# xMatters Reviews **Vendor:** Everbridge **Category:** [Incident Management Software](https://www.g2.com/categories/incident-management) **Average Rating:** 4.5/5.0 **Total Reviews:** 769 ## About xMatters xMatters end-to-end incident management platform automates each step of the incident lifecycle—from event to resolution—reducing the frequency, duration, and cost of critical service disruptions. xMatters Purpose-built AI significantly slashes resolution times with seamless integration across any DevOps or ITSM toolchain, ensuring every team has the necessary context to avert disruptions before they occur. We partner with our customers to create workflows that lower MTTA/MTTR, increase customer and employee satisfaction, and improve compliance and reporting. Build operational resilience into your digital services and automate responses all the way to resolution with Everbridge xMatters. ## xMatters Pros & Cons **What users like:** - Users value the **reliable and fast incident notifications** of xMatters, enhancing communication and saving critical time. (62 reviews) - Users value the **ease of use** of xMatters, benefiting from streamlined workflows and centralized incident management. (54 reviews) - Users value the **consistent communication** and effective incident management features of xMatters, enhancing response efficiency. (50 reviews) - Users appreciate the **powerful automation** capabilities of xMatters, allowing for seamless management of complex workflows. (43 reviews) - Users value the **timely notification alerts** from xMatters, boosting their responsiveness and overall efficiency significantly. (40 reviews) - Users praise the **seamless integrations** of xMatters, enhancing alert management with flexible, reliable workflows for teams. (38 reviews) - Incident Management (37 reviews) - Customer Support (25 reviews) - Easy Integrations (24 reviews) - Communication (21 reviews) **What users dislike:** - Users find the **steep learning curve** challenging with xMatters, making initial setup and integration time-consuming. (26 reviews) - Users find the **steep learning curve** and complex setup challenging, making initial use more difficult. (22 reviews) - Users experience **alert issues** with xMatters, including schedule management errors and sluggish mobile notifications during critical times. (17 reviews) - Users find the **complex setup** challenging, leading to a steep learning curve and time-consuming configurations. (16 reviews) - Users face a **difficult setup** process for notification workflows, complicating early adoption and requiring extra attention to detail. (16 reviews) - Users face **notification issues** with xMatters, finding it time-consuming and cumbersome to manage alerts effectively. (15 reviews) - Complex Interface (13 reviews) - Users find **difficult learning** curves in xMatters, requiring extensive training and technical knowledge for effective use. (12 reviews) - Users struggle with the **missing features** in xMatters, making setup and reporting a complex process. (10 reviews) - Users struggle with **integration challenges** when attempting to connect xMatters with their existing IT environments. (9 reviews) ## xMatters Reviews ### 1. No-Code Flow Designer and Reliable Multi-Channel Escalations **Rating:** 5.0/5.0 stars **Reviewed by:** Zuhaib I. | Business Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2026 **What do you like best about xMatters?** I really like the flow designer as i am able to visually design my alerts as they fire off from point a to point b. The best part is i don’t have to write any code as this allows me to create escalation logic for teams. It’s pretty noisy in here today, but i’m working hard to finish this. The multi-channel notification side works exactly how it should work as if someone doesn’t acknowledge an alert via page, they will receive a voice call and then SMS etc. Until someone responds. This is very helpful as i am able to create escalation logic for teams that are on rotation without having to watch over the alerts in real time. **What do you dislike about xMatters?** While reporting is available within xMatters, i believe the amount of detail required to get the data we want is subpar given the pricing model. And although the mobile app works, it feels like a downscaled after-thought compared to the web interface and when you’re the only person on-call it makes a difference. Also creating communication plans with multiple groups & conditions gets complicated fast & unfortunately there is little guidance from the product to help you through the process. **What problems is xMatters solving and how is that benefiting you?** Before using xMatters critical alerts were going directly into shared Slack channels & email inboxes and whoever checked first would respond which wasn’t a great system when something failed at 3 am. Also, integrating with service now & splunk was not more painful than expected and being able to put all of our tools into one place has made the on-call person’s job much easier at 2 am when they need to find out what broke. ### 2. Instant Alerts and Seamless Integrations That Save Time **Rating:** 5.0/5.0 stars **Reviewed by:** Charles P. | Founder and CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about xMatters?** xMatters' main function is sending alerts and it does send them and that may seem easy enough. I get paged immediately as soon as I need to take care of something. I can address it right from my phone when I am away from my workstation like while waiting on a bus. The connections to all of our other tool sets (Slack, Monitoring Platforms, Ticketing Systems) means that I am not having to bounce around between 5 different applications during an incident. Once we set-up routing rules within xMatters they really do save us a significant amount of time. **What do you dislike about xMatters?** Getting everything set-up for how we use it is ridiculously time consuming. While the Workflow Builder has tremendous capability, it is not intuitive, so the first few times through will likely result in clicking through a number of incorrect screens until you find what you need. There are some of the notification settings that appear to be somewhat hidden. As well, I also consider their Pricing Structure to be a minor complaint however difficult to explain, the cost jump between tiers for what seems like included functionality is not justified. **What problems is xMatters solving and how is that benefiting you?** In our case, prior to using xMatters, we had issues with missed alerts and extended incident response time due to lack of centralization of alerts. Someone would receive an alert via email and then simply ignore it and leave a Priority 1 issue unattended for an extended period. xMatters solved our 'who handles this' problem by automatically directing alerts based upon rule-based and scheduled parameters. Our incident response time significantly decreased. We did less back-and-forth trying to determine who was currently on call. Additionally, the auditing/compliance aspect of tracking who received notification and when was much greater than anticipated. ### 3. xMatters Nails Smart Alert Routing and Seamless Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Hamad K. | Sales Director, Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2026 **What do you like best about xMatters?** The alert routing is actually important and xMatters gets this part correct instead of sending 100 notifications to your whole team it figures out who needs to know and sends them a notification which sounds simple but most tools get this wrong. The integrations are broad enough that we were able to plug in xMatters into most of our existing stack without much lift and also when an incident fires up the right person gets pagged they acknowledge it and done. **What do you dislike about xMatters?** xMatters pricing scales fast if your a smaller team it starts feeling hard to justify compared to cheaper alternatives that will do 70 percent of the same thing. Also sometimes i’m not always clear on my consumption model like what exactly am i being charged for at this exact moment its hard to tell and also first time setting up complex on call schedules takes longer than it should. **What problems is xMatters solving and how is that benefiting you?** The main problem is getting the right alert to the right person as fast as possible without waking up the entire org at 2am. Before xMatters we had people missing pages or getting flooding by noise and ignoring everything. xMatters cuts through all of this and keeps a record of who was pagged and when which matters a lot for incident reviews. ### 4. Solid On-Call Scheduling and Powerful Integrations That Just Work **Rating:** 4.5/5.0 stars **Reviewed by:** Venukumar N. | Business Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2026 **What do you like best about xMatters?** I like the solid on-call scheduling. I have my on-call rotation setup and then I connect Slack, SMS or Call to the system. It does all of the work. Right now I am laying on the couch and I don’t even need to get off the couch to see who is currently on-call. The biggest strength of xMatters is integration. They support JIRA, Datadog, Zendesk, etc. They seem to connect to all of the other systems you use. Escalation logic is important. If someone doesn’t acknowledge being called, xMatters will escalate the call to their manager. **What do you dislike about xMatters?** The worst part about xMatters’ User Interface (UI) is that it’s bad. There are several small cosmetic issues with the on-call calendar as well. Users are difficult to quickly identify by looking at them. These were complaints when xMatters was first implemented and nothing has changed since then. Licensing cost is also an issue. **What problems is xMatters solving and how is that benefiting you?