Skip to main content
Select a clickable ticket summary card or supported chart element to see the tickets behind that metric. This is a way to investigate the dashboard; opening the list does not change any ticket. Audience: Company users with the relevant dashboard and ticket access, and MSP staff. Your ticket permissions and company scope still apply.

​
Open a ticket list

  1. Open the dashboard and check the selected company.
  2. Select a ticket summary card such as Current Open Tickets, or a chart element that supports ticket drilldown.
  3. Wait for the ticket list to load. Check its heading and ticket count so you know which metric or category you opened.
  4. Read ID, Summary, Status, Priority, Company, and Created. Use Next and Previous when the result spans multiple pages; the list shows up to 25 tickets per page.
  5. Select a row to open ticket details when available. Use the ticket workflow described in Find and follow up on a ticket if you need to respond.
Not every chart or visual element supports a ticket list. Other widgets can open their own record types. If a chart does not respond, use the relevant module instead of assuming that no records exist.

​
Read the summary card correctly

These card periods are independent of the chart date menu. The labels refer to rolling periods rather than the previous named calendar month or quarter.

​
Investigate a mismatch

Compare the company, card or chart label, displayed date range, status, ticket type, and your ticket visibility. The MSP can configure dashboard exclusions, including recurring-ticket behavior. Other modules can apply different filters.
Summary-card counts and their ticket lists can differ around month boundaries: the cards use calendar-month intervals while the drilldown uses approximately 30 or 90 days. Report a mismatch with the card name, count, selected company, and date rather than assuming records were lost.
Recent synchronization or an update to a closed ticket can also affect comparisons. Check the source ticket if a number matters for a service review. A dashboard total is not a substitute for reviewing the matching records and metric definition.

​
If the list does not load

  • No tickets found: check the chosen metric, company and period. A zero result applies to this filter.
  • Failed to load tickets: record the message and ask the MSP to investigate. This is not a successful empty result.
  • A row will not open: check ticket access and whether the synchronized source record remains available.
  • You cannot find a ticket shown to another user: ask the MSP to review your ticket visibility and company access.

​
Frequently asked questions

Select a clickable ticket summary card or supported chart element. Wait for the list and check its heading and company scope.
No. Opening the drilldown only reads the matching records. Ticket changes require a separate action in the ticket workflow.
The list shows up to 25 tickets per page. Use Next and Previous when more pages are available.
Select a row to open ticket details when available. The underlying ticket permissions and source-record availability still apply.
No. Only supported ticket cards or chart elements open a ticket list. Other widgets may have another action or no drilldown.
No. It counts tickets currently closed using their synchronized update date in the rolling period. Later updates can affect that count.
The summary cards have their own current or rolling-month windows. The header date filter affects date-aware charts, not those fixed card windows.
Check company and ticket visibility, filters, exclusions and synchronization. Calendar-month card periods and approximately 30/90-day drilldown periods can differ at the boundaries.
No. It means the request failed. Record the dashboard, metric, company and message for the MSP.
Dashboard and ticket permissions still apply. Ask the MSP to review company and ticket visibility if expected records are missing.