BrightGauge Reviews

18 Ratings
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Score 9.1 out of 100

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Reviews (1-6 of 6)

Anonymous | TrustRadius Reviewer
February 27, 2020

BrightGauge has been a great tool for our company

Score 10 out of 10
Vetted Review
Verified User
Review Source
We currently use BrightGauge to give us real-time technician & company stats, information, etc. BrightGauge lets us know if there are "stale" tickets so our Dispatch team can pinpoint which tickets they need to request updates on. It shows us how many tickets each of our technicians is assigned to work on for workflow. It shows us how many tickets each technician has resolved in the last week. Who the leaders are, who may need assistance, and who has fallen behind. We also use BrightGauge for project ticket tracking & to show us Dispatch Coordinator statistics as well. BrightGauge helps us pinpoint areas we need to focus on.
  • Offers real-time statistics
  • Gives the ability to create numerous different gauges
  • Helps our management team identify possible areas of concerns
  • Able to send out a weekly summary report
  • Creating gauges can be time-consuming and difficult
  • Sometimes the statistics/live feedback is lagging or behind
  • We often have to fix gauges after a software update as they appear to be broken/no longer working
BrightGauge is excellent for measuring various things. We can create gauges to measure almost anything we desire. We have gauges that show us how many calls a specific Dispatcher has taken in a day. How many tickets they have created. How many services and project tickets a technician is assigned to work. How many they have completed. BrightGauge tells us how these tickets are coming in, whether it be by phone, chat, email, etc.

It might not be appropriate for urgent things, as real-time feedback is sometimes lagging.
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Anonymous | TrustRadius Reviewer
February 18, 2020

BrightGauge is good for reporting

Score 8 out of 10
Vetted Review
Verified User
Review Source
BrightGauge is used to display analytics of our help desk and professional services teams. We also use BrightGauge to report on multiple different things for our customers. I have also used it to report on monthly metrics for our service desk team to assess monthly SLA and ticket completion.
  • Versatile
  • Clean
  • Knowledge base
  • Sync issues
BrightGauge is well suited for medium to larger companies who would like to report on multiple different metrics. BrightGauge is also suited for reporting to customers on different metrics. We use it to report on machines that have been powered on for multiple days. It is less appropriate for smaller companies
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Dale Bradford | TrustRadius Reviewer
August 27, 2019

A look into Bright Gauge

Score 9 out of 10
Vetted Review
Verified User
Review Source
We are a managed service provider based in Indiana. We have a lot of data flowing into our company in the form of tickets, endpoint devices (switches, routers, computers, etc.) that we need to see. Bright Gauge has allowed us to quickly identify our profitability on contracts, time spent by technicians on tickets, we even have a gauge to help us track the number of Windows 7 machines we manage that need replaced/upgraded. Bright Gauge integrates with a lot of the systems we manage, Datto, Webroot, etc. which aide us in building really informative gauges.
  • Displaying data in a friendly graphs
  • Easy to implement and deploy
  • Clean interface
  • Needs to add more Data sources
  • Ways to combine data sources
  • Some gauges are rigid looking
Love the ability to create customer reports from multiple product sources! We also love the dashboards we can make. It's helped reduce errors from missed email notifications, and instead, we can work the dashboards to "manage towards green." The dashboards have really transformed the way we keep track of everything in our organization. I would like to see more information available from different data sources. I would also like to see a greater understanding on the developer's part of the different data sources. Sometimes there are issues they just don't understand (how can a Connect Wise opportunity not have a start date?)
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Ian Hansen | TrustRadius Reviewer
February 01, 2019

BrightGauge - Very Useful for Managed IT Service Providers

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use BrightGauge to tie into our ConnectWise, LabTech/Automate and Customer Thermometer data sources to glean the important data we want to focus on. It has been immensely useful for our operations and helpful for us to keep track of key metrics and trends, and set goals around them. We've had fantastic success with their support team for customizations, and I can't imagine how we'd function how we do without Bright Gauge.
  • Robust and flexible kinds of dashboards and gauges
  • Great customer support that often leaves custom video recordings answering your question, showing you how to do what you're asking
  • Good ability to tie into critical data sources for our company's operations
  • They might be able to have some documentation on some of the more advanced tweaks you can make to gauges
  • It could be useful if they added more dataset integrations, though it seems they've been heading in that direction
  • Maybe a bit more ability to customize certain datasets more easily would be welcomed
Any data-driven business that requires metrics and performance benchmarks, that need to drill into data for analysis, should use Bright Gauge. If you don't require data that can be displayed in a meaningful way, and that's not important to your business, then this product is probably not for you; otherwise, it's great.
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Jennifer Henney | TrustRadius Reviewer
February 27, 2018

Without it we'd be lost in ConnectWise Manage reports

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use BrightGauge all throughout our organization. We use datasets from ConnectWise Manage, ConnectWise Automate, IT Glue, Datto, and Customer Thermometer.

