xMatters Reviews & Product Details

The intelligent escalation paths are great, when our monitoring tools trigger an outage, xMatters does not hit the entire team, it follows our on-call rotation, attempts to reach the primary engineer first and then the backup if they are not reached. The integration with Slack and PagerDuty is two-way, so we can triage incidents without having to switch between applications, and when we're out on a call, we can still receive persistent alerts and notifications on the mobile app, even if it's on silent mode. Review collected by and hosted on G2.com.

It's not the most user-friendly setup in the beginning – getting a complex workflow and integrating with our legacy systems was quite a bit of work for their professional services team. Review collected by and hosted on G2.com.

I like the visual automation and workflow features, which are quite intuitive, as well as the ability to link technical monitoring events directly to alerts for the relevant teams. That’s what I really liked about xMatters. Review collected by and hosted on G2.com.

Managing the volume of notifications can feel overwhelming if you don’t set aside time from day one to fine-tune the filtering rules. Review collected by and hosted on G2.com.

I appreciate most about xMatters the structure it brings to our incident response. The automatic routing helps immensely with ownership during incidents, resolving what used to be a recurring pain point. Before xMatters, alerts created confusion with some team members assuming others were handling them. Now, there's clarity on who is on-call and what happens if they miss a page. This has lightened the mental load that used to rest on me. I find that xMatters makes excellent use of the on-call schedule to ensure the right person responds, and the escalation path kicks in as needed, which really streamlines our process. An incident like a sensor outage at 3am on a Sunday previously would have been chaotic, but last quarter it went from page to triage in just four minutes. The initial setup was pretty smooth, and we didn't face any major issues. Review collected by and hosted on G2.com.

The biggest friction point for me is managing rotations, since our schedules shift often with vacations, swaps, and coverage for new joiners, and keeping the system in sync takes work. The escalation path editor is powerful, but even a small change can mean clicking through several screens. A quicker way to handle routine swaps would save real time. Review collected by and hosted on G2.com.

What makes they helpful and reliable is the two-way notifications with xMatters. I didn't realize how valuable they were until we faced a live incident. It's great that when an alert fires, it doesn't just send a message and hope for the best. The responder can acknowledge, escalate, or decline directly from their phone, and the platform handles the response automatically. If no one acknowledges within a set time, it moves to the next person in the rotation. This is really helpful because not everyone gets paged, so someone not involved with the incident won't be disturbed, giving everyone more free time. Review collected by and hosted on G2.com.

The search inside the platform is not very good. I'm trying to find a past incident or a specific workflow and it takes longer than it should, and the results are not always what you were looking for. For a platform that logs everything, it feels like finding things should be easier. Review collected by and hosted on G2.com.

I really appreciate the flexibility and integration capabilities of xMatters. It connects with our existing systems and allows for customized notifications, which makes our response more efficient. Also, the initial setup was easy, and the process was smooth while working closely with the support team. Review collected by and hosted on G2.com.

I would like to see improvement in the user interface to make it more intuitive and easier to navigate. Additionally, enhancing the reporting and analytic features would help us better analyze incidents and improve our response strategies. More customization options for workflows would also be beneficial to tailor the platform more to our specific needs. Review collected by and hosted on G2.com.

I love the visibility into who's actually handling what, which is a breakthrough for my team. We've integrated xMatters with our incident tools, so when something goes wrong, I know immediately who is already on it, avoiding any chaos or frantic messages. The on-call rotations and escalation logic have definitely saved our weekends more times than I can count. It automatically reroutes unacknowledged alerts, which ensures nothing slips through, simplifying the 'whose turn is it' debate. This system allows us to continue focusing on our work without constant interruptions, and the initial setup was pretty easy. Review collected by and hosted on G2.com.

Building out the notification workflows used to be hard and time consuming. Getting escalation paths, rotation schedules, and group hierarchies dialed in took a solid two sprints of trial and error, and one misconfigured flow meant our junior dev got paged at 3 AM for a non-critical CSS issue. The platform is powerful, but newer hires on my team find the depth a bit daunting at first. Long-term, it pays off. Short-term, expect some growing pains. Review collected by and hosted on G2.com.

I love how xMatters has centralized our entire incident response process, preventing alerts and follow-ups from falling through the cracks. The automated escalation chains have greatly improved our security operations, halving our mean time to acknowledge incidents. Alerts automatically roll over to backup engineers if no response comes within five minutes, which means I'm not playing detective tracking down the on-call engineer. The two-way SMS and voice call integrations have been lifesavers, especially in low-connectivity zones. I can actually sleep at night, knowing that if the primary on-call misses an alert, it gets bumped to the backup within minutes without anyone babysitting the process. Also, the initial setup of xMatters was quick, which is always a plus. Review collected by and hosted on G2.com.

The mobile app's load time when pulling up incident details is an issue. At night during a critical alert, every second feels like an eternity. Thankfully it doesn't happen often, but when it does, it's enough to make you grit your teeth. Review collected by and hosted on G2.com.

I’ve appreciated the flexibility. Being able to tailor rules to different services, schedules, and criticality levels is excellent. Review collected by and hosted on G2.com.

It would be beneficial to have a more consistent experience across all modules, along with more customization options for dashboards and executive reports. That’s all. Review collected by and hosted on G2.com.

The automated escalation chains have revolutionized it - when an incident hits you don't have to go chasing down the on call teams. Our mean time to acknowledge has been cut in half with alerts automatically being forwarded to the backup engineers when the primary doesn't respond within 5 minutes. The two way SMS and voice call integrations also mean our field techs get critical updates even in low connectivity areas, like during a recent outage at a remote data center. Review collected by and hosted on G2.com.

It does take a little while to load up the information about the incident in the mobile app, which is frustrating at times when it matters most, especially at 3 AM when time is of the essence during an emergency, although it's not a frequent occurrence. Review collected by and hosted on G2.com.

Mainly, the routing logic makes this better than anything else we’ve used. The right person will get called at the right time, and you can create these types of flows without having to walk anyone through each step of the process. Our integration with our monitoring stack was less painful than I thought it would be. xMattters simply pulls in events and sends them off to where they need to go. Since we switched to relying on automated systems to determine which people to call instead of relying on people to decide this for themselves, our MTTR (Mean Time To Resolve) has gone down dramatically. We find managing on-call schedules simple enough as well, although our last system made this a major headache. Review collected by and hosted on G2.com.

Once you start creating complex work-flows, the flow designer can quickly become confusing and difficult to follow, it isn’t always clear where things are happening in relation to other things. The documentation is hit and miss; while setting up we had a couple of steps that seemed to have been written for a previous version of the software, so I ended up opening a ticket that I probably didn’t need to. As I’m sitting here on the couch after a long day, I am still thinking about the notification logs view, they seem to be much more difficult to navigate then they should be. We also found the pricing scale to be a little disheartening when we were looking to add additional personnel to the team. Review collected by and hosted on G2.com.