xMatters Reviews & Product Details

xMatters Overview

What is xMatters?

xMatters helps enterprises prevent, manage and resolve IT incidents. xMatters industry-leading Service Availability platform prevents IT issues from becoming big business problems. Large enterprises, small workgroups, and innovative DevOps teams rely on its proactive issue resolution service to maintain operational visibility and control in today’s highly-fragmented IT environment. xMatters provides toolchain integrations to hundreds of IT management, security and DevOps tools. xMatters is the primary Service Availability platform trusted by leading global companies and innovative challengers including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, Intuit, NVIDIA, Sony Network Interactive, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.

xMatters Details
Website
Languages Supported
Arabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, Hebrew, Hindi, Croatian, Hungarian, Icelandic, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Albanian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)
Product Description

xMatters is an intelligent communications platform that connects insights from any system to the people that matter.


Seller Details
Seller
xMatters
Company Website
Year Founded
2000
HQ Location
San Ramon, CA
Twitter
@xMatters_inc
2,957 Twitter followers
LinkedIn® Page
www.linkedin.com
230 employees on LinkedIn®
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xMatters Reviews

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

xMatters can integrate with over 200+ other applications (many of which my company uses today) to better drive automation end to end! We have also been able to utilize its API webhook features to tie it into our homegrown applications as well, greatly increasing the benefits the product has to offer! Also, the tools GUI is very intuitive, making it easy to create forms and flows. Another cool feature is the ability to create flows in a Non-Prod environment and test them out before moving them over to production. Review collected by and hosted on G2.com.

What do you dislike?

For manual workflows, there is not a way to copy and paste a picture to a field easily, you must use an image URL instead. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to leverage xMatters for automated email, voice, SMS, and Slack notification on all critical alarming for our companies most customer-facing applications. We no longer need to draft manual emails or perform call outs to support teams for incidents. This is not only creating greater accuracy in assuring the right support groups get targetted in a more timely manner on the right incidents, but also creating huge cost savings for the company as less time and resources are needed for these repetitive tasks. Currently, we are working on using xMatters Twilio integration to mimic and IVR phone system that some teams prefer using, instead of utilizing a 3rd party for this service. Review collected by and hosted on G2.com.

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Deployment Project Manager (IT Project Manager / Information Technology Project Manager)
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Relative ease with which I can navigate the web and iOS versions.

I like I can set custom wait times between alert modalities. Review collected by and hosted on G2.com.

What do you dislike?

No options for less klaxon-like ringtones for low priority alerts.

Apple Watch app doesn't work with the Watch OS 7.

Would like Siri shortcuts and voice integration.

An Amazon Alexa integration for alerts would be helpful, although it would need to have options for certain hours and days of the week.

Can't add more than one phone of the same model for alert hierarchy.

Doesn't seem to have a dark mode option.

In regards to the Microsoft Teams bot, I would like to see an autocomplete behavior when I start typing the name of an assignment group.

Don't like that the Absence function sets the end date as tomorrow - most of my absences start and end on the same day. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

When switching to XMatters, be sure to re-evaluate the organization of your assignment groups, trimming, eliminating, merging, and creating as necessary. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Knowing, without fail, who is on call for an assignment group; and making sure there is 100% coverage within my own team with the absence scheduling feature.

Also, xMatters allows for a degree on non-repudiation in terms of users saying that they never saw an alert. I do like how I can view the results of an acknowledge in the historic details for an interaction in our service management portal. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for your review of xMatters, Phil. Dark mode became available with our Hogan's Alley release earlier this year. Check xMatters release notes for all the details.

Any enhancements you would like to see can be shared to our online community or as a support ticket. We'll be happy to note the business case you are trying to solve along with the functionality you are looking for.

We appreciate your sharing your thoughts about xMatters.

Open Discussions in xMatters
Application Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Great opportunities for training and accessible at any price point - including a limited free option.

Also Customer Service/Support has been very responsive when we have had questions or issues. Review collected by and hosted on G2.com.

What do you dislike?

