard panel

1. Your Admin will have published a Shared Tab (dashboard) containing Rocketship to you.

Ticket Insight widget — automatic on tickets

1. Open any ticket in Autotask.
2. The Rocketship Ticket Insight panel appears in the ticket detail view automatically.
3. No setup per user.

If the widget won't load

• Refresh the page.
• Check that you're logged into your helpdesk.
• If the widget shows "Authenticating..." indefinitely, your admin's integration may need attention — open a support ticket (see Getting Help above).