What users are saying about
23 Ratings
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Top Rated
147 Ratings
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Score 9.1 out of 100

PagerDuty

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Top Rated
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Score 9.4 out of 100

Highlights

OpsGenie and PagerDuty are both IT incident management tools. They also offer on-call schedule and rotation management capabilities. OpsGenie has been acquired by Atlassian to join its IT portfolio, while PagerDuty is a standalone solution. 

OpsGenie is an Atlassian IT monitoring and incident response platform, which emphasizes its integrations with the rest of organizations’ tech stacks and the platform’s relatively lower price point. In contrast, PagerDuty’s incident resolution service specializes in alert management and quality customer support for larger organizations and enterprises. 

Features

OpsGenie and PagerDuty both offer strong capabilities tailored to their respective user bases.

OpsGenie excels as an integrated tool within businesses’ broader IT ecosystems. Reviewers highlight OpsGenie’s native integrations with 3rd party systems. These integrations also facilitate coordination and communications across different teams for more streamlined IT incident escalation and resolution. 

On the other hand, PagerDuty stands out for its alert management and aggregation at scale. It features very flexible and adaptable escalation rules to meet each business’s unique needs. Reviewers also highlight PagerDuty’s alert management and aggregation when wrangling a wide array of alerts across the enterprise. 

Limitations

OpsGenie and PagerDuty also have various limitations worth keeping in mind. 

OpsGenie has been criticized for its user interface, which some reviewers say is not accessible for some users. In particular, alert administration can be difficult to conduct, such as routing alerts to specific individuals. If alert routing isn’t carefully managed, they can be sent to the wrong personnel, resulting in missed alerts. 

In contrast, PagerDuty’s mobile application has been consistently criticized by reviewers. It lacks functionality found in the desktop version, and is not viable as an alternate administrative portal. There are also some 3rd party tools with limited or insufficient integrations. 

Pricing

OpsGenie offers 4 packages:

  • The free version provides basic alerting and on-call management for up to 5 users. 
  • The Essential plan, at $9/user/month, provides additional incident management and alerting, as well as various Jira integrations. 
  • The Standard plan, at $19/user/month, offers unlimited alerting and incident management, including more customization and integrations. 
  • The Enterprise plan, at $29/user/month, provides the full incident management platform and additional reporting capabilities. 

PagerDuty offers 5 different plans, each tier adding functionalities on the lower-tier plan:

  • The Free plan provides on-call scheduling, unlimited API calls, and always-up service for up to 5 users. 
  • The Starter plan, at $10/user/month for up to 6 users, ads unlimited domestic text notifications and escalation policies, as well as 1 year data access and email/chat support. 
  • The Team plan, at $29/user/month, adds unlimited global phone/text notifications, more integrates, response orchestration, and a status dashboard. 
  • The Business plan, at $39/user/month, adds SSO and advanced permissions, advanced integrations, unlimited data access, and phone support. 
  • The Digital Operations plan, priced by quote from the vendor, provides a suite of add-on products, more automation, event management, analytics, and a visibility console.

Likelihood to Recommend

OpsGenie

OpsGenie excels at being the loudspeaker and single source of truth between applications that alert and applications that track. With its robust integrations and easy to set up escalations, nothing unworthy slips by unnoticed.
Anonymous | TrustRadius Reviewer

PagerDuty

PagerDuty is well suited for automated and manual notifications to on-call personal. It has made our on-call notifications much more reliable. We've been able to push the management of the on-call schedules to the individual teams rather than have the service operations center try to manage every team's schedule. PagerDuty has many integrations such as Slack that allow for higher productivity.
Anonymous | TrustRadius Reviewer

Pros

OpsGenie

  • The feature which will alert a team member on their phone and ring it, even when the phone settings are set to silent is such a valuable feature for our team!
  • The ability to acknowledge and take action on issues immediately (such as forwarding or alerting others) is also helpful.
  • The dashboard features allow you to control and manage the on call schedule is super helpful.
Anonymous | TrustRadius Reviewer

