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Open Settings > Dashboards > Exclusions to manage Widget Data Exclusions. The settings apply to every user, including Company users. The company selector does not limit them. This guide is for MSP staff. Company readers should use Understand dashboard exclusions.

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Before you start

  • You need Dashboards access under Settings with Write or Manage to change exclusions. With Read only, the page shows the values and the message You don’t have permission to modify exclusions.
  • Exclusions hide values from supported widgets. They do not delete tickets, change your PSA or replace user permissions.
  • They do not affect external dashboards.

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Choose the right exclusion

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Add a submitter or ticket type

1

Open the Exclusions tab

Go to Settings > Dashboards and click Exclusions.
2

Click Add

Click Add under Excluded Submitters or Excluded Ticket Types. A search box opens.
3

Search for the value

Type at least three characters in Search values… and wait for the results. Click the value to add it. The search shows up to 50 matches, so narrow it if you do not see yours.
4

Or add a custom value

If the value is not listed, type it in Custom value… and click Add, or click Add “your text” as custom. Match the spelling, capitalization and spacing exactly.
5

Click Save Exclusions

The new badge is only a draft until you click Save Exclusions. Wait for Exclusions saved. Dashboard widgets will now filter out excluded values.
6

Check a dashboard

Open an affected dashboard with the company and dates you care about and check the chart.
Exclusion search popover with the three-character search instruction and custom-value input.

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Change or remove an exclusion

1

Remove a badge

Click the X on the badge. To fix a typo, remove the old value and add the correct one.
2

Include recurring tickets again

Turn off Exclude Recurring Tickets.
3

Click Save Exclusions

Nothing changes for readers until you save.
Turning the recurring switch off does not override a Company role that hides recurring tickets in its own ticket view. Those roles keep their own setting.

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Discard unsaved changes

Reset appears once you have unsaved changes. It puts the page back to the last saved values. It does not clear saved exclusions. To remove a saved exclusion, remove it and click Save Exclusions. Save Exclusions is disabled until you change something. Switching to another tab in Dashboard settings keeps your unsaved draft while the page stays open. Leaving the page does not save it.

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Matching and chart scope

  • Matches are exact and case-sensitive. A partial name or wildcard does not work. Excluding Unknown does not exclude Unknown User.
  • A submitter is matched against the ticket’s contact name, or its reported-by name when there is no contact.
  • Submitter exclusions affect submitter charts. Type exclusions affect type charts. Other ticket totals still count those tickets.
  • The page has no company, contact, technician or subtype exclusions.

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Troubleshooting

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Frequently asked questions

No. They apply tenant-wide to supported widgets for all users.
No. It adds a badge to the draft. Click Save Exclusions.
Yes. Type it as a custom value, click Add, then Save Exclusions.
No. It restores the last saved values and discards your unsaved edits.
No. They apply to submitter and type charts only.
No. It filters supported dashboard data. Schedules stay in your PSA.
No. They are tenant-wide.
No. They are display filters, not access rules.
No. The external service has its own filtering.