We performed a comparison between Opsgenie and xMatters based on real PeerSpot user reviews.
Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"The most valuable feature is the ability to automatically create a ticket for the support team when there is an alert."
"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."
"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."
"The rotation and scheduling are beneficial."
"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."
"Opsgenie is easy to configure and use."
"The cloud solution reduces alarming to the core, which means no need to provision your server, which is great."
"Made it very easy to implement our roster of people who receive alarms with the REST API."
"It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."
"By adding the ServiceNow integration, we have been able to page support groups for critical incidents and move scheduling from ServiceNow into xMatters, offering more control to our support groups."
"The UI: It is easily navigable."
"Its ease of use and self-service are important to me. It's very easy for users to go in and modify their own contact information, for managers to go in and manage their own on-call rotations and shifts."
"Being able to split the week however we want is definitely most valuable. We can create shifts and also see other teams' schedules. It is a very easy search to do these things."
"The automated callouts, without a doubt, are most valuable. They have been a huge gain for our company. Previous to xMatters, there was no real management of the on-call resources or rotas. So, having that centralized and automated has been a huge gain."
"I would like to see reports that can provide us with integration with Jira or with another management solution, which I'm not sure Opsgenie provides. The integration is possible, however as Opsgenie reports is an area that needs to be addressed. An alert is received, and Opsgenie will immediately generate a ticket or card for that issue, track it, and provide a follow-up. Opsgenie will also track an issue's whole life cycle. This is something that I would like to see in Opsgenie."
"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."
"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."
"They could introduce many more features."
"OpsGenie needs to keep up with its competitors in terms of new features and pricing."
"The user interface could be improved."
"I would like to see improvements in reporting capabilities that could provide additional value."
"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 REST API is still missing some important functionality, which we require."
"We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out."
"Reporting is the weakest point of xMatters. Since xMatters has very limited reporting and only maintains logs of events for a short period of time, we export event and conference logs to our ITSM solution."
"I've asked for the ability to have tags on groups, and for dynamic lists, meaning the ability to pull data from another location and use it in xMatters dynamically. Right now, for example, if I have a form and want to populate a list, it's a manual process. I have to copy and paste the list items."
"The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes."
"It has not improved our organization."
"One of the main reasons why we don't use xMatters for monitoring and alerting is that it doesn't use the rota to call the person who's on-call. It doesn't look up the rota to find out who's on-call and then contacts that person directly. I am not sure if this has changed now, but the last time we checked, this functionality wasn't there. This is one of the main improvements. We're happy with the rest of it."
"They recently released an incident module that allows users, or at least teams, to track major incidents and other things, and you can send out communication via that one webpage. You can engage on-call teams and communicate to stakeholders as well, but one thing that is missing there is a group chat. If there is a group chat on the same webpage that all of the support teams could use, it would be a one-stop shop that all of the major incident managers would use as their product to manage a major incident. Without that, at the moment, they are mainly referring to teams and then adding data into xMatters as and when they can."
Opsgenie is ranked 2nd in IT Alerting and Incident Management with 14 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. Opsgenie is rated 8.0, while xMatters 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 xMatters writes "Enabled us to meet our "lights out" goal and repurpose staff to do work of greater value". Opsgenie is most compared with PagerDuty Operations Cloud, Splunk On-Call, Everbridge IT Alerting and BigPanda, whereas xMatters is most compared with PagerDuty Operations Cloud, ServiceNow, Everbridge IT Alerting, OnSolve Platform for Critical Event Management and Splunk On-Call. See our Opsgenie vs. xMatters report.
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