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Audience: Company users and MSP staff reading dashboards. Your MSP can exclude selected submitters, ticket types and recognized recurring tickets from supported dashboard widgets. These settings apply across the tenant, including Company views. They do not delete tickets or change their status in your support system.

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Understand what can be filtered

A chart can have a different total from the main Tickets list because it uses its own dates, company scope, metric definition and exclusions. A top-submitters chart also shows a limited number of names. Missing labels do not, by themselves, mean tickets were lost.

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Investigate an unexpected count

1

Check the dashboard context

Confirm the dashboard, company and displayed dates. Read the widget label and any filter information. Different charts can use different periods or groupings.
2

Inspect supported details

Open a supported chart segment or summary card to inspect its ticket details. Compare the same company and dates; a drilldown is not necessarily the entire ticket inventory.
3

Ask your MSP about exclusions

Give the MSP the dashboard name, widget, dates and expected label or ticket. Ask whether a submitter, ticket type, recurring-ticket rule or user-access restriction explains the difference.
Company users do not change tenant-wide exclusion settings or user permissions. Your MSP can review Settings > Dashboards > Exclusions with the appropriate administration access.

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What exclusions do not do

Exclusions are presentation filters for the widgets that support them. They are not access controls, do not cancel recurring ticket generation in the PSA, and do not change external dashboards. Other pages, widgets and reports can use different rules. Ask the MSP to review user permissions if the concern is access to sensitive records.

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Frequently asked questions

The MSP may have excluded that name. Also check the chart’s company scope, dates and top-results limit. Missing from the chart does not mean the tickets were deleted.
No. They filter supported widget data without deleting tickets or changing their support status.
The exclusion settings are tenant-wide MSP configuration. Company users should ask the MSP; selecting a company does not make the saved settings company-specific.
Compare dates, company, metric definition, role visibility, top-results limits and applicable dashboard exclusions. The widget and main list can use different filters.
Do not assume so. The ticket-type exclusion applies to supported type breakdowns; other totals and widgets can use different rules.
No. It filters recognized recurring instances from supported dashboard data. It does not change the PSA’s recurring-ticket schedule.
No universal coverage is implied. Current detection covers the supported Autotask recurring-ticket format. Ask the MSP to check the actual provider and records.
No. They are presentation filters, not authorization controls. Ask the MSP to configure the appropriate user access.
No. External services use their own filtering and access rules.
Provide the dashboard name, widget, company, displayed dates and expected ticket or label. This lets the MSP compare matching context and exclusion settings.