Horizon
ToDo Lifecycle: Overview
What Is ToDo Lifecycle? ToDo Lifecycle connects what happens to a to-do — or time passing on one — to automated actions. When a to-do is completed, declined, or has been running longer than it should, the system carries out the actions you configure. ...
Configuring API Access
Overview This article walks an account administrator through creating an API client, minting a token, and making a first successful API call from Postman or any other HTTP client. Where to find it: Admin Panel → Settings → API Access Prerequisites ...
How the Next Ticket Queue Works
What Is the Next Ticket Queue? The Next Ticket Queue is pull-based ticket assignment. Instead of Horizon pushing a ticket at a technician the moment it arrives, tickets sit in a queue and technicians claim the next one when they actually have ...
Autotask Extension Callout (Optional Alternative to the Native Callback)
Overview This guide sets up an Autotask Extension Callout so Autotask notifies Rocketship in real time when a ticket is created or edited. It is an optional alternative to Rocketship's native callback and is configured by a Rocketship Support ...
Connecting HaloPSA to Horizon
Overview This article walks you through creating an API agent and application in HaloPSA and entering its credentials in the Horizon onboarding wizard. Prerequisites Administrator access to your HaloPSA account The Horizon onboarding wizard open and ...
Configuring Horizon for SeaLevel Operations / Pax8 Academy
Overview This article walks you through configuring Horizon to follow the SeaLevel operations process as taught in Pax8 Academy. You will configure Helpdesk Actions to control what happens in your helpdesk when engineers and dispatchers interact with ...
How to Configure a Watchlist
Overview This article walks you through creating a Watchlist in Horizon — using a concrete example: detecting tickets with no activity for 3 or more days and creating a floating todo to remind the technician to call the customer. Where to find it: ...
Configure User Notification Channels and Ticket Assignment Alerts
Overview The user notification system delivers personal alerts (e.g., on ticket assignment) to a user's chosen channel. This article walks through the channels available, how to set them up as a user or as an admin, and how to opt in to ticket ...
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 A Triage Policy decides how incoming tickets are classified, routed and titled. It is made of steps. Each step sets one field (or one related pair of fields) on the ticket, using AI, your own rules, or the text and history already in your ...
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. If you need to reduce permissions of the API user, refer to the table at the end of this KB. Prerequisites ...
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. If you need to reduce permissions of the API user, refer to the table at the end of this KB. ...