Horizon - New Admin Training
Admin Lesson 16: Manual vs Automatic — Calibrating Your Account
You've configured the building blocks. Now the question becomes how aggressively should the system act on its own? Every major piece of Horizon — triage, assignment, todo creation, watchlist transitions, form lifecycles — has a manual mode and an ...
Admin Lesson 15: Panel Customization
The Agent and Dispatch panels work out of the box, but they don't know which scope tabs your team actually uses, which actions your team needs as one-click buttons, or which forms should be wired up as named buttons on ticket cards. Panel ...
Admin Lesson 14: Watchlists
Watchlists are deadline monitors. They watch a datetime field on every open ticket, compare it to the current time, and bucket each ticket into a stage — approaching a future deadline, or elapsed past a past one. Agents see those stages in their ...
Admin Lesson 13: Custom Forms
Custom forms turn repeatable agent actions into structured, queryable, automatable events. Instead of agents free-texting "escalating to vendor" into ticket notes, they fill out a Vendor Escalation form. The data is structured, the action is logged, ...
Admin Lesson 12: Ticket and Form Lifecycles
Lifecycles are how everything you've configured so far gets wired together. Triage classifies, assignment picks an owner, scheduled todos land on the calendar, helpdesk actions write back — but something has to decide when each of those happens for a ...
Admin Lesson 11: Tuning with Time Estimate Policies (advanced)
This is an advanced lesson. You can run Horizon successfully for months without touching time estimate policies — the baseline policy ships with sensible defaults, and most accounts only revisit this once NextAvailable assignment is firmly in place ...
Admin Lesson 10: Auto-Assign with NextAvailable Using Floating Todos
Round-robin gets assignment off the ground. It's fair, predictable, and dumb — it doesn't know who's actually buried, who's free, or who could realistically pick up the next ticket today versus next Tuesday. NextAvailable is the upgrade. It picks the ...
Admin Lesson 9: Auto-Assign with Round-Robin
Triage classifies. Booking links and scheduled todos handle the calendar layer. The next gap is who picks up the ticket. Without auto-assignment, dispatchers manually route every ticket to a specific person — fast at first, then slower as volume ...
Admin Lesson 8: Setting Up Booking Link Types
Booking links let customers self-schedule into agent calendars. The agent sends a link, the customer picks an open slot, a scheduled todo lands on the agent's calendar — no email ping-pong, no missed bookings, no manual calendar entries. This lesson ...
Admin Lesson 7: Setting Up Scheduled Todos
With triage running, every new ticket arrives classified. The next layer is the calendar layer — turning classified tickets into committed time on someone's day. That's what scheduled todos do. This lesson covers the admin-side configuration that ...
Admin Lesson 6: Setting Up Triage
Triage is the first piece of automation we set up after the foundations are in place. It's the highest-leverage thing you can configure, because every ticket your helpdesk receives goes through it. Get triage right and the rest of the system gets ...
Admin Lesson 5: Teams, Users, and Business Hours
Once helpdesk integration is live, the next foundational layer is the people side. Horizon needs to know who works tickets, what teams they're on, and when they're working. Almost every other configuration in the system — triage routing, assignment ...
Admin Lesson 4: Helpdesk Integration
Helpdesk integration is the first thing you set up. Until Horizon can read tickets from your PSA and write back to it, nothing else matters — triage has nothing to triage, assignment has nothing to assign, scheduled todos have no tickets to attach ...
Admin Lesson 3: Tour of the Admin Panel
You don't need to know every page in detail — that's what the rest of the series is for. You do need to know where things live so you can find them when you need them. This lesson walks the admin panel left-side navigation top to bottom, group by ...
Admin Lesson 2: Core Concepts — Tickets, Todos, and the Helpdesk Bridge
Part of the Admin Training Series. Before you configure anything, you need the vocabulary. Horizon has three concepts that show up in every conversation, every config, every troubleshooting thread: tickets, todos, and the helpdesk bridge. Get these ...
Admin Lesson 1: Welcome to the Admin Seat
Horizon doesn't run itself. Triage rules, todo policies, assignment plugins, watchlists, forms — these are decisions someone has to make. That someone is you. This lesson sets the frame: what an admin actually does, how the three panels split up the ...
Popular Articles
What does Rocketship for Autotask do for me?
Rocketship “automates helpdesks in Autotask.” Specifically, there are three labor-intensive tasks that Rocketship for Autotask fully automates: Dispatching Escalating Scheduling Let’s dig into those a little more. No More Manual Dispatching When a ...
Admin Lesson 1: Welcome to the Admin Seat
Horizon doesn't run itself. Triage rules, todo policies, assignment plugins, watchlists, forms — these are decisions someone has to make. That someone is you. This lesson sets the frame: what an admin actually does, how the three panels split up the ...
Holidays in Rocketship Scheduling
DispatchBoard Holiday View Rocketship syncs with Autotask Holiday Sets (per Internal Location) daily. You can view the current list of holidays from: The Holidays page in DispatchBoard, or Your Calendar. Next Activity Recipes (Scheduling Module) ...
Setup Rocketship in Autotask
This article describes how to fully integrate Rocketship into the workflow of your team inside Autotask. Setup involves these phases: Set up Autotask API user Add API User in Rocketship Admin portal Enable Rocketship in Autotask Integration Center ...
Creating an Autotask API User for Rocketship
Like any software that integrates with Autotask, you’ll need to create an Autotask API user for the connection. This takes about 1 minute to do. These steps are accomplished via the Admin->Resources (Users) screen in Autotask. Log in to Autotask as ...