I like xMatters for its seamless integration with all monitoring tools, allowing us to create custom workflows to trigger specific actions automatically. The platform provides a single source of truth during our crisis by automatically synchronizing data across tools like Jira and Slack. Review collected by and hosted on G2.com.

If I could change one thing, it would be to improve the initial top complexity. While the platform is powerful, the learning curve for creating a wide range of workflows can be a bit steep for new users. Also, the implementation was a mixed experience. The out-of-the-box setup works, but customizing the logic for a complex environment requires significant time and technical expertise. 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.

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 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.

I appreciate xMatters' ability to automatically notify the right personnel at the right time, driving fast and reliable incident response without manual coordination. It's used effectively to automate incident alerting and to notify the right on-call teams to quickly respond and resolve IT issues. It also solves the problem of delayed or missed incident response by ensuring critical alerts reach the right people instantly and trigger automated actions. Review collected by and hosted on G2.com.

The complex setup and configuration made it harder to onboard and customize workflows quickly. It felt overly complex and time-consuming to set up and manage for quick value. Review collected by and hosted on G2.com.

The best thing about collaborating with xMatters is that it introduces a well organized dialogue when there is a service disruption. As technical support, understanding who the alert was responded to will avoid misunderstandings under the stressful circumstances. Status of recognition and escalation routes are evident in the platform, and this enhances the coordination among the engineers. Review collected by and hosted on G2.com.

A disadvantage that I have found concerning xMatters is that sometimes it is necessary to spend some additional time to manage on call schedules when our operation team has been rotated. Engineers in our company sometimes cross duties based on projects. Manipulation of those schedules within the platform must be well verified to make sure that the correct personalities are alerted. Review collected by and hosted on G2.com.

I love how xMatters relieves me of notification worries during an incident. People who need to be alerted are notified, and if they don't respond, it automatically escalates to the next person. The escalation feature has saved me countless hours during late-night updates. It integrates cleanly into our workflow with different shifts and rotations. Also, the initial setup was very easy for my team. Review collected by and hosted on G2.com.

The mobile app UI feels a bit better compared to other tools I use today. Review collected by and hosted on G2.com.

I like the ability to trigger notifications from within ServiceNow by our L1 helpdesk agents and all the workflows that we can build to meet our needs. It's really handy that L1 helpdesk agents can propose a major incident or trigger on-call L2 members for help. Major incident managers can accept or reject the proposals and then trigger notifications to global leaders and open the command center. This results in global awareness and quick onboarding to resolve major issues. Review collected by and hosted on G2.com.

I find it inconvenient that we have to go to the xMatters website to configure groups or on-call schedules. It would be great if we could manage xMatters settings and configurations directly from within ServiceNow. The setup process was medium in difficulty, and we needed help from the xMatters professional services team due to the complexity of the system. Review collected by and hosted on G2.com.