The only thing I have come across that I don't like is that so far the training opportunities all seem to be based on the Pacific time zone. This really isn't much of a complaint! Otherwise the product has been great and easy to use.

One additional item is that the Apple iOS push notifications seem to be buggy at times, but support is aware of the issue and is working on it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take advantage of the training and the online help articles. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use xMatters as our incident notification system that is integrated with Service Manager. We are a large health care organization with a robust IT department - many of the applications & services used in our facilities are supported by our IT department and if there is an issue with any of them, patient care could be compromised. It is important that notifications are delivered immediately to the On-Call person who can solve the problem. xMatters helps us route those incidents correctly. We also use xMatters to notify teams of non-emergency tasks or change requests. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for your review of xMatters and sharing your use cases at the healthcare organization where you work. We appreciate your feedback!

Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

We use xMatters for all of our communications for HP Service manager ticketing, and alerting. Our on-duty team and incident management processes rely heavily on xMatters. xMatters helps us with monitoring and addressing the production issues at the earliest. Ease of use, simple interface to replace existing on call person with another person, schedule management and alerts are few things that I like in xMatters Review collected by and hosted on G2.com.

What do you dislike?

The interface can be even more intuitive.

Sometimes, the alerts for the job failures are not real time and sometime xMatters tend to miss few alerts for failures.

A ticket requires multiple acknowledgements to make the notification inbox disappear. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The best tool for incident management in a large scale organization. xMatters is instrumental in easing communication barriers and focusing on incident resolution. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Production failures notification to on-call team, CAB and peer review meeting alerts and for scheduling on call calendar for the on call team. We also use xMatters to acknowledge a failure in production notified by HP Service manager. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for the great review of xMatters, Vivek! We strive to be the solution of choice for large enterprises.

We encourage you to share feedback on the xMatters user experience via our online community or a support ticket. We are always seeking customer input to improve our platform. The support team does an excellent job of synthesizing customer comments with the internal product and engineering teams to incorporate feedback.

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Excellent integration with other workflow applications, as well as notifying and contacting other employees. xMatters can be tied into ticketing and notification programs such as Jira and Slack to quickly, and automatically notify and log incidents, as well as monitoring alerts. xMatters is also used to notify staff during off-duty hours. Review collected by and hosted on G2.com.

What do you dislike?

The UI can be a confusing at times, and it can take a little while to sort through the various menus and find what you're looking for. Workflows are very powerful tools, but as part of that there are many options, and many different menus that need to be sorted through, which can be confusing and take time to find the right option. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Reach out to the support team with any questions. They are knowledgeable and extremely helpful when tailoring xMatters to fit your solution. Learn the xMatters workflows. They are very powerful and can solve many problems. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

xMatters is helping to notify off-duty staff, as well as streamline Incident Management. Having xMatters has given me a single location to notify staff members when something is wrong. This has saved me time and effort since I don't have to track down who is charge of an application/system, and how to contact them. xMatters also helps with my Incident Management process. It can automatically create incident tickets, as well as open Slack channels to create places to discuss and address the incident, as well as logging afterwards. Review collected by and hosted on G2.com.

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Software Engineer
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

The integration between ServiceNow as well as xMatters is simple to configure. We in addition have a conference program also I love the feature which allows users to join our own host bridges from xMatters also it is tailored to exactly how the item is usually to be used. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes it is problematic to maintain pace with xMatters and the basic code changes, etc. It is then hard for us to maintain pace with ServiceNow as well as our integration and development with xMatters. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Primary product. - Product that is important. Meets virtually all the requirements of ours and wherever it might not be the root cause of the item, it's likely not the creativity or even use in the company of yours. Have a chat with xMatters, since the item can do a great deal for yourself and the group may also suggest areas that you don't desire to check. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We in the past referred to a homegrown program to determine who and when... With a button click we're currently using xMatters and quickly buy the teams/individuals involved. We additionally make use of xMatters for executive management interaction, so not merely is a contact informed, but moreover SMS. Review collected by and hosted on G2.com.

