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BrightGauge

BrightGauge

Overview

What is BrightGauge?

BrightGauge is a BI tool from ConnectWise that puts essential information in one place, providing visibility for more informed decisions. The user can customize BrightGauge dashboards and sync other business tools in its BI dashboard software for ultimate visibility. Users…

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Recent Reviews

TrustRadius Insights

BrightGauge has proven to be an invaluable tool for users across various departments and industries. Customers have found the software …
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Popular Features

View all 27 features
  • Customizable dashboards (9)
    9.0
    90%
  • Drill-down analysis (9)
    9.0
    90%
  • Publish to PDF (9)
    8.0
    80%
  • Formatting capabilities (9)
    7.0
    70%

Reviewer Pros & Cons

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Pricing

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What is BrightGauge?

BrightGauge is a BI tool from ConnectWise that puts essential information in one place, providing visibility for more informed decisions. The user can customize BrightGauge dashboards and sync other business tools in its BI dashboard software for ultimate visibility. Users can also display data…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

Working Remotely with BrightGauge

YouTube

BrightGauge Reporting Demo

YouTube
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Features

BI Standard Reporting

Standard reporting means pre-built or canned reports available to users without having to create them.

7.9
Avg 8.2

Ad-hoc Reporting

Ad-Hoc Reports are reports built by the user to meet highly specific requirements.

8.2
Avg 8.1

Report Output and Scheduling

Ability to schedule and manager report output.

8
Avg 8.4

Data Discovery and Visualization

Data Discovery and Visualization is the analysis of multiple data sources in a search for patterns and outliers and the ability to represent the data visually.

8.6
Avg 8.1

Access Control and Security

Access control means being able to determine who has access to which data.

7.7
Avg 8.6

Mobile Capabilities

Support for mobile devices like smartphones and tablets.

8.9
Avg 8.0

Application Program Interfaces (APIs) / Embedding

APIs are a set of routines, protocols, and tools for used for embedding one application in another

7.7
Avg 7.9
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Product Details

What is BrightGauge?

BrightGauge is a BI tool from ConnectWise that puts essential information in one place, providing visibility for more informed decisions. The user can customize BrightGauge dashboards and sync other business tools in its BI dashboard software for ultimate visibility. Users can also display data with embeddable gauges on public sites.

BrightGauge Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

BrightGauge is a BI tool from ConnectWise that puts essential information in one place, providing visibility for more informed decisions. The user can customize BrightGauge dashboards and sync other business tools in its BI dashboard software for ultimate visibility. Users can also display data with embeddable gauges on public sites.

Reviewers rate REST API highest, with a score of 10.

The most common users of BrightGauge are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(27)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

BrightGauge has proven to be an invaluable tool for users across various departments and industries. Customers have found the software immensely useful for keeping track of key metrics and trends, allowing them to set goals and make data-driven decisions. One of the standout use cases is in the operations realm, where BrightGauge helps users quickly identify profitability on contracts and track technician time spent on tickets. By integrating with systems like Datto and Webroot, the software enables users to build informative gauges that provide insights into different aspects of their business.

BrightGauge is widely used throughout organizations, pulling datasets from Connectwise Manage, Connectwise Automate, IT Glue, Datto, and Customer Thermometer. This allows users to create comprehensive dashboards and reports that deliver metrics about ticket SLAs, resource allocation, and more. The software's real-time monitoring capabilities are particularly valuable for managing ticket inflows across multiple teams. By predicting SLA bottlenecks and ensuring efficient resource allocation, departments can proactively address potential issues and keep operations running smoothly.

Additionally, department managers benefit from BrightGauge's custom reports. These reports are delivered every morning and help managers manage exceptions, work through challenges, and predict potential issues in a timely manner. Moreover, clients greatly appreciate the ability to leverage BrightGauge for client reporting purposes. With its capability to combine data from multiple sources into easy-to-read reports, BrightGauge simplifies the process of presenting analytics and metrics to customers.

Originally purchased for one department's dashboard display, BrightGauge has now become an essential tool used across entire organizations in all departments. It has revolutionized the way users access real-time data, enabling proactive decision-making and issue resolution. From monitoring help desk operations to assessing monthly SLAs and ticket completion rates for service desk teams, BrightGauge offers crucial insights that drive improvements in efficiency and performance.

With its ability to provide real-time statistics about technicians' workload and overall company performance, BrightGauge has become an indispensable asset for identifying areas that require attention. It helps users address stale tickets, track technician workload, identify leaders and areas needing assistance, and even track Dispatch Coordinator statistics. Overall, BrightGauge's diverse range of use cases makes it an integral part of many organizations' operations, enabling them to make data-backed decisions and drive success.

Robust and Flexible Dashboards: Many users have praised the robustness and flexibility of the dashboards and gauges in BrightGauge. They mention that these features allow for a variety of visualizations, making it easy to analyze data effectively.

Exceptional Customer Support: The customer support provided by BrightGauge has been highly praised by multiple reviewers. They mention that the support team goes above and beyond to assist customers, even creating custom video recordings to answer questions and demonstrate specific tasks. The response time from the support team is usually within an hour for all requests, regardless of complexity.

