Based on 147 reviews and ratings
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.
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.
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.
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.
Provided by the TrustRadius Research Team
Published on July 6, 2020
Likelihood to Recommend
- 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.
- 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.
- 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.
- 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.
Likelihood to Renew
Return on Investment
- 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.
- 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