** xMatters calls your phone and if you ignore it, your supervisor receives a page. This is the purpose of xMatters' escalation chain and it works. Second; xMatters allows us to centralize our alerting. All of the monitoring tools send their alerts into one location and the correct person receives a page based upon their on-call schedule without needing anyone to figure out who is currently on-rotation. ### 5. xMatters Simplified And Revolutionized Incident Management with AI Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Laszlan A. | HR Support 1, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about xMatters?** I am really happy using the AI-powered incident intelligence in xMatters. It's started making a real difference for our team by surfacing related signals from across our monitoring tools and suggesting likely root causes for issues. This means responders spend less time trying to figure out what they are dealing with and more time actually fixing it. For a team that deals with high volumes of incidents, the time saved adds up quickly. Most of the process is automated, which helps us fix problems faster. **What do you dislike about xMatters?** I don't really like waiting for a security and compliance report; it is painfully slow. Getting SLA bridge data out of the platform in a format that our compliance team can use requires exporting raw data and rebuilding it in Excel every week. For a platform that captures this much data, the reporting tools feel like they haven't kept pace with the rest of the product. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to manage our incident notification chain, ensuring quick resolution and communication. It routes alerts to individuals based on on-call status, cutting acknowledgment time. The AI-powered intelligence streamlines complex incidents, saving us time. ### 6. Streamlined Incident Response, Minor Scheduling Friction **Rating:** 4.5/5.0 stars **Reviewed by:** Gina S. | IoT Strategy and Operations Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** May 29, 2026 **What do you like best about xMatters?** I appreciate most about xMatters the structure it brings to our incident response. The automatic routing helps immensely with ownership during incidents, resolving what used to be a recurring pain point. Before xMatters, alerts created confusion with some team members assuming others were handling them. Now, there's clarity on who is on-call and what happens if they miss a page. This has lightened the mental load that used to rest on me. I find that xMatters makes excellent use of the on-call schedule to ensure the right person responds, and the escalation path kicks in as needed, which really streamlines our process. An incident like a sensor outage at 3am on a Sunday previously would have been chaotic, but last quarter it went from page to triage in just four minutes. The initial setup was pretty smooth, and we didn't face any major issues. **What do you dislike about xMatters?** The biggest friction point for me is managing rotations, since our schedules shift often with vacations, swaps, and coverage for new joiners, and keeping the system in sync takes work. The escalation path editor is powerful, but even a small change can mean clicking through several screens. A quicker way to handle routine swaps would save real time. **What problems is xMatters solving and how is that benefiting you?** xMatters solves the ownership issues during incidents, reducing confusion and mental load by automatically routing alerts. It ensures the right person responds promptly, enhancing our incident response structure. ### 7. Powerful Alert Management with Complex Learning Curve By xMatters **Rating:** 4.5/5.0 stars **Reviewed by:** Danial I. | Human Resource Assistant 2, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2026 **What do you like best about xMatters?** It is really impressive that the flow designer in xMatters, it's genuinely impressive once you figure it out. It allows me to build multi-step response workflows visually, without needing to write any code. It's super handy because when something fires, xMatters can automatically create a ticket in Jira, post to a Slack channel, and alert the on-call responder simultaneously. This used to require manually coordinating three separate tasks during an incident. Plus, I appreciate the multichannel notification delivery in xMatters. Responders get notified through the app, SMS, and voice call if they don't acknowledge the alert, making sure nobody can miss an alert or claim they didn't see it. This ensures the right owner is always responsible for responding to the alert they receive. **What do you dislike about xMatters?** The Flow Designer has a steep learning curve. It looks visual and approachable but building anything more than a basic workflow takes real time to figure out. New team members need proper training before they touch it, otherwise things can break in a way that I have to diagnose. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to manage on-call rotations and route alerts to the right responder. It ensures accountability and reduces response times, eliminating the issue where everyone assumed someone else would handle alerts. ### 8. xMatters Is A Reliable On-Call Scheduling but Needs Better Search Features **Rating:** 4.5/5.0 stars **Reviewed by:** Aslam H. | IT Support Tier ll, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2026 **What do you like best about xMatters?** What makes they helpful and reliable is the two-way notifications with xMatters. I didn't realize how valuable they were until we faced a live incident. It's great that when an alert fires, it doesn't just send a message and hope for the best. The responder can acknowledge, escalate, or decline directly from their phone, and the platform handles the response automatically. If no one acknowledges within a set time, it moves to the next person in the rotation. This is really helpful because not everyone gets paged, so someone not involved with the incident won't be disturbed, giving everyone more free time. **What do you dislike about xMatters?** The search inside the platform is not very good. I'm trying to find a past incident or a specific workflow and it takes longer than it should, and the results are not always what you were looking for. For a platform that logs everything, it feels like finding things should be easier. **What problems is xMatters solving and how is that benefiting you?** xMatters handles our on-call scheduling and ensures the right responder is notified through the right channel. It coordinates team communication during live incidents, improving response times by notifying the right experts, reducing unnecessary notifications. ### 9. Efficient Incident Response, Setup Could Improve **Rating:** 4.0/5.0 stars **Reviewed by:** Rahul L. | Senior JavaScript Developer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2026 **What do you like best about xMatters?** I appreciate how xMatters eliminates the 'who owns this?' confusion by routing alerts directly to the appropriate on-call engineer, maintaining a clean record of acknowledgments for post-incident reviews. The speed of receiving alerts is remarkable, as illustrated when a memory leak alert reached the on-call engineer's phone in under a minute, allowing us to deploy a patch quickly and efficiently. I really like the integration of xMatters with Datadog and ServiceNow, which routes alerts to the right person automatically, ensuring no manual handoff is needed. The ability to wire it into tools like Datadog and have it ping the correct engineer automatically when issues arise is a game-changer. The escalation flexibility is also brilliant, enabling tweaks to rotation schedules on the fly as needed. Overall, xMatters fits seamlessly into our daily toolkit alongside my IDE. **What do you dislike about xMatters?** The initial setup is a bit of a beast. Reworking alert rules or integration logic isn't intuitive, and pulling detailed reports often means clicking through more screens than I'd like. When we needed to quickly adjust escalation policies after a service migration, it took longer than it should have. The reporting side is where I feel the pinch most, spotting recurring patterns or post-incident trends takes more digging than it ought to. **What problems is xMatters solving and how is that benefiting you?** xMatters eliminates guesswork in alert routing and ensures speedy incident responses. It integrates well with Datadog and ServiceNow, automating incident management. Escalation flexibility and clear post-incident records are vital for our team, making it a daily toolkit essential. ### 10. Streamlines Incident Management with Precision **Rating:** 4.5/5.0 stars **Reviewed by:** Hermann S. | Web development manager, Program Development, Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2026 **What do you like best about xMatters?** I love the visibility into who's actually handling what, which is a breakthrough for my team. We've integrated xMatters with our incident tools, so when something goes wrong, I know immediately who is already on it, avoiding any chaos or frantic messages. The on-call rotations and escalation logic have definitely saved our weekends more times than I can count. It automatically reroutes unacknowledged alerts, which ensures nothing slips through, simplifying the 'whose turn is it' debate. This system allows us to continue focusing on our work without constant interruptions, and the initial setup was pretty easy. **What do you dislike about xMatters?** Building out the notification workflows used to be hard and time consuming. Getting escalation paths, rotation schedules, and group hierarchies dialed in took a solid two sprints of trial and error, and one misconfigured flow meant our junior dev got paged at 3 AM for a non-critical CSS issue. The platform is powerful, but newer hires on my team find the depth a bit daunting at first. Long-term, it pays off. Short-term, expect some growing pains. **What problems is xMatters solving and how is that benefiting you?