How To Submit Help Desk Tickets

Horizon Information Systems, Inc. has created this training manual and related training videos to assist you in completing the various functions in the system. You also have unlimited access to our knowledgeable Help Desk. If you are having a problem or need assistance in the system, submit a Help Desk ticket and we will contact you.

There are two options to submit a ticket. Users can call 800-889-3388 to talk to a Horizon representative who will submit a Help Desk ticket. Users can also submit their own ticket following the directions below.

NOTE:  Users must be setup with a login (usually their e-mail address) and a password by Horizon before they can log in to the portal.  Please call 814-535-7810 if you have not been setup or have forgotten your login information.

NAVIGATION: HELP menu > Horizon Customer Service Portal

  1. Log in with your e-mail address and the default password (horizon).  To change your password, click on the CUSTOMER tab, select your name under the contact list. Click the CHANGE PASSWORD button and create your own new password.

  2. At the top left of the screen, click SUBMIT NEW INCIDENT.

  3. Complete the incident details use the image below as a guideline. When finished, click SUBMIT.

    1. In the Detail Description field, enter as much information as possible including but not limited to your phone number, vendor, employee, tenant, client, check number, etc.

  4. To receive the fastest response, be sure to select the correct Help Desk Area and Module/Category. This will ensure your ticket gets routed to the correct Help Desk staff.

    1. Depending on the HELP DESK AREA selected, the MODULE/CATEGORY will display as follows:

      1. FINANCIALS HELP DESK AREA

        • Trucking

        • Job Costing

        • Rep Payee

        • Sales

        • Contract Management

        • Housing Contracts

        • Fixed Assets

        • Materials Management (Purchase Order/Inventory)

        • ACH Processing

        • Human Resources

        • Payroll

        • Financials (GL/AP)

        • Time Tracking

    2. HOUSING HELP DESK AREA

      • Housing Billing

      • Tenant Management/AR

      • Section 8 Tenant Management

      • Waiting List/Occupancy

      • Work Orders/Maintenance

      • 50058 Processing

      • 50059 Voucher Processing

      • Rural Development

      • Inspections

    3. HUMAN SERVICE/ID HELP DESK AREA 

      • Accounts Receivable

      • Consumer Management/ID

      • Early Intervention

      • Transportation

      • Weatherization

      • Food Bank Management

      • Trust Program

      • Head Start

      • Debt Collection

      • Other Human Services

    4. UTILITY BILLING HELP DESK AREA 

      • Utility Billing

      • Other Financials

    5. DATASAN HELP DESK AREA 

      • Rental

      • Septic/Grease

      • Recycling

  5. As soon as you click SUBMIT, we will receive an e-mail and start working on the issue. You will also receive a copy of the e-mail.

  6. All e-mail from the help desk will be sent from Horizon Customer Service ([email protected]). If you do not receive an e-mail after submitting a ticket, check your junk e-mail/spam folder. If the e-mail is in that folder, be sure to add our e-mail address to your safe sender's list/mark as not spam.

  7. To view all the open tickets you have submitted, click the INCIDENT tab.

  8. If you have not been set-up to access the Customer Service Portal, please call the office at (814) 535-7810 or (800) 889-3388.

2/2021

NEED MORE HELP?  Submit a ticket to the Help Desk or call (814) 535-7810 or (800) 889-3388