We compared PagerDuty and Opsgenie based on our user's reviews in several parameters.
PagerDuty and Opsgenie both offer efficient incident management and alerting systems, seamless integrations with various tools, and valuable customer support. PagerDuty is praised for its comprehensive reporting and analytics, while Opsgenie stands out for its effective on-call scheduling and customizable automation processes. Users find both products to have positive return on investment, however, PagerDuty requires enhancements in incident management and customization options, while Opsgenie could benefit from optimizing user experience and functionality. Additionally, PagerDuty users find its pricing, setup cost, and licensing favorable, whereas Opsgenie users appreciate the competitive pricing and flexible licensing options. Overall, each product caters to different needs in incident management, customization, and pricing structures.
Features: PagerDuty's valuable features include efficient incident management, alerting capabilities, integrations, customization options, reporting, and customer support. Opsgenie focuses on incident management, alert notifications, integration with monitoring tools, scheduling, process automation, customization, easy interface, and flexibility.
Pricing and ROI: The setup cost for PagerDuty has been praised for being straightforward and hassle-free, making the initial onboarding process easier. On the other hand, Opsgenie is known for its minimal setup expenses, providing users with a cost-effective solution., PagerDuty and Opsgenie both provide positive ROI. PagerDuty focuses on improving team communication and troubleshooting capabilities, while Opsgenie streamlines processes and enhances collaboration within teams.
Room for Improvement: PagerDuty has room for improvement in areas such as mobile app interface, incident management effectiveness, customization options for notifications, integration process with other tools, on-call scheduling simplification, and reporting capabilities. Opsgenie could benefit from enhancements to optimize user experience and functionality.
Deployment and customer support: Comparing the user reviews, PagerDuty users had varying experiences with the duration required for deployment and setup, with some having separate timeframes for each. In contrast, Opsgenie users mentioned that deployment and setup often occurred within the same timeframe for them., PagerDuty's customer service receives praise for its helpful and knowledgeable support staff. Users appreciate the efficiency and effectiveness of their prompt response. Opsgenie's customer support is commended for its responsiveness and competence, ensuring reliable assistance.
The summary above is based on 26 interviews we conducted recently with PagerDuty and Opsgenie users. To access the review's full transcripts, download our report.
"Opsgenie has been most valuable in managing our incident response. We use Opsgenie for on-call management of AWS services, and its integration with CloudWatch has been particularly beneficial. Opsgenie alerts us to anomalies in cloud services, not just incidents but also performance issues like delayed response times or execution errors. So, we will quickly know about the issue, and it allows us to take swift action. It has been very helpful to us."
"The rotation and scheduling are beneficial."
"We can rely on the product to organize our schedules. We don't have to think about who will be next on-call. The system already gives us the answer. We don't have to waste time organizing how people are going to be covering each of their rotations. There's also an override option. So, it's easy to reschedule or reorganize our schedules when someone goes on vacation or when someone is on sick leave."
"Opsgenie has streamlined our communications and alerting."
"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."
"OpsGenie has many features, such as email notification, SMS notification, roster, tracking of the tickets. Automation, like scripting, is also possible. There are also features for maintaining the history of the tickets and all the solutions related to how it was resolved previously. If there are similar kinds of tickets, we can look at how a person is working on that ticket. If he doesn't have any idea, you can look back at a similar ticket and solve it as the previous person did it."
"The integration feature is the most valuable. It provides a lot of customizations for the integrations we use."
