Horizon
Calendar Sync - Understanding Event Blocking Behavior
What Is Event Blocking Behavior? When Horizon syncs a technician's Google Calendar or Microsoft 365 calendar, it needs to know whether each calendar event should block scheduling, block ticket assignment, or just display informatively. Event Blocking ...
Ticket Lifecycle: Overview
What Is Ticket Lifecycle? Ticket Lifecycle connects helpdesk statuses to automated actions — when a ticket hits the status you configure, the system runs triage, routing, or both. Where to find it: Admin Panel → Ticket Lifecycle Key Concepts ...
Calendar Privacy — How to Hide Your External Calendar Event Details
Overview This article explains how to enable Calendar Privacy so that other Horizon users see "[PRIVATE]" instead of your external calendar event details. Both users and admins can control this setting. What Calendar Privacy Does When Calendar ...
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 ...
Setting Up AI Integration
Overview This guide walks you through connecting Horizon to an AI provider. Horizon uses AI for triage, smart tagging, and other capabilities. You can bring your own API key from any of the 10 supported providers. Where to find it: Admin Panel → ...
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 ...
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 ...
How to Configure a Triage Policy
Overview This article walks you through configuring a Triage Policy in Horizon, including setting up classification steps, text generation steps, title formulas, and triage hints that give you deterministic control over how tickets are classified and ...
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 ...
How to Set Up SMTP Relay
Overview Configure an SMTP Relay so that Horizon sends emails directly through your own mail server, improving deliverability and ensuring emails arrive as your address — not ours. This is especially important for calendar invites and other ...
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 ...
How Inbound Webhooks Work in Horizon
What Are Inbound Webhooks? Inbound webhooks let external systems — like your PSA, Zapier, or n8n — send data to Horizon in real time. When something happens in an external tool (a ticket is updated, a form is submitted, a rule fires), that tool sends ...
Connecting Google Workspace Calendar to Horizon
Overview This article walks you through creating a Google Cloud service account with domain-wide delegation and entering its credentials in Horizon so that Horizon can read your technicians' Google Calendar events for scheduling purposes. This ...
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 ...
Connecting ConnectWise Manage to Horizon
Overview This article walks you through creating a ConnectWise Manage API member and entering its credentials in the Horizon onboarding wizard. Prerequisites Administrator access to your ConnectWise Manage account The Horizon onboarding wizard open ...
Connecting Autotask to Horizon
Overview This article walks you through creating an Autotask API user with webhook access and entering its credentials in the Horizon onboarding wizard. Prerequisites Administrator access to your Autotask account The Horizon onboarding wizard open ...