** xMatters ensures the right person handles issues immediately, removing downtime from shared inboxes. It provides clarity on tasks and has on-call rotations that save us from chaos, making production and alert management smooth and stress-free. ### 11. xMatters Helps To Improves Incident Management with Minor Usability Improvements **Rating:** 4.5/5.0 stars **Reviewed by:** Suhaila I. | Sales Assistant Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2026 **What do you like best about xMatters?** What I like is the no-code workflow builder is something our ops team actually uses without needing to pull in a developer. You can build an escalation path, set fallback contacts, and define what happens if nobody responds within a set time, all through a visual drill. It's not perfect, but it covers most of what we need. The post-incident report feature is also something we didn't have before. It automatically compiles a timeline of what happened, who was notified, and when actions were taken. That has been genuinely useful for our retrospectives and showing leadership a clear picture of how incidents are handled. **What do you dislike about xMatters?** I think they need improvement for the search function inside their platform because it is frustrating trying to find a specific workflow or past incident reports as it takes longer than it should. Schedule setup for complex on-call rotation is also not very intuitive, especially when you have multiple teams with different coverage hours and hand-off hours. **What problems is xMatters solving and how is that benefiting you?** xMatters has streamlined our on-call scheduling, routing alerts to the right people, reduced alert fatigue by filtering notifications, and grouped related alerts, improving team response and morale. ### 12. Streamlined Incident Response with Automated Escalations **Rating:** 4.5/5.0 stars **Reviewed by:** Krishna Priya B. | Security Analyst, Apparel & Fashion, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2026 **What do you like best about xMatters?** I love how xMatters has centralized our entire incident response process, preventing alerts and follow-ups from falling through the cracks. The automated escalation chains have greatly improved our security operations, halving our mean time to acknowledge incidents. Alerts automatically roll over to backup engineers if no response comes within five minutes, which means I'm not playing detective tracking down the on-call engineer. The two-way SMS and voice call integrations have been lifesavers, especially in low-connectivity zones. I can actually sleep at night, knowing that if the primary on-call misses an alert, it gets bumped to the backup within minutes without anyone babysitting the process. Also, the initial setup of xMatters was quick, which is always a plus. **What do you dislike about xMatters?** The mobile app's load time when pulling up incident details is an issue. At night during a critical alert, every second feels like an eternity. Thankfully it doesn't happen often, but when it does, it's enough to make you grit your teeth. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to centralize our incident response process, preventing alerts from slipping through cracks. It clarifies on-call ownership and automates follow-ups, significantly reducing response times. The automated escalation chains and two-way communication tools are crucial, especially for low-connectivity zones. ### 13. xMatters: Essential Tool for Seamless IT Infrastructure Monitoring **Rating:** 4.5/5.0 stars **Reviewed by:** Ishak Y. | Local Sales Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2026 **What do you like best about xMatters?** I am a fan of xMatters' low-code flow designer tools incredibly valuable for our operations. These tools make it easy to integrate our monitoring tools with our communications stack without needing complicated scripts. The visual canvas in the platform simplifies tasks like creating a dedicated team triage room, which automatically populates with live server logs the moment an incident appears. Additionally, setting up and synchronizing our services through xMatters has been incredibly smooth. The native data sync feature seamlessly connects our IT service to our communications platform, mirroring our team structure automatically and saving us from manual entry. **What do you dislike about xMatters?** I don't really a fan of the on call schedule rotation build there. It has a steep learning curve at first, trying to configure a nonstandard scheduling override like, team members swapping or half shift with coworker across a different time zone. During, holiday weekends. It is surprisingly confusing to map out visually, and can result in accidental coverage gap if you missclick they need to simplify the temporary shift swap workflow for workflow. **What problems is xMatters solving and how is that benefiting you?** xMatters prevents service downtime by escalating alerts if the primary responder misses them, ensuring quick notification to backup teams. It serves as our main alert escalation channel, sending alerts until claimed. ### 14. No more missed critical alerts since we replaced our old paging system **Rating:** 4.0/5.0 stars **Reviewed by:** Camille D. | Automated response security analyst, Renewables & Environment, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about xMatters?** The automated escalation chains have revolutionized it - when an incident hits you don't have to go chasing down the on call teams. Our mean time to acknowledge has been cut in half with alerts automatically being forwarded to the backup engineers when the primary doesn't respond within 5 minutes. The two way SMS and voice call integrations also mean our field techs get critical updates even in low connectivity areas, like during a recent outage at a remote data center. **What do you dislike about xMatters?** It does take a little while to load up the information about the incident in the mobile app, which is frustrating at times when it matters most, especially at 3 AM when time is of the essence during an emergency, although it's not a frequent occurrence. **What problems is xMatters solving and how is that benefiting you?** We used to have a disjointed way of doing incident response before xMatters where alerts were lost in Slack, on call schedules were in spreadsheets and important incidents were missed for a few hours. Now, all it's integrated to a single system, with clear ownership, and automated follow up. ### 15. Powerful Routing Logic and Smooth Monitoring Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Samra K. | System Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2026 **What do you like best about xMatters?** Mainly, the routing logic makes this better than anything else we’ve used. The right person will get called at the right time, and you can create these types of flows without having to walk anyone through each step of the process. Our integration with our monitoring stack was less painful than I thought it would be. xMattters simply pulls in events and sends them off to where they need to go. Since we switched to relying on automated systems to determine which people to call instead of relying on people to decide this for themselves, our MTTR (Mean Time To Resolve) has gone down dramatically. We find managing on-call schedules simple enough as well, although our last system made this a major headache. **What do you dislike about xMatters?** Once you start creating complex work-flows, the flow designer can quickly become confusing and difficult to follow, it isn’t always clear where things are happening in relation to other things. The documentation is hit and miss; while setting up we had a couple of steps that seemed to have been written for a previous version of the software, so I ended up opening a ticket that I probably didn’t need to. As I’m sitting here on the couch after a long day, I am still thinking about the notification logs view, they seem to be much more difficult to navigate then they should be. We also found the pricing scale to be a little disheartening when we were looking to add additional personnel to the team. **What problems is xMatters solving and how is that benefiting you?** xMatters solves one problem, getting the right alert to the right person before it dies in someone’s email box. We receive incidents from many different areas, and xMaters is responsible for routing them to the correct people so that nothing sits in limbo. Because of faster response times we have seen reduced incident costs and that has worked out well for us. ### 16. We finally silenced alert fatigue by filtering noise **Rating:** 4.0/5.0 stars **Reviewed by:** Manjula R. | Incident Handling Automation Expert, Construction, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2026 **What do you like best about xMatters?** The dynamic escalation paths are a lifesaver - our on call engineer doesn't reply within 5 minutes, it escalates to the next person, then the manager without anyone having to lift a finger. I also find the two way SMS integration lovely,in times of outages, our team can take the time to respond or resolve alerts directly from their phones, no app needed. Another one that really impressed us was the real time status dashboard, it tells us who's been notified, who's on the case and even monitors resolution time, meaning we don't have to wonder when a critical incident happens. **What do you dislike about xMatters?** While the drag and drop editor can be a bit clunky in use at first, it might require a bit of a reference manual or demo to get right, as some of the competition is easier to use. The mobile app is also less responsive than the desktop version: sometimes, it takes an additional 10-15 seconds for it to push notifications through, a long wait during a large incident. **What problems is xMatters solving and how is that benefiting you?