TL;DR – Key Takeaways
- BrightGauge dashboards only work if they’re reviewed and acted on
- The right dashboards improve service and client visibility
BrightGauge is a powerful reporting tool for MSPs and it’s one of the most underutilized. Many MSPs have dashboards built, but a lot of MSPs lack having the right dashboards, consistently reviewed and tied to operational decisions.
If you’re starting a dashboard from scratch or just wanting to clean up your reporting, here are the core BrightGauge dashboards every MSP should be running.
1. Service Desk Health Dashboard
This is your daily, quick check. It should answer one question quick, “Is support under control right now?”
Metrics to include:
- Open tickets by status and priority
- SLA compliance (today snd this week)
- Tickets per technician
- Ticket aging
This dashboard is more for service managers and dispatch. If something is off on this dashboard, then it is usually a sign that there are more issues to follow.
2. Technician Performance & Capacity
This dashboard focuses on balance and visibility, not micromanagement.
Watch these metrics:
- Tickets closed per tech
- Average resolution time
- Time logged vs available hours
- Backlog by assigned tech
This dashboard helps find areas of burnout risk, training gaps, and capacity constraints before they become escalated problems.
3. Client Health & Risk Dashboard
BrightGauge has the visibility to show that all clients do not behave the same.
This dashboard should show:
- Ticket volume by client
- SLA breaches by client
- Reactive vs proactive work
- After-hours or any emergency tickets
Having a client who creates frequent noise or constant escalations is telling you something is not right. This dashboard helps turn that insight into productive QBRs, scope adjustments, and pricing conversations.
4. SLA & Compliance Dashboard
SLA metrics matter not only for clients, but for internal accountability.
Merics to track:
- SLA met vs missed
- First response time
- Resolution time by priority
- Trends over time
This is made for leadership. It shows whether process changes are improving outcomes or creating new issues.
5. Executive Summary Dashboard
This is more of a single screen view for leadership and owners.
Focus on these:
- Ticket trends (up/down)
- Utilization
- SLA performance
- Top problem areas
If leadership can’t look at a dashboard and understand it in under 60 seconds, it may be too complicated.
Dashboards Only Work If You Use Them
The biggest mistake MSPs make with BrightGauge isn’t missing data, it’s not actually using the data. Dashboards should be reviewed daily or weekly, tied to meetings, and used to guide decisions.
BrightGauge isn’t just a tool for reporting. If used and set up correctly, it’s an operational control system that can help your team stay focused and on the same page.
Make sure your dashboards are showing the metrics that are most important for your MSP. Your dashboards should reflect how your team actually works every day, not how the tool was sold in a demo.
If you’d like to dive deeper into BrightGauge dashboards, we have a few YouTube videos that may be helpful:
