xMatters Reviews and Ratings

Rating: 8.6 out of 10

Score

8.6 out of 10

Community insights

TrustRadius Insights for xMatters are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

High Customization: Multiple reviewers have praised xMatters for its high level of customization, allowing users to tailor the software to meet their specific business needs. This versatility enables organizations to create workflows that align with their unique processes and requirements, ultimately enhancing productivity and efficiency.

Easy Configuration: Many users have found xMatters to be easy to configure, enabling them to quickly set up the software and start using it effectively. The intuitive configuration process facilitates efficient on-call scheduling and task prioritization, streamlining workflow management.

Seamless Integration: Several reviewers have highlighted xMatters' seamless integration capabilities with other tools and applications. This flexibility provides users with convenience in integrating the software into their existing systems, resulting in enhanced workflow efficiency. By connecting xMatters with various platforms, organizations can ensure smooth communication and collaboration across different teams and departments.

Reviews

9 Reviews

xMatters Experience

Rating: 10 out of 10

Incentivized

April 30, 2025

Use Cases and Deployment Scope

critical issues it is a tool where we page Core SRE's & BT members whenever there is an issue, Also for getting alert notifications when new incidents are created from any of the sources, It is used for Incident pager duty configurations from on-call and shift engineers. alerting system was good

Pros

quick communication
easy to integrate with BT when we face an issue
scheduling the calls as per shifts

Cons

granular notification settings
Allowing users to create custom integration templates would provide more flexibility and control over how xMatters integrates with their systems
Additional built-in integrations with other applications would be an area of improvement.

Likelihood to Recommend

xMatters reduces incident response time by finding the right person to solve the problem when system outages require you to manage on-call schedules and escalations

Avoid alert fatigue: reduce the noise with targeted notifications; alerts go only to the people that need them.

Manage issues from anywhere: full-featured mobile apps allow you to stay in control wherever you are.

Prashanth Thalla

Senior Software Engineer in Information Technology at kohls (201-500 employees)

Vetted Review

5 years of experience

xMatters on-call scheduling is great and worth it.

Rating: 8 out of 10

Incentivized

September 19, 2022

Use Cases and Deployment Scope

We use xMatters to forward alerts from applications and services running in AWS to MS Teams channels, e-mail, and text messages to our on-call resources.

Pros

Redirects alerts to the appropriate audience
Easy to configure
Convenient on-call scheduling and prioritization

Cons

Some UI elements make finding configuration difficult, for example, it takes several clicks to find a script on an object in the flow chart.

Likelihood to Recommend

Its very easy to configure and has a really good on-call schedule that automatically escalates an issue to the next person in the chain if there is no response. The integration we are using with Kibana makes forwarding logging from our AWS resources very easy and the integration with slack and MS Teams makes it easy to forward alerts to various teams.

Jordan Boeve

Sr. Software Developer in Information Technology at Symetra (1001-5000 employees)

Vetted Review

2 years of experience

View profile

xMatters is a versatile and powerful tool that can solve several problems at once

Rating: 9 out of 10

Incentivized

November 16, 2020

Use Cases and Deployment Scope

xMatters is being used to help track incidents, as well as notify staff when an incident occurs. Using the xMatters Workflows lets us automate ticket creation, as well as notifications, thus reducing our Mean Time To Resolution. We have all of our Operations and Engineering staff in xMatters so that during an incident, it's easy to get in touch with the SME.

Pros

xMatters has incredible customization when creating workflows, making it extremely versatile.

Cons

While the Workflow's are one of xMatters's strengths, the complexity can make it difficult at times to get things configured properly and get the desired result.

Likelihood to Recommend

xMatters does a great job as an alerting tool. It can integrate well with many different apps. It also does a great job as a paging service. Adding users, and contact info, as well as customizing how a user should be alerted, makes it easy to set up and administer, as well as great for the people who are getting called on.

Verified User

Engineer in Information Technology (201-500 employees)

Vetted Review

1 year of experience

During incidents, focus on what matters with xMatters!

Rating: 10 out of 10

Incentivized

February 7, 2020

Use Cases and Deployment Scope

XMatters is primarily used as our incident management tool. It is incredibly critical to our IT operations and support organizations that can leverage the tool to resolve incidents quickly.

Pros

Communication of troubleshooting bridge information
On-call scheduling

Likelihood to Recommend

xMatters is the best tool for incident management in a large scale organization such as American Airlines. With thousands of engineers in geographically separated locations, xMatters is instrumental in easing communication barriers and focusing on incident resolution.

Verified User

Administrator in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

xMatters Really Matters in Incident Management

Rating: 9 out of 10

Incentivized

January 15, 2020

Use Cases and Deployment Scope

xMatters is used as a Major Incident communications tool, used by a significant portion of our company. It enables seamless communication of technology and facilities incidents to stakeholders to speed up remediation and manage customer expectations.

Pros

Stakeholder communication
Flexible pricing model

Cons

User interface could be more intuitive
Local account managers could be more prevalent

Likelihood to Recommend

xMatters is a market leader in major incident management and on-call notification services. It helps to identify issues proactively to reduce downtime and speed remediation. It is a critical tool for any ITSM suite of tools, particularly for large organizations with multiple on-call rotations which need to be managed independently and flexibly.

Leslie Rowe, M.S., ITIL Certified

Senior Director, Technology - Enterprise Operations Center in Information Technology at Cox Automotive (10,001+ employees)

Vetted Review

3 years of experience

View profile

xMatters trustradius review

Rating: 10 out of 10

Incentivized

January 2, 2020

Use Cases and Deployment Scope

We use xMatters for all of our communications for ticketing, alerting, schedule management. Our on-duty teams and incident management processes rely heavily on xMatters. We have configured pager, SMS and email communication devices for thousands of users. We configured and use a ticketing system integration so users can own tickets directly from the xMatters application or by a simple email reply.

