BrightGauge is now called ConnectWise Reports and Dashboards. It has a datasource for Simplesat, so you can put your customers' ratings and comments on the same dashboards as your help desk data.
You connect it from BrightGauge with a Simplesat API key. You don't need to set up anything else in Simplesat, and BrightGauge doesn't send anything back.
ConnectWise builds and maintains the datasource, so take any questions about it to ConnectWise support.
Before you start
You need a Simplesat API key.
To create one on Admin → API keys, you need the Owner or Admin role, or a custom role with Access API key. Simplesat shows a new key only once, so copy it right away.
When you create the key, choose Full access, or Custom with Read on Answers. The Legacy account key also works.
API keys are available on every Simplesat plan.
Any key reads the answers from every survey in your workspace, whoever created the key.
To learn more about creating and managing keys, see API keys.
Heads up: ConnectWise's guide tells you to copy the Account Key from Account Settings in Simplesat. That page no longer exists, so use an API key instead.
Connect BrightGauge
In Simplesat, create an API key and copy it.
In BrightGauge, go to DATA → Datasources.
Select CSAT, then select Simplesat.
Enter a Name for the datasource and paste your key into API Key.
Click Test Connection. When the test succeeds, click Save.
When you save, BrightGauge adds the Simplesat dataset and gauges, two dashboards (BGS - Simplesat Helpdesk CSAT and BGS - Simplesat NPS) and two reports (Simplesat - NPS and Simplesat - CSAT Scores). Then it starts syncing. ConnectWise says the first sync usually takes 20 to 30 minutes.
What lands in BrightGauge, and when
Your Simplesat data arrives as one dataset, Answers. It has a row for each answer from every survey, so one response can take up several rows. A follow-up answer doesn't get its own row. It goes on the row of the answer it follows up.
These are the fields you'll use most:
Field | What it holds |
| The rating as a number, on rating-scale and slider questions. Empty on other question types |
| The rating's label, such as Promoter, Passive or Detractor on an NPS question |
| True on answers to the question your metric rating comes from |
| The question, and the metric it measures |
| The answer to the follow-up question |
| The customer who answered |
| The ticket ID from your help desk |
| When the answer was given |
BrightGauge calculates the CSAT and NPS fields itself.
After the first sync, BrightGauge reads from Simplesat on its own schedule. Simplesat sends answers from any date, and BrightGauge decides how much of that history it keeps. If a customer's or team member's name changes, older answers show the new name only after BrightGauge reads them again.
Change the API key
To switch BrightGauge to a new key:
In Simplesat, create a key on the API keys page.
In BrightGauge, update the key on your Simplesat datasource.
Back on the API keys page, delete the old key once nothing else uses it.
API keys don't expire. BrightGauge stops syncing if its key is deleted, or if a Custom key loses Read on Answers.
Troubleshooting
BrightGauge stopped syncing my Simplesat data
API keys don't expire, so start on the API keys page in Simplesat. Check that the key BrightGauge uses still exists. If it's a Custom key, also check that it still has Read on Answers. If either check fails, create a new key and update it on your Simplesat datasource in BrightGauge.
If the key is fine, contact ConnectWise support, because ConnectWise runs the sync.
BrightGauge only shows a year of Simplesat data
Simplesat sends answers from any date. BrightGauge decides how much history to keep, so ask ConnectWise support about the one-year limit.
BrightGauge still shows a team member's or customer's old name
First, check that the name is right in Simplesat. If it is, older answers still have the name they had when BrightGauge last read them. They'll show the new name when BrightGauge reads them again, so ask ConnectWise support to sync your Simplesat datasource again.
FAQ
Where do I find the API key or Account Key for BrightGauge?
Create a key on Admin → API keys and copy it. ConnectWise's guide calls this the Account Key, but the Simplesat page it points to no longer exists. If your workspace has a Legacy account key, you can use that too.
Do I need to set up BrightGauge on Simplesat's Integrations page?
No, Simplesat has no BrightGauge page. You connect from BrightGauge with an API key.
Can I add a field to the Simplesat Answers dataset?
ConnectWise decides which fields the dataset has, so ask ConnectWise support. With each answer, Simplesat already sends the survey, the response's tags, the ticket's team member (name, email and ID) and the ticket's custom fields.
Team members' custom fields, such as who they report to, aren't sent. If your help desk can put that value in the survey link, you can pass it as a ticket field instead. To learn how to add fields to the survey link, see Placeholders and merge fields.
Can I send only some surveys to BrightGauge?
No. An API key reads every survey in your workspace. But each answer includes its survey, so you can filter by survey in BrightGauge.