xMatters Reviews & Product Details

The notifications and escalation features are extremely useful. In a business-critical environment, they make sure that important events are addressed quickly and escalated when necessary. The system is very reliable, and the advance notifications about on-call schedules help avoid unexpected issues. It is also easy to integrate with our alerting agents. The mobile app can be configured so that alerts are not missed even if 'do not disturb' is enabled, but it also prevents overload if the IT system generates a large number of alerts. As a team that prioritizes security, we find that it fully meets our requirements for secure responses. Review collected by and hosted on G2.com.

The scheduling interface can be a bit confusing initially when setting up on-call shifts, as it isn't very intuitive. Review collected by and hosted on G2.com.

I appreciate how xMatters has significantly streamlined our on-call management by automating rotations, especially during holiday periods. This automation ensures that our team can efficiently handle the requirements without constant manual oversight, which is crucial during times when human resources might be limited. Additionally, xMatters excels in transforming email notifications that might have been overlooked into actionable alerts, ensuring nothing critical slips through the cracks. The onboarding process facilitated through professional services was remarkably smooth, enabling us to onboard over 300 personnel within just a few months, a testament to its efficiency and user-friendliness. I find the analytics features of xMatters incredibly valuable, particularly in providing insights into our metrics such as mean time to respond (MTTR). These insights allow our on-call responders to refine their response strategies and find areas where automation could be beneficial—ultimately enhancing our efficiency. The overall setup of xMatters was relatively easy, especially with the support of professional services, which ensured a seamless transition to using the software's robust capabilities. Review collected by and hosted on G2.com.

I find that xMatters lacks robust integration with various monitoring tools like LogicMonitor and other applications. Instead of having ready-to-use API tools, we had to rely on professional services to develop custom integrations. Ideally, an AI bot similar to Airtable or Copilot should be available to help us build our own workflows without needing to learn JavaScript. Review collected by and hosted on G2.com.

I personally like that xMatters keeps our incident response in check. It is efficient to alert the appropriate people in case nothing is missed. I have combined it with monitoring tools such as Datadog and ServiceNow that will automatically send notifications when there is an issue. The robotization is time saving and the versatile escalation options allow me to make certain changes based on the availability. I have been using it on a regular basis and it has become a necessity to maintain our team on track. Review collected by and hosted on G2.com.

I consider xMatters quite hard to install initially. Reworking alert rules or integrations is not always easy and one may not always know how to get detailed reports. This has sometimes created delays in cases when processes require rapid updates. Its reporting limits are such that it is more difficult to identify repeat issues or trends, hence retardant in learning by our team regarding previous occurrences. Review collected by and hosted on G2.com.

My best feature about xMatters is that it has a smooth flow of notifications when things go on fast. The actual implementation was a smoother process than I thought, and the features are what are actually being used by our team. I am going back to it on a regular basis as it helps us keep up with the pace of our communication. The customer service has also been strong in every instance that I contacted it, hence it makes me confident whenever I engage it in times of stress. Review collected by and hosted on G2.com.

What annoys me about xMatters is that whenever some updates are released, they may bring some changes that are difficult to adapt to. I can also be affected by the introduction of new versions, which disrupts my rhythm, and I need to complete alerts in a short time. I also believe that it might add features in a few places, and thus at times, I resort to using other apps to complete the gap. Customer care comes to my rescue, whenever I contact them, however, such disruptions nonetheless make my day slow. Review collected by and hosted on G2.com.

It's an essential tool for incident management. I've found it helpful, especially because it provides intelligent customization options. I appreciate many of its features, including automation, the dashboard, monitoring tools like Nagios, and the way it enables me to establish communication channels. Review collected by and hosted on G2.com.

I only had minor issues setting up the routing rule because it was difficult, and also the mobile app sometimes feels less intuitive and more cluttered. Review collected by and hosted on G2.com.

I find xMatters to be incredibly user-friendly, especially appreciated in the context of its alert notification capabilities. It is efficient and simplifies communication within our company, allowing me to send messages to anyone with ease. I particularly like the ease of use of templates provided by xMatters, which streamline our alert processes. xMatters has significantly improved the synergy between our IT department and customer support, ensuring timely communication during events or disruptions. This has been crucial for us in informing our customers promptly when there are ongoing issues. Additionally, integrating xMatters with Solarwinds alerting enhances our overall alert management experience. The initial setup was made relatively easy thanks to the support and resources, such as tutorials and learning tips, that xMatters provides. Review collected by and hosted on G2.com.

At this time there are no dislikes. Review collected by and hosted on G2.com.