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ANALYST
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Xmatters is a good software tool which helps as a good management tool. You can use xmatters tool to integrate with other software and the most important thing i like the most is we can intimate for automated calls and messages to users in case of emergencies .It is a very reliable software in which the user interface and everything is quite good it is a very nice software in which we can use it for multiple works. Review collected by and hosted on G2.com.

What do you dislike?

What i dislike is the problem which arises in the automated calls and messages. Sometimes we do not receive calls and it is an unresolved issue and we can trouble shoot these issues by some necessary steps. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I strongly recommend xmatters to be used because it is one of the most reliable software i had used . It can be used for various purposes and one of the main use is as an incident management tool which integrates with various other applicatios for solving complications. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The problems which we solve with Xmatters are we mostly using it as an incident management tool. And we do solve some issues which can be done only through Xmatters alone.

It is a very good software in which we can easily create on incidents and work on them.

It can be used for automated calls and messages too Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for sharing your feedback on xMatters, Ignesh! It's great to hear you are using xMatters as your primary incident management platform while also developing other interesting use cases through integrations and workflows. Keep up the good work! Our support team is here for you if you need us. Thanks for sharing your experience with xMatters.

Consultant
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
Response from Francois Groulx of xMatters

Awesome review Ashish! Glad to hear we were able to have an impact on your business in this way and that your had a good experience thus far with setting up xMatters for your notification needs.

Python Developer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

It may be used without difficulty. Easy in order to explain to end-users as well as showing their user profile navigation. Review collected by and hosted on G2.com.

What do you dislike?

xMatters does not have any capacity to make major group or user changes. A good example is the fact that if a brand new manager is employed, I've to click and stuff each team to change the call organizations he manages. There is possibly a chance to open up in a brand new window. Or perhaps if a brand new manager usually takes over a team, I am going to have going to every person to make the brand new manager. A number of managers may have much more than fifty individuals reporting to them. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

There is usually the support staff to help you. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

xMatters made it easier for on call contact staff. For each department which had folks on call, the company of ours will use Excel sheets. User errors could be triggered if the Excel sheet wasn't updated on the supervisor side so that the person couldn't read its correct phone number. It eliminates the hunting number from the situation with xMatters. Users can search for the staff they require and can simply transmit them a personal message utilizing the incorporated message function. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for the review of xMatters, Saiswarup! We are glad you had an easy time setting up and using the platform so it is more efficient to contact on-call staff.

You may be able to make more efficient user changes with the xMatters user upload feature. Please contact our support team if you have not done so already to understand options to make this easier.

We appreciate the sharing of your use case and feedback on xMatters. Thank you!

Service Desk Team Lead, Digital Technology
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

*The overall ease of use of the system (user friendly) both the web and mobile app.

*Being able to get the app customized specifically to what is required by your company.

*Escalation reporting has never been easier with this app. Simple form to fill up and click send to notify the required parties of what is going on and next point of action.

*System reliability - available when we need to use it. ( no downtime's faced since we started using xMatters )

Not forgetting the support from the xMatters team on the quality of training's provided by their in-house team (Richard Selby) and frequent follow-ups by their Customer Success Director (Kerin Munro). Review collected by and hosted on G2.com.

What do you dislike?

Nothing to dislike about this app at this time as we have not had any issues so far. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Being able to ensure we have all the right teams involved immediately when something goes down. Review collected by and hosted on G2.com.

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Major Incident Manager at Caliber Home Loans Inc.
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The ease of use. It's easy to send an alert and to pre-configure canned alerts/templates. Logging in and sending a message to the business is very seamless. Then interface is easy to use and the reporting functionality is a great value add. Review collected by and hosted on G2.com.

What do you dislike?

