Opsgenie Reviews

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.

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.

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.

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 have experience with this 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. 

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.

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.

Neutral

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.

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. 

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

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.

I've only used Atlassian products.

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

Opsgenie primarily functions as an on-call management tool. It integrates well with Jira Service Management (JSM) and other Atlassian products. It offers a robust solution for managing alerts and incidents within Atlassian's ecosystem rather than relying on separate systems for phone call details.

We integrate Opsgenie with our monitoring tools or IT incident alerting systems. Integration with most tools is straightforward, often as simple as adding an API key or URL. For tools without direct integration, we can customize using Opsgenie's API to ensure seamless connectivity.

Moreover, we have different alerting channels. Escalation policies in Opsgenie have enhanced our response time by diversifying alert methods beyond email to include calls, SMS, and other integrations like WhatsApp through public APIs. This multi-channel approach ensures that alerts are noticed and acted upon quickly.

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. 

Opsgenie's strength lies in its configurable alerting levels, from first responders to escalation managers. It offers different levels of notification options, including WhatsApp integration, ensuring timely alerts to the relevant team members.

We also use the on-call scheduling feature. It is easy to use. The on-call scheduling feature is user-friendly and easily integrates with our existing systems, streamlining schedule management without added complexity.

I would like to see improvements in reporting capabilities that could provide additional value, offering deeper insights and analytics for our operations.

I have been using it for two and a half years. 

I would rate the stability an eight out of ten. I didn't face any downtimes or issues with stability. 

I would rate the scalability an eight out of ten. It is suited for multiple large teams, but I am not sure if it is suited for enterprise-level businesses. 

Opsgenie is the better one than PagerDuty. 

PagerDuty has acquired multiple products, and then it has tried to integrate the features, which is not always successful because they are not able to prioritize tasks properly, which feature to think about first, how we want to prioritize, how we want to improve, just lagging one back on the website, the product. Pricing was also a factor. Their customers were not getting the value.

Knowing the tool is required.

The pricing is fine. I would rate the pricing a six out of ten, with one being high price and ten being low price.

I would recommend using the solution. 

Overall, I would rate the solution an eight out of ten. 

We use OpsGenie for alert management and incident management. We have integrated it with three different tools. We have integrated it with Nagios, SolarWinds, and AppDynamics. These three tools generate the alerts that are sent to OpsGenie. A regular alert moves as a Jira ticket. So, SolarWinds is the source, OpsGenie is the mediator, and Jira is the end receiver. People interact more with Jira. It is a part of our alert management.

For incident management, we have given access to a few of the service desk engineers. They're using OpsGenie for incident triage and documentation. Incident management, triage, and chronology are captured in Confluence. We have an option to export to Confluence. So, we are able to capture various types of information such as what happened, who gave an update, when the incident got closed, and how they got the solution. The root cause analysis process is being managed by OpsGenie.

It is completely on the cloud.

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. 

We went with OpsGenie because it was simpler to integrate with Atlassian products. We are able to use the OpsGenie connector to connect with our Jira servers. It is easy, and the latency is good. Even though our Jira is on-premise and OpsGenie is on the cloud, it is able to cope.

It is also easy to use. A newbie is also able to easily understand and use it.

It doesn't have a proper way to convert the alerts into incidents. Every alert isn't an incident. A few will have less priority, and a few will be incidents.

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 ease of access could also be better. It is a little difficult for us to integrate it with our existing SSO. For the configuration, every time, I have to reach out to Atlassian. If they can blend it easily, that would help.

It would help if there is a feature to create an alert from Confluence based on any existing one.

Their documentation can also be improved. Their knowledge base is not sufficient.

It has been about one year and nine months.

The product is okay. We had noticed that when a server or cluster goes down, there were a few alerts that got missed. We already reported it to the vendor, and they said that they are working on it and it might get fixed in the next version. Since then, we haven't observed the issue. 

It is completely on the cloud. So, it should be scalable, but I am not sure. 

We have acquired 100 licenses of OpsGenie, and we have about 65 concurrent users. Most of them have different kinds of roles, but the number of concurrent sessions would be at a max of 65.

I have worked with them on several use cases. Their documentation isn't good. So, whenever I had to do any new or additional integration, I used to reach out to them, and they used to help me with the issues I was facing. I also interacted with them about the handshake issue.

I would rate them a 4 out of 5 because they're good. They provided me with a sandbox whenever I needed something for testing. They were able to help me out when I had issues with integration.

Positive

It isn't that difficult to set up. It is easy, but its documentation can be improved. The tool implementation is good, but the documentation is not sufficient. I got to know by exploring myself but not everybody gets that much time.

The deployment, including testing and everything else, took us one and a half months, which is good because we had enough time on our hands. We migrated from ServiceNow to Jira and then went for Opsgenie.

We have opted for a yearly subscription. The initial quote given was about $29, but I don't know the actual price. There might be some negotiations during renewal.

