Phase 3 - Initial Filters and Actions
Overview
Quick reference for the per-account setup checklist surfaced in the Admin panel. Each row is a filter (defines which tickets count as something) or a helpdesk action (defines what fields Horizon writes back to the helpdesk when something happens). Suggested values are starting points — adjust to match your team's status names and workflow.
Where to find it: https://app.giantrocketship.net/
Be sure to use the Admin Panel by clicking the waffle menu at the top-right.
General
| Task | Type | Why it matters | Suggestion |
|---|---|---|---|
| Failure Response | Helpdesk Action | When any automated operation fails, Horizon marks the ticket so a human notices. Without it, failures are silent. | Status: Failure (or Needs Attention) |
Triage
Triage no longer has its own board. It runs as automated logic on inbound tickets, and dispatchers see triage results as a scope/view on the Dispatch board.
| Task | Type | Why it matters | Suggestion |
|---|---|---|---|
| New Tickets | Filter | Defines which inbound tickets are "new" — drives the new-tickets scope on the Dispatcher's board view. | Status: New |
| Triage Scope | Filter | Default view for the triage scope on the Dispatch board. | Status: New |
| Triage Success Fields | Helpdesk Action | Field updates Horizon writes back when triage classifies a ticket. How triage actually changes the ticket. | Status: Triaged (or Dispatched) |
Dispatch
| Task | Type | Why it matters | Suggestion |
|---|---|---|---|
| Actionable Tickets | Filter | Tickets that need a human to do something next — schedule, action, respond. Drives the actionable view on the Dispatch board and feeds assignment policy candidate pools. | Status IN (Customer Responded, Needs Scheduling, Ready to Work) |
| Waiting Tickets | Filter | Tickets waiting on an outside event — customer reply, vendor delivery, parts arrival. Should NOT be assigned or counted against agent load. Also auto-closes started todos. | Status IN (Waiting Customer, Waiting Vendor, Waiting Parts, On Hold, Pending) |
| Ticket Started | Filter | A ticket is actively being worked. Used by escalation/SLA logic and auto-starts todos. | Status: In Progress |
| Tickets to Escalate | Filter | Escalation candidates. Watchlists and escalation workflows pull from this. | Status IN (Escalate, Overdue, Unassigned) |
| Dispatch Board Scope | Filter | Default filter for the Dispatch board — what dispatchers see when they open it. | Status IN (Escalate, Overdue, Unassigned) |
| Assignment Success Fields | Helpdesk Action | Field updates Horizon writes back when a ticket gets assigned. Reflects Horizon's assignment decision in the helpdesk. | Owner: assigned agent; Status: Dispatched (or Assigned) |
Auto-tracked Milestones
Horizon fills these in automatically — no admin action required.
| Milestone | What it means |
|---|---|
| Data Import Started / Completed | Initial entity sync from the helpdesk (companies, contacts, tickets, queues). Started by the wizard's Setup step; completed when ticket sync finishes. |
| Member Linked | Your Horizon user has been mapped to a real agent record in the helpdesk. Without this link, "assign to me" and time entries don't know who you are on the helpdesk side. |
| First Triage | Marks the first time a ticket actually got classified by Horizon's triage engine. Useful as a "did this thing ever work?" signal. |
Result
Setup is considered complete when ticket sync is done, your user is linked to a helpdesk member, and every task above is either completed or explicitly skipped.
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