There's really not much to dislike. Especially once you realize the full potential of the FLOW system, which has a lot of amazing features already. I really like the ability to customize the individual messages using basic HTML tags. That feature comes in handy more often than you think. But if I have to pick something I'd say no out of the box screen sharing functionality. It's important to us to be able to easily collaborate therefore not having a shared screen native to the app is a drawback. I would like to see this feature added out of box and not via a 3rd party app integration. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would recommend hooking into one of the apps that allows screen sharing. The app itself is great but the need for screen sharing will quickly become a need for faster triage and resolution. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are using to help with mass communication across multiple business units. Our response times to outages has vastly improved and senior management stays informed. We send hourly updates several times a week and it is crucial we get them out fast. XMatters makes that possible and very easy. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for that great review of xMatters, Chris! Your point about having native screen sharing ability built into the product is duly noted. With the advent of so many other solutions for that such as Zoom, Teams and others it is not something we have had as a common ask. We supplement tools you already use daily to coordinate efforts for collaboration and more often than not we see users leverage links to a screen share meeting or external bridge which allows for such interactions to take place. We will take this feedback under review though so stay tuned to what we come up with!

Thanks again for sharing your thoughts about xMatters.

Field Service Technician
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

It works like advertised, and I really appreciate that. I love there is a dark mode. It makes it so much easier on my eyes. My pages always come in on-time which in my job could mean life and death. I work at a Hospital so each page could be a life support system going down. So my pages need to be on-time. Without Xmatters we would have to rely on email or phone calls, and we all know how unpredictable that could be. So we really appreciate everything Xmatters provides to our company. Review collected by and hosted on G2.com.

What do you dislike?

The pager sound choices. I wish I could use my own notification sounds. If the app would let you choose your own there isn't much else I can think of for things I dislike. When I am on-call I have to keep my phone turned up loud to wake me up in the middle of the night. The worst part about that is the pager sounds to choose from. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would say give it a try you will be very happy you did. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I solve IT related issues. Hardware and software Healthcare computer issues. Life system support hardware. I get tickets on Microsoft products as well as many other softwares. Xmatters helps my company get the work that needs to be done to the right people in the shortest amount of time, and I know the Doctors, nurses, administrators, patients appreciate that at our Hospital. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thanks Josh! That review of xMatters is great. We like to hear how it is making a difference for your hospital as well as learning what you think can be improved.

The sound choices that are offered are only limited by what is on the device. Of course we install some of our own custom sounds but there is room for you to choose your own preferred tones and chimes. Contact us if you would like to get more information about this. We want to make your experience with xMatters as good as possible.

Director- Information Technology
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

xMatters is a true partner, focused on your success. From great web content and tutorials to exception customer service, they've helped us successfully implement and continue to automate engagement, notifications, and Incident creation. Review collected by and hosted on G2.com.

What do you dislike?

The only thing I'd love to see is administrator functionality in the mobile app. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

After vetting three vendors for several months, we had no trouble making a final decision to move forward with xMatters. If you're looking for a terrific, simple to use platform for escalations and notifications that easily integrates with many platforms, look no further. Literally everyone I have interacted with at xMatters has been top-notch, and more than happy to help with anything we need. They've been an amazing partner, and I'd recommend them to anyone looking for a great platform and support staff to move their business forward. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Seamless escalations through support staff. Automated escalations and Incident creation options for Dev-Ops team members reduces time to resolution and frees up help desk staff to focus on the next call. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

What a glowing review of xMatters, Adam. Thank you! It's always great to hear our customers feel taken care of and heard.

We noted your request for administrative functions on the xMatters mobile app. The intent behind the app was to easily send a manual alert, receive any incoming alerts and search if and when you are on call. With that said the app is constantly evolving so it may come in the future.

Thanks again for taking the time to write a review!

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The UI is clean, and the mobile app is well thought out. This allows me to leverage the power of the UI when needed, and let me still be useful when I am out and about. Already powerful "out of the box", xMatters has MANY integrations to both link it to other tools (incident management) as well as to chat apps (Gchat, slack, etc). It is highly configurable so that each user can set up their alert settings in whatever manner works best for them. Review collected by and hosted on G2.com.

What do you dislike?