You have to choose a product based on your environment. OpsGenie is most suitable when you have a sibling product. If your company has Atlassian products, OpsGenie is the best choice. It also works if you are using ServiceNow. 

I would rate it a seven out of ten because there are lots of improvements to be done. 

We use Opsgenie to create alerts from Grafana and we print those alerts with a format of cases on the Opsgenie console and as well as those interconnected to teams. We have more than 200 people using this solution. 

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 have been using this solution for a couple of years. 

This is a stable solution. I would rate it a nine out of ten for stability. 

This is a scalable solution. I would rate it a nine out of ten for scalability. 

 I would rate the technical support for solution a seven out of 10.

Neutral

The initial setup is straightforward. I would rate the simplicity of the setup an eight out of ten.

There is not much difference between PagerDuty and Opsgenie. Both are easy to use and convenient from a integrations, automations, APA connectivity and GDA perspective. We chose Opsgenie based on cost and our requirements. 

Whenever Opsgenie involves automations and there is a big number of teams or  applications to handle, a good integration with APA services is required. 

Opsgenie as a product is good. I would rate it a seven out of 10.

Monitoring and interim management are the two main features for which we are using OpsGenie. 

We have an infrastructure with around 400 plus critical nodes that we are monitoring. They are scattered across various geographies and include on-premise switches, servers, other devices, and a few cloud services. There are 10 to 20 engineers who monitor it.

We also do total remediation of our own. If something is broken, we'll try to fix it through our software. 

The use cases also vary depending upon the client's requirements while designing a solution. We are a kind of service provider. We have our own in-house cloud management software. Based on a client's needs, we evaluate and provide the inputs. 

One of the reasons for implementing OpsGenie was to have a completely automated system where there is no need to monitor and call someone if something breaks down. Previously, manual intervention was required. If something went down, it had to be followed up with people and escalated. Now, it is a completely automated system. There is very little manual intervention.

Another reason for implementing OpsGenie was the integration of different alerts in one single console.

The integration feature is the most valuable. It provides a lot of customizations for the integrations we use. 

OpsGenie needs to keep up with its competitors in terms of new features and pricing.

We have been using OpsGenie for almost two to three years.

It is very stable. We feel very good about this. We haven't had any issues or problems with production or operations.

We don't scale up at this moment. 

Sometimes there was a delay from their side in providing a solution, and we didn't like it. I would rate them a seven out of ten in terms of support.

We had completely person-driven or manual management. We had other open-source tools as well for monitoring, but now, we have integrated everything into OpsGenie.

The initial setup was very straightforward. It is like plug and play. It took three to four hours to go live.

We took care of the implementation on our own. In terms of the implementation strategy, we first tested and evaluated it with our lower environment and then re-upgraded directly to the broad environment. It was very straightforward. We didn't have to plan something very complex.

We have seen a return on our investment with OpsGenie. Compared to things like reporting where we used to spend a lot of money, the cost reduction is 20% plus.

Now, we are one centralized team in one place. We don't have a service management team all across the bases, and there's a reduction in headcount as well. We have been able to reduce almost six full-time employees. 

From the pricing perspective, they are on the higher side as compared to other competitors.

We did not really evaluate. OpsGenie was endorsed by one of our other companies and that's why we went with it. We were already using a couple of Atlassian products like JIRA, JIRA Help Desk. The integration with these products is very seamless. That's why we went for OpsGenie.

It's a good product. We never faced any issues in managing this. You can definitely go for OpsGenie if it suits your environment. It's not only about the features and money. You should also feel comfortable with the product.

I would rate this solution an eight out of ten. Every product can have some improvements. We have been using it for almost two to three years in this company. There might be some new features, or other products, like PagerDuty, might have already improved over OpsGenie in terms of the features.

We have a monitoring tool called Nagios, and we integrate Nagios and OpsGenie. The tickets flow from Nagios to OpsGenie. 

We have automation scripts. OpsGenie has the capability to resolve the tickets if it is predefined. If an instance goes down, then to restart the instance, we have inbuilt scripts. When the ticket comes, like instance down or instance failed, we will configure it back to restart the instance. So, that will happen with OpsGenie. It's an incident management tool.

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. 

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.

I have been using this solution for the last one year. 

It's a scalable solution.

We bought it from a third-party. They're really good, and they're helping. We didn't face that many issues.

The initial setup was very straightforward. The deployment part took one to two weeks. 

Initially, OpsGenie was new to us, so to understand its features, we had a lot of difficulties, mostly on the automation side, such as how to redirect tickets, etc.

I recommend OpsGenie because if you compare with DataDB, the cost is very nominal, like $10 per user. It has almost all the features that DataDB has. It is a good automation tool. It's not only for incident management. You can also use it as an automation tool. It has a good automation environment.

I would rate OpsGenie a seven out of ten. It is a good product, but it needs a few more features.