xMatters Reviews & Product Details

The one thing that really helps me is that when I don’t answer the page itself will automatically go to the next person on the list. I literally have to do nothing. Before this I used a spreadsheet, and a group text message. And also I can easily tell from the on-call calendar if it’s my week or not by just checking one place instead of having to open three different places. Review collected by and hosted on G2.com.

It’s very involved to set-up. Building one of these workflow processes in Flow Designer took me almost an entire afternoon, and while I’ve been using it for some time now I am still not 100% sure that I built it correctly. Also, it costs per user which may sound good at first but after you add the rest of your staff, it isn't good. For example, $40 a head a month is expensive. I’m not the one who has to sign the invoices either; I just know my boss has a little wince every time we want to add another person. Review collected by and hosted on G2.com.

The feature of xMatters that I use the most is Flow Designer. It’s a visual drag-and-drop style Workflow Builder where no coding is required. For example, I built a flow which when a high-priority alert was received, opened a ticket in our Service Desk, pinged our Team, and created a workspace for all of us to work the Incident together; none of us had to go through those steps again. The On-Call function works well also. If someone doesn’t acknowledge the page it will escalate to the next person in line. I can also integrate it with Slack, SMS or Voice Call as well. Review collected by and hosted on G2.com.

Reporting is the weakest part of xMatters. Reporting is pretty limited, and logs don't last long so we typically export data to our ITSM Tool in order to save it. Finding the workflow builder wasn't intuitive either. The first time or two I went through a lot of incorrect screens before finding what I needed. Petty complaint, however creating and modifying our on-call schedule is way more complicated than it should be. Review collected by and hosted on G2.com.

The main advantage of using xMatters - I finally have a solution for my alert issue; the problem is getting it to work. My favorite feature (that really helped) is that once a single person answers the alert, it stops bugging everyone else. We used to wake up at 2 am, and each of the three of us would try to do the task. At 8 am, we found out that two of us worked an hour on the same project. Now, the first person to acknowledge it kills it for everyone else, and if no one acknowledges it, it continues to move up the chain until someone does. It’s simply a rotation. Review collected by and hosted on G2.com.

The Notification Rules aren’t as granular as I’d like. I wish I could say “Page me via phone for critical items” and “Text me for other notifications,” and just leave me alone otherwise. But instead I’m spending time in there adjusting my notification settings based upon device and it’s always almost where I want it. Also, the On-Call Scheduling seems a bit confusing. Weekdays and Weekends seem to have their own individual Schedules, while Holidays appear to be individual entries. So making a change can cause me to click through trying to ensure I didn’t accidentally break coverage next month. Review collected by and hosted on G2.com.

It stopped us from using random scattered email chains to deal with broken systems and also it helps cut down on the back & forth which gets things fixed faster. Managers can just look at the dashboard to see if we are meeting our targets instead of bothering us for updates. Review collected by and hosted on G2.com.

The set up is just a total mess. Honestly. Admin stuff and fixing the workflows take way too much time to figure out. Sometimes i cant even find which alert is supposed to be mines cause the mobile app is super crowded. Also if they just made the interface less confusing it would be okay. Review collected by and hosted on G2.com.

It basically prevents us from ignoring broken servers. When a server crashes or someone calls the emergency number, it just identifies the correct person on call and harasses them until they answer. We previously used a real answering service and they did an awful job of sending us messages. Now it just goes directly to my phone. We don't have to take guesses on who is supposed to be working. It simply tells you. Glad we have it so I don't have to check my computer all weekend. Review collected by and hosted on G2.com.

I hate the calendar portion. Also holiday coverage is weirdly difficult to enter you kinda have to make each one a "one-off" and it doesn't make any sense. Trying to switch shifts with another member on the team is WAY harder than it should be. When you try to look through older alerts, the menu's can get confusing. If your not the person that created the original setup... GOOD LUCK finding anything. I just want to go to sleep, but I felt obligated to rant about the holiday coverage thing. Review collected by and hosted on G2.com.

xMatters directs the alert messages directly to the correct person assigned as on-call versus sending the message to the whole team at 3am. We found it relatively simple to integrate Datadog with xmatters and if a person does not respond to the first call then the call will roll over to the next person on the contact list. All good. It's great to see that the escalation rules appear to work correctly so I don't get called during my days off about some huge outage. Review collected by and hosted on G2.com.

I receive far too many duplicates of the same notification for the same problem until I mark them as acknowledged quickly enough. The screen navigation to make changes to your shift due to vacations is clunky. To override your schedule for one day you need to go through no less than five screens. They really should provide a feature to mute those awful sounding alert noises when multiple alerts come in at the same time. Review collected by and hosted on G2.com.

I am literally going to melt onto my couch. My eyes are extremely heavy. xmatters is good. It even knows when our servers go down before our customers yell at me. The other cool part about it is the alert gives you the root cause (as opposed to simply saying something is broke). We don't have to scroll through a million logs at 3 am to try and determine which part of our application has crashed. Review collected by and hosted on G2.com.

Honestly the cost of xmatters is outrageous for what it does. Creating the dashboard takes an excessive amount of mouse clicks and none of the menu options make sense. I hate how often the custom reports take forever to load. Sometimes they're loading and i'm sitting here waiting. I've got my thumb over the space bar on this old cracked screen. Getting new staff members trained on the system takes months as it's too difficult to train yourself. Review collected by and hosted on G2.com.

I appreciate that xMatters filters minor server spikes to avoid alert fatigue and sends vital outage information to our engineering shifts. Smart routing escalates critical issues to the right people immediately, taking our mean time to acknowledge from hours to minutes and saving engineers from manually checking system health. I like using the visual workflow builder to create complex escalation policies with unsurpassed accuracy, and our tech leads save loads of time by dragging and dropping custom alert rules. The automated shift scheduling calendar works great with time zones, mobile push notifications arrive with no noticeable delay, and customized message templates make sure responders get the information and error logs every time. Review collected by and hosted on G2.com.

I find the reporting module produces totally irrelevant insights about when and how incidents occurred historically. Past alerts also constantly generate an error and lock the whole web interface. Review collected by and hosted on G2.com.

I really appreciate xMatters for its tools for geo-targeted alerting and site boundary fencing, which help us send critical safety alerts or weather halt notifications specifically to crews within designated job sites. This keeps communication targeted and prevents unnecessary disruption at our other projects across the city. I also love how easy it is to automate audit trails for incident postmortems, making the process much smoother. Review collected by and hosted on G2.com.

I will be happy if they can improve the poor offline catching when reviewing past incident logs on low connectivity subterranean job sites. They can improve it by implementing an automatic background offline sensing mode that stores the last 7 days of incident logs, set emergency contact list and active playbooks directly on the mobile device local memory. Review collected by and hosted on G2.com.

I find xMatters really valuable for its rule-based routing, which helps us separate urgent issues from routine ones effectively. It ensures that delivery delays during business hours are directed to logistics managers, while those on Saturdays go to the operation director, ensuring that alerts are handled by someone who can make immediate decisions. I also really enjoy the mobile apps xMatters provides, especially since they work offline, aiding our staff who do not always have reliable coverage. This feature catches critical notifications so our drivers and warehouse staff can stay informed even without internet connectivity, preventing costly mistakes. Review collected by and hosted on G2.com.

I really wish they can improve the alert fatigue during peak season when the system becomes overwhelmed. Also, the setup was quite long and connecting our warehouse and transport system took 3 weeks because there was no direct integration. Building the alert rules took another 3 weeks as we had to figure out what actually warrants waking someone up. Support is generally solid but slower on a complex configuration question. Review collected by and hosted on G2.com.