Try our new research platform with insights from 80,000+ expert users

Opsgenie vs PagerDuty Operations Cloud vs xMatters comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Mindshare comparison

As of August 2025, in the IT Alerting and Incident Management category, the mindshare of Opsgenie is 14.3%, down from 23.7% compared to the previous year. The mindshare of PagerDuty Operations Cloud is 23.2%, down from 29.1% compared to the previous year. The mindshare of xMatters is 7.4%, down from 8.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Alerting and Incident Management
 

Featured Reviews

Syed Mohammad Arshad - PeerSpot reviewer
The price is competitive and it's easy to use and configure
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. Opsgenie fits on top of the base application, which is Jira Service Management. Jira Service Management is an investigation. Previously, we had Jira Service Management and PagerDuty running on top of that. Now, Opsgenie is bundled as a part of JSM. However, when we switched to the cloud version, many of the features have become a bit complicated compared to the Data Center version I had used for years. It might be due to an architectural change or some other reason: Also, it would be nice if Opsgenie had the ability to import rosters from other sources like you can do in PagerDuty.
JeremyEmmett - PeerSpot reviewer
Centralized alert management with customizable routing and superior scheduling
Everything can always be better. Operations are somewhat limited by their integration package. For example, integrating with Jira was problematic until they updated to a better plug-in. The ability to build customized modules would be advantageous, allowing organizations to define their own integration modules. It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.
Dean-Robinson - PeerSpot reviewer
A versatile solution with excellent logging capabilities that reduced our time to resolve
The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes. There are a couple of improvements that xMatters could make to the incident hub, where we can manage high-priority incidents. More sharing capability between collaborating incident managers would be good to see, including the ability to whiteboard. That would allow them to share and sketch out ideas while looking for a solution. Those two features are essential, and that's why we want to use the solution in conjunction with Everbridge because xMatters doesn't have them.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Opsgenie integrates with Atlassian and other web monitoring and incident management tools."
"I am a Jira admin. The best feature for me is that I do not need to write different code when I integrate with multiple applications. OpsGenie made it easier for me. All I need to do is create a field and give a value. I need to set the parameters and give a value. I can write only one script so that it directly interacts with my Jira and feeds all the data."
"This is a scalable solution. I would rate it a nine out of ten for scalability."
"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 most valuable feature is the ability to automatically create a ticket for the support team when there is an alert."
"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."
"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 integration feature is the most valuable. It provides a lot of customizations for the integrations we use."
"PagerDuty's best features are the dedicated application that allows me to reach my engineers immediately and the ability to directly assign specific tasks to individuals and have them report back."
"The solution's most valuable features are that it adds each alert as a service, has good scheduling capabilities, and includes the ability to write logic based on texts."
"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."
"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."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"PagerDuty is very stable and very reliable."
"PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."
"The initial setup is a simple process."
"It reduces the mean time to restore a service. Before, it would probably take an hour to get everybody settled down. With the integrations right now, if somebody flags a major incident, then everyone is on a call in the next 15 minutes."
"The most valuable feature is getting alerts out to my user base. xMatters is the only solution that I know that has robust scheduling, calendaring for groups, and that provides very good delineation of who gets alerted and on which devices they receive their alerts."
"Being able to split the week however we want is definitely most valuable. We can create shifts and also see other teams' schedules. It is a very easy search to do these things."
"For our major incident management, it has expanded what we can do in terms of the format of the communication. People can subscribe, and they can receive delivery on multiple platforms, whether it's a voice message, email, or mobile app message. It enables us to deliver the right communication to the right people in the format they want."
"For us, their biggest feature is event alerting and the retention of those events. This way, if something goes wrong, we can provide a report of everything that was sent out and everything that was captured."
"xMatters is helpful for getting the right on-call resources. That is a key factor. It is also very user-friendly, and just a little documentation helps you to understand things such as how on-calls are configured, how groups are configured, and how users update their on-call devices."
"​The ability to notify teams and monitor those notifications in real-time is valuable. Time-based escalation of notifications helps us resolve issues much more quickly."
"Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code."
 

Cons

"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."
"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."
"When I needed to add the fourth guy to the on-call rotation, I had trouble finding the option in Opsgenie where I can add the new user. It took me some time to figure out because it it was very small. You have a pencil icon that you need to click, but it was so small and in a place that wasn't so obvious, so this is an area for improvement in the solution. I couldn't find the icon myself and my manager had to show me where it is. Opsgenie needs to be more user-friendly, particularly when it comes to finding the "Add New Users" option in the on-call rotation feature. Other than that, the solution was very easy to use, and you can see both the open and closed alerts."
"The solution has room for improvement by providing bundle pricing with other products that are frequently used together from Atlassian."
"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."
"I would like to see improvements in reporting capabilities that could provide additional value."
"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 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."
"Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it."
"It cannot be integrated with our upgraded Jira system."
"It is difficult to send underlying trace files or statuses using PagerDuty."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"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."
"Operations are somewhat limited by their integration package. For example, integrating with Jira was problematic until they updated to a better plug-in."
"The product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
"In terms of intuitiveness and flexibility of xMatters when it comes to customizing on-call schedules, rotations, and escalations, for me, as an IT professional, setting it up isn't that big of a deal, but I understand that some people struggle with it because when you get wrapped up into it. You can get lost. It's not super complex, but it's complicated enough to the point where you can say that you should have done it another way. The shift part can be confusing for some people. In that respect, one of the shortcomings my team has found is when we have to add another person, such as a new hire, to xMatters, we can't add them to a group within xMatters without having to put them on a shift. If we put them in a group, they have to be on-call. We can create their account, and then they're just out there in limbo until their team says, "You have to be on this shift." One piece of feedback for xMatters is to figure out how to have manageable groups so that they're contactable from xMatters. They do not necessarily have to be on a shift right from the start or at all for that matter."
"If you are not one of the big players of their customers, the chance that one of your minor wishes will granted are very small."
"In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now."
"We would like to see the ability to support custom devices. We have a lot of users who use Slack, which is another tool for communication. xMatters currently does not support Slack as a communication method. It can't send events to Slack and respond to them."
"​Integrations seem to be the most difficult part. Once setup though, they work well.​"
"It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go"
"We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out."
"The data validation and verification need to be enhanced so that when data is changed, it reviews it in an automated manner and catches all of the anomalies."
 

