xMatters Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I like being able to see who responded and when; this is useful later on when we need to explain why it took some time to establish a communication channel. Furthermore, it’s completely reliable—SMS, calls, and push notifications all work perfectly. As an incident manager, it meets my needs very well. Review collected by and hosted on G2.com.

The downside is that setting up a new group takes time, and I almost always end up calling support because something isn’t clear. Review collected by and hosted on G2.com.

I really like the escalation feature in xMatters. It's something I trust a lot because if the primary on-call engineer doesn't acknowledge the alert within five minutes, the system automatically escalates it to a secondary engineer and then to the team lead. Since we activated this feature, our average response time has dropped from around eighteen minutes to under four minutes. I also appreciate how xMatters integrates directly with our monitoring tools; it automatically triggers alerts from our monitoring system without anyone having to manually create a ticket first. This cuts down on delays during incidents. Additionally, the mobile app holds up well, sending push notifications, phone calls, and texts to engineers based on the severity of alerts. We've been using it for six months, and it hasn't failed us or caused any mismatches. Review collected by and hosted on G2.com.

Building and editing the on-call schedule is more complicated than it needs to be. Rotating schedules around holidays or one-off coverage changes take several clicks through nested menus. New team leads usually need a walkthrough before they can do it confidently. A simpler drag-and-drop calendar view for adjusting rotation would fix this and cut down the learning curve. Review collected by and hosted on G2.com.

The on call scheduling calendar is automatically updated in real time with our on call rotations. Alerts are routed to the appropriate engineer for infrastructure alerts and do not alert team members who are not working. We're grateful for the customizable mobile application signal override that weaves through standard phone silencing rules when severe issues happen during major operations. Review collected by and hosted on G2.com.

When creating notification trees for cloud operations that involve multiple steps, the workflow builder canvas is not responsive enough. Too many manual forms are submitted in the administrative portal to change group communication escalation paths. Review collected by and hosted on G2.com.

What I liked most is the speed and efficiency with which it automates the chain of calls and alerts. xMatters intelligently activates alerts in sequence for the right team, and its visual workflow engine is also very intuitive. Review collected by and hosted on G2.com.

I’ve noticed that the mobile interface, while functional, can sometimes feel a bit stiff when I need to quickly accept or reject a critical incident. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I like xMatters for its drag and drop ticket reassignment feature during incidents, which saves a lot of time in practice. It's easy to overlook on paper, but in actual use, when an incident escalates beyond the first responder and needs to move to a specialist, the reassignment happens in seconds without anyone leaving their incident console. This process used to require someone manually updating tickets in ServiceNow and sending separate messages. Now, ownership transfer and notification happen in one action, with the new owner having the full context immediately. Review collected by and hosted on G2.com.

Things that not really clicked with us is building custom security and compliance reports. It's where the platform consistently falls short for us, getting SLA bridge data into a format usable for weekly reporting. This requires exporting raw data, applying additional filters outside the platform, and reassembling everything manually. That process takes close to an hour every week for something that should be built-in, given how much incident data xMatters already captures. That time adds up in a way that feels unnecessary. Review collected by and hosted on G2.com.

I use it to automate incident notifications, and I appreciate being able to customize it for different types of incidents so the message is conveyed clearly and concisely. I also like the intuitive interface and the fact that I didn’t have to spend hours on training to get started. Review collected by and hosted on G2.com.

I’ve noticed that, at times, configuring certain flows can feel a bit complex, and simplifying that part of the process would be helpful. Review collected by and hosted on G2.com.

I appreciate how xMatters resolves the confusion around accountability when our systems falter by routing alerts directly to the on-call technician and escalating to me if unacknowledged. This ensures nothing slips past us during critical times. The value of xMatters for me lies in its ability to impose order when things go sideways, especially in a legal consultancy where confidentiality is key. The certainty of knowing who is responsible and that there's no duplicated effort or crossed wires is incredibly valuable. The on-call schedules provide clarity at a glance, ensuring alerts reach the right person immediately, which saves time and effort. Integrating xMatters with Jira Service Management and Datadog also enhances its functionality, tying alerts back to logged incidents and automating notifications. The initial setup was quite simple and without major issues, which I also appreciated. Review collected by and hosted on G2.com.

If I were to put my finger on a drawback, it would be managing team rotations. Our staffing shifts more than I would like, and keeping those changes current within the system requires a watchful eye. The escalation features are comprehensive, which is a double-edged sword, since even a minor adjustment can call for several steps. Review collected by and hosted on G2.com.

I really like the incident console features of xMatters, which have made a big difference in how our team handles live incidents. It automatically surfaces relevant history, identifies who owns the affected service, and allows us to draft updates directly from the incident console. This automation is a huge time saver as we no longer need to manually gather contacts and suggested resolvers during an incident response. It's particularly valuable during events with multiple simultaneous alerts, where the quick access to necessary contacts and information shortens the response time drastically. Additionally, the platform's reliability since transitioning to the cloud has noticeably improved, eliminating the maintenance burden of managing updates and infrastructure ourselves. Review collected by and hosted on G2.com.

Our ticketing system required the technical team to write the integration between IT and Smedes because the out-of-the-box connector did not support it. This dependency means anytime we needed a correction or an update to how the integration works, we had to go back to them, which was a reliance on vendor involvement for specific integration. This stands out as an inconsistency for a platform that promotes its low-code approach in most areas. Review collected by and hosted on G2.com.