Registering Helpdesk Callbacks in Horizon

Registering Helpdesk Callbacks in Horizon

Overview

This article explains how to enable real-time ticket update notifications between your helpdesk and Horizon.

Where to find it: Settings > Helpdesk > Callback Status

Prerequisites

  • Your helpdesk integration is connected and active in Horizon
  • You have Administrator access in Horizon
  • You have Administrator access in your helpdesk

Autotask

Horizon registers Autotask webhooks automatically via the Autotask API. No manual steps are required in the Autotask console.

  1. In Horizon, go to Settings > Helpdesk > Callback Status.
  2. Click Enable Callbacks.
  3. Horizon contacts the Autotask API and registers webhooks for each supported entity type.
  4. Once complete, the Registrations table shows each entity (e.g. Ticket) with a status of Active.

Result: The Registrations table shows all entity types as Active. Horizon will begin receiving real-time updates from Autotask immediately.

ConnectWise

Horizon registers ConnectWise callbacks automatically via the ConnectWise API. No manual steps are required in the ConnectWise console.

  1. In Horizon, go to Settings > Helpdesk > Callback Status.
  2. Click Enable Callbacks.
  3. Horizon contacts the ConnectWise API and registers callbacks for each supported entity type.
  4. Once complete, the Registrations table shows each entity (e.g. Ticket) with a status of Active.

Result: The Registrations table shows all entity types as Active. Horizon will begin receiving real-time updates from ConnectWise immediately.

Zoho Desk

Zoho Desk does not provide a webhook registration API. You must add the Horizon callback URL manually in the Zoho Desk admin console.

  1. In Horizon, go to Settings > Helpdesk > Callback Status.
  2. Copy the Callback URL using the copy button next to it.
  3. In a new tab, go to your Zoho Desk admin console and navigate to Setup > Automation > Webhooks.
  4. Click New Webhook.
  5. Set the URL to the Callback URL you copied from Horizon.
  6. Under Events, enable the following for the Tickets module:
    • Ticket Added
    • Ticket Modified
    • Ticket Deleted
  7. Save the webhook.

Result: Zoho Desk will send a webhook to Horizon whenever a ticket is created, updated, or deleted. No registration appears in Horizon's Registrations table — this is expected for Zoho Desk.

    • Related Articles

    • Adding Horizon Autotask Widgets

      Overview This article walks you through registering and configuring the Horizon widgets in Autotask, including the Ticket Insight panel and the full-screen Dashboard Widget. Prerequisites An active Autotask helpdesk integration configured in Horizon ...

    • Adding Horizon ConnectWise Widgets

      Overview This article walks you through setting up the Horizon widgets in ConnectWise Manage: the Menu Link Dashboard (full Horizon panel in the sidebar) and the Ticket POD (inline ticket insights on Service Ticket pages). Prerequisites An active ...

    • Mail Sending Settings — Delivery Modes & Helpdesk Address

      What Is the Sending Screen? The Sending screen controls how Horizon delivers outbound emails — which address emails appear to come from, and whether they're sent through Horizon's mail infrastructure or your own mail server. You'll find it at Admin ...

    • Connecting Zoho Desk to Horizon

      Overview This article walks you through creating a Zoho Desk OAuth application and entering its credentials in the Horizon onboarding wizard. Prerequisites Administrator access to your Zoho Desk account The Horizon onboarding wizard open and on the ...

    • Connecting Microsoft 365 Exchange to Horizon

      Overview This article walks you through registering a Microsoft 365 app in Azure and entering its credentials in Horizon so that Horizon can read your technicians' Exchange calendar events for scheduling purposes. Prerequisites Global Administrator ...