Ease of Use and Versatility: Several users appreciate how easy it is to use BrightGauge, especially for those with no SQL experience. The product provides a simple and powerful way to visualize data, with a drag-and-drop interface that allows for easy creation of dashboards, gauges, internal reports, and external reports. Additionally, reviewers highlight the versatility of the product in terms of setting up gauges, dashboards, and reports effortlessly.

Limited Data Sources: Several users have expressed frustration with the limited data sources available in the software. They feel that having more options would greatly enhance its usefulness and allow them to work with a wider range of datasets. Some users have even found the current data sources to be insufficient for their needs and have requested additional options.

Difficulties in Customization: According to some reviewers, they have encountered difficulties when trying to customize certain datasets and gauges within the software. They desire easier customization options that would allow them to tailor these elements according to their specific requirements. This would enable them to better analyze and present their data in a way that suits their unique business needs.

Complex Gauge Management: Many users have mentioned challenges when managing complex, multi-layered gauges in the software. Specifically, they find it frustrating that they cannot easily label or rearrange each layer without going through a cumbersome process of cloning, reformatting, and deleting existing layers. Simplifying this process or providing more intuitive tools for managing complex gauges would greatly improve usability and efficiency for these users.

Users of Brightgauge have made several recommendations based on their experiences with the application. The most common recommendations are as follows:

  1. Confirming supported data sources: Users recommend checking Brightgauge's data sources page to verify if the required solutions are supported. This step ensures that the necessary integrations can be implemented effectively.

  2. Allocating sufficient time for report development: Users suggest allocating enough time to develop the necessary reports within Brightgauge. This recommendation emphasizes the importance of dedicating adequate resources and effort to ensure accurate and comprehensive reporting.

  3. Utilizing ConnectWise integration: Users find the integration with ConnectWise particularly useful. This integration enhances workflow efficiency by leveraging ConnectWise's capabilities within Brightgauge.

Overall, users believe that Brightgauge is a powerful and easy-to-use dashboard application, making it an attractive option for Managed Service Providers (MSPs) looking for dashboards and Key Performance Indicators (KPIs). They also advise against paying for all customization at once, especially for companies in the early stages, and highlight the benefits of the reporting feature in Brightgauge. Furthermore, users commend Brightgauge for consistently implementing new ideas as industry needs change.

Attribute Ratings

Reviews

(1-9 of 9)
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Ali Gaeta | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We utilize internally for leadership metric roll-ups, for individual tech level dashboards to track tech level KPIs, for manager level roll ups of their staff, for client dashboards for both internal and external use. We utilize BrightGauge for our Business Review metric reports to show trends and valuable stats. We also leverage the goal pages to track team utilization, KPIs, and customer KPIs.
  • Easy to read graphical visuals
  • Drag and drop fields and data within a gauge
  • Endless customization of dashboards
  • Swift and helpful support when needed
  • Annual or more than annualized data is desperately needed for MSPs to show trends, current limitation is previous 240 days for ConnectWise tickets
  • Alerts when datasets do not sync properly, I have to rely on my team to notice vs get an automated alert from BrightGauge
  • Small thing, but it would be nice to have more options on the report scheduler to enable a start date. If you wish to do it quarterly, you have to start the schedule exactly 3 months from the next run.
I think this tool is an absolute have to have for MSPs, especially those using ConnectWise PSA for a ticketing system. From internal KPIs to showing customer's the value of your Managed Service, you will need this tool. 9/10 because the need for longer data sets is growing for my team. Trend lines over time are a big push industry wide to show improvements in our customers over the time as our MSP customer. Presently my team has to use CW PSA's Report Writer and that tool is the least user friendly we've encountered. Looking forward to the evolution of BrightGauge for our business.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
BrightGauge was purchased as a solution for one particular department within our organization. There was a need to have a dashboard display on a large tv within that department to show current metric. It was used to provide that dashboard as well as some other dashboards for specific managers within that department.
  • Ease of use.
  • Visualizations.
  • Connecting to data.
  • Ability to build a data model.
  • Diversity of data.
  • Ability to share dashboards.
BrightGauge was a very good product for us. It provided just what we needed for a specific use case. It would be hard for it to scale to being an organizational BI tool unless the entire organization was one department. In the end I had to use another BI tool in order to solve the need to the entire company.
Ian Hansen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
BrightGauge is being used across our entire organization in all departments. BrightGauge has been a game changer in terms of accessing real-time data to manage clients, and make decisions on a pro-active rather than re-active basis. BrightGauge also shines a spotlight on any issues so they can immediately be addressed.
  • Near real-time data in dashboards is a game changer for decision making
  • Easy of setup of gauges, dashboards and reports makes the product versatile
  • Automated scheduled reporting increases visibility and reduces workload.
  • Modifying data sets to bring in custom fields requires an experienced SQL engineer
  • Cost when bringing in lots of data sources can be prohibitive
  • Limited ability to format gauges and reports
  • Make MFA a requirement - this data is sensitive and giving the admin the ability to force MFA is a MUST!
if you're trying to correlate data from multiple sources into a single pane of glass, BrightGauge is the tool for you!
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
Dale Bradford | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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?)
Jennifer Henney | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Karl Fulljames | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
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