I like the ability to guarantee immediate and auditable communications during critical incidents. I also appreciate its integration with tools like Splunk, which allows me to track the entire lifecycle. Plus, the initial setup was easy. Review collected by and hosted on G2.com.

I wish the direct integration with risk management internal tools wasn't so limited. That's all. Review collected by and hosted on G2.com.

Queue configuration works very good. I use SLA tracking almost daily for our SOC tickets and it has never failed me. The drag and drop reassignment of tickets during incident responses saves me probably two or three hours a week, depending on the number of tickets being worked, which is a savings that adds up. Having the ability to integrate with slack allows me to stay focused on working the incident without having to constantly switch between tabs to look at the status of the alert. Review collected by and hosted on G2.com.

Reporting is terrible when you want to create your own security metrics. Getting SLA breach data means you will be using additional filters, exporting the data and taking additional time and approximately an hour a week, which is frustrating, just to complete my weekly compliance reporting. The mobile interface is basically unusable while attending stand up meetings and I am squinting at the screen trying to locate what I need, while waiting for the bus. Review collected by and hosted on G2.com.

What I like is the on-call calendar synchronization in xMatters because it pulls directly from our team's schedule, so no one has to manually update their availability in two places. I also find the incident suppression feature smart because it can realize if 10 different monitors are reporting the same issue, grouping them so we only get one phone call instead of 10. Lastly, the response data is invaluable for our monthly reviews as it shows exactly how long it takes for someone to start working on a problem. Review collected by and hosted on G2.com.

On the downside, the mobile apps can sometimes be unreliable. Also, because the system is so critical to our uptime, anytime we want to change major integrations, we have to do a lot of testing to make sure we don't accidentally silence a real emergency. Review collected by and hosted on G2.com.

The platform includes powerful features, and I especially love the command tool for managing incidents. I also appreciate the suggested incident summaries and the data collection capabilities for incident management. Overall, it’s a very well-designed product that fits our needs perfectly and integrates smoothly with most of our tools. Review collected by and hosted on G2.com.

It would be helpful to have a clearer view of the roadmap. I’ve also noticed a few glitches in the user interface, along with some minor inconsistencies in certain functions. Review collected by and hosted on G2.com.

I use xMatters to automate and orchestrate incident response notifications across teams and systems. It solves the problem of delayed and uncoordinated incident response by automatically notifying the right person and systems in real time. I appreciate how it helps with manual alert systems by handling integrated monitoring tools or triggering automated workflows and escalations during incidents. It instantly notifies the right on-call person based on schedules, which reduces delays and confusion. The integration with ServiceNow is valuable as it can automatically create or update incident tickets and sync status, ensuring response and documentation stay aligned. The initial setup was easy. Review collected by and hosted on G2.com.

I think the limited native remediation depth can be improved. It can trigger actions, but deeper automation often requires external tools or custom scripting. Review collected by and hosted on G2.com.

The aspect of xMatters that I like the most is its better coordination. The product provides a lot of functionality and that's helped us with accountability and responsibility. I particularly like the reduction in doubt in stressful situations and the coordination it offers. The support has been good as well. It has made our work more efficient because it has added more uniformity to responses and eliminated problems caused by people forgetting their responsibilities. Review collected by and hosted on G2.com.

An area I don't like about it is that things can end up being too prescriptive for some teams. There are a lot of features, but some tasks can be more cumbersome when responding to unexpected circumstances. This has affected my work a little in requiring manual intervention in some cases. Review collected by and hosted on G2.com.

I do love xMatters because of its smart on-call scheduling and well developed incident response automation. It makes sure that the right individual is always informed instantly, depending on his or her availability and expertise. As an example, in case of a critical system outage, it will automatically escalate in a set chain until there is a person dealing with the alert. Review collected by and hosted on G2.com.

The first issue that I dislike about this platform is the initial complexity in configuring extremely complex custom workflows and integrations. Although it is powerful, the learning curve may be steep, preventing non-technical users to create advanced scenarios. It can also be just a little less intuitive than I would like sometimes to customize the reporting dashboards to the niche metrics. It requires certain serious efforts to master its extended potential entirely. Review collected by and hosted on G2.com.

I like to dive into the metrics to directly connect a mention or a resolved alert to return on investment, leveraging its advanced native integration. Review collected by and hosted on G2.com.

It would be better if AI systems could anticipate drops in visibility caused by algorithm updates, so users aren’t caught off guard. Review collected by and hosted on G2.com.

What I like the most is when I get an alert on my phone, I can just tap one button, and it says I'm working on the problem. This instantly stops the system from calling everyone else, so my teams will not be disturbed during the night. I also appreciate the custom alert feature, where I can choose how the app alerts me. For a small issue, it can send a text message, but for an urgent emergency, it sends a notification with a loud siren to my phone. Review collected by and hosted on G2.com.

Sometimes if our IT system is having a lot of minor errors, it will sent too many notifications in rows and can be overwhelming. I wish xMatters would group these notifications together so my phone doesn't buzz every ten seconds for the same problem. I also need them to upgrade the mobile apps refresh speed because occasionally, the mobile app takes a few seconds to update. When you're in a rush to fix a big problem, those few seconds of waiting for the screen to load can feel like a long time. Review collected by and hosted on G2.com.

Effective communication can make the difference between a brief interruption and a prolonged incident. Additionally, xMatters lets me set up automated alerts that deliver immediate notifications—something I really liked. Review collected by and hosted on G2.com.

They should improve the integration, because xMatters isn’t compatible with several monitoring tools. Review collected by and hosted on G2.com.