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Opsgenie Review

Opsgenie
Our score: 9.2 User satisfaction: 98%

What is Opsgenie?

Opsgenie is an advanced incident management tool used by development and IT operations in detecting and reporting issues and prompting a quick response and resolution. 

Opsgenie’s functionalities are designed to streamline the crucial process of issue monitoring, alerting the right people to take action and address the problem as soon as possible through its on-call management and escalations feature. Despite its straightforward concept, this incident management tool offers sophisticated and highly customizable features designed to fit in different types of workflow.

Unlike traditional issue monitoring and reporting, Opsgenie is equipped with the intuitive capability to forecast potential issues based on aggregated signals. Through proper action mapping, this tool also automatically determines the people or teams best equipped to resolve the issues detected. Communication, collaboration, and reliable alerting should is also optimized by its integration with more than 200 of the most popular ITSM and ticketing, monitoring, and chat tools. 

A service-aware incident management, Opsgenie is proactive in communicating service disruptions, such as outages, to stakeholders. With its ability to assess and manage critical incidents from end to end in a timely manner and create, Opsgenie can be particularly helpful to businesses with always-on services, where system errors left undetected and not addressed immediately can potentially leave a negative impact on business operations.

Overview of Opsgenie Benefits

Service-Aware Incident Management

Service disruptions, such as outages, can significantly affect business operations. In situations such as this, stakeholders would like to be alerted as soon as possible. Opsgenie proactively reports these situations to stakeholders through the messages, status pages, conference bridges, etc. specifically created for this type of alert. 

Accurate Issue Detection and Reliable Alerting 

As the central command center, Opsgenie monitors activities of integrated applications (logging, monitoring, ticketing, service desk, etc.). This allows the system to detect errors in these applications and tools by aggregating signals and incoming alerts. As a result, users can immediately address any issues with their tools and prevent or reduce downtime.

Centralized Alert-Related Functions

All alerts are consolidated in one place where they are categorized based on the type of issue, urgency, etc., and prioritized accordingly. This is especially useful for businesses that use different systems, which would require different monitoring and handling without a centralized incident management platform like Opsgenie.

On-Call Alert Management and Role-Based Escalations

Alerts are sent to the teams equipped to handle and respond to certain incidents. You can predefine rules and conditions in preparation for potential issues to make sure that proper escalation routes are followed, and ensure that that these escalations are acknowledged. Depending on the type of incident, alerts can also be filtered to avoid spamming the other teams with irrelevant notifications, which keeps everyone focused on their priorities.

Noise Reduction

Opsgenie immediately filters out the noise that comes from other monitoring applications or tools. This function plays a vital role in keeping critical issues visible on the surface.

Flexibility

Filtering, broadcasting, escalating, etc., are highly configurable according to your business workflow and operations hierarchy. Opsgenie also offers access to its APIs. Depending on the multiplier of a purchased plan, you can make API requests depending on the number of users. Unlimited access to Opsgenie APIs is also available on the Enterprise package.

Multiple Integrations

Efficient communication and smooth collaboration with other applications are one of Opsgenie’s strong points. Opsgenie has more than 200 integrations that include the most popular ITSM and ticketing, monitoring, and chat tools.  

Advanced Postmortem Reporting and Analytics

Opsgenie’s straightforward but sophisticated approach to incident management involves consistent and accurate tracking and reporting of all activities from end to end. All data related to the lifecycle of an incident are automatically recorded. This offers insight into the problem, what causes it, and the steps necessary to avoid or minimize similar issues in the future, which opens opportunities to further improve internal operations.

Overview of Opsgenie Features

  • Incident management
  • Action mapping and reliable alerting systems
  • On-call management and escalations
  • Advanced post-incident analysis and reporting
  • Real-time incident event tracking
  • Service-aware management
  • Incident command center
  • Web conference bridge
  • Stakeholder communications
  • Multiple integrations
  • Native mobile application

What Problems Will Opsgenie Solve?