Pricing and Cost Advice

"Integration with other solutions is one of the most valuable features of Opsgenie."
"I'm not the person who dealt with Opsgenie in terms of pricing, and I don't know how the solution compares to other solutions in the market, price-wise. I won't be able to say if it gives you the best value for money or not, but if Opsgenie gives good value for money, then I don't see a reason why you shouldn't use it."
"The solution's prices are exorbitant."
"In the company I'm working for, currently, we are using the standard edition of Opsgenie. We're paying around $3,000 a month. It's a bit expensive compared to the other tools we use for different purposes. We find it a bit expensive because although Opsgenie is a complete tool for monitoring, it does not provide us with everything."
"From the pricing perspective, they are on the higher side as compared to other competitors."
"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."
"The cost of the solution depends on the package you select and is per user."
"The pricing is fine. I would rate the pricing a six out of ten, with one being high price and ten being low price."
"PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users."
"The cost is based on the package you select."
"If we wanted phone calls or additional SMSs, we would have to pitch up for those. They give us so many per month per user, then we have to pay extra if it goes over that."
"The pricing may be about $1,000 per user."
"The solution is paid on a monthly basis and represents about 1% of the platform's budget."
"The price is very high."
"They're very good in pricing compared to the competitors in the area. I would rate them a five out of five in terms of pricing."
"Licensing costs are around $700 a month, and the only additional costs, are phone costs in some instances."
"If the licensing were cheaper, our customer might buy more."
"There's a significant difference between a full license, which allows people to respond to and acknowledge receipt of messages, and a more scaled-down license, which just allows people to see the notification. So we need to evaluate what license they need when onboarding new users because the full license is significantly more expensive."
"The pricing is too high... we procured 150 licenses and we have almost 1,500 users in IT. We had to come up with a few ideas for determining which users get a license and which users don't need one. Due to the limitation of the number of licenses, we were unable to integrate the user profiles with Active Directory."
"The only potential concern is professional services. They are capable, but like to bill on an hourly basis."
"If you are willing to pay for the licensing of it, it is able to scale out.​"
"It feels like good value in the sense that the service is excellent. The people above me who look at such things have renewed it a couple of times, and I think they would have thought whether it was good value, whether it was wildly overpriced, or whether there were better and cheaper alternatives. So, from that perspective, the pricing is fair and proper."
"xMatters is pricey, but you have to consider what a critical incident costs your organization."
"​You pay for the user, not the number of alerts. Therefore, xMatters provides a better ROI, if you can leverage it for notifications based on alerts from other monitoring tools. ​"
report
Use our free recommendation engine to learn which IT Alerting and Incident Management solutions are best for your needs.
865,295 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
25%
Performing Arts
8%
Financial Services Firm
6%
Media Company
6%
Computer Software Company
15%
Performing Arts
11%
Financial Services Firm
10%
Manufacturing Company
7%
Computer Software Company
29%
Financial Services Firm
11%
Performing Arts
8%
Manufacturing Company
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Opsgenie?
That clarity, visibility, scheduling, and the management of on-call schedules, as well as tracking SLA breaches and w...
What is your experience regarding pricing and costs for Opsgenie?
The pricing is on the lower side; I would rate it a six out of ten, with ten being low price, which indicates good af...
What needs improvement with Opsgenie?
Initially, Opsgenie had bidirectional integration with Jira Service Management, but that functionality has been scale...
What do you like most about PagerDuty?
The product easily integrates with other solutions.
What is your experience regarding pricing and costs for PagerDuty?
The solution was expensive, but if all its features were utilized, it was considered worth the cost. The tier-based p...
What needs improvement with PagerDuty?
Everything can always be better. Operations are somewhat limited by their integration package. For example, integrati...
Ask a question
Earn 20 points
 

Also Known As

No data available
No data available
xMatters IT Management
 

Overview

 

Sample Customers

2500+ customers including Yahoo, Politico, Dynatrace, Looker, Solarwinds, Overstock, Oregon State University, Glassdoor, Cloudticity, Unbounce, Bleacher Report
40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast
Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.  Visit our website to see how business like yours found solutions with xMatters.
Find out what your peers are saying about PagerDuty, Atlassian, Splunk and others in IT Alerting and Incident Management. Updated: August 2025.
865,295 professionals have used our research since 2012.