It easy to overwhelm users with data, alerts and reporting if you add them to too many groups and do not tighten down your Default settings. There is enough horsepower under the hood that you will want a dedicated team to installing, configuring and maintaining the xMatters software. Otherwise, you won't squeeze the most out of the tool suite. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

xMatters compares well to other similar software I have used in the past, such as VictorOps or PagerDuty. It has more features than either of these, but that is both a pro and a con. If you are looking JUST for alerting software, you might have a quicker time setting up either of the others. If you need a full suite of tools and integrations, xMatters will be what you want. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We mainly use xMatters to page on-call personnel and give them the tools to create and manage incidents using a different tool integrated with xMatters. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for sharing those comments with us Matt! As an enterprise solution it's important to be flexible and powerful at the same time and you highlighted that well. If there is any way we can improve xMatters user experience, please let us know. We're always there to help.

AT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

xMatters makes it easy to ingest alerts from other sources and then either automate a response based on the incoming message, or send out an alert to an on call technician so they can take care of the issue before our customers know there is a potential problem with their service. Review collected by and hosted on G2.com.

What do you dislike?

Today, we have a lot of our alert sources grouped on our dashboard under the "Other Sources" title which makes it difficult to get an in depth view of where most of our alerting is coming from quickly. I'd like to see the xMatters dashboard evolve more to include all sources and to stop grouping them as "other sources" in the dashboard view. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

xMatters has allowed us to alert on any product we want to. Whether through a built in API, or via a custom webhook, we're able to consistently alert across all of the products and services we support and make sure that alert gets to the right technician if escalation is necessary no matter what time of day. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thanks for your review of xMatters and sharing the workflow automation you are using to alert technicians. We are constantly evolving our platform and how event signals are understood and visualized. You can now share up to six sources at a time in a given dashboard widget. Please reach out to our support team who can facilitate a discussion on your expanded use case to show more sources at once. We are always interested in learning about our customers' specific needs. Thank you!

IF
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

User interface is very good and acknowledgement too. Review collected by and hosted on G2.com.

What do you dislike?

some groups are not configured other than that it is cool. What differentiates xMatters from any other alert system is that the xMatters employs a two-way communication to alert or notify the concerned personnel in case of an emergency. This means that not only the managers get to send alerts to the on-ground staff, but the staff can also send real-time updates about the situation to their managers. Moreover, the automation of alerts and notifications allows the enterprises to get fastest possible alerts in case of an emergency. The automated alerts not only trigger at the time of an emergency but also could be leverage to remind the staff about the upcoming maintenance dates. The sending and receiving of notifications are targeted so that only the concerned personnel are alerted and engages in the case of an incident and not all the employees of the company are sent with unnecessary notifications. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I will sure recommend to company if they avoid using phones and need better solution. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Priority 3 tickets needs to be paged so I am taking the benefits of xMatters like prompt response. We can also know the members of the group, like who are currently active, page is delivered to whom etc. xMatters is a cloud-based alerts and communication management platform that enables companies to take actions quickly and effectively during incidents. With the help of this solution, a business process or application can instantly trigger an automatic, two-way communication system, which can be in the form of SMS, email, voice, or text, in the case of an incident or emergency. This way, companies can prevent an incident, or resolve a problem more efficiently by informing the concerned personnel in time. Thousands of global companies from a wide range of niches use xMatters to run their operations smoothly. They include medical organizations, IT firms, Government authorities, Disaster management authorities, Supply chain companies, and much more. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for your review of xMatters! We're glad to hear your team is making good use of our automation and contextual alerts to mitigate issues fast.

If you need assistance/tips with group configuration, don't hesitate to reach out to the xMatters support team or online community. We are always happy to help our customers.

UF
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The fact that we can configure multiple devices per user, and that we can manage our devices, instead of sending a sevrice request to the team that administrates it. Review collected by and hosted on G2.com.

What do you dislike?

I installed the xmatters app on my ipad, and added my cellphone and my Ipad as devices in my profile. But even if I specify that I only want to receive High priority calls, I still receive every calls, from low to high priority... Review collected by and hosted on G2.com.

