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xMatters pros and cons

Vendor: Everbridge

4.4 out of 5

31 reviews
96% willing to recommend

Pros & Cons summary

xMatters provides a seamless two-way integration with ServiceNow, enhancing ticket assignment and incident response times. The SaaS-based platform ensures mobile access, offering self-service for contact updates and on-call management. It supports flexible integrations and real-time monitoring with escalation features. Despite its strengths, xMatters faces challenges including technical setup needs, API limitations, complex scheduling, restricted reporting, and lack of Slack integration.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

xMatters facilitates rapid incident response through its efficient integration with ServiceNow.

The self-service feature allows users to manage their own notifications, reducing data center load.

Scalability has not been an issue, demonstrating reliability over a two-year period.

The Flow Designer feature allows setup of integrations and flows without requiring coding expertise.

Its notification system supports various platforms, ensuring timely communication during incidents.

CONS

Integrations can be complex, requiring technical expertise in products outside of xMatters.

The REST API lacks certain needed functionalities.

On-call management scheduling is challenging.

Reporting is limited and lacks sufficient features for comprehensive review.

There is no support for Slack as a communication method.

xMatters Pros review quotes

Tools Engineer at a energy/utilities company with 10,001+ employees

Jan 8, 2018

The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster.

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ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees

Jan 8, 2018

Support has been great. They responded very quickly to all the support cases that I have submitted.

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Sr. Manager Enterprise Tools at a tech company with 51-200 employees

Jan 8, 2018

It has been easy to use and very reliable.

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Free Report: xMatters Reviews and More

Learn what your peers think about xMatters. Get advice and tips from experienced pros sharing their opinions. Updated: January 2026.

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Actuary

Jan 11, 2018

We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing).

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Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees

Jan 15, 2018

The UI: It is easily navigable.

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Director at a retailer with 1,001-5,000 employees

Jan 17, 2018

We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution.

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Sr. Manager & Product Owner at a transportation company with 10,001+ employees

Feb 7, 2018

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.

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Development Manager at a non-profit with 1,001-5,000 employees

May 29, 2020

It has improved our time to respond. Prior to the use of xMatters, it might take hours or even a day to get someone involved on a problem. Now, it's down to minutes.

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IT Production Assurance Manager at a wholesaler/distributor with 10,001+ employees

May 7, 2020

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.

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SC

Lead Consultant, Owner and Founder at a tech consulting company with self employed

Sep 17, 2021

It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket.

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xMatters Cons review quotes

Tools Engineer at a energy/utilities company with 10,001+ employees

Jan 8, 2018

While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java.

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ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees

Jan 8, 2018

They could make the product more customizable.

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Sr. Manager Enterprise Tools at a tech company with 51-200 employees

Jan 8, 2018

Integrations seem to be the most difficult part. Once setup though, they work well.

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Free Report: xMatters Reviews and More

Learn what your peers think about xMatters. Get advice and tips from experienced pros sharing their opinions. Updated: January 2026.

881,082 professionals have used our research since 2012.

Actuary

Jan 11, 2018

The REST API is still missing some important functionality, which we require.

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Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees

Jan 15, 2018

It has not improved our organization.

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Director at a retailer with 1,001-5,000 employees

Jan 17, 2018

Reporting is the weakest point of xMatters. Since xMatters has very limited reporting and only maintains logs of events for a short period of time, we export event and conference logs to our ITSM solution.

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Sr. Manager & Product Owner at a transportation company with 10,001+ employees

Feb 7, 2018

While the documentation is good, the knowledge base - the collection of user supported community forums - is a little weak compared to some of the other products I've used. If I have a problem that I can't find the answer to in the documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point.

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Development Manager at a non-profit with 1,001-5,000 employees

May 29, 2020

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.

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IT Production Assurance Manager at a wholesaler/distributor with 10,001+ employees

May 7, 2020

Beyond the typical grouping, xMatters has what is referred to as dynamic teams. Dynamic teams are criteria for setting up and targeting a group of people that meet specific criteria. The bad thing about this setup is that you cannot alter those criteria through the typical xMatters import/export process. The attributes that create the criteria for dynamic teams can only be altered via the Web UI. So, if you want to create a new dynamic team in a mature xMatters environment (one that is already populated with hundreds of users), and you want to add, say, 100 users to that dynamic team, you have to do it manually.

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SC

Lead Consultant, Owner and Founder at a tech consulting company with self employed

Sep 17, 2021

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.

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Product Categories

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Popular Comparisons

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