xMatters Reviews & Product Details

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.

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.

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.

I really love the low-code flows designer and the adaptive sign-on in xMatters. The low code flow designer is a visual drag-and-drop interface for building logic, and it's exceptional. You don't need to be an expert developer to create a complete 'if-then' branching path for incident handling. The adaptive sign on handles shift and rotation seamlessly, especially for global teams across different time zones. Review collected by and hosted on G2.com.

I don't like the mobile app because, while it's great for responding, it's quite limited for administrative tasks. If you need to tweak complex workflows logics while away from your desk, the mobile experience is lacking and forces you back to the desktop browser. Also, the postmortem report documentation could be improved. The automated incident timeline is a good start, but I'd like to see better-generated summaries for retrospectives. Currently, it just pulls raw logs, and it would be much better if it synthesized those logs into a draft automatically. Review collected by and hosted on G2.com.

I like that the most about it is that it ensures that important alerts are delivered to the right people. I integrate it with our internal systems and internal communication systems. The number of features surrounding routing and on call schedules is a big difference. It also makes me better in handling emergency situations since I am assured that no messages will be overlooked, and the team remains organized without the need to work extra. Review collected by and hosted on G2.com.

What I dislike about xMatters is that establishing some workflows might be time consuming. Certain features take additional steps before they will operate as I want. Another thing I have observed is that there are cases where the formatting of messages is limited. These problems have made me slow at times, particularly when I have to make quick changes at times of rush. 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.

I like the scheduling features and the custom domain, as well as the flows designer in xMatters. The shared calendars allow me to generate an ICS link for our on-call rotation, so team members can view shifts directly in their personal calendar apps. The custom domain for status pages lets us host status updates under our own website, building more credibility with our users. Additionally, the flows designer is valuable for building secure application integrations without managing individual user settings. The integration with ServiceNow is also very helpful, making it easy to handle the heavy lifting of importing groups and users. Review collected by and hosted on G2.com.

It is quite frustrating that there is currently no way for us to look back at the historical on-call schedule as the system only allows us to view the calendar moving forward. I would suggest adding a schedule archive tool so we can audit the past rotation for better resource planning and auditing purposes. Review collected by and hosted on G2.com.

I think the flow designer is an incredible asset because it allows me to build a complex multistep automation workflow without needing to write any custom code. I also appreciate the service intelligence features, which provide a clear view of how different technical services depend on one another, making it much easier to identify the root cause of cascading failures. The setup was quite okay and quite easy, especially setting up the on-call scheduling and response team. I was able to get our first automated alert functioning in a matter of hours. Review collected by and hosted on G2.com.

Things that don't work so well for me with xMatters is the reporting for post-incident reviews, which is a bit basic in the standard version. It would be a massive help if they offered timeline auto-generated tools that compile all the chat transcripts and action logs to save me from manual documentation after a major event. Review collected by and hosted on G2.com.

I really appreciate the updates from xMatters on the custom domain feature, allowing us to host our status page with a personalized URL, which builds huge trust with our customers. I also love the new alert filter in the flow designer. It makes it much easier to find specific workflows, and I can verify HTTP and emails without having to hunt through a giant list of errors. The installation and setup of xMatters felt modern, and I found the guides and demos from the support service very helpful in setting up, especially with ServiceNow and FreshService triggers. The most impressive part was the public status pages migration, which transitioned smoothly to our new custom domain without causing any downtime for our customers. xMatters acting as our safety nets to our operation, its features catches human error before its become a huge incidents. Review collected by and hosted on G2.com.

My dislike is the filter processing because the filter will reset every time I leave the page. If I'm working on several HTTP triggers, I have to keep resetting and reapplying the filter every time I come back to the list. The status pages need some visual improvement, it is too technical for common users to read and know all the data explanations. Review collected by and hosted on G2.com.

I love xMatters because it's very reliable and fast, making it extremely accurate. It helps our team quickly find the root cause and fix issues, allowing us to avoid incidents. This reliability and speed are crucial in production, as xMatters informs us quickly about critical incidents so we can fix them before our end customers are affected. We use it for everything related to incident, issues, and alerting, which gives us the flexibility and ability to respond quickly to issues. Review collected by and hosted on G2.com.

The UI is a bit complex, with too many options and configurations that require proper training. Review collected by and hosted on G2.com.