We compared PagerDuty and Opsgenie based on our user's reviews in several parameters.
PagerDuty and Opsgenie both offer efficient incident management and alerting systems, seamless integrations with various tools, and valuable customer support. PagerDuty is praised for its comprehensive reporting and analytics, while Opsgenie stands out for its effective on-call scheduling and customizable automation processes. Users find both products to have positive return on investment, however, PagerDuty requires enhancements in incident management and customization options, while Opsgenie could benefit from optimizing user experience and functionality. Additionally, PagerDuty users find its pricing, setup cost, and licensing favorable, whereas Opsgenie users appreciate the competitive pricing and flexible licensing options. Overall, each product caters to different needs in incident management, customization, and pricing structures.
Features: PagerDuty's valuable features include efficient incident management, alerting capabilities, integrations, customization options, reporting, and customer support. Opsgenie focuses on incident management, alert notifications, integration with monitoring tools, scheduling, process automation, customization, easy interface, and flexibility.
Pricing and ROI: The setup cost for PagerDuty has been praised for being straightforward and hassle-free, making the initial onboarding process easier. On the other hand, Opsgenie is known for its minimal setup expenses, providing users with a cost-effective solution., PagerDuty and Opsgenie both provide positive ROI. PagerDuty focuses on improving team communication and troubleshooting capabilities, while Opsgenie streamlines processes and enhances collaboration within teams.
Room for Improvement: PagerDuty has room for improvement in areas such as mobile app interface, incident management effectiveness, customization options for notifications, integration process with other tools, on-call scheduling simplification, and reporting capabilities. Opsgenie could benefit from enhancements to optimize user experience and functionality.
Deployment and customer support: Comparing the user reviews, PagerDuty users had varying experiences with the duration required for deployment and setup, with some having separate timeframes for each. In contrast, Opsgenie users mentioned that deployment and setup often occurred within the same timeframe for them., PagerDuty's customer service receives praise for its helpful and knowledgeable support staff. Users appreciate the efficiency and effectiveness of their prompt response. Opsgenie's customer support is commended for its responsiveness and competence, ensuring reliable assistance.
The summary above is based on 26 interviews we conducted recently with PagerDuty and Opsgenie users. To access the review's full transcripts, download our report.
"We can rely on the product to organize our schedules. We don't have to think about who will be next on-call. The system already gives us the answer. We don't have to waste time organizing how people are going to be covering each of their rotations. There's also an override option. So, it's easy to reschedule or reorganize our schedules when someone goes on vacation or when someone is on sick leave."
"Opsgenie is easy to configure and use."
"The most valuable feature is the ability to automatically create a ticket for the support team when there is an alert."
"That clarity, visibility, scheduling, and the management of on-call schedules, as well as tracking SLA breaches and workload, are key reasons to utilize Opsgenie."
"This is a scalable solution. I would rate it a nine out of ten for scalability."
"OpsGenie has many features, such as email notification, SMS notification, roster, tracking of the tickets. Automation, like scripting, is also possible. There are also features for maintaining the history of the tickets and all the solutions related to how it was resolved previously. If there are similar kinds of tickets, we can look at how a person is working on that ticket. If he doesn't have any idea, you can look back at a similar ticket and solve it as the previous person did it."
"The integration feature is the most valuable. It provides a lot of customizations for the integrations we use."
"I am a Jira admin. The best feature for me is that I do not need to write different code when I integrate with multiple applications. OpsGenie made it easier for me. All I need to do is create a field and give a value. I need to set the parameters and give a value. I can write only one script so that it directly interacts with my Jira and feeds all the data."
"It has scaled well for us."
"The solution's most valuable features are that it adds each alert as a service, has good scheduling capabilities, and includes the ability to write logic based on texts."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"The initial setup is a simple process."
"The most valuable features of PagerDuty are customization, access, policies, and different rules regarding the path of escalation. Additionally, it's easy to use and create overrides. For example, if you all are on a call for one week each, but somebody wants to go on PTO, the team needs to swap shifts in PagerDuty. This is easy to do by creating overrides to switch up the set schedules. It's very user-friendly in that aspect. It works well for monitoring and alerting."
"The most valuable feature is definitely the flexibility of the schedule. The mobile app is quite also good for what we do: for receiving alerts, acknowledging, assigning, adding new responders. It has rich features for our needs."
"The SMS pages and the mobile application are pretty much the top two features."
"The most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."
"The solution has room for improvement by providing bundle pricing with other products that are frequently used together from Atlassian."
"The user interface could be improved."
"When I needed to add the fourth guy to the on-call rotation, I had trouble finding the option in Opsgenie where I can add the new user. It took me some time to figure out because it it was very small. You have a pencil icon that you need to click, but it was so small and in a place that wasn't so obvious, so this is an area for improvement in the solution. I couldn't find the icon myself and my manager had to show me where it is. Opsgenie needs to be more user-friendly, particularly when it comes to finding the "Add New Users" option in the on-call rotation feature. Other than that, the solution was very easy to use, and you can see both the open and closed alerts."
"Initially, Opsgenie had bidirectional integration with Jira Service Management, but that functionality has been scaled back. Previously, Opsgenie was adept at managing incidents within its ecosystem, offering seamless ticket transfers between Opsgenie and Jira Service Desk. I valued the ability to push tickets between the two platforms, addressing the need for widespread information accessibility, though it sometimes led to duplication. My suggestion would be to reintroduce complete ticket funneling between these systems to streamline operations."
"In a future release, we would like to receive alerts when a specific threshold is reached and to escalate the reason for that alert."
"The installation of other applications is difficult in Opsgenie. I would like to see more flexible reporting methodologies. Scalability and pricing also need to be improved."
"The handshake with the monitoring tools can also be improved. When there were a bunch of alerts or the number of alerts was more than a thousand in a minute, OpsGenie wasn't able to handle everything properly. The handshake issues were there."
"OpsGenie needs to keep up with its competitors in terms of new features and pricing."
"The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this."
"The biggest area for improvement with PagerDuty is noise suppression. There have been a handful of incidents through our use of PagerDuty over the years where one incident may lead to 30 to 50 pages because you're monitoring all these different things, and each thing is an individual page. There should be the ability to set up paging tiers and group correlations between some of the different pages. That is something that would be really valuable. We should be able to say this one page may have a group or a tree of effective other pages that may tier off of it. So, if you see those pages independently, go ahead and alarm, but if you see this plus that, don't do that."
"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"PagerDuty's webhooks need some improvement."
"The product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
"PagerDuty can improve the integration with Terraform."
"The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
Opsgenie is ranked 2nd in IT Alerting and Incident Management with 14 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. Opsgenie is rated 8.0, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of Opsgenie writes "The price is competitive and it's easy to use and configure". On the other hand, the top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". Opsgenie is most compared with Splunk On-Call, xMatters , Everbridge IT Alerting and BigPanda, whereas PagerDuty Operations Cloud is most compared with ServiceNow, JIRA Service Management, Splunk On-Call, Everbridge IT Alerting and xMatters . See our Opsgenie vs. PagerDuty Operations Cloud report.
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