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.

I find xMatters incredibly helpful in tightening coordination when unexpected infrastructure issues arise. The platform makes it clear which engineer an issue has been assigned to, eliminating the confusion and duplicated effort that used to slow us down. I appreciate the organized communication during service disruptions, as it spares everyone confusion at already tense moments, enabling me to see the acknowledgment status and escalation paths clearly. This visibility means I always know whether an issue is being actively worked on, allowing me to keep customers informed confidently. The initial setup of xMatters was quite easy, and using it alongside tools like Microsoft Teams and Zendesk integrates well with our workflow. Review collected by and hosted on G2.com.

The one area that tests my patience is managing on-call schedules when our operations team rotates. Because our engineers sometimes shift duties depending on the project at hand, those schedules need careful checking within the platform to be sure the right people are the ones being alerted. If that isn't kept up to date, there's room for an alert to land with the wrong person, so it takes a watchful eye. It would help if the platform automatically adjusted on-call assignments when engineers switch projects and gave me a clear visual overview of who's covering what, so I could confirm the right person gets alerted without manually checking after every rotation. Review collected by and hosted on G2.com.

We're very impressed with xMatters and how it allows us to manage all of our global infrastructure's complex incident response processes. The automatic escalation paths guarantee that key alerts on all systems are immediately conveyed to the appropriate persons and with no human intervention. The intuitive drag and drop interface for creating flowcharts of communications is greatly appreciated by our engineering staff. Review collected by and hosted on G2.com.

Set up is extremely confusing, with a long process of complex steps. It is an utterly exasperating process to create a customised report that is frustrating and pushes users to export raw data out into a separate spreadsheet application. Review collected by and hosted on G2.com.

I consider the biggest benefit of xMatters to be the fact that I no longer waste time trying to figure out who should handle an alert. It centralizes all the alerts from our monitoring tools and routes each one to whoever is on duty. The on-call scheduling is rock solid, which won me over. I set up my rotation once, wired it to Slack, SMS, and voice calls, and the system takes it from there. The real strength is the integration. It hooks into Jira, Datadog, Zendesk, and pretty much every system in our stack, so alerts flow where they need to go without manual wiring. The escalation logic seals the deal: if someone doesn't acknowledge a page, xMatters bumps it up to their manager automatically. It means alerts from across my stack land in xMatters automatically, keeping my incident response fast and saving me from babysitting each tool separately. Plus, the initial setup went pretty easily. Review collected by and hosted on G2.com.

The interface is the weak spot. The on-call calendar has a handful of cosmetic quirks, and telling users apart at a glance is harder than it should be. These were sore points when we first rolled it out, and they haven't moved much since. Licensing cost is another thing that gives me pause. Review collected by and hosted on G2.com.

What I like most about xMatter is how customizable the workflows are. I can create different crisis scenarios and establish specific protocols for our team to follow. Review collected by and hosted on G2.com.

There are good training resources available; however, I’d like the tool to feel more intuitive right from the start, since it takes some time to get familiar with the interface. Review collected by and hosted on G2.com.