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Your MSP can hide selected submitters, ticket types and recurring tickets from supported dashboard widgets. The settings apply across the tenant, including Company views. They do not delete tickets or change their status in your support system. This guide is for Company users and MSP staff who read dashboards.

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What can be filtered

A chart can differ from the main Tickets list because it uses its own dates, company, metric definition and exclusions. A top-submitters chart also shows only a limited number of names. A missing label does not mean tickets were lost.

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Investigate an unexpected count

1

Check the dashboard context

Confirm the dashboard, the company and the dates. Read the widget label. Different charts can use different periods.
2

Inspect the tickets

Click a supported chart segment or summary card to open its ticket list. Compare the same company and dates. See Inspect dashboard tickets.
3

Ask your MSP about exclusions

Give the MSP the dashboard name, the widget, the dates and the label or ticket you expected. Ask if a submitter, ticket type, recurring ticket rule or user access setting explains the difference.
Company users cannot change exclusions or permissions. MSP staff with Dashboards Write or Manage access under Settings can review Settings > Dashboards > Exclusions.

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What exclusions do not do

Exclusions are display filters for the widgets that use them. They are not access controls, they do not stop recurring tickets in your PSA, and they do not change external dashboards. Other pages and reports use their own rules. If your concern is access to sensitive records, ask your MSP to review user permissions.

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Troubleshooting

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Frequently asked questions

No. They filter widget data only.
No. They are tenant-wide MSP settings. Ask your MSP.
No. It applies to type breakdown charts.
No. It filters supported dashboard data. Your PSA’s schedule is unchanged.
No. Detection covers the Autotask recurring ticket format.
No. They are display filters, not permissions.
The dashboard name, widget, company, dates and the ticket or label you expected.