xMatters Reviews & Product Details

Honestly just glad it works as expected when an actual incident occurs and the best part is the mobile app, and how well it uses automated work flows to handle alerts. Once an item goes down, it sends the notification directly to whoever is scheduled to be on call and I can then just approve or acknowledge from my phone. We also integrated it with Microsoft teams and our monitoring software so you could jump right into the thread for the specific issue rather than dig around trying to find it. Review collected by and hosted on G2.com.

When switching tabs in the web interface, the search bar resets and deletes the number that was being typed, so you would have to type it all back in again, which really gets annoying. In addition, reporting is very limited and if you want to access more advanced data you essentially have to download a CSV file and manipulate it by hand. Review collected by and hosted on G2.com.

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 like that xMatters activates response workflows based on monitoring telemetry and automatically identifies available primary engineers, with voice calls starting within seconds. The visual workflow builder creates multi-branch event triggers without custom code, and escalation tables reliably pass unacknowledged alerts to secondary responders across time zones. The mobile app reliably sends push communications even under severe network conditions, and its single-tap buttons collect incident response options in custom form fields. Continuous synthetic health checks of signal paths also prevent hidden alert suppression. Review collected by and hosted on G2.com.

I found the initial setup a bit complicated. The administrative interface takes too long to load when I create shifts for large engineering departments. I also can’t filter historical audit logs by specific microservice identifiers, and bulk schedule imports from a CSV template don’t indicate which data lines failed. I’d like quicker drag-and-drop shift scheduling in the roster view, and custom response buttons with native webhooks to reduce the work of maintaining the API. Review collected by and hosted on G2.com.

I like xMatters' on-call schedule and temporary overrides for managing property coverage. I can account for leave and shift swaps without rebuilding the regular rotation, which helps when an engineer temporarily covers another property. I also like the flow designer for setting up different response paths for different building incidents, so an HVAC issue can follow a different notification path from a major water leak and involve the right teams without notifying the entire portfolio. Acknowledgement and escalation also help me see whether someone has responded instead of assuming that sending a message means the incident is being handled. Review collected by and hosted on G2.com.

I find property-specific workflows difficult to maintain because buildings have different contexts, access arrangements, and service providers. A clearer comparison view for related workflows would make portfolio-wide changes safer. Some property managers who rarely use xMatters find the operational details overwhelming when interpreting event information; a simpler view showing the incident, current responder, and next escalation would be more useful. I also found implementation moderately difficult, mainly because our contact and coverage records needed cleaning up first. Review collected by and hosted on G2.com.