Horizon - New Agent Training
Agent Lesson 11: Forms
When you do the same kind of action repeatedly — request approval, escalate to vendor, document an incident — your admin can wire that up as a form. Fill it out once on a ticket and the right thing happens consistently. Forms Problem: Some actions on ...
Agent Lesson 10: Watchlists
Some of your tickets are quietly counting down to an SLA breach. Watchlists surface those automatically — color-coded by urgency — so you can spot what's at risk before it bites. Watchlists Problem: You have 22 tickets assigned. Some have SLA ...
Agent Lesson 9: How Work Gets to You
Tickets reach your tray three ways: someone direct-assigns them to you, the system dispatches/escalates them automatically (or via a dispatcher), or you pull them from a ticket queue. This lesson covers all three so you understand where your work ...
Agent Lesson 8: Customer Self-Booking
Stop ping-ponging emails to find a time. Send the customer a booking link, let them pick a slot from your real availability, and a todo lands on your calendar automatically. Sending a Booking Link Problem: "What time works for you?" → 4 emails back ...
Agent Lesson 7: Calendar Mastery — Drag-and-Drop
Drag-and-drop is the fastest way to move work around your calendar. This lesson covers the mechanics: moving scheduled todos, signaling rank changes on floating todos, dropping tickets onto time slots, and the click-vs-drag distinction. Drag-and-Drop ...
Agent Lesson 6: Scheduled Work — Calls, Onsites, and Rescheduling
Customer-facing work has a fixed time. This lesson covers the scheduled-todo skills: how to reschedule when plans change, and how to pick the right delivery method (call vs. onsite vs. internal) when you create a scheduled todo. Rescheduling Todos ...
Agent Lesson 5: Working with Floating Todos
Floating todos don't have a fixed start time — the scheduler fits them into your day dynamically. Two skills make floating work work for you: setting rank to tell the scheduler what matters, and deferring to push work back without losing track of it. ...
Agent Lesson 4: Managing Your Availability
When you can't take new work — lunch, a meeting, sick day — mark yourself Out so dispatch stops routing tickets to you. One toggle, one click. This lesson covers how to use it and what "Out" actually changes. The In/Out Feature Problem: You're at ...
Agent Lesson 3: Understanding Todos — The Unit of Work
Tickets describe customer problems; todos describe the actual work you do to resolve them. This lesson covers what a todo is, how it differs from a ticket, and the lifecycle every todo runs through. Understanding Todos Problem: A ticket isn't one ...
Agent Lesson 2: Your Two Views — Task and Calendar
Horizon gives you two ways to look at your work — a task list ("what do I do next?") and a calendar ("when am I doing what?"). This lesson covers both views and the dedicated My Tickets page. Task View vs Calendar View Problem: Some moments you need ...
Agent Lesson 1: Welcome to Horizon
First lesson in the agent series. By the end you'll know how to find help when you need it and how to access Horizon — including the per-helpdesk widget setup so Horizon shows up inside ConnectWise, Autotask, and the others. Getting Help Problem: ...
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 ...