My Dashboard is the single page a technician works from in Horizon. It puts your calendar, your to-dos, your assigned tickets, your project tasks and your ticket queue side by side on one screen, so you can see when your day is booked and what you should pick up next without switching pages.
If you have used Horizon before, note that the old Task View / Calendar View toggle is gone. There is no longer anything to switch between. Everything that used to live in Task View is now a panel on My Dashboard, and the ticket table has moved to its own page, My Ticket Board.
Where to find it: Agent Panel → My Dashboard
What Is in the Agent Panel
My Dashboard: calendar, to-dos, tickets, project tasks and queue on one screen.
My Ticket Board: the full table of tickets assigned to you, with tabs, filters and Excel export.
My Project Tasks: the full table of project tasks assigned to you.
Kanban Board: your tickets laid out as cards in columns.
AI Recommendations: suggestions Horizon has generated for you. The badge on this item is the number of recommendations still waiting on an action.
Key Concepts
Panel: one resizable region of My Dashboard. Drag the divider between panels to resize them. Horizon remembers your sizes in that browser.
Tray: the right-hand column of My Dashboard. It holds four tabs and shows one at a time.
Scheduled to-do: a to-do that has been committed to a specific time. It appears on the calendar.
Floating to-do: a to-do that has no time yet. It waits in the tray until you schedule it.
Scope tab: a saved filter that appears as its own tab on My Ticket Board, configured in panel settings.
Refinement filter: a saved filter applied on top of the tab you are already on, from the Refine dropdown.
How My Dashboard Is Laid Out
My Dashboard is two columns. The left column is your calendar with a strip of smaller widgets underneath it. The right column is the tray. Both dividers can be dragged, and both positions are saved for next time.
The calendar
Day and week views, toggled in the calendar toolbar.
Shows your scheduled to-dos, appointments and any external calendar events synced for you.
Drag an event to reschedule it. Times snap to five-minute increments.
The calendar refreshes itself every five minutes.
Click an event to open it. If the event is linked to a ticket, that ticket is highlighted in the tray.
The strip below the calendar
Deadlines: a count of your tickets at each deadline stage, so you can see what is close to breaching.
Ticket Queue: claim the next ticket from your queue without leaving the page.
Drag the divider down if you would rather give the calendar the space.
The tray
The tray has four tabs. Horizon remembers which one you were last on.
To-Dos: two lists, Scheduled and Floating. This is where you pick up a floating to-do and give it a time.
Tickets: your assigned tickets, using the same tabs and filters as My Ticket Board.
Project Tasks: the project tasks assigned to you.
Hover: a detail panel for the calendar event you are pointing at, so you can read an event without opening it.
My Ticket Board
My Ticket Board is a separate page, opened from the navigation. It shows only tickets assigned to you, so you are not filtering a helpdesk-wide list to find your own work.
Tabs
Tabs appear in this order:
My Tickets: every open ticket currently assigned to you. This is the default.
Your scope tabs: any custom scopes configured for the agent panel, such as "High Priority" or "Onsite".
Watchlists: tickets with an active deadline. This tab only appears when you have at least one.
Closed Today, Closed This Week, Closed This Month: what you have finished, for end-of-day and end-of-week review.
My Tickets and the scope tabs carry a count badge. The three closed tabs deliberately do not. When you apply a refinement filter, the badge on the tab you are on updates to show how many tickets are left after filtering.
Narrowing the list
Search: ticket number, title, status, priority, board or company.
Refine dropdown: apply a saved refinement filter on top of the current tab.
Column filters: filter on the columns shown in the table.
Column manager: show, hide and reorder columns.
Sort: click any column header. The default is last updated, newest first.
Page size: 10, 25, 50 or 100 rows. The default comes from your panel settings.
Acting on a ticket
Click any row to open the ticket in a modal, where you can see details, to-dos and actions without leaving the page.
Use Refresh from helpdesk on a ticket to pull its current state straight from the helpdesk.
Use Export in the toolbar to send the current filtered view to Excel.
If you always want to land on a particular tab, set the default tab in your panel settings.
Common Use Cases
Starting your day: open My Dashboard, read the calendar for anything committed, then work the To-Dos tab.
Between jobs with nothing scheduled: use the Ticket Queue widget to claim the next ticket.
A customer asks when you can get to them: read the week view on the calendar.
Something is about to breach: check the Deadlines widget, then open the Watchlists tab on My Ticket Board.
A to-do has no time on it: open the To-Dos tab, take it from the Floating list and drop it on the calendar.
End-of-month reporting: open Closed This Month on My Ticket Board and export it to Excel.