> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Understand dashboard exclusions

> Learn why some ticket values are omitted from dashboard charts and what to ask your MSP.

**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.

## Understand what can be filtered

| Setting                       | Where it matters                                                                                                                                                                                                                               |
| ----------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Excluded Submitters**       | Submitter-based charts, such as Top Ticket Submitters. The setting can hide generic labels or specific submitter names.                                                                                                                        |
| **Excluded Ticket Types**     | Ticket-type breakdown charts. Do not assume the same exclusion removes those tickets from every dashboard total.                                                                                                                               |
| **Exclude Recurring Tickets** | Supported ticket widgets and dashboard drilldowns can omit recognized recurring-template instances. Current detection covers the supported Autotask recurring-ticket format; it is not a universal filter for every provider’s recurring work. |

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.

## Investigate an unexpected count

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

Company users do not change tenant-wide exclusion settings or user permissions. Your MSP can review **Settings > Dashboards > Exclusions** with the appropriate administration access.

## 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.

## Related guides

* [Read and filter a dashboard](/user-guides/dashboards/read-a-dashboard)
* [Inspect dashboard tickets](/user-guides/dashboards/inspect-dashboard-tickets)
* [Understand your access](/user-guides/account/understand-your-access)
* [MSP: Configure dashboard exclusions](/user-guides/dashboards/configure-dashboard-exclusions)

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Why is a submitter missing from a dashboard chart?">
    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.
  </Accordion>

  <Accordion title="Do dashboard exclusions delete or close tickets?">
    No. They filter supported widget data without deleting tickets or changing their support status.
  </Accordion>

  <Accordion title="Can I change exclusions just for my company?">
    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.
  </Accordion>

  <Accordion title="Why does the Tickets list show more records than a widget?">
    Compare dates, company, metric definition, role visibility, top-results limits and applicable dashboard exclusions. The widget and main list can use different filters.
  </Accordion>

  <Accordion title="Does excluding a ticket type remove it from every dashboard total?">
    Do not assume so. The ticket-type exclusion applies to supported type breakdowns; other totals and widgets can use different rules.
  </Accordion>

  <Accordion title="Does Exclude Recurring Tickets stop new recurring tickets being created?">
    No. It filters recognized recurring instances from supported dashboard data. It does not change the PSA’s recurring-ticket schedule.
  </Accordion>

  <Accordion title="Are recurring tickets from every PSA detected?">
    No universal coverage is implied. Current detection covers the supported Autotask recurring-ticket format. Ask the MSP to check the actual provider and records.
  </Accordion>

  <Accordion title="Can exclusions protect confidential ticket data?">
    No. They are presentation filters, not authorization controls. Ask the MSP to configure the appropriate user access.
  </Accordion>

  <Accordion title="Do these settings change an external dashboard?">
    No. External services use their own filtering and access rules.
  </Accordion>

  <Accordion title="What should I include when asking the MSP about a missing value?">
    Provide the dashboard name, widget, company, displayed dates and expected ticket or label. This lets the MSP compare matching context and exclusion settings.
  </Accordion>
</AccordionGroup>