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ITSM Consultant at a consultancy with 501-1,000 employees
Consultant
Enhances visibility within the company regarding who is on call at any given time, making it indispensable for a busy service desk to maintain coverage
Pros and Cons
  • "That clarity, visibility, scheduling, and the management of on-call schedules, as well as tracking SLA breaches and workload, are key reasons to utilize Opsgenie."
  • "Initially, Opsgenie had bidirectional integration with Jira Service Management, but that functionality has been scaled back. Previously, Opsgenie was adept at managing incidents within its ecosystem, offering seamless ticket transfers between Opsgenie and Jira Service Desk. I valued the ability to push tickets between the two platforms, addressing the need for widespread information accessibility, though it sometimes led to duplication. My suggestion would be to reintroduce complete ticket funneling between these systems to streamline operations."

What is our primary use case?

I've integrated it into a tech demo. It's basically in our system, a system tool. I've done some deduplication inside of it. I can also set the force by directional communication from JSM. 

Opsgenie is really good. It integrates pictures and links directly into Jira Service Management. And that enables it, it enables vision and between getting the problem solved and finding who to find to solve that problem. So, Opsgenie is a really good tool.

How has it helped my organization?

We used it for incident reports. It often involves creating custom Jira Query Language (JQL) to pull data on assignees, whether looking at individual members, teams, groups, or overall service products and then generating reports. 

You can examine SLA breaches, response metrics, and workload distribution across the service desk. While Opsgenie itself may not be necessary for pulling such statistics, it significantly enhances clarity within the organization.

That clarity, visibility, scheduling, and the management of on-call schedules, as well as tracking SLA breaches and workload, are key reasons to utilize Opsgenie.

The SMS feature, which costs money to send texts unless you have the higher version where it's included for free, is particularly useful. For instance, during migrations or downtime events, especially if they occur over a weekend and the involved personnel aren't present on Monday but there's a critical issue, this feature allows for immediate contact via text. 

Given that most people tend to mute email notifications but remain active on their phones, the SMS feature is invaluable for urgent communications, ensuring the right people are alerted in emergencies. So, these are the alerting features in Opsgenie I've found most effective.

What is most valuable?

Opsgenie is just an out-of-the-box tool included with the Jira Service Management (JSM) package. When you're on a premium package, above the standard, Opsgenie is included for free. 

The integration aspect I'd associate with JSM for incident management, and possibly for tracking changes in performance, but it's definitely a critical component. Virtually all companies, if not all, would likely be using Opsgenie for this reason. 

There are also a few third-party apps I'm integrating with Opsgenie. I understand its importance, as it enables easy alerting on your phone among other features. It can also integrate with other service desks like Freshdesk or Zendesk.

So, there's quite a bit to it. It's a great tool, serving as a crucial pivot for responding promptly to Service Level Agreements (SLAs) and avoiding delays in response times of six to seven hours.

The on-call scheduling feature is essential. It's best practice to rotate shifts among team members, managed by team or group leaders, to avoid having the same person always on the night shift. Opsgenie automates this process, allowing for shift swaps and even temporary substitutions, such as covering someone's half-hour lunch break. This tool enhances visibility within the company regarding who is on call at any given time, making it indispensable for a busy service desk to maintain coverage, especially for critical roles, by facilitating easy ticket triage and call handling during absences.

What needs improvement?

Initially, Opsgenie had bidirectional integration with Jira Service Management, but that functionality has been scaled back. Previously, Opsgenie was adept at managing incidents within its ecosystem, offering seamless ticket transfers between Opsgenie and Jira Service Desk. I valued the ability to push tickets between the two platforms, addressing the need for widespread information accessibility, though it sometimes led to duplication. 

My suggestion would be to reintroduce complete ticket funneling between these systems to streamline operations.

For how long have I used the solution?

I have experience with this solution.

What do I think about the stability of the solution?

Bitbucket tends to have the most downtime among Atlassian products, but the others, including Opsgenie, are quite reliable. I'd rate Opsgenie's stability as a nine or a ten out of ten. 

What do I think about the scalability of the solution?

I would rate the scalability an eight out of ten. It's quite scalable, though there's always room for improvement.

Opsgenie provides value for any company with more than ten members, especially if operations are remote. For in-house teams smaller than five, it might not be as necessary. 

So, it's beneficial for companies with 10 to 20 members and absolutely for enterprise-level companies. Once you hit the 10 to 20 employee mark and start to scale, that's when Opsgenie becomes indispensable.

How are customer service and support?

As a partner with Atlassian, we have a direct contact. However, our main point of contact recently left for a competitor, and our new contact hasn't prioritized us as before, affecting the quality of support. Though it was better previously.

How would you rate customer service and support?

Neutral

Which solution did I use previously and why did I switch?

I've been an ITSM consultant for eight to nine months now, and I've done tech demos for two consoles, and I've participated in our ITAL maturity assessment onboarding a big insurance company to Atlassian.

I've done everything. JSM, Jira Service Management, Jira software, I've done Bitbucket, Opsgenie.

How was the initial setup?

To properly set it up with directional communication, the initial setup could take about one to two weeks if you have everything you need. This includes organizing rotations for the companies and their product owners along with their teams. It's a considerable task, but introducing it team by team, depending on urgency, could streamline the process. 

Overall, if done intensively, two weeks should suffice to get everything in place, and then another couple of weeks for a testing phase to ensure rotations work correctly in real time. I'd rate the difficulty as a six out of ten, with ten being easy to set up. 

What about the implementation team?

I did integration for Opsgenie as the integrator for my clients.

What's my experience with pricing, setup cost, and licensing?

The pricing is on the lower side; I would rate it a six out of ten, with ten being low price, which indicates good affordability.

Which other solutions did I evaluate?

I've only used Atlassian products.

What other advice do I have?

Overall, I would rate the solution an eight out of ten. I would definitely recommend using this solution. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator
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Rob Hussey - PeerSpot reviewer
System Administrator at OnShift
Real User
Top 5Leaderboard
Alerting happens through text and phone but improvement is needed in scalability and pricing
Pros and Cons
  • "Opsgenie has streamlined our communications and alerting."
  • "The installation of other applications is difficult in Opsgenie. I would like to see more flexible reporting methodologies. Scalability and pricing also need to be improved."

What is our primary use case?

We use the product for email notifications from the automatic application.

How has it helped my organization?

Opsgenie has streamlined our communications and alerting.

What is most valuable?

The tool's most valuable features are text and phone call alerts.

What needs improvement?

The installation of other applications is difficult in Opsgenie. I would like to see more flexible reporting methodologies. Scalability and pricing also need to be improved.

For how long have I used the solution?

I have been working with the solution for five years.

What do I think about the stability of the solution?

I rate Opsgenie's stability an eight out of ten.

What do I think about the scalability of the solution?

I rate the tool's scalability a five out of ten.

How are customer service and support?

I have not used Opsgenie's tech support.

What was our ROI?

We have seen ROI with the solution's use.

What's my experience with pricing, setup cost, and licensing?

The solution's prices are exorbitant.

What other advice do I have?

Opsgenie is a good product; you must be technologically savvy to use it. I rate it an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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