Problem 1#: Fatigue and incidents taking their toll on your team

University infrastructures can be incredibly complex; with eight campuses and a large residential population, there’s a lot to monitor. Charles, a lead support analyst, is overwhelmed by connecting all the homegrown systems and solutions that are tied together to monitor the health of the university’s infrastructure. These “solutions” send hundreds of emails a day to a single inbox that he then monitors and looks through, trying to decide what’s important and what might need his immediate attention. Due to the complexity and lack of automation, Charles set alarms periodically throughout the night every night to check the university’s systems and make sure he wasn’t missing some sort of outage. Since the monitoring inbox was such a mess, sometimes outages would be missed. For example, last month, an entire portion of the campus had intermittent WiFi for one week without him knowing.

After implementing Opsgenie and getting rid of the homegrown solutions that the university was using, Charles and his colleagues are immediately notified when there is a problem by phone call, text, or mobile push notification so everyone gets more sleep. Since Opsgenie integrates with all their monitoring, ITSM, and collaboration tools easily, using homegrown, disparate methods of monitoring isn’t necessary. Everything goes through Opsgenie which streamlines incident management and enables the team to free up their time. Because of the ease of building an on-call schedule directly in Opsgenie, Charles and his teammates can now share the load of being on-call. He also uses Heartbeats, an Opsgenie feature that ensures that Opsgenie stays connected to your monitoring tools, so he can rest without worry if he doesn’t receive any alerts.

Since implementing Opsgenie everyone is getting more sleep and on-call shifts are more evenly spread out and shared amongst team members. Alert fatigue is greatly reduced because instead of slogging through a clogged inbox, the team receives alerts in real time as problems arise.

Features: alerting, Heartbeats, on-call schedules.

Problem #2. The spectre of downtime

Juan just deployed a configuration change to the server, and within minutes, alerts are created. The API monitoring tool generated alerts in Opsgenie that indicated an uptick in the average API error rate. A customer reported being unable to access his streaming account via the service desk portal, then five more customers reported the same problem. An incident was opened immediately in Opsgenie’s incident command center, and Juan, who was the developer on-call, and the team were able to determine that the recent configuration change to the server was the cause, as there was a bug in the code. Juan was then able to roll back the change and fix the problem within 30 minutes. Because of the proactive alerting in place, the team was able to respond faster and then easily collaborate with the incident command center. Using Opsgenie for alerting and incident response reduced the amount of time to solve the incident by half, giving customers a better experience, and saving the team a lot of headaches.

Features: service-aware incident management, incident command center, alerting, on-call management.

Problem #3: Missed notifications

Jen was supposed to be the senior manager on-call for the IT operations team for the third week of every month, but in the third week of March, she needed to take off for a family wedding. After confirming with her colleague that they could switch weeks, she utilized her forwarding rules to ensure that any alerts that came in for her at the time would be forwarded to her colleague, Sarah. This meant that any time Jen’s team didn’t take ownership of alerts and respond in a timely manner, Sarah would be notified so that she could stay on top of the team. Jen however, would be blissfully on vacation.

Features: on-call, routing rules, escalation policies, forwarding rules.

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

Opsgenie Position In Our Categories

Knowing that businesses have their own business-related needs, it is only practical that they abstain from buying an all-in-one, ideal business application. Be that as it may, it is almost impossible to come across such an app even among branded software products. The clever step to do can be to write the varied major factors which entail consideration including key features, packages, skill capability of the users, organizational size, etc. Next, you must double down on your research systematically. Read some of these Opsgenie review articles and check out each of the software options in your list more closely. Such well-rounded product investigation ascertains you keep away from unfit applications and subscribe to the system which provides all the function your company requires.

Position of Opsgenie in our main categories:

TOP 10

Opsgenie is one of the top 10 Application Performance Monitoring Software products

TOP 10

Opsgenie is one of the 10 IT Management Software products

If you are considering Opsgenie it might also be a good idea to investigate other subcategories of Application Performance Monitoring Software listed in our database of B2B software reviews.