Recommendations to others considering the product:

In my opinion, xMatters is a good product, easy to use.

I only have an issue about priorities, as described before, but we'll look at it and probably open a support ticket to xMatters about that. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have Azure alerts to monitor our resources in Azure, and those alerts sends notifications to twilio numbers, that are managed in xMatters.

We also have Dynatrace alerts sent to the same twilio numbers. The benefits are in the managements of the schedules and devices. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Easy of use, smooth, no bugs. All options @ finger tips

inbox gives and option to view and respond to alerts

you can add and modify devices very easily.

tutorial and videos helps when stuck or have any questions

anyone can read detailed action plan reviews done by another engineer.

easy to log in.

easy to save data.

its easier to edit entered details in the ticket.

its easier to edit entered time in the ticket.

.its easier to edit entered time by your team mate in the ticket

Sign in page is very clear

reports are clear and precise

detailed action plan can be sent to other user and he can just click on the link to open the action plan

you can make yourself absent for some times and add another user as primary oncall

you can check detailed schedule for oncall and handover

in users you can check which user is holding which teams oncall as one click

can check historical oncall

you can also check group performance

in users you can check which user is holding which teams oncall as one click Review collected by and hosted on G2.com.

What do you dislike?

Nothing for now.Nothing for now.Nothing for now.

its sometimes hand.

Nothing for now Review collected by and hosted on G2.com.

Recommendations to others considering the product:

saves time, ease of use. easy to check who is oncall and and can schedule on call.

anyone can read detailed action plan reviews done by another engineer.

easy to log in.

easy to save data.

you can add and modify devices very easily.

tutorial and videos helps when stuck or have any questions

detailed action plan can be sent to other user and he can just click on the link to open the action plan

you can make yourself absent for some times and add another user as primary oncall

you can check detailed schedule for oncall and handover

in users you can check which user is holding which teams oncall as one click

can check historical oncall

you can also check group performance

you can check use r performance

supportive oncala engineer to assist when xmatters is down

In addition to making my review available on this site, the provider of the product I reviewed: a) may use this review, my name, and likeness for advertising and promotional purposes, as described under the Terms of Use, and b) contact me about being a reference. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

saves time, ease of use. easy to check who is oncall and and can schedule on call.

anyone can read detailed action plan reviews done by another engineer.

easy to log in.

easy to save data.

its easier to edit entered details in the ticket.

its easier to edit entered time in the ticket.

.its easier to edit entered time by your team mate in the ticket

Sign in page is very clear

reports are clear and precise

with group you can organize oncall for your team and check for other team

inbox gives and option to view and respond to alerts

you can add and modify devices very easily.

tutorial and videos helps when stuck or have any questions

detailed action plan can be sent to other user and he can just click on the link to open the action plan

you can make yourself absent for some times and add another user as primary oncall

you can check detailed schedule for oncall and handover

in users you can check which user is holding which teams oncall as one click

can check historical oncall

you can also check group performance

you can check use r performance

supportive oncall engineer to assist when xmatters is down Review collected by and hosted on G2.com.

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AS
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The large number of integrations into other applications makes it easy to automate tasks through the pipeline. xMatters allowed us to easily transform issues into alerts based on the severity and ensured that the right teams were involved. The amount of customization available made it much easier for our team to achieve exactly what we needed. In addition, the support team is great and was always willing to spend their time on the phone with me, working to make sure our needs were met. Review collected by and hosted on G2.com.

What do you dislike?

Wish there wasn't a license required for email-only users, makes it a bit more difficult to integrate with systems that only send email alerts. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The problem of ensuring that the proper teams are alerted for issues in the appropriate time frame given the severity of an issue. xMatters does its job at making sure somebody responds. The ease of customization with scripting and workflows makes tweaking the app integrations to meet your needs much easier. Review collected by and hosted on G2.com.