** Life was a mess before xMatters, alerts were lost in Slack, engineers missed pages because they were in meetings, and we would waste 20 minutes trying to find out who should be on call. Now, the right people are immediately alerted, ownership is transparent, and automatic follow-ups occur when they do not respond. ### 17. xMatters: Streamlined Incident Management, Steep Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Arikas Z. | Support System Tier ll, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about xMatters?** Several things that xMatters has helped me to speed up resolution using the one-click run book automation triggers. It makes my work easy by cutting most of my time from manual operations. From inside the initial push notification, an on-call engineer can immediately execute automated remediation scripts like restarting a frozen server or clearing database issues. Setting up our rational on-call schedule calendar is direct, and the drag-and-drop shift metrics allow us to easily build out complex weekend rotations, geographic handoffs, and multi-tier escalation paths for our global team in half a day. **What do you dislike about xMatters?** It has an administrative drawback. The visual workflow with the Canvas can be incredibly intimidating to navigate. Designing a complex multi-condition notification routing involved a steep learning curve as the interface feels overly cluttered with nested logic blocks that I had to troubleshoot when an alert flow breaks. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to eliminate alert floods by filtering notifications to the right team. It speeds up issue resolution with one-click automation, making my work easier and reducing manual tasks. ### 18. xMatters Helps To Streamlined Incident Management with Minor UI Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Kazam I. | Human Resource Assistant ll, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2026 **What do you like best about xMatters?** I am really impressive and happy with the no-code flow designer in xMatters; it's incredible and simplifies my work significantly. I can drag and drop a logic path, for instance, to clear logs automatically when the database reaches 90% capacity. This prevents unnecessary wake-up calls for minor issues at three in the morning for our IT responders. It's an efficient feature that saves a lot of hassle. Additionally, the initial setup was a breeze due to the integration directory. We plugged in our existing Jira and Splunk instances in half a day and achieved a fully automated incident response loop in less than a week. **What do you dislike about xMatters?** The configuration discoverability is lacking. The interface feels a bit dated and nested. It often takes four or five clicks just to find specific script or transformation logic hidden within a complex workflow map, which is frustrating during high-pressure system audits. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to filter monitoring noise, enriching incidents with diagnostic data before response. It saves us from wasting time figuring out who's on call and automates escalation, creating Slack channels and conference bridges, simplifying my work with its no-code flow designer, preventing unnecessary wake-up calls. ### 19. Reliability Booster with Seamless Escalation Automation **Rating:** 4.5/5.0 stars **Reviewed by:** Jose M. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2026 **What do you like best about xMatters?** I like the automatic escalation in xMatters, which ensures reliability work without any manual intervention. When the credit card system goes down at 3 AM, I don't need to call anyone because it automatically pages the right person. If they don't respond within two to three minutes, it escalates to the next engineer. **What do you dislike about xMatters?** I want xMatters to improve in a few areas. The mobile app performance isn't great, and the search functionality could be better. Also, the reporting seems subpar. Implementation was also a bit difficult, though once it's set up, it runs smoothly. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to enhance reliability operations by ensuring the right person is notified quickly and automating escalation if needed. It helps reduce errors and slow escalations, providing peace of mind by automatically paging the right engineer and escalating if there's no response. ### 20. Flexible Tool with Strong Communication Enhancements **Rating:** 4.5/5.0 stars **Reviewed by:** Chanda A. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about xMatters?** I really like xMatters for its flexibility and customization. I can adapt the workflow to the specific needs of my team and the different types of incidents we handle. This makes the tool fit perfectly into our organization. I also appreciate the integration with tools and reporting analytics, which enhances my workflow and provides several benefits in my day-to-day activities as an incident manager. It's great for streamlining communication, automatic ticket creation, centralized information, and enhanced collaboration. I also find the mobile accessibility very useful. **What do you dislike about xMatters?** If I had to point to one area for improvement, it would be the integration with other systems we use. Although xMatters integrates with several tools, sometimes the integration feels like it’s in three areas, and the connection could be made easier to optimize the flow of information. **What problems is xMatters solving and how is that benefiting you?** xMatters helps reduce incident response time with effective communication, escalates alerts, provides relevant info, and enables tracking and direction. It streamlines communication, automates ticket creation, and enhances collaboration, making issue management more efficient. ### 21. xMatters does what it needs to do most of the time. **Rating:** 5.0/5.0 stars **Reviewed by:** Brent S. | Chief Commercial Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2026 **What do you like best about xMatters?** Queue configuration works very good. I use SLA tracking almost daily for our SOC tickets and it has never failed me. The drag and drop reassignment of tickets during incident responses saves me probably two or three hours a week, depending on the number of tickets being worked, which is a savings that adds up. Having the ability to integrate with slack allows me to stay focused on working the incident without having to constantly switch between tabs to look at the status of the alert. **What do you dislike about xMatters?** Reporting is terrible when you want to create your own security metrics. Getting SLA breach data means you will be using additional filters, exporting the data and taking additional time and approximately an hour a week, which is frustrating, just to complete my weekly compliance reporting. The mobile interface is basically unusable while attending stand up meetings and I am squinting at the screen trying to locate what I need, while waiting for the bus. **What problems is xMatters solving and how is that benefiting you?** Our average resolution time has decreased approximately 30%. The amount of time preparing for audits was reduced from days to hours. It is not perfect, however, it is much improved over what we had prior to implementing xMatters. ### 22. xMatters Helped To Streamlined Incident Response with Synchronization Ease **Rating:** 4.5/5.0 stars **Reviewed by:** Hamzah A. | Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2026 **What do you like best about xMatters?** What I like is the on-call calendar synchronization in xMatters because it pulls directly from our team's schedule, so no one has to manually update their availability in two places. I also find the incident suppression feature smart because it can realize if 10 different monitors are reporting the same issue, grouping them so we only get one phone call instead of 10. Lastly, the response data is invaluable for our monthly reviews as it shows exactly how long it takes for someone to start working on a problem. **What do you dislike about xMatters?** On the downside, the mobile apps can sometimes be unreliable. Also, because the system is so critical to our uptime, anytime we want to change major integrations, we have to do a lot of testing to make sure we don't accidentally silence a real emergency. **What problems is xMatters solving and how is that benefiting you?** I use xMatters for our digital infrastructure as the main controller. It automates stakeholder updates during tech failures, keeping everyone informed while engineers fix issues. This separation lets everyone focus on their tasks during a crisis. ### 23. xMatters Works Great In Transforms Incident Management with Intelligent Alerts **Rating:** 4.5/5.0 stars **Reviewed by:** Imanda I. | Office Admin, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2026 **What do you like best about xMatters?** What I really appreciate with xMatters for how it acts as an intelligent bridge between our technical monitoring tools and our human team, effectively automating the first response step. By the time I open my laptop, the system has already gathered logs and notified the right stakeholders. I love the adaptive card alert feature by SMS because it provides high-level data summaries that allow me to understand problems without even unlocking my phone. The postmortem report is a lifesaver as it automatically compiles the timeline of an entire incident, saving me hours of manual documentation. The conference bridge feature is also a standout, as it can automatically dial the team into a secure audio bridge the moment a high-priority crisis is confirmed. These features have made managing incidents much more efficient and stress-free. **What do you dislike about xMatters?