Horizon gives you two ways to look at your work — a task list ("what do I do next?") and a calendar ("when am I doing what?"). This lesson covers both views and the dedicated My Tickets page.

Task View vs Calendar View

Problem: Some moments you need to know "what do I grab next?" — a prioritized list. Other moments you need to know "when's my onsite?" — a visual day. One view can't answer both well.

Horizon's answer: Two top-level views, swap between them depending on the question.

• Task View — your dashboard of work. A list-shaped layout: scheduled todos for today, unscheduled (floating) todos waiting for you to commit them to a time, queues you can claim from, and your ticket tray. This is your "what do I do next?" view.
• Calendar View — your day or week as a calendar. Scheduled todos, appointments, and external calendar events laid out by time. This is your "when am I doing what?" view.

How to switch

1. Look at the top navigation in the Horizon dashboard.
2. Click Task View or Calendar View.

Horizon remembers your last choice — next time you open the dashboard, it lands on the view you were last on.

When to use which

Calendar View specifics

• Day and Week views are available (toggle in the calendar toolbar).
• Shows your scheduled todos, appointments, and any external calendar events synced for you.
• Auto-refreshes every 5 minutes when actual todo times are enabled, so you don't miss updates.

Viewing Your Tickets

Problem: Your assigned tickets get buried in the helpdesk's giant list of everything. You waste time filtering, searching, and switching boards just to find what's actually yours.

Horizon's answer: A dedicated My Tickets page that shows only the tickets assigned to you — no queue noise, no other techs' work — with tabs for open vs recently closed, refinement filters, and an Excel export.

Open My Tickets

1. From the Horizon dashboard, click My Tickets in the top navigation.

Tabs across the top of the table

• My Tickets — every open ticket currently assigned to you. This is the default.
• Closed Today, Closed This Week, Closed This Month — what you've finished. Useful for end-of-day review or "did I actually close that one?" checks.
• Custom scope tabs — if your admin or you have set up scope filters (e.g. "High Priority Only", "Onsite Tickets"), they appear as additional tabs.

The badge on each tab shows the count.

Refining the list

• Search — search by ticket number, title, status, priority, board, or company.
• Refinement filter dropdown — apply a saved refinement filter (created in Horizon settings) to narrow the list further.
• Column filters — filter by Status, Priority, Type, SubType, Board, Company, SLA Due Before, or by whether a Todo exists.
• Column manager — show/hide columns (icon at the top right of the table). Default columns include Type, SubType, Last Updated, SLA Due, Stage, and Time Left.
• Sort — click any column header. Default sort is Last Updated, newest first.
• Page size — choose 10, 25, 50, or 100 rows per page.

Acting on a ticket

• Click any row to open the ticket in a modal — view details, todos, and actions without leaving the page.
• Use the Export button (toolbar, top right) to dump the current filtered view to Excel.

Tip: If you want a different default tab (e.g. always open on a specific custom scope), set it in your panel settings.