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 Primary View — My Dashboard
What Is My Dashboard? My Dashboard is the single page a technician works from in Horizon. It puts your calendar, your to-dos, your assigned tickets, your project tasks and your ticket queue side by side on one screen, so you can see when your day is ...
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: ...