Pros

On duty schedule management
Integrations with alerting and ticket platforms

Cons

Alert and teams statistics dashboard
Search features

Likelihood to Recommend

The Saas platform is easy to use and setup. Lots of integrations are available for ticketing systems and different notifications types. The application available for IOS and Android is easy to set up and use.

Alain Cote

Conseiller en surveillance in Information Technology at Desjardins (10,001+ employees)

Vetted Review

5 years of experience

View profile

xMatters - An Enterprise Level Event Notification Tool

Rating: 7 out of 10

Incentivized

October 4, 2019

Use Cases and Deployment Scope

xMatters is being used as the event alerting tool in my organization. This is used across all departments by their respective IT Teams. Whenever an event is triggered a ticket is logged in the ticketing tool and an event is thrown to the xMatters queue which then decides based on pre-filled event handler information and on-call person roster, whom to inform about the alert. Users are able to acknowledge the alerts from within the call, app or email received from xMatters. Further, it's being used as an Incident Communication tool to inform intended recipients about critical incidents impacting the systems.

Pros

Close to real-time alert notifications over preferable options, like phone call, text, email, or app notification.
Automated incident communication about critical system outages based on alerts received in the system.
Automated on-call roster and notification deliveries to SME.

Cons

Can improve Android app UI.
Can provide plug and play integrations for several other third-party tools as well.
Over Voice Call alerts, more accent options could be added to localize the call message delivery for a better user experience.

Likelihood to Recommend

xMatters is well suited if you are looking for an alert notification tool that can integrate with ServiceNow or Remedy and can update them on a real-time basis from remote locations through a variety of options.

It can also work well for customized alerting tools by integrating it with that tool using REST API Framework.

It's not an alert identifier tool, so you will always need an alert identification tool to look out for critical events and instruct xMatters for the alerts to be notified.

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

xMatters is the way to go

Rating: 9 out of 10

Incentivized

May 27, 2019

Use Cases and Deployment Scope

We have been using xMatters for about a year now. All of our on-call teams are setup and receive critical alerts. Our process flow is started with a ServiceNow Incident and then if it meets the critical alert status, xMatters takes it and alerts the proper parties. We don't have a bridge conference calling system other than Skype and sending out invites for them to join. Makes it kind of messy, with xMatters we are able to send an alert out to their mobile device for the appropriate parties to join. I'm hopeful we can use this in our restaurants for refrigeration systems if there is a power outage or hardware failure. Along with their weather monitoring system for when storms come. I recommend this product for anyone looking for a monitoring system. It has been a great improvement from our other vendor we used to have.

Pros

API calls, we can create an API ourselves to integrate with other applications. This allows more teams to be notified of a critical alert instead of waiting for someone to call them when a problem is reported.
The on-call schedule where you might need to have a replacement is fairly simple. You can easily change with someone else and still keep the rest of the schedule in place. It also sends an email to the person you are trading with so they know when they are on-call.
Their support team is really helpful and quick to respond when you open a ticket. There hasn't been an issue that hasn't been resolved in less than a day. They stay really on-top of things.

Cons

I wish we could create custom groups without having to open a ticket and have them create it for us. I needed team leads to have the ability to change the scheduling of their own on-call teams. If I granted them a specific group xMatters has built in, it would give them access to change everyone's schedule.

Likelihood to Recommend

We use xMatters for our alerting on critical matters. ServiceNow is our incident management system and it ties into xMatters. When a critical alert is generated it will notify the appropriate party. I'm trying to see if two other departments can use it. We are looking for a refrigeration system and for weather alerts when bad storms are coming.

Geoffery Castro

Systems Enginner in Engineering at Red Lobster (10,001+ employees)

Vetted Review

1 year of experience

My xMatters Experience

Rating: 10 out of 10

Incentivized

May 11, 2016

Use Cases and Deployment Scope

xMatters is being used by our team as a notification tool for our monitoring products. It helps us to quickly address the right people to work on a specific issue/alert/message.

Pros

Ease of usage
Different methods of integration with other tools and applications.
Fast learning curve.

Cons

The search functionality when looking for past events can be a little tricky.

Likelihood to Recommend

In our scenario we are using xMatters to integrate with IBM Omnibus where Omnibus receives different types of events from our monitoring tools and fires xMatters notifications for our on call groups.

Anderson Costa

Middleware Administrator in Information Technology at Gordon Food Service (10,001+ employees)

Vetted Review

1 year of experience

View profile

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Reviews and Ratings

xMatters is the way to go

Rating: 9 out of 10

Incentivized

May 27, 2019

Use Cases and Deployment Scope

Pros

API calls, we can create an API ourselves to integrate with other applications. This allows more teams to be notified of a critical alert instead of waiting for someone to call them when a problem is reported.
The on-call schedule where you might need to have a replacement is fairly simple. You can easily change with someone else and still keep the rest of the schedule in place. It also sends an email to the person you are trading with so they know when they are on-call.
Their support team is really helpful and quick to respond when you open a ticket. There hasn't been an issue that hasn't been resolved in less than a day. They stay really on-top of things.

Cons

I wish we could create custom groups without having to open a ticket and have them create it for us. I needed team leads to have the ability to change the scheduling of their own on-call teams. If I granted them a specific group xMatters has built in, it would give them access to change everyone's schedule.

Likelihood to Recommend

Geoffery Castro

Systems Enginner in Engineering at Red Lobster (10,001+ employees)

Vetted Review

1 year of experience