We keep track of our Traction scorecards in BrightGauge's Goals.

Our Service Delivery department provides dashboards and reports to our clients to deliver metrics about our ticket SLAs and much more. Our Sales team also uses this data to assist in QBRs. We are able to monitor our ticket inflows across multiple teams in near real-time so we can divert resources as needed. We're able to predict SLA bottlenecks before they happen.

Each department manager receives a custom report every morning that allows them to manage exceptions, work through challenges from the day before, and predict issues that may arise.
  • It is a simple and powerful way to visualize data with no SQL experience necessary. The interfaces are largely drag-and-drop and it's easy to put together dashboards, gauges, internal reports, and external reports.
  • BrightGauge's support team is the best I've ever encountered. Their response time is usually within an hour for all my requests, whether they be simple dataset field additions or large scale projects. Every support rep I have worked with has been friendly and beyond helpful.
  • Their blog, webinars, and podcast are full of useful information about metrics, business practices, gauge suggestions, and more.
  • There are some minor UI features that are missing, particularly when it comes to organizing reports and gauges. The list screens could use more columns and sorting features.
  • When creating complex, multi-layered gauges it is currently not possible to label each layer or rearrange the column order unless you clone, reformat, and delete existing layers. It tends to drop existing layer (column) names and formatting when adding or removing layers, and worse -- sometimes it incorrectly renames layers. The workaround is to keep track of your layers externally (I use Excel or OneNote) and leave the labeling and formatting for the very end.
  • The only way to show trending is to use reports to take snapshots in time of the data you need. Goals can be used for this as well, but it could use much more in the way of tracking historical data.
BrightGauge's dashboards are well suited for current, near-live data. We use them to motivate our teams throughout the office and manage the flow of each department's tickets.

There is currently not much in the way of trend analysis. You can set up reports to send on a regular basis, but you must manually take that data and plug it into something else like Excel to keep all the data in one place.
Read Jennifer Henney's full review
Karl Fulljames | TrustRadius Reviewer
August 30, 2016

I can't live without it

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use BrightGauge for all our client reporting, internal reporting and dashboards. It allows us to combine data from 8 different sources into one very easy to read report that looks fantastic.
  • Manipulating data is very easy. Great user experience design
  • Dashboards that rotate around the office is extremely helpful
  • Client and internal reporting is a breeze and it automatically emails it on our behalf
  • BG is very helpful when trying to understand how to get the visuals I want.
  • Datasets can be a bit tough to understand. It's helpful to have someone on staff that understands select statements
If you are running a helpdesk, you need BG. Like a microwave, you won't know how you lived without it.
Read Karl Fulljames's full review

Feature Scorecard Summary

Pixel Perfect reports (3)
Customizable dashboards (6)
Report Formatting Templates (6)
Drill-down analysis (6)
Formatting capabilities (6)
Integration with R or other statistical packages (4)
Report sharing and collaboration (6)
Publish to Web (4)
Publish to PDF (6)
Report Versioning (4)
Report Delivery Scheduling (6)
Delivery to Remote Servers (2)
Pre-built visualization formats (heatmaps, scatter plots etc.) (6)
Location Analytics / Geographic Visualization (3)
Predictive Analytics (3)
Multi-User Support (named login) (6)
Role-Based Security Model (6)
Multiple Access Permission Levels (Create, Read, Delete) (6)
Single Sign-On (SSO) (1)
Responsive Design for Web Access (2)
Dashboard / Report / Visualization Interactivity on Mobile (3)
Javascript API (2)
iFrames (1)
Java API (1)
Themeable User Interface (UI) (1)
Customizable Platform (Open Source) (2)

About BrightGauge

Bright Gauge is a business intelligence software offering from Bright Gauge.

BrightGauge Technical Details

Operating Systems: Unspecified
Mobile Application:No