Here's what I'd appreciate most about Zenduty/Xurrent IMR:
UI / UX
I really like how intuitive the interface feels overall — it's user-friendly and makes incident management straightforward. That said, I've noticed some friction points. When I dive deeper into configuration, simple tasks require multiple configuration steps, which frustrated me initially. I also experienced occasional UI sluggishness that breaks the flow. But once I got over the learning curve, I found myself navigating pretty efficiently.
Integrations
This is honestly my favorite part. Having over 150 tools integrated seamlessly means I don't have to context-switch between platforms. I can centralize everything in one place, which saves me serious time and mental energy during incidents.
Performance
I'm genuinely impressed with how fast we respond now. The platform reduces downtime by 50-90%, and I can feel the difference in my day-to-day work. Real-time alerts get to me reliably, so I'm not scrambling to find out about issues after they've already spiraled.
Pricing / ROI
The free tier is generous enough that I could test everything before committing. At $6/user/month for the Starter plan, it's affordable for my small team. My only gripe? Critical post-incident features like postmortems and SLAs require the $25/user/month Enterprise plan — I wish those weren't locked behind the premium tier.
Support / Onboarding
I appreciated how smooth my onboarding was. The support team made it easy and helped me find features for my specific needs. That made a big difference in getting up and running quickly.
AI / Intelligence
This is honestly transformative for my workflow. The AI reduces alert noise by up to 80% — I went from being bombarded with false alarms to only seeing actionable alerts. I can analyze incident trends and identify which services need more attention, so I'm now proactive instead of reactive.
Solid, affordable incident management tool with impressive AI. The integrations and analytics are my MVPs. I just wish the workflow automation were smoother and key features weren't gated behind premium pricing. Review collected by and hosted on G2.com.
Here's what frustrates me about Zenduty/Xurrent IMR:
UI / UX
While it's generally user-friendly, I found that simple tasks require multiple configuration steps, and it feels unnecessarily convoluted. I also experience occasional UI sluggishness that's annoying when I'm trying to quickly respond to an incident. And honestly, there's a noticeable learning curve for new users — I wasted time figuring things out that should've been more obvious.
Integrations
While there are 150+ integrations, I wish the platform better documented which ones work best. Some integrations feel half-baked, and I've had to manually configure workarounds that should've been built-in.
Performance
My main frustration here is the search functionality. When I'm backtracking through incidents, the search results can mix multiple incidents, making it harder to quickly pinpoint a specific incident by keyword or ID. This is a real productivity killer during post-mortems.
Pricing / ROI
I'm genuinely annoyed by the feature gatekeeping. Key features like Single Sign-On, advanced alert suppression, and the Incident Command System are only available on Growth at $16/month, and critical post-incident features like postmortems and incident SLAs require the $25/user/month plan. It feels like I'm paying extra for features that should be standard. The free tier is nice, but you quickly realize it's missing essential capabilities.
Support / Onboarding
Once I got past initial onboarding, I found myself on my own more than I'd like. Documentation could be more comprehensive, and I've hit walls where I needed support but responses weren't as quick as I needed during critical moments.
AI / Intelligence
The AI is great at reducing noise, but workflow automation feels limited. I expected more intelligent automation — like automatic remediation suggestions or predictive alerting. Right now it's mostly about filtering noise, not proactively solving problems.
Schedule Management Transparency
This is a big one for me — the platform lacks transparency in schedule management, with no activity logs or override history. When something goes wrong with on-call rotations, I can't easily trace back what happened or who made changes. That's frustrating from an accountability and audit perspective.
Overall good foundational platform, but it feels like it's charging premium prices for features that competitors include standard. The automation story is underwhelming, and the lack of transparency in critical areas (schedules, audit logs) makes me hesitant to fully trust it at scale. Review collected by and hosted on G2.com.