Every organization has different requirements and needs a system that can be customized for their size, kind of employees and buyers, and the particular industry they are in. For these reasons, no system can proffer perfect features off-the-shelf. When you look for a software system, first be sure what you need it for. Read some Opsgenie Application Performance Monitoring Software reviews and ask yourself do you need basic features or do you require sophisticated features? Are there any industry-specific features that you are seeking? Obtain the answers to these questions to aid your search. There are plenty of aspects that you need to mull over and these include your budget, specific business wants, your organization size, integration requirements etc. Take your time, check out a few free trials, and finally zero in on the platform that presents all that you require to enhance your company efficiency and productivity.

How Much Does Opsgenie Cost?

Opsgenie Pricing Plans:

Free Trial

Free

5 users

Essentials

$11/user/month

Standard

$23/user/month

Enterprise

$35/user/month

Available pricing plans:

Free

  • Up to 5 users
  • Unlimited number of alerts
  • Email notifications (unlimited)
  • Android/iOS push notifications (unlimited)
  • 100 SMS notifications (US and Canada)
  • 100 SMS notifications (International)
  • iOS and Android mobile applications
  • API request limits depending on the number of users x1000
  • Team-based organization and visibility
  • Data segmentation
  • On-call management (schedules, escalation, and routing rules)
  • Optional alert fields
  • Alert lifecycle tracking
  • Alert classification (tags)
  • Monitoring integrations
  • ChatOps integrations
  • 3-month data retention
  • Community customer support coverage

Essentials – $11/user/month ($9/user/month when billed annually)

  • Unlimited alerts, email, and android/iOS push notifications.
  • US and Canada SMS/Voice notifications
    • number of user x100
    • $0.10 per additional notification
  • International SMS/Voice notifications
    • number of users x25
    • $0.35 per additional notification
  • API request limits depending on the number of users x1000.
  • iOS, Android, and Blackberry Dynamics mobile app
  • Monitoring and ChatOps integrations
  • Customizable bi-directional integrations with Jira Software and Jira Service Desk
  • Downloadable and schedulable reports
  • Resource usage reports
  • 6-month data retention
  • Email and chat support

Standard – $23/user/month ($19/user/month when billed annually)

  • All Essential plan features
  • Unlimited SMS/Voice notifications for US and Canda and international territories.
  • Unlimited access to Opsgenie APIs
  • Rich actionable alerts
    • Automated Opsgenie actions
    • Advanced alert enrichment
    • Advanced alert customization
    • Custom alert actions
    • Alert and notification policies
  • Customizable bi-directional integrations
    • Outbound integrations
    • Bi-directional integration with Jira Software and Jira Service Desk
    • Bi-directional integrations with ITSM Tools
    • Integrations with in-house/on-premise systems
    • Action mapping system
  • Incoming phone call routing
    • $10/number/month if from a phone number (1 free)
    • $0.10/minute if from within US and Canada territories (100 minutes free)
    • $0.35/minute for international calls
  • Heartbeat monitoring
  • Single sign-on access
  • Custom user roles
  • Central notification rule management
  • Advanced reporting analytics 
    • Downloadable and schedulable reports
    • Resource usage reports
    • Monthly overview analytics
    • Operational efficiency analytics
    • On-call analytics
  • 1-year data retention 

Enterprise – $35/user/month ($29/user/month when billed annually)

  • All Standard plan features
  • External services
  • Service status pages
  • Service subscriptions
  • Service and infrastructure health analysis
  • Team-based service management
  • Planning and scenarios
  • Alert to incident roll-up
  • Incident command center
  • Advanced post-incident analysis
  • Incident postmortems
  • Real-time incident event tracking
  • Web conference bridge
  • Free stakeholder communications
  • Data encryption
  • Conference attendance and efficiency analytics
  • Post-incident analysis reporting
  • Service and infrastructure health analysis
  • Unlimited data retention
  • 24/7 email, chat, and phone support

User Satisfaction

Positive Social Media Mentions 76
Negative Social Media Mentions 2

We realize that when you make a decision to buy Application Performance Monitoring Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Opsgenie reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Opsgenie. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise
  • Open API

Language Support

  • English
  • Chinese
  • German
  • Japanese
  • Spanish
  • French
  • Italian
  • Dutch
  • Portugese
  • Polish

Pricing Model

  • Free
  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are Opsgenie pricing details?

