Where dispatcher triage actually happens. The Ticket Board is your list-based view of unassigned and queued tickets, with admin-defined scopes and filters layered on top. This lesson also covers the Project Board (view-only) and what's admin-controlled vs. yours to change.

The Ticket Board

Problem: The Dashboard shows the team's scheduled work — the calendar. But it doesn't show you tickets that aren't yet on the calendar: unassigned tickets sitting in your team's queue, tickets parked in a ticket queue waiting for an agent to pull them. To run triage on those — to actually decide who should work them and how — you need a list view, not a calendar.

Horizon's answer: The Ticket Board. List-based, scope-tabbed, bulk-action-capable. This is where dispatcher triage actually happens.

Open the Ticket Board

Click Ticket Board in the dispatch panel's top navigation.

The board loads with All Unassigned active by default.

Dashboard vs. Ticket Board — when to use which

You'll bounce between them constantly. Morning triage usually starts on the Ticket Board (decide who gets what); rest of the day mostly lives on the Dashboard (watch what's happening).

Tabs

• All Unassigned — every open ticket without an assignee. Your primary triage view.
• Queued — tickets currently sitting in a ticket queue (covered briefly in the next lesson on Bulk Actions). Useful for monitoring queue depth.
• Custom scope tabs — admin-defined slices like "High Priority," "Onsite," "Aging > 24h" (covered below).

The badge on each tab shows the count.

Default columns

Always visible: Ticket #, Title, Status, Priority, Board, Company, Assignee. Toggleable (turn on via column manager): Type, SubType, Age, SLA Due.

Refining the list

• Search — by ticket number, title, status, priority, board, company.
• Refinement filter dropdown — apply a saved filter to narrow further.
• Column filters — Status, Priority, Type, SubType, Board, Company, SLA Due Before, etc.
• Sort — click any column header.
• Page size — 10 / 25 / 50 / 100 rows.
• Column manager — show/hide/reorder columns (per-dispatcher).

Acting on tickets

• Click a row — opens the ticket in a modal with details, todos, and actions (including Direct Assign).
• Select multiple rows (checkboxes) — enables the bulk action toolbar (covered in the next lesson).
• Export (toolbar icon) — dump filtered view to Excel.

Tip: Make All Unassigned your morning starting point. Walk it top-to-bottom and decide which tool to use for each cluster: direct-assign the obvious ones, smart-assign the ambiguous ones, queue the low-priority noise. Don't try to assign every ticket individually — that's what the bulk tools are for. If you find yourself doing one-at-a-time more than a few times in a row, you're missing a pattern.

The Project Board

Problem: Tickets are short-lived units of work — they open, get worked, close. Projects are different: longer-running, multi-phase, multi-task efforts (a customer migration, an office buildout, a hardware refresh) that span weeks or months. As a dispatcher you need awareness of what projects are active so you can route ticket work in context — but project management itself is its own discipline.

Horizon's answer: The Project Board. A view-only window into your account's projects, accessible from the dispatch panel for situational awareness. You can see what's running, who's on it, where each project stands.

Currently view-only. You can browse projects, see their phases and tasks, see who's assigned. You can't yet create, edit, or move work from this page. Project management features are planned — for now, treat this as a reference page, not an action page.

Open the Project Board

Click Project Board in the dispatch panel's top navigation.

The list view

Columns:

• Project — the project name.
• Manager — the person responsible.
• Status — current state (Planning, Active, On Hold, Completed, etc.).
• Progress — completion indicator.
• Dates — start and target dates.
• End Date — projected or actual end.
• Company — the customer the project is for.

Click any project row to open its detail view.

The detail view

A single project page with three tabs:

• Overview — project header (dates, description), summary stats, list of phases with progress.
• Tasks — every task on the project, grouped by phase. Each task has columns for Task, Phase, Assignee, Status, Priority, Estimated Hours, and Dates.
• Team — every agent assigned to the project, with their aggregate task load.

How dispatchers actually use it

For now, mostly as background context:

• "Whose project is this ticket related to?" — Look up the project, see who the manager is, route accordingly.
• "Is this agent on a project right now that affects their availability?" — Check the Team tab on relevant projects.
• "What's the project's status?" — Quick check before making routing decisions that depend on project state.

What's coming

More project features are planned — eventually you'll likely be able to act from this page (create project tickets, move tasks, assign work). When that ships, this section will need updating.

Tip: Don't try to use the Project Board as your primary project management tool today. It's not. If your team runs a real project management workflow (in PSA, in a separate tool, or in someone's head), keep doing that — and use Horizon's Project Board as a fast read-only lookup when you need to make a routing decision in the context of a project.

Scopes and Filters: Admin-Defined

Problem: You opened the Ticket Board above and noticed tabs like "High Priority Only," "Aging > 24h," or "Onsite This Week." You wonder how those got there, whether you can change them, and whether they look the same for every dispatcher in your account or every account using Horizon.

Horizon's answer: Most of what you see on top of the standard tickets list — scope tabs, refinement filter options, default tab — is configured by your admin in the admin panel. Some of it is per-account (everyone in your org sees the same set), some of it is configurable per-panel. The point is: it's not a fixed Horizon UI you're stuck with, and it's not something you change yourself either. You request changes through your admin.

What's admin-defined

• Scope tabs on the Ticket Board (and on the agent's My Tickets page) — "High Priority," "Onsite Only," "Aging > 24h," etc. Each is a saved filter that surfaces a specific slice of work. Your admin creates them, names them, and decides which panels they appear on.
• Refinement filter dropdown options — the saved filters available in the Refine dropdown above the ticket list. Same model as scope tabs, configured by the admin.
• Default tab on each board — your admin can set what tab loads first when you open the Ticket Board.
• Custom bulk actions — most bulk actions are standard, but some account-specific actions (like "Send to QA Review") are admin-configured.
• Triage policies, routing rules, helpdesk actions — the behavior behind the assignment and triage actions you trigger is admin-configured (covered in later lessons).

What's yours to change

• Calendar layout — view mode (day/week/month) and orientation (vertical/horizontal) are per-dispatcher.
• Calendar team filter — narrow the Dashboard to a specific team. Per-dispatcher.
• Active tab — which tab on the Ticket Board you have open. Per-session, but the list of tabs available to choose from is admin-defined.
• Visible columns — show, hide, and reorder columns via the column manager. Per-dispatcher; doesn't affect anyone else. The available columns are standard across Horizon — admins don't configure those.
• Page size — 10/25/50/100 rows. Per-dispatcher.
• Sort order — clicking column headers. Per-session.

Why this split exists

Scopes and filters represent how your organization triages work. If everyone could rename or delete them, the team would lose a shared vocabulary — "check the High Priority tab" needs to mean the same thing across the team. Display preferences are about how your eyes work and don't affect anyone else, so those are yours to control.

Requesting changes

If you find yourself wanting a scope that doesn't exist, tell your admin. Open a support ticket describing the scope you'd like. Include: the criteria, what board it should appear on, what to call it, and why it would help.

If admins are slow or you need it temporarily, the Refinement filter dropdown lets you apply existing filters in combinations — sometimes you can get the same effect by stacking two refinements.

Tip: Walk through your account's existing scopes in the first week. Open the Ticket Board, click each tab, look at what it surfaces. If a scope's name doesn't match its actual criteria (or you don't understand why it exists), ask. Admin-configured scopes drift over time — sometimes a tab labeled "Urgent" is filtering for criteria that haven't been urgent in two years.