** I have some issues with xMatters. The message template can be a bit difficult if you want to change the layout of your alerts; you have to spend some time in the design edit to make sure they look right on all devices. I've also noticed that if you have too many external integrations connected at once, the notification flow can occasionally feel a bit crowded with data. Lastly, the permission system is very detailed, so you have to be careful when adding a new user to ensure that they have the right access level for their specific team. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to automate the first response step, turning raw data into clear alerts and notifying the right stakeholders. It centralizes incidents, resolves time zone issues, ensures no alerts are missed, and compiles postmortem reports, saving me hours of manual documentation. ### 24. Streamlines Incident Response with Real-Time Notifications **Rating:** 4.0/5.0 stars **Reviewed by:** Yashika J. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about xMatters?** I use xMatters to automate and orchestrate incident response notifications across teams and systems. It solves the problem of delayed and uncoordinated incident response by automatically notifying the right person and systems in real time. I appreciate how it helps with manual alert systems by handling integrated monitoring tools or triggering automated workflows and escalations during incidents. It instantly notifies the right on-call person based on schedules, which reduces delays and confusion. The integration with ServiceNow is valuable as it can automatically create or update incident tickets and sync status, ensuring response and documentation stay aligned. The initial setup was easy. **What do you dislike about xMatters?** I think the limited native remediation depth can be improved. It can trigger actions, but deeper automation often requires external tools or custom scripting. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to automate incident response notifications, solving delays and uncoordination by notifying the right people in real-time. It reduces manual alerts and integrates with monitoring tools, instantly notifying on-call staff based on schedules. ### 25. Seamlessly Integrates, But Steep Learning Curve for New Users **Rating:** 3.5/5.0 stars **Reviewed by:** Faisal W. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2026 **What do you like best about xMatters?** I like xMatters for its seamless integration with all monitoring tools, allowing us to create custom workflows to trigger specific actions automatically. The platform provides a single source of truth during our crisis by automatically synchronizing data across tools like Jira and Slack. **What do you dislike about xMatters?** If I could change one thing, it would be to improve the initial top complexity. While the platform is powerful, the learning curve for creating a wide range of workflows can be a bit steep for new users. Also, the implementation was a mixed experience. The out-of-the-box setup works, but customizing the logic for a complex environment requires significant time and technical expertise. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to coordinate team responses during incidents, ensuring quick and efficient returns. It automates notifications and escalations, reducing manual calls and response times. I also appreciate its seamless integration with monitoring tools for creating custom workflows and synchronizing data across platforms like Jira and Slack. ### 26. Strong incident response coordination **Rating:** 4.5/5.0 stars **Reviewed by:** Paul P. | IT Operations Director, Biotechnology, Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2026 **What do you like best about xMatters?** The aspect of xMatters that I like the most is its better coordination. The product provides a lot of functionality and that's helped us with accountability and responsibility. I particularly like the reduction in doubt in stressful situations and the coordination it offers. The support has been good as well. It has made our work more efficient because it has added more uniformity to responses and eliminated problems caused by people forgetting their responsibilities. **What do you dislike about xMatters?** An area I don't like about it is that things can end up being too prescriptive for some teams. There are a lot of features, but some tasks can be more cumbersome when responding to unexpected circumstances. This has affected my work a little in requiring manual intervention in some cases. **What problems is xMatters solving and how is that benefiting you?** To me, xMatters addresses a problem with clear responsibilities in multi team response. It has many features that enable better process discipline, which has decreased confusion and increased predictability. That has benefited my team because fewer problems escalate because of a lack of clarity of responsibility. ### 27. No more morning calls to the wrong person **Rating:** 4.5/5.0 stars **Reviewed by:** Michelle L. | Operations Scheduler, Management Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** April 23, 2026 **What do you like best about xMatters?** I do love xMatters because of its smart on-call scheduling and well developed incident response automation. It makes sure that the right individual is always informed instantly, depending on his or her availability and expertise. As an example, in case of a critical system outage, it will automatically escalate in a set chain until there is a person dealing with the alert. **What do you dislike about xMatters?** The first issue that I dislike about this platform is the initial complexity in configuring extremely complex custom workflows and integrations. Although it is powerful, the learning curve may be steep, preventing non-technical users to create advanced scenarios. It can also be just a little less intuitive than I would like sometimes to customize the reporting dashboards to the niche metrics. It requires certain serious efforts to master its extended potential entirely. **What problems is xMatters solving and how is that benefiting you?** This has been an entirely new tool in our incident management and on-call process. In the past we used to make manual calls and email chains to notify teams of critical issues which resulted in high delays and lack of notification, particularly beyond hours. It now automatically identifies issues based on monitoring tools and sends alert directly to relevant on-call teams. This will allow it to respond quickly, cut down the downtime drastically and leave our ops team with fire-fighting, which is not preventative. ### 28. Rapid Response Management with Custom Alerts **Rating:** 4.5/5.0 stars **Reviewed by:** Izfar H. | Marketing Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** April 15, 2026 **What do you like best about xMatters?** What I like the most is when I get an alert on my phone, I can just tap one button, and it says I'm working on the problem. This instantly stops the system from calling everyone else, so my teams will not be disturbed during the night. I also appreciate the custom alert feature, where I can choose how the app alerts me. For a small issue, it can send a text message, but for an urgent emergency, it sends a notification with a loud siren to my phone. **What do you dislike about xMatters?** Sometimes if our IT system is having a lot of minor errors, it will sent too many notifications in rows and can be overwhelming. I wish xMatters would group these notifications together so my phone doesn't buzz every ten seconds for the same problem. I also need them to upgrade the mobile apps refresh speed because occasionally, the mobile app takes a few seconds to update. When you're in a rush to fix a big problem, those few seconds of waiting for the screen to load can feel like a long time. **What problems is xMatters solving and how is that benefiting you?** I use xMatters as an emergency paging system for IT and support, ensuring someone is always available to fix problems immediately, even at night. It manages our response schedule, speeds up response times, and prevents unnecessary team disturbances. ### 29. Streamlined Alerts and Automation with xMatters **Rating:** 4.5/5.0 stars **Reviewed by:** Muaaz H. | Customer Support Agent Tier ll, Environmental Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 14, 2026 **What do you like best about xMatters?** I think the flow designer is an incredible asset because it allows me to build a complex multistep automation workflow without needing to write any custom code. I also appreciate the service intelligence features, which provide a clear view of how different technical services depend on one another, making it much easier to identify the root cause of cascading failures. The setup was quite okay and quite easy, especially setting up the on-call scheduling and response team. I was able to get our first automated alert functioning in a matter of hours. **What do you dislike about xMatters?** Things that don't work so well for me with xMatters is the reporting for post-incident reviews, which is a bit basic in the standard version. It would be a massive help if they offered timeline auto-generated tools that compile all the chat transcripts and action logs to save me from manual documentation after a major event. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to manage incident response and alert management effectively, minimizing notification chaos and delays by ensuring the right team is alerted immediately. It automates manual escalation, reducing our response time and keeping our digital services running smoothly. ### 30. xMatters Enhances Incident Management and Cuts Downtime **Rating:** 4.5/5.0 stars **Reviewed by:** Gordon H. | Java Dev Lead 2, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2026 **What do you like best about xMatters?