We performed a comparison between Samanage and xMatters based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"We have not noticed any scalability issues in the two years that we have used the system."
"People are able to go in and update their contact information and even set things like when they're going to be on vacation and who their backup is."
"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."
"This has made it much easier to send notifications to a group or individual, as you just need to know the name and the message to send."
"Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge."
"That automation is the critical aspect of xMatters. Without those workflows, then we would have a system that maintains an on-call schedule in Excel. So xMatters provides the notification workflow and ensures you're notifying the right person at the right time."
"Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event."
"Having our users manage their own notification devices within xMatters is huge, since it takes the burden off our datacenter."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
"As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well."
"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."
"I would like xMatters to provide users with the capability of administering it on their own. I do a lot of hand-holding with them."
"I would like to see some more user templates. There are roles — administrator, user, etc. — but it would be nice to create a user template that restricted what people assigned that role could do."
"On-call management scheduling is difficult."
"They could make the product more customizable."
"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."
"What I would like it to do is tell me anytime there is a P1 incident, except when the ticket is assigned to this team or when this word is in the summary, but there is no exclusion option. I have been complaining about this for a couple years. At one point, we created a ticket for this with the developers to review. I assume that once enough people complain about it, they will bump it up in priority to work on. However, if not enough people think it is an issue, then they prioritize their work and work on other features and functionality. However, this is something that has been challenging for us because we have needed to find ways to work around it or just deal with it. So, I would love to see an exclusion option."
Samanage is ranked 26th in Help Desk Software with 3 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. Samanage is rated 7.6, while xMatters is rated 8.8. The top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". 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". Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, ServiceNow, Everbridge IT Alerting and OnSolve Platform for Critical Event Management.
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