PagerDuty

  • Great scheduling capability. You can define very precise schedules for your agents and PagerDuty will condense that down into a simple on-call schedule.
  • PagerDuty will integrate with just about anything. They have a fantastic API and a huge library of integrations already built, plus the ability to use good old email.
  • The live call routing feature, while an extra add-on, is an awesome extension to PagerDuty.
Anonymous | TrustRadius Reviewer

Cons

OpsGenie

  • The Heartbeats UI isn't the most intuitive, being an "Integration" when it really acts like a core feature.
  • The scheduling UI could be a little more intuitive as well. Not bad though.
Anonymous | TrustRadius Reviewer

PagerDuty

  • PagerDuty lacks the ability to handle multiple environments across different teams.
  • I would like a feature in PagerDuty where a user can deactivate or disable an alert on demand even if you're not on call.
  • The email integration in PagerDuty a nice feature, however, there isn't much flexibility in terms of managing emails that are sent to and from PagerDuty.
  • I would like to see PagerDuty mobile app allow users to add and customize alerts with email, text or phone calls.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

OpsGenie

No score
No answers yet
No answers on this topic

PagerDuty

PagerDuty 9.2
Based on 4 answers
Understanding when the customer experience is degraded is essential to our business. Everyone understands how to use PagerDuty and it is integrated with our playbooks for responding to emergencies. PagerDuty is reliable, and provides the features we require.
Anonymous | TrustRadius Reviewer

Usability

OpsGenie

No score
No answers yet
No answers on this topic

PagerDuty

PagerDuty 9.9
Based on 3 answers
As I've been using this app for the last 3 years, I would like to see a few additions, like exposing the "create slack channel" option from the mobile app, rather than just from the PD website from the specific incident
Dawud Bey | TrustRadius Reviewer

Support Rating

OpsGenie

OpsGenie 10.0
Based on 1 answer
They are fully available at all times via chat, phone, or email and follow up thoroughly.
Anonymous | TrustRadius Reviewer

PagerDuty

PagerDuty 9.0
Based on 66 answers
I can reach support via email or online chat functionality. It helped me in the initial configuration and also how to best setup. The response time is very fast for any question I brought forward. The support analysts were very knowledgeable about the products and its functionality. They were respectful of what stage of use the customer is at.
Anonymous | TrustRadius Reviewer

Alternatives Considered

OpsGenie

OPsGenie was already chosen when i joined the company so I don't have an answer to this question but surely they must have evaluated PagerDuty.
Anonymous | TrustRadius Reviewer

PagerDuty

When we selected PagerDuty, we evaluated a few other solutions including Moogsoft, BigPanda, VictorOps and Splunk Enterprise. We decided on PagerDuty specifically for the automated on-call escalation capabilities. At the time when we subscribed to PagerDuty, event management was still very early and it was not a core strength. In comparison, event/alert management is a core competency of the other platforms. However, in the other platforms lacked automated on-call capabilities or partnered with PagerDuty to deliver the capability. To carry two solutions didn't make financial sense at the time. Therefore, we went down the path of PagerDuty leveraging the beta event management capabilities. Since then, the event management capabilities are very sound and exactly what we need.
Anonymous | TrustRadius Reviewer

Return on Investment

OpsGenie

  • Time savings with configuration of on call schedules and personnel. Quick and easy to make changes on short notice.
  • We have essentially eliminated the dropped/missed call complaints which used to be routine. Now customers are quickly connected to us hassle free.
Jon Liedtke | TrustRadius Reviewer

PagerDuty

  • Alerts can advise technology staff of an outage before users find out... this facilitates user productivity
  • User satisfaction... they have a sense they can reach support staff anytime and bypass service desk queues
  • Reduce cost of overtime for support staff by allowing us to rotate schedules and not have everyone on-call
Anonymous | TrustRadius Reviewer

Pricing Details

OpsGenie

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

PagerDuty

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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