** I really appreciate the updates from xMatters on the custom domain feature, allowing us to host our status page with a personalized URL, which builds huge trust with our customers. I also love the new alert filter in the flow designer. It makes it much easier to find specific workflows, and I can verify HTTP and emails without having to hunt through a giant list of errors. The installation and setup of xMatters felt modern, and I found the guides and demos from the support service very helpful in setting up, especially with ServiceNow and FreshService triggers. The most impressive part was the public status pages migration, which transitioned smoothly to our new custom domain without causing any downtime for our customers. xMatters acting as our safety nets to our operation, its features catches human error before its become a huge incidents. **What do you dislike about xMatters?** My dislike is the filter processing because the filter will reset every time I leave the page. If I'm working on several HTTP triggers, I have to keep resetting and reapplying the filter every time I come back to the list. The status pages need some visual improvement, it is too technical for common users to read and know all the data explanations. **What problems is xMatters solving and how is that benefiting you?** xMatters helps manage incidents by alerting teams during outages and ensuring high-priority tickets reach the DevOps team immediately. It solves pending alert problems by escalating alerts to backup managers, preventing incidents from getting lost. It is also fill the gap between our help desk and our engineering responder team, the FreshService ensure every tickets is escalated automatically and Xmatters system is sees all new tickets and starts the response flow for us. ### 31. Rapid and Reliable Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Arnav T. | DevOps Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2026 **What do you like best about xMatters?** I love xMatters because it's very reliable and fast, making it extremely accurate. It helps our team quickly find the root cause and fix issues, allowing us to avoid incidents. This reliability and speed are crucial in production, as xMatters informs us quickly about critical incidents so we can fix them before our end customers are affected. We use it for everything related to incident, issues, and alerting, which gives us the flexibility and ability to respond quickly to issues. **What do you dislike about xMatters?** The UI is a bit complex, with too many options and configurations that require proper training. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to manage incidents and alerting, eliminating delayed responses, notifying the right team quickly. It's reliable, fast, accurate, and helps us identify root causes, solve issues, and avoid incidents to ensure end customers aren't affected. ### 32. Reliable Alerts, Complex Setup **Rating:** 3.0/5.0 stars **Reviewed by:** Advik R. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2026 **What do you like best about xMatters?** I appreciate xMatters' ability to automatically notify the right personnel at the right time, driving fast and reliable incident response without manual coordination. It's used effectively to automate incident alerting and to notify the right on-call teams to quickly respond and resolve IT issues. It also solves the problem of delayed or missed incident response by ensuring critical alerts reach the right people instantly and trigger automated actions. **What do you dislike about xMatters?** The complex setup and configuration made it harder to onboard and customize workflows quickly. It felt overly complex and time-consuming to set up and manage for quick value. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to automate incident alerting, ensuring critical alerts reach the right people instantly to quickly respond and resolve IT issues. It solves delayed response problems by notifying the right personnel at the right time, driving fast, reliable incident response without manual coordination. ### 33. Clear coordination for engineering teams during outages **Rating:** 4.0/5.0 stars **Reviewed by:** Neil B. | Technical support engineer, Automotive, Mid-Market (51-1000 emp.) **Reviewed Date:** March 17, 2026 **What do you like best about xMatters?** The best thing about collaborating with xMatters is that it introduces a well organized dialogue when there is a service disruption. As technical support, understanding who the alert was responded to will avoid misunderstandings under the stressful circumstances. Status of recognition and escalation routes are evident in the platform, and this enhances the coordination among the engineers. **What do you dislike about xMatters?** A disadvantage that I have found concerning xMatters is that sometimes it is necessary to spend some additional time to manage on call schedules when our operation team has been rotated. Engineers in our company sometimes cross duties based on projects. Manipulation of those schedules within the platform must be well verified to make sure that the correct personalities are alerted. **What problems is xMatters solving and how is that benefiting you?** In the case of our company, xMatters will primarily enhance coordination in case of unforeseen infrastructure issues. Rather than using sporadic messages, alerts are used to determine the engineer that is to receive the problem. That is clarity that will eliminate overlapped work and minimal inter-team confusion. It has helped to organize the incident discussions since all the people involved know who is responding and what resolution process is at which stage. ### 34. Efficient Notifications with Custom Workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2026 **What do you like best about xMatters?** I like the ability to trigger notifications from within ServiceNow by our L1 helpdesk agents and all the workflows that we can build to meet our needs. It's really handy that L1 helpdesk agents can propose a major incident or trigger on-call L2 members for help. Major incident managers can accept or reject the proposals and then trigger notifications to global leaders and open the command center. This results in global awareness and quick onboarding to resolve major issues. **What do you dislike about xMatters?** I find it inconvenient that we have to go to the xMatters website to configure groups or on-call schedules. It would be great if we could manage xMatters settings and configurations directly from within ServiceNow. The setup process was medium in difficulty, and we needed help from the xMatters professional services team due to the complexity of the system. **What problems is xMatters solving and how is that benefiting you?** xMatters provides outage notifications to senior leaders and support groups, ensuring quick resolution of major issues. It enables customizable workflows and allows notifications to be triggered from ServiceNow by L1 agents, streamlining our incident management. ### 35. Reliable notification management for busy IT teams **Rating:** 4.5/5.0 stars **Reviewed by:** Vittoria C. | Network support specialist, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2026 **What do you like best about xMatters?** The greatest benefit of xMatters to me is its ability to add order to our incident response process. My place of work in the field of IT operations works with an online retail company and we use it on a daily basis when there is a breakdown. On call schedules and escalation paths features are highly prevalent on the platform, which makes responsibility clear. As we utilize it at a rate of high frequency, the team reacts quicker and avoids the one in which a number of individuals can respond yet allow others to assume they have responded. **What do you dislike about xMatters?** The weakness that I have identified with xMatters is associated with team rotations. There are also frequent changes in schedules of our operations group and to maintain those updates within the system there is a need to observe it. The features linked to the escalation paths are many, and, thus, even basic changes could imply a few steps. **What problems is xMatters solving and how is that benefiting you?** xMatters addresses the problem that is usually faced by lack of clarity in responsibility when technical problems occur. The alerts in our e-commerce operations team were a source of confusion before we utilized it in our operations. The platform now allocates notifications depending on our on call schedules which we utilize on a regular basis in our daily operations. ### 36. Solid Paging and UI, But Feels Barebones on Integrations and IaC **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2026 **What do you like best about xMatters?** It works well enough-- it pages the correct people and gets their attention. The workflow UI is also nice, and it's nice to have data that keeps track of MTTR. **What do you dislike about xMatters?** It feels a little barebones. There's a lot that has to be home-brewed. There are some basic integrations with the workflows, but they work with webhooks and don't directly integrate with alerting software. Also, there's very little currently in the Terraform provider, which is rough for a company that claims to be focused on Google-style SRE practices. **What problems is xMatters solving and how is that benefiting you?** xMatters allows us to customize how we respond to incidents at various levels of criticality. We can be notified when something breaks and respond quickly. ### 37. Mobile-Friendly Dashboard with Real-Time Visibility and Immediate Feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Bryan M. | Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 01, 2026 **What do you like best about xMatters?