"One of the features my team found valuable in Opsgenie is the alert. There's also the option to install an app on your phone, so even if you don't have any mobile reception, but you're still connected to WiFi, you still get the alerts via the app, not just via phone call or SMS. The combination of both options was very useful because sometimes you have data and you don't have coverage by mobile, or vice versa. To have both options in terms of receiving alerts was very useful. Another valuable feature of Opsgenie is the on-call rotation with alerts. I belonged to a small team of three, then the team expanded into four members where everyone was on a weekly on-call basis, with each team member having a week of being on-call. At first, it was a bi-weekly on-call rotation, then it became once every three weeks, and after that, it was once every four weeks, so the on-call rotation with an alert feature was useful. My previous company had two separate environments, on the cloud and on-premises. My team was in charge of the on-premise environment, so there was a queue for my team with everything in Opsgenie, then the DevOps team had its queue on a group of infrastructure related to the cloud. Each team had its own devices organized in a group that was only managed per team. The on-call rotation was also separated between groups. Opsgenie is a very convenient solution for both teams in my previous company."
"The most valuable feature is the phone app that allows us to send notifications without the additional fees when sending by SMS or phone calls."
"The most valuable feature is definitely the flexibility of the schedule. The mobile app is quite also good for what we do: for receiving alerts, acknowledging, assigning, adding new responders. It has rich features for our needs."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"It has scaled well for us."
"Notification is the most valuable feature."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"The product easily integrates with other solutions."
"A cool feature is that it helps us to understand the flow of the alert. If the alert was coming to the current on-call and he didn't catch the call or didn't notice it for any reason, it starts being escalated automatically, according to the escalation schedule, or to other teammates. You can see the flow very easily on your phone or via the website, if you want to do a post-mortem."
"In a future release, we would like to receive alerts when a specific threshold is reached and to escalate the reason for that alert."
"I would like to see reports that can provide us with integration with Jira or with another management solution, which I'm not sure Opsgenie provides. The integration is possible, however as Opsgenie reports is an area that needs to be addressed. An alert is received, and Opsgenie will immediately generate a ticket or card for that issue, track it, and provide a follow-up. Opsgenie will also track an issue's whole life cycle. This is something that I would like to see in Opsgenie."
"The handshake with the monitoring tools can also be improved. When there were a bunch of alerts or the number of alerts was more than a thousand in a minute, OpsGenie wasn't able to handle everything properly. The handshake issues were there."
"The solution has room for improvement by providing bundle pricing with other products that are frequently used together from Atlassian."
"The user interface could be improved."
"It should have a lot of plugins. It should also come with cloud integrations, which are not that great with OpsGenie as of now. It should have AWS, Azure, and Google cloud integrations. It should also provide automation, that is, it should open somewhere, like orchestration. Something like the orchestration that ServiceNow is doing. That would be great. Orchestration is the main thing. If OpsGenie comes with stack down feature, not completely but some part of it, and orchestration is there, that would be beneficial."
"They could introduce many more features."
"We are using the cloud version of Atlassian products now, but I think the Data Center version we used earlier was much more user-friendly. There are lots of limitations in the cloud version The add-on or features that work with the Data Center versions are not compatible with the cloud version."
"I would like the UI to be more intuitive. I would like to be able to group or color-code the discoveries. When you create a system, you have a listing of all the different configurations. You can list them by teams, but some additional color coding would be helpful. I would break it down by incident controls. In other words, it should be broken down it into response teams and engineering divisions."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"PagerDuty should be integrated with other tools, so it can import the IT roster automatically. Our other rules continue to work once they're configured, but the roster must be added manually."
"It’s quite hard to reach the support team."
"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"It is a very non-customizable product, so you cannot add things like root cause analysis or the classification of incidents based on the area where you are getting more incidents. For example, if you're getting a lot of database issues, that may be an are you want to probe."
Opsgenie is ranked 2nd in IT Alerting and Incident Management with 14 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. Opsgenie is rated 8.0, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of Opsgenie writes "The price is competitive and it's easy to use and configure". On the other hand, the top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". Opsgenie is most compared with Splunk On-Call, xMatters , Everbridge IT Alerting and BigPanda, whereas PagerDuty Operations Cloud is most compared with ServiceNow, JIRA Service Management, Splunk On-Call, Everbridge IT Alerting and xMatters . See our Opsgenie vs. PagerDuty Operations Cloud report.
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