PagerDuty

Score8.6 out of 10

314 Reviews and Ratings

What is PagerDuty?

PagerDuty, Inc. (NYSE:PD) provides digital operations management. Serving organizations of all sizes, PagerDuty aims to help them deliver a perfect digital experience to their customers, every time.

Categories & Use Cases

Media

Screenshot of Similar Incidents [Apple iPad], Open Incidents [iPhone 8], On-Call Schedule Menu [Apple Watch])

Screenshot of the Machine Learning with Technical Service Dependencies, used to better understand related incidents.

Screenshot of a glimpse of service health and team performance via PagerDuty’s Intelligent Dashboards.

1 / 3

Screenshot of Similar Incidents [Apple iPad], Open Incidents [iPhone 8], On-Call Schedule Menu [Apple Watch])

#1 most frequent

Information

26.4%

766 installations of 2,905

#2 most frequent

Professional, Scientific, and Technical Services

21.8%

632 installations of 2,905

“This solution is well designed for handling all the production system failures that are critical and creating negative impacts on our application it sent us an alert and redirect the tickets to the support engineer to address the issues fastly.”
— Technical Specialist, GlobalLogic (1001-5000 employees)

#3 most frequent

Manufacturing

7.4%

216 installations of 2,905

“The robust PagerDuty mechanism ensures it is always available for rescue if and when an issue arises.”
— Product Manager, Cipla (10,001+ employees)

Jitu Yuddapa View profile

Project Manager in Information Technology at Vanguard (10,001+ employees employees)

Use Cases and Deployment Scope

We use PagerDuty to ensure the right people and teams get the right information about the right problems at the right time. Before PagerDuty, it was very hard for us to do that manually, but now most of these things are automated, so we do not need to do that manually. If our team faces production issues, service downtime, server problems, or any critical failure.

Pros

Instant alerts through call, SMS, or application without any delay.
Integration with monitoring tools like AWS, Datadog, or CloudWatch become easy.
It also does well in handling high priority incidents.
It has improved overall team coordination during incidents.
Problem resolution is quick to response.

Cons

User Interface is little bit confusing at start.
High price for small teams and companies.
Reporting could be more accurate.
Mobile application need many improvements.

Most Important Features

Incident Alerting.
Real-time notification for any error across multiple channels.
Incident visibility and tracking.
Post-incident analysis and reporting.
On call scheduling and rotation.

Return on Investment

Reduced our downtime significantly.
Revenue increased with high percentage of growth.
Relationship with clients has become strong and stable.
Clients are happy and ready to extend our contracts.
Teams has less work load and stress.

Alternatives Considered

OpsGenie and xMatters

Other Software Used

SAP Service Cloud, Miro, Asana, LogicMonitor

Pankaj Tiwari View profile

Specialist in Sales at IQOR (10,001+ employees employees)

Use Cases and Deployment Scope

In our collections team at IQOR we mainly use Pagerduty for managing critical operations alerts and to ensure every account related issues are esclated timely. PagerDuty mostly feels very handy especially when a high priority requires proper attention or immediate follow up caused by any of the failed payments or system flags. In no time, it immediately notifies the related agent or directly escalates to our team leader if required.

Pros

PagerDuty feels like something you can absolutely rely on... because in the rarest case where an alert is not acknowledged by the relevant agent, the alert automatically is escalated to our TL, which saves any possible errors or misses.
In terms of integration, I would rate it a 9.4 as it's absolutely seamless with Microsoft Teams or emails, ultimately resulting in a reduction of errors in work, which I greatly appreciate about PagerDuty.
In some cases, when an account requires input from multiple agents, PagerDuty makes sure to notify each of the relevant ones.
Other than this, sometimes when we have new joinings, it becomes easy for us to train them because every alert or response is recorded or logged. Because of this feature, we are able to check our past actions as well, so that a good feature about PagerDuty.

Cons

From what I have observed, I say customization of notification and alert prioritization are the areas where PagerDuty can be improved. As in our collections team, we also deal with high priority accounts and lower priority system flags, PagerDuty definitely sends the alert, however this sometimes becomes messy. For ex, we had to spend extra time to create multiple escalations and test them in order to handle the priority accounts at first, then others, and that too without overwhelming our team with lower priority notifications.
I would highly recommend PagerDuty if it begins to offer something more intuitive, premium templates.... otherwise it's a great tool, I would say.

Most Important Features

Basically, it makes our shifts and on call management quite easy and we are able to maintain the coverage across all hours without hesitation.
Dashboard acts amazingly by providing us the proper visibility into active alerts, if any, and response time as well.
The mobile application feature is also great because I can receive and acknowledge or respond to alerts from a smartphone.

Return on Investment

From my whole team's perspective, it allows all the agents to focus on resolving instead of continuously monitoring their systems and helps them not to chase invalid customer, which has impacted our overall floor productivity
A downside about PagerDuty, what I feel would be that there is very little investment in time to set up escalation rules, integration, especially for our priority accounts

Alternatives Considered

Splunk On-Call

Other Software Used

Microsoft Teams, S4 for Salesforce

Nitin Mishra

Talent Acquisition Specialist in Information Technology at Tekgence (501-1000 employees employees)

Use Cases and Deployment Scope

We use Pagerduty for our Teams on-call schedule and to ensure that technical issues are handled efficiently. It serves as our central system for all alerts and ensures the team is handled more strategically and efficiently.

Pros

Advanced on Call scheduling.
Event Orchestration.

Cons

Mobile application interface not helpful for admin tasks.

Most Important Features

Timely alerts so that we never miss important messages.
Even Orchestration.

Return on Investment

Talent retention and hiring.
Saves a lot of money by giving timely alerts.

Alternatives Considered

OpsGenie

Vismay Pandit View profile

Product Manager in Product Management at Cipla (10,001+ employees employees)

Use Cases and Deployment Scope

My organization deployed PagerDuty solely to resolve incidents that were previously scattered across emails, making them difficult to track. PagerDuty has a brilliant interface that logs incidents and helps me track issues encountered with software and apps on my workstation. It requires very few details, such as a date and time stamp and a brief description of the issue, to get started.

Pros

Technical glitch and its documentation.
Resolving and tracking incidents in real time.
24*7 monitoring and scanning of issues.

Cons

Installation and integration was a bit time consuming.

Most Important Features

Smart AI based monitoring for documentation of major incidents.
Manual logging of issues and tracking updates.

Return on Investment

Financial figures indicate a profitable journey with PagerDuty.

Other Software Used

Microsoft Teams

Allan Lam

System Engineer in Information Technology at ESCALENTA (501-1000 employees employees)

Use Cases and Deployment Scope

PagerDuty has been instrumental in our IT department as we integrate it with monitoring platforms to help trigger alerts in real-time. Though automation the triggered alerts are acknowledge and escalated to the right team. This ensures that we no longer have delayed alerts and eliminate manual monitoring.

Pros

Reliable alerts escalation
Seamless on-call scheduling across teams.
Offers structured incident response
Strong integration.

Cons

Simplify the configuration.
Make advanced feature more accessible.

Most Important Features

Incident alerting and triggering.
Incidents escalation and routing.
Alerts deduplication.

Return on Investment

Ensures faster and accuracy in response to incidents.
Improve customer services experience.
Fewer SLA penalties.

Other Software Used

Slack

Splunk On-Call

xMatters

OpsGenie

PagerDuty

What is PagerDuty?

Categories & Use Cases

Media

Most Frequent Users

Information

Professional, Scientific, and Technical Services

Manufacturing

Reviews

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Other Software Used

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