** I appreciate the mobility it offers, especially being able to review critical alerts or approve changes directly from my phone. I also value receiving immediate feedback, because it helps me understand what we’re doing well. On top of that, I really appreciate the dashboard’s complete visibility: I can see the status of educational services in real time, and that’s something I truly value. **What do you dislike about xMatters?** I’d like to see it improve, especially when it comes to personalization, because as a student it still feels a bit too corporate and impersonal. **What problems is xMatters solving and how is that benefiting you?** It greatly helps me identify errors on the e-learning platform, whether it’s a crash or a server issue. It also sets up automated processes to ensure everyone has access to their virtual resources from day one without my intervention, and that’s what sets xMatters apart from other products. ### 38. Smooth, Familiar xMatters That Streamlines Cross-Team Communication **Rating:** 4.5/5.0 stars **Reviewed by:** Lottie D. | Product Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about xMatters?** I like xMatters because it makes it easier to communicate across different teams. I also appreciate how simple and smooth it is to use, which has significantly improved our efficiency. The interface is good as well, and it feels very familiar to me. **What do you dislike about xMatters?** There are a couple of things that didn’t meet my expectations. In particular, the notification customization and the overall ease of generating reports could be improved. **What problems is xMatters solving and how is that benefiting you?** Finally, I can say that it solves problems by optimizing our operations and fostering more effective communication between teams. I’ve grown a lot by taking full advantage of its potential, improving efficiency and giving us plenty of time to focus on other areas. ### 39. Seamless Alerts and Integration with xMatters **Rating:** 5.0/5.0 stars **Reviewed by:** Sami M. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 12, 2026 **What do you like best about xMatters?** I really like the quick alert system that xMatters provides. It's great for sending automatic notifications, which helps my team respond quickly to issues. The seamless integration with other tools like ServiceNow or Slack automates workflows and reduces manual steps, boosting overall efficiency. I also find the setup pretty easy, and we started using it without much hassle. xMatters helps in coordinating responses effectively, and I enjoy experimenting to improve each reporting for easy customization and quicker insight. **What do you dislike about xMatters?** I like everything, so far I have no complaints. **What problems is xMatters solving and how is that benefiting you?** I use xMatters for incident management, sending automatic alerts so my team responds quickly, improving workflow efficiency and ensuring seamless integration with tools like ServiceNow or Slack. ### 40. Reliable Notifications and Escalations for Business-Critical Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Nic C. | Senior Technical Support Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** December 12, 2025 **What do you like best about xMatters?** 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. **What do you dislike about xMatters?** The scheduling interface can be a bit confusing initially when setting up on-call shifts, as it isn't very intuitive. **What problems is xMatters solving and how is that benefiting you?** This system delivers crucial alerting for a business-critical application relied upon by users across the UK, where the service level agreement requires very short response times. Because of this, a rapid reaction is essential. Knowing that we can respond quickly gives us confidence that we are offering the best possible service to our users. ### 41. xMatters improves our incident response coordination **Rating:** 4.5/5.0 stars **Reviewed by:** Hemant S. | Systems reliability engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** February 25, 2026 **What do you like best about xMatters?** The most notable thing in the xMatters is the command it has on the consistency of the communication. The features included to support the use of multiple channel notification also make sure that no one can say that he or she did not know that something was happening. I use it so often and that is why we are ready to react. The implementation allowed us to normalize the way we escalate incidents between departments and this caused less stress and expectation during releases of production. **What do you dislike about xMatters?** I do not like the fact that management of schedules between various teams can be time consuming with xMatters. Although the number of features is high, manual rotation needs to be updated with care. The frequency of use implies that schedule mistakes are revealed very fast, and alerts may be sent to the wrong recipient. This is frustrating during peak times and makes us check on assignments a couple of times more than we would like. **What problems is xMatters solving and how is that benefiting you?** The primary benefit of using xMatters is that it will decrease burnout in the operations team. The balance in the distribution of work is achieved through its number of features surrounding rotation management. The frequency of use with the system ensures that it records the alerted persons and the time they were alerted to avoid alert saturation. Following the implementation, the morale of our team increased due to the equal distribution of duties, and there are fewer situations when it is necessary to make a last-minute call and disconnect personal time. ### 42. Faster Incident Response with Smart Tasking, Prioritized Alerts, and a Great Mobile App **Rating:** 4.5/5.0 stars **Reviewed by:** Mike S. | Facilities Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2026 **What do you like best about xMatters?** I like that it can assign tasks in seconds based on anticipated responses, and that our response time improves significantly during critical incidents. I also appreciate being able to prioritize alerts so we only receive the essential ones. I really like the mobile app as well—it’s great because I can respond from anywhere. **What do you dislike about xMatters?** The reports could be more customizable for executive presentations; that’s the only area I think needs improvement. **What problems is xMatters solving and how is that benefiting you?** xMatters has eliminated much of the chaos that comes with coordinating events and engaging stakeholders in real time. It has helped improve our response times, reduce human error across the board, and provide clear metrics we can rely on. Overall, it has been an excellent solution so far and has arguably transformed how we manage operational emergencies. ### 43. Enhances Incident Management But Needs Better Support **Rating:** 4.5/5.0 stars **Reviewed by:** Abdul M. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2026 **What do you like best about xMatters?** I like the low-code flow designer in xMatters because it offers a drop-and-drop interface for creating complex logic, making it accessible for non-technical teams. This feature allows users like me to develop intricate processes without needing to be an expert, which I find particularly beneficial. **What do you dislike about xMatters?** I wish they would improve the support team. They are slow to respond and are not very user friendly. **What problems is xMatters solving and how is that benefiting you?** xMatters reduces risk and response time for credit card issues with automated alerts, ensuring quick response to major incidents. It interacts with monitoring tools to activate response protocols, automating workflows for communication and remediation without manual input. ### 44. Clear and reliable notification management for operations departments **Rating:** 4.5/5.0 stars **Reviewed by:** Kira E. | Emergency response coordinator, Mechanical or Industrial Engineering, Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2026 **What do you like best about xMatters?** What I like most about xMatters is the visibility that it provides regarding the people working on the issues. The site is linked to our cooperation systems and IT observation tools, therefore, each alert has a distinct owner. This can be used in our team to minimize confusion in service disruption. Its time scheduling and escalation functions help in supporting day to day operations, and high frequency usage makes sure that no critical incident is missed. It has ensured that the management of the IT emergencies has become more systematic and dependable. **What do you dislike about xMatters?** The initial challenge is developing notification workflows. It was time and testing to get it right in terms of establishing escalation paths and user schedules. As it is so important to us, any small errors in setting up can affect the delivery of alerts in the short term. Characteristics are high but the depth may be technical to the new team members. It makes the early adoption slow, but it does not impede the effectiveness in the long run. **What problems is xMatters solving and how is that benefiting you?** xMatters solves the problem of delayed or missed incident communication. Before using it, alerts could reach the wrong person or be overlooked entirely. Now, automated notifications ensure the right engineer is contacted immediately, reducing downtime. This benefits our IT team by keeping responses accountable and organized. In daily operations, it removes uncertainty during outages and helps everyone coordinate efficiently, which ultimately improves service reliability. ### 45. Now our team got coordinated alerts during critical events **Rating:** 4.5/5.0 stars **Reviewed by:** Chiara G. | Service Delivery Lead, Outsourcing/Offshoring, Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2026 **What do you like best about xMatters?