Opsgenie Pricing Plans:

Free Trial

Free

5 users

Essentials

$11/user/month

Standard

$23/user/month

Enterprise

$35/user/month

Available pricing plans:

Free

  • Up to 5 users
  • Unlimited number of alerts
  • Email notifications (unlimited)
  • Android/iOS push notifications (unlimited)
  • 100 SMS notifications (US and Canada)
  • 100 SMS notifications (International)
  • iOS and Android mobile applications
  • API request limits depending on the number of users x1000
  • Team-based organization and visibility
  • Data segmentation
  • On-call management (schedules, escalation, and routing rules)
  • Optional alert fields
  • Alert lifecycle tracking
  • Alert classification (tags)
  • Monitoring integrations
  • ChatOps integrations
  • 3-month data retention
  • Community customer support coverage

Essentials – $11/user/month ($9/user/month when billed annually)

  • Unlimited alerts, email, and android/iOS push notifications.
  • US and Canada SMS/Voice notifications
    • number of user x100
    • $0.10 per additional notification
  • International SMS/Voice notifications
    • number of users x25
    • $0.35 per additional notification
  • API request limits depending on the number of users x1000.
  • iOS, Android, and Blackberry Dynamics mobile app
  • Monitoring and ChatOps integrations
  • Customizable bi-directional integrations with Jira Software and Jira Service Desk
  • Downloadable and schedulable reports
  • Resource usage reports
  • 6-month data retention
  • Email and chat support

Standard – $23/user/month ($19/user/month when billed annually)

  • All Essential plan features
  • Unlimited SMS/Voice notifications for US and Canda and international territories.
  • Unlimited access to Opsgenie APIs
  • Rich actionable alerts
    • Automated Opsgenie actions
    • Advanced alert enrichment
    • Advanced alert customization
    • Custom alert actions
    • Alert and notification policies
  • Customizable bi-directional integrations
    • Outbound integrations
    • Bi-directional integration with Jira Software and Jira Service Desk
    • Bi-directional integrations with ITSM Tools
    • Integrations with in-house/on-premise systems
    • Action mapping system
  • Incoming phone call routing
    • $10/number/month if from a phone number (1 free)
    • $0.10/minute if from within US and Canada territories (100 minutes free)
    • $0.35/minute for international calls
  • Heartbeat monitoring
  • Single sign-on access
  • Custom user roles
  • Central notification rule management
  • Advanced reporting analytics 
    • Downloadable and schedulable reports
    • Resource usage reports
    • Monthly overview analytics
    • Operational efficiency analytics
    • On-call analytics
  • 1-year data retention 

Enterprise – $35/user/month ($29/user/month when billed annually)

  • All Standard plan features
  • External services
  • Service status pages
  • Service subscriptions
  • Service and infrastructure health analysis
  • Team-based service management
  • Planning and scenarios
  • Alert to incident roll-up
  • Incident command center
  • Advanced post-incident analysis
  • Incident postmortems
  • Real-time incident event tracking
  • Web conference bridge
  • Free stakeholder communications
  • Data encryption
  • Conference attendance and efficiency analytics
  • Post-incident analysis reporting
  • Service and infrastructure health analysis
  • Unlimited data retention
  • 24/7 email, chat, and phone support

What integrations are available for Opsgenie?

Opsgenie integrates with more than 200 applications including popular ITSM and ticketing, monitoring, and chat tools, as well as other communication and collaboration systems. Below are some of them:

  • AirBrake
  • Amazon CloudTrail
  • API
  • Atlassian Statuspage
  • Azure
  • Bamboo
  • BigPanda
  • Bitbucket
  • Campfire
  • Catchpoint
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Reviewed By Louie Andre
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