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Select a ticket summary card or a supported chart element to see the tickets behind that number. Opening the list does not change any ticket. This guide is for Company users and MSP staff.

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Before you start

  • You need access to the dashboard and to tickets. Your ticket permissions and company scope still apply to the list.
  • Not every chart supports a ticket list. Other widgets can open a different record type, or do nothing.

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Open a ticket list

1

Check the company

Open the dashboard and confirm the company selected at the top of the portal.
2

Click a card or chart element

Click a card such as Current Open Tickets, or a chart segment that supports drilldown. A window opens with the list.
3

Read the heading and count

The window title names the metric. Under it, the count reads N tickets found.
4

Read the columns

The list shows ID, Summary, Status, Priority, Company and Created.
5

Move between pages

The list holds 25 tickets per page. When there is more than one page, use Previous and Next. The footer shows Page X of Y.
6

Open a ticket

Click a row to open its ticket details. To respond, follow Find and follow up on a ticket.
Previous and Next controls in the dashboard ticket drilldown

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Read the summary cards

The card windows are rolling periods, not named calendar months or quarters. The date menu in the page header does not change them. A closed count is not a history of every closure, because a later update to a closed ticket moves it.

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Investigate a mismatch

Compare the company, the card or chart label, the dates, the status, the ticket type and your ticket visibility. Your MSP can also set dashboard exclusions, including a rule for recurring tickets. Other modules apply their own filters. The card counts use calendar-month intervals. The list behind a card uses the last 30 or 90 days. The two can differ near month boundaries. When you report a mismatch, give your MSP the card name, the count, the company and the date.

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Troubleshooting

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Frequently asked questions

No. The window only reads matching records.
Up to 25. Use Next and Previous for more.
No. Only supported cards and chart elements do.
Cards keep their own windows. The date menu changes date-aware charts only.
Check company, ticket visibility, exclusions and sync timing. The 30 and 90 day list windows can also differ from the card’s calendar-month windows at the edges.
No. Ticket permissions and company scope still apply. Ask your MSP if expected records are missing.