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.
"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."
"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."
"The most valuable feature is the ability to automatically create a ticket for the support team when there is an alert."
"One of the features my team found valuable in Opsgenie is the alert. There's also the option to install an app on your phone, so even if you don't have any mobile reception, but you're still connected to WiFi, you still get the alerts via the app, not just via phone call or SMS. The combination of both options was very useful because sometimes you have data and you don't have coverage by mobile, or vice versa. To have both options in terms of receiving alerts was very useful. Another valuable feature of Opsgenie is the on-call rotation with alerts. I belonged to a small team of three, then the team expanded into four members where everyone was on a weekly on-call basis, with each team member having a week of being on-call. At first, it was a bi-weekly on-call rotation, then it became once every three weeks, and after that, it was once every four weeks, so the on-call rotation with an alert feature was useful. My previous company had two separate environments, on the cloud and on-premises. My team was in charge of the on-premise environment, so there was a queue for my team with everything in Opsgenie, then the DevOps team had its queue on a group of infrastructure related to the cloud. Each team had its own devices organized in a group that was only managed per team. The on-call rotation was also separated between groups. Opsgenie is a very convenient solution for both teams in my previous company."
"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 has been most valuable in managing our incident response. We use Opsgenie for on-call management of AWS services, and its integration with CloudWatch has been particularly beneficial. Opsgenie alerts us to anomalies in cloud services, not just incidents but also performance issues like delayed response times or execution errors. So, we will quickly know about the issue, and it allows us to take swift action. It has been very helpful to us."
"The integration feature is the most valuable. It provides a lot of customizations for the integrations we use."
"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."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."
"PagerDuty's notification process is the most valuable feature."
"PagerDuty's best features are the dedicated application that allows me to reach my engineers immediately and the ability to directly assign specific tasks to individuals and have them report back."
"PagerDuty is very stable and very reliable."
"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 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 solution has room for improvement by providing bundle pricing with other products that are frequently used together from Atlassian."
"It should have a lot of plugins. It should also come with cloud integrations, which are not that great with OpsGenie as of now. It should have AWS, Azure, and Google cloud integrations. It should also provide automation, that is, it should open somewhere, like orchestration. Something like the orchestration that ServiceNow is doing. That would be great. Orchestration is the main thing. If OpsGenie comes with stack down feature, not completely but some part of it, and orchestration is there, that would be beneficial."
"The user interface could be improved."
"OpsGenie needs to keep up with its competitors in terms of new features and pricing."
"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."
"I would like to see improvements in reporting capabilities that could provide additional value."
"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."
"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."
"There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule... It would be better to be able to edit the schedule and place my team members where I want, or at least to have that option in addition to the automatic process."
"It is a very non-customizable product, so you cannot add things like root cause analysis or the classification of incidents based on the area where you are getting more incidents. For example, if you're getting a lot of database issues, that may be an are you want to probe."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"PagerDuty can improve the integration with Terraform."
"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."
"They could include incident merging and alert grouping features in the product."
"Something that needs to be improved, is adding multilingual support."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
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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