TrustRadius Insights for BrightGauge are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
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.
We use BrightGauge companywide to track performance metrics, patch management, and trouble ticket management. The highly customizable gauges and dashboards allow a significant advantage to data analysis and tracking that rivals Microsoft Power Bi. It also lets you provide your clients with insights into their environments and metrics. The time it would take to pull the information together and coalesce it manually into a digestible format would wreck any productivity you might hope to gain from it. BrightGauge lets you put business analytics directly into your hands in near real-time.
Pros
SQL queries can be presented in many different ways to illustrate the data. They can be used in lists, graphs, meter, etc.
The datasets frequency of updates can be customized to from 5 minutes to annually. It's very granular in this respect.
It allows dashboards to be shared outside your organization with clients, partners, and vendors to maximize collaboration and reporting.
Cons
There is a section for Goals that has a very clunky interface. This needs to be enhanced to be more user friendly.
Support is slow to respond at times. Uptime is very dependable, but when you have a problem, they are not as prompt as I would prefer.
The platform allows you to set conditional formatting for some types of metrics. The color palate is pretty bland.
Likelihood to Recommend
BrightGauge is ideal for metics in any production environment or helpdesk/call center. It integrates with some of the most ubiquitous platforms to pull data directly to your datasets. ConnectWise Manage is our CRM platform, and N-Able is our RMM. Each has a robust interface with BrightGauge, and this allows us deep insights into helpdesk performance, time booking, patch management of servers and devices, etc. If it can be polled with a query, it can incorporated into a gauge for monitoring or analysis. This insight allows for data-driven decision-making versus anecdotal or "feelings" about the business environment.
VU
Verified User
Manager in Information Technology (51-200 employees)
Bright Gauge helps us to run our MSP more efficiently. We use it for all 350 clients we help with IT services. It tracks CSAT statistics and tells us which customers are happy with the service and which need more attention. We can also see when tickets are peaking and move technicians to the front lines.
Pros
Track CSAT ratings.
Track when a large number of tickets are coming in.
Notify us when a large number of P1 issues are outstanding.
Cons
Not all service boards will trigger Bright Gauge which can lead to false data.
More variety in the UI would be nice to pick from.
A better mobile experience would be good when looking at stats on the iPhone.
Likelihood to Recommend
BrightGauge lets us know when we have critical issues that need solving. A massive influx of tickets all at the same time triggers an investigation. Usually, it is tied to a server going down, which we can address. It would not be helpful for a small MSP or IT department with just a few daily tickets. The stats are better used to track a large amount of clients.
We use it for all dashboards and KPI display in our public areas. It is connected to our ConnectWise PSA and RMM. It is used for reporting on daily, weekly, and monthly metrics for our service team and project team.
Pros
Reporting
Flexibility
Customization
Cons
Historical Data
Trend charts
ease of creation for new employees to make own gauges
Likelihood to Recommend
Overall works good for most business reporting. We use it across multiple teams and business units. Overall having more historical data would be helpful as for sometime, if you were PSA hosted, you could only get 90 days of data which isn't helpful when looking at effective rate trends or any trend line chart. They have tried to make it longer but it doesnt work well there and should be 1-2 years minimum.
VU
Verified User
Director in Information Technology (11-50 employees)
BrightGauge can supercharge your MSP in terms of visualising your KPI performance in real-time, providing automated reporting both for clients and internally, and helping manage your teams on-going performance and targets. BrightGauge removes the challenge out of managing your data, ensuring you get the best from it for your business.
Pros
Live Dashboards
Automated, scheduled reporting
Goal/target performance tracking
Integrations
Client sharing ability
Cons
Could do with some easier options when needing to bulk update boards/gauges.
Likelihood to Recommend
MSPs who are struggling to get the most from their data, or failing to track their numbers at all. Companies that are still creating reports for clients manually.
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.
Pros
Easy to read graphical visuals
Drag and drop fields and data within a gauge
Endless customization of dashboards
Swift and helpful support when needed
Cons
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.
Likelihood to Recommend
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.
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.
Pros
Ease of use.
Visualizations.
Connecting to data.
Cons
Ability to build a data model.
Diversity of data.
Ability to share dashboards.
Likelihood to Recommend
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.
VU
Verified User
Analyst in Finance and Accounting (51-200 employees)
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.
Pros
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.
Cons
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!
Likelihood to Recommend
if you're trying to correlate data from multiple sources into a single pane of glass, BrightGauge is the tool for you!
VU
Verified User
Director in Information Technology (51-200 employees)
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.
Pros
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
Cons
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
Likelihood to Recommend
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.
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.
Pros
Versatile
Clean
Cons
Knowledge base
Sync issues
Likelihood to Recommend
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
VU
Verified User
Manager in Information Technology (11-50 employees)
