Insights from ConnectWise PSA Reviewers
Based on 9 verified reviews published in the last 18 months
Overview
Synthesised from 9 reviews | Last Published May 27, 2026
BrightGauge serves as a central tool for managing service operations, often integrating with existing Professional Services Automation platforms like ConnectWise PSA. Organizations primarily leverage it as a backbone for running managed services and project businesses, focusing on ticketing systems, project management, and related operational aspects. In TrustRadius reviews, over half of reviewers commend its proficiency in ticket management and time tracking, alongside its capabilities in data visualization and KPI creation.
The product has positively impacted business objectives by enhancing operational visibility and driving efficiencies, with some reviewers noting increased revenue and improved team performance. However, reviewers frequently cite challenges with reporting customization and data accuracy, and a third of reviewers suggest the user interface needs modernization. Overall, BrightGauge is valued for its operational insights but has clear areas for functional and UI refinement.
Pros
- Proficient in ticket management and employee time tracking
- Customizable data visualization for SQL queries, graphs, and meters
- Enables KPI creation and monitoring with alerts for operational metrics
- Enhances business visibility, aiding in profitability tracking by division and customer
- Provides insights into technician utilization and capacity
Cons
- Reporting functionality lacks customizable options and can have data accuracy issues
- User interface is described as needing modernization, with some clunky elements
- Workflow triggers are considered insufficiently robust for some operational needs
- Difficulties in managing and searching large volumes of tickets
- Concerns regarding the responsiveness of support for known issues