Horizon Support Portal - Submit Help Desk Tickets

If you are having a problem or need assistance in the system, submit a Help Desk ticket and we will contact you.

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.

There are two options to submit a ticket. Users can submit a ticket and track the status through the Horizon Support Portal. Follow the instructions below to enter a ticket through the Horizon Support Portal. Users can also call 800-889-3388 to talk to a Horizon representative who will submit a Help Desk ticket.

Access the Horizon Support Portal
1. In Version 11 programs, select Help > Create a Ticket in the upper right corner.
2. 2.In Version 16 programs, select Support > Create a Ticket in the upper right corner.
3. Or, click the link: https://support.horizon-is.com/scripts/texcel/customerwise/clogin.dll
Log in by entering your email address.
Enter your password.
1. NOTE: Unless you have changed your password, the default is horizon. We highly recommend changing your password from the default after entering the portal.
Click SUBMIT
At the top left of the screen, click SUBMIT NEW INCIDENT.
Complete the incident details use the image below as a guideline. When finished, click SUBMIT.
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.
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. Look at the top left of the program you are working in. The name of the program will be displayed, i.e., Section 8, Tenant Management, Financials, etc.
Depending on the HELP DESK AREA selected, the MODULE/CATEGORY will display as follows:
1. Help Desk Area: FINANCIALS
  1. Stratus Employee Document Viewer
  2. Stratus Requisitions
  3. Stratus Rep Payee
  4. Stratus Time Tracking
  5. Financials (GL/AP)
  6. Payroll
  7. Human Resources
  8. ACH Processing
  9. Materials Management (Purchase Order/Inventory)
  10. Fixed Assets
  11. Housing Contracts
  12. Contract Management
  13. Sales
  14. Rep Payee
  15. Job Costing
  16. Trucking
2. Help Desk Area: HOUSING
  1. Stratus Mobile Maintenance
  2. Stratus Online Applications
  3. Stratus Tenant Portal
  4. Stratus Landlord Portal
  5. Housing Billing
  6. Tenant Management/AR
  7. Section 8 Tenant Management
  8. Waiting List/Occupancy
  9. Work Orders/Maintenance
  10. 50058 Processing
  11. 50059 Voucher Processing
  12. Rural Development
  13. Inspections
3. HUMAN SERVICE/ID HELP DESK AREA
  1. Stratus ID (Provider Management)
  2. Other Human Services
  3. Accounts Receivable
  4. Consumer Management/ID
  5. Early Intervention
  6. Transportation
  7. Weatherization
  8. Food Bank Management
  9. Trust Program
  10. Head Start
  11. Debt Collection
4. UTILITY BILLING HELP DESK AREA
  1. Utility Billing
  2. Other Financials
5. DATASAN HELP DESK AREA
  1. Rental
  2. Septic/Grease
  3. Recycling
As soon as you click SUBMIT, we will receive an e-mail and you will receive a copy of the e-mail.
All e-mail from the Help Desk will be sent from Horizon Customer Service ([email protected]).
1. If you do not receive an e-mail after submitting a ticket, check your junk e-mail/spam folder.
2. 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.
To view all the open tickets you have submitted, click the INCIDENT tab.
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.

8/2023

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