** The best thing about xMatters is that it structures urgent communication in a manner that ensures that nothing slips through the cracks. I am able to use it on a daily basis to handle incident alerts, and such capabilities as automated escalation paths and group notifications guarantee that every team member is aware of their role in case of a serious situation. The system also ensures that everybody is on track and eliminates confusion, and high-pressure responses are less stressful and chaotic. **What do you dislike about xMatters?** The thing that I despise is the fact that notification flows may take time to set up or modify. In case of the change of teams or responsibilities, it is necessary to revise the escalation paths with additional attention. This has sometimes sluggled the responses of incident and placed manual effort on the managers to have the alerts delivered to the appropriate individuals, which may cause stress in the busy times. **What problems is xMatters solving and how is that benefiting you?** xMatters resolves the issue of lost alerts and unregistered communication in case of an incident. Messages used to be ignored and this led to delays and misunderstanding. Notifications are now sent to the right individuals, duties are made clear and responses are coordinated. This has enhanced teamwork, minimized the threat of downtimes, and simplified and forecasted the daily incidence management. ### 46. Streamlines On-Call Management with Room for Integration Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Rob P. | Escalation Management Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** October 30, 2024 **What do you like best about xMatters?** 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. **What do you dislike about xMatters?** 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. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to automate on-call rotations and capture missed email notifications, turning them into actionable alerts, improving response times and enabling holistic metric building for our team. ### 47. Seamless Integrations That Streamline Incident Response and Alert Escalation **Rating:** 4.5/5.0 stars **Reviewed by:** Jeannen G. | IT Service Management, Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2026 **What do you like best about xMatters?** Since I started using it, I’ve really appreciated how well it handles incidents and notifications, and how easy it is to use thanks to its seamless integration, which helps streamline alert escalation. I’ve also liked the templates and the rules engine, which make it easier to automate more complex workflows. **What do you dislike about xMatters?** The interface tends to slow down during peak traffic times, and support can also be slow to respond when I need help resolving certain issues. **What problems is xMatters solving and how is that benefiting you?** Our incident response and notification capabilities have improved in our high-availability environment. This has been especially helpful when issues escalate, and it has freed up time for other tasks. It’s incredible. ### 48. xMatters: Easy Workflows, Intuitive UI, and Powerful Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Waheed M. | Head of IT Incident Response, Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2026 **What do you like best about xMatters?** What I like most about xMatters are its integration and customization capabilities. The platform is also easy to use and to configure workflows, which helps facilitate communication. On top of that, it has an intuitive interface, and I really appreciate that. **What do you dislike about xMatters?** Some of the more advanced features are hard to implement without proper support, and the support team is consistently slow to respond. **What problems is xMatters solving and how is that benefiting you?** xMatters is a truly powerful tool that has improved our incident management efficiency. It’s been especially useful for setting up workflows and adapting them to our specific needs, and it helps facilitate clear communication during critical moments. ### 49. Streamlined Team Coordination with Room for Workflow Enhancements **Rating:** 4.5/5.0 stars **Reviewed by:** Jody S. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 04, 2026 **What do you like best about xMatters?** I like how xMatters facilitates a quick response to incidents and really improves coordination between teams. It works well because it helps me reduce the time needed to detect or restore a program. It's also helpful with team coordination as it allows me to send notifications automatically and track each incident. Additionally, the straightforward presentation simplifies the setup process. **What do you dislike about xMatters?** I would like to see improvement in workflow customization. Into report of you to facilitate incident analysis. **What problems is xMatters solving and how is that benefiting you?** I use xMatters to reduce the time needed to detect or restore a program. It helps with team coordination by automating notifications and tracking incidents, improving our response to incidents. ### 50. Practical Real-Time Mobile Alerts and a Time Zone-Friendly Interface **Rating:** 4.5/5.0 stars **Reviewed by:** Sanjay B. | Site Reliability Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about xMatters?** I like the mobile app because it provides practical, real-time alerts that let me assess and escalate incidents from anywhere. I also appreciate the interface, which works well for international rotations and across different time zones. **What do you dislike about xMatters?** Advanced customization options for analytical reports could be more detailed, and improving some margins of error would make the results more reliable. **What problems is xMatters solving and how is that benefiting you?** xMatters has been excellent and genuinely beneficial for helping us deliver stable products while minimizing downtime. There are still a few areas that could use some polishing to make it even better, but overall it works well. It has transformed our incident management process and noticeably improved our response times. ## xMatters Discussions - [How to acknowledge multiple incidents in one go instead of one by one](https://www.g2.com/discussions/51335-how-to-acknowledge-multiple-incidents-in-one-go-instead-of-one-by-one) - 1 comment, 1 upvote - [shoudl I type more stuff here](https://www.g2.com/discussions/32809-shoudl-i-type-more-stuff-here) - 1 comment, 1 upvote - [Why xMatters tool crashes sometimes?](https://www.g2.com/discussions/why-xmatters-tool-crashes-sometimes) - 1 comment, 1 upvote - [Can the option of xmatter be enabled only for few audience](https://www.g2.com/discussions/can-the-option-of-xmatter-be-enabled-only-for-few-audience) - 1 comment, 1 upvote - [Who is xMatters?](https://www.g2.com/discussions/about-xmatters) - 1 comment, 1 upvote - [View xMatters pricing details and edition comparison](https://www.g2.com/products/xmatters/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-03+20%3A58%3A47+-0500&secure%5Bsession_id%5D=ff45e6aa-c1ad-4d2d-8fe6-869397921dc4&secure%5Btoken%5D=9a97f2879e8505755b331bf8c4534c7a538b2d9c0b45a0069d2daffacb16e461&format=llm_user) ## xMatters Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Akamai Cloud Block Storage](https://www.g2.com/products/akamai-cloud-block-storage/reviews) - [Alertus Unified Mass Notification System](https://www.g2.com/products/alertus-unified-mass-notification-system/reviews) - [API Fortress](https://www.g2.com/products/api-fortress-api-fortress/reviews) - [App Dynamic](https://www.g2.com/products/app-dynamic/reviews) - [AppNeta](https://www.g2.com/products/appneta/reviews) - [AWS Lambda](https://www.g2.com/products/aws-lambda/reviews) - [Azure Analysis Services](https://www.g2.com/products/azure-analysis-services/reviews) - [Azure Monitor](https://www.g2.com/products/azure-monitor/reviews) - [Bitbucket](https://www.g2.com/products/bitbucket/reviews) - [BlazeMeter Continuous Testing Platform](https://www.g2.com/products/blazemeter-continuous-testing-platform/reviews) - [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews) - [CA Unified Infrastructure Management](https://www.g2.com/products/broadcom-ca-unified-infrastructure-management/reviews) - [CircleCI](https://www.g2.com/products/circleci/reviews) - [Cisco Prime Access Registrar](https://www.g2.com/products/cisco-prime-access-registrar/reviews) - [Cisco Webex Support](https://www.g2.com/products/cisco-cisco-webex-support/reviews) - [Control Tower](https://www.g2.com/products/firebend-control-tower/reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) - [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews) - [Elastic Stack](https://www.g2.com/products/elastic-stack/reviews) - [F5 BIG-IP Access Policy Manager (APM)](https://www.g2.com/products/f5-big-ip-access-policy-manager-apm/reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - [GitHub](https://www.g2.com/products/github/reviews) - [GitLab](https://www.g2.com/products/gitlab/reviews) - 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[vArmour](https://www.g2.com/products/varmour/reviews) - [Webhooks.io](https://www.g2.com/products/webhooks-io/reviews) - [Zabbix](https://www.g2.com/products/zabbix/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## xMatters Features **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **ServiceNow Apps** - ServiceNow Integration - Value **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Agentic AI - ServiceNow Store Apps** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Proactive Assistance **Agentic AI - IT Alerting** - Cross-system Integration **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top xMatters Alternatives - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) - 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