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Operational Support Engineer
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Not only does xMatters continue to provide amazing value for money - it's also constantly being updated, improved and upgraded to allow us to further enhance and integrate it into our applications and incident workflows. Customer support is fast and knowledgeable and the online forums, lessons, examinations and tutorials are best in class. Review collected by and hosted on G2.com.

What do you dislike?

Not much! You might end up stuck down a rabbit hole once you realise the full potential of the FLOW system, which has a lot of amazing features already, but will need you to know javascript if you want to go 'off piste' for your requirements. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

There's a free version! I would check that out as it allows you to use the product before deciding if it's right for you. Check out the forums and the other online tools as well so you can get an idea of the product and the support. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have changed our notification workflow from a manual one, to a fully automatic one through the implementation of xMatters. The means that from incident start, to end - we have the right people involved, informed and updated with the latest information. xMatters also updates other application to provide clear timelines of events which are essential for post incident analysis. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for that great review, David! We really appreciate all the feedback about your successes and how xMatters has helped your team transform its processes. If we can help out in any other way don't hesitate to reach out!

Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

xMatters help in notifying for the major incidents immediately, as they have stringent SLAs. Review collected by and hosted on G2.com.

What do you dislike?

Auditing is not that capable plus license bifurcation isn't provided over tool Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

1. It helps in immediately notifying for the critical incidents

2. It can also serve as a incident management tool (as featured over Joust release)

3. A backup can also be setup if a resource is out Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for your review of xMatters, Priyanka! It's great to hear how we are helping to facilitate and manage your critical incidents effectively and keep the most appropriate team members informed.

We did note the feedback about auditing and licensing management in-product. xMatters is built around flexibility and uniqueness of each company. Do work with your xMatters account manager so we can deliver the best possible service for your needs today while we continue to find a flexible yet comprehensive way to move your requests into the product.

UH
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

I like the messaging feature that allows others to communicate to me directly. This is especially important when there are major issues and I need to be notified to join a conference call. The interface is nice and smooth. I also appreciate the ability to log in to track my history. It is extremely helpful to be able to track my hours for overtime logging. Our company also uses Xmatter as a means to communicate on a wide scale when major events occur. One of the best features is the fact that I can use it on my phone and my PC. There are several time where I am walking around our hospital and cannot check back with my PC and the only form of communication is via my phone. This keeps me constantly in the loop. Review collected by and hosted on G2.com.

What do you dislike?

I dislike the that I cannot customize my alert sounds which are critical for when I am on call. It would also be nice to also differentiate sounds per priority levels. There is also some slowness loading my messages but that may be due to the connection of my phone. Also would like to have a dark mode. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is a well rounded product Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I am a IT field service tech at a hospital. Xmatters allows me to get alerts on my phone while I am mobile so I do not have to return to my office to check for any helpdesk tickets. It allows me to be more mobile. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters

Thank you for your review of xMatters! I noticed your comments about our mobile app with the notification sounds and dark mode ability. I did want to take a moment to highlight we DO have dark mode as of our February update this year as well as customizable sounds for the app via the app's settings. Check out our Hogan's Alley release notes about dark mode and for custom sounds check the app settings (Settings > System Settings > tap on High/Medium/Low priority event text instead of the toggle and check the settings that unleashes!)

We appreciate all your feedback and hope that this improves your experience with xMatters!

UB
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

I like that we can configure shifts, set escalation timings and then customize how individuals get notified (which devices, by call or text, etc). We can also schedule absences in a particular shift when needed. Review collected by and hosted on G2.com.

What do you dislike?

I wish we could turn off voice message (while still keeping calls). Maybe this is a function already not sure, but we tie xMatters with a ticketing system, and an automated voice message reading off a string of numbers doesn't add value to most ppl I imagine. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Many teams still rely on emails to manage their operations queue, or seek out individuals via personal devices or web messaging during production problems. xMatters let's us direct users to reach out to the group to avoid missed communications when response time is important.

The shifts/escalations give us some peace of mind as well, because we are not relying on a single point of failure. Review collected by and hosted on G2.com.

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Response from Francois Groulx of xMatters