I really appreciate xMatters for its seamless integration with other essential tools, such as Dynatrace and ServiceNow. This integration ensures that when an issue is detected, the on-call person is promptly notified, and the incident is automatically assigned once the page is accepted, which enhances our incident response process. I love the user-friendly interface that makes setting up on-call schedules and escalation workflows incredibly easy, even for large teams. It allows for a detailed setup of on-call schedules tailored to offshore and onshore timings, which is crucial for efficient operations. The ability to configure various notification methods, including email, app notifications, calls, and SMS, means each individual can choose their preferred way of receiving alerts, ensuring timely responses. Overall, xMatters is invaluable in minimizing downtime for critical applications and escalates issues appropriately to involve the right people quickly, contributing significantly to our productivity. The initial setup was incredibly straightforward, further cementing its place as a tool I would highly recommend. Review collected by and hosted on G2.com.

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I find the customization of workflows and alerting in xMatters to be one of the best features. The flexibility to tailor alert types according to our needs has been a game changer for our firm, allowing us to integrate alerts from various vendors seamlessly. This capability ensures a deterministic flow of alerts, making the content actionable and clear for our team members. Additionally, the structured schedule and escalation path for these alerts mean that our entire team is notified efficiently about any issues, significantly enhancing our response to network and server-related problems. The straightforward and easy-to-follow setup process, especially as our custom workflows have grown, further adds to the product's appeal. All these features combined contribute to a seamless transition from our previous reliance on email alerts to a more structured and reliable ITSM solution, which is why I would rate xMatters a 9 out of 10. Review collected by and hosted on G2.com.

I find the alert dependencies an area for improvement. Specifically, when alert A is triggered and is part of a group, alerts B and C should not be sent out if they're unnecessary. This functionality is crucial to avoid redundant alerts and the disruption they can cause when managing incidents. Review collected by and hosted on G2.com.

We have multiple options to get pages and also we have app as well to magage the pages. Its really great to manage through app.

1. Reliable and Fast Incident Notifications

2. Powerful Automation & Workflows

3. Excellent Integration Capabilities

4. Flexible Escalation & On-Call Management

5. Easy to Use Interface

6. Strong Reporting & Audit Capabilities

7. Helps Reduce MTTR

Ease of Use

xMatters is generally easy to navigate, and routine tasks like sending alerts or checking schedules can be done quickly.

Ease of Implementation

Initial onboarding and basic setup are straightforward, and the platform provides helpful templates to get started fast.

Customer Support

Customer support is responsive and knowledgeable. They usually help resolve issues quickly and offer clear guidance.

Frequency of Use

The platform works consistently even with frequent use during incidents, and performance remains stable.

Number of Features

It offers a wide range of features—from automated workflows to escalations—giving teams strong control over incident communication.

Ease of Integration

Integrations with tools like ServiceNow, Slack, and monitoring systems are smooth and reliable, making it easy to fit xMatters into existing processes. Review collected by and hosted on G2.com.

Xmatters needs more integrations with multiple other tools. Like slack, we should be able to send the xmatters pages to private channels as well. This is just one, but there would be many to have.

1. UI Can Feel Complex

2. Steep Learning Curve for Automation

3. Limited Mobile App Functionality

4. Reports Could Be More Flexible

5. Integration Troubleshooting Isn’t Always Clear

6. On-Call Schedule Management Can Get Tedious

7. Notifications Can Sometimes Feel Noisy

Ease of Use

Some advanced settings—especially workflows and group structures—can be confusing for new users and require additional training.

Ease of Implementation

While basic setup is easy, configuring complex workflows or integrations can take more time and technical expertise than expected.

Customer Support

Although support is helpful, response times can vary depending on the complexity of the issue, and documentation isn’t always detailed enough.

Frequency of Use

Because many features are used only during incidents, some team members may forget navigation steps when they don’t use the tool regularly.

Number of Features

There are so many features that the platform can feel overwhelming at times, especially when trying to locate specific configuration options.

Ease of Integration

When an integration fails or needs debugging, the error messages are sometimes not descriptive enough, making troubleshooting harder. Review collected by and hosted on G2.com.

I find xMatters to be a lifesaver for managing incidents and restorations on our e-commerce platform. The platform automatically pulls in on-call personnel details from our existing databases, which eliminates the previous frustration of manually determining who to contact. This feature is especially beneficial when dealing with specific database issues or sharding problems, allowing for rapid collaboration among engineers in dedicated channels. Furthermore, I am impressed by the dynamic alert feature, which plays a critical role in streamlining our response processes by automatically integrating with our systems and triggering the necessary actions. Also, the setup process was smooth and efficient, as integrating xMatters with our existing systems was relatively easy. We were able to get our scheduling and notification functions up and running quickly. Overall, these features make xMatters invaluable for maintaining operational continuity and efficiency. Review collected by and hosted on G2.com.

The mobile scheduling user experience (UX) is a concern for me. Additionally, I find the configuration for routing upon reporting to be problematic. Review collected by and hosted on G2.com.