PagerDuty Review
July 21, 2020

PagerDuty Review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with PagerDuty

We use PagerDuty for urgent issues and escalations. We are an MSP that handles 24/7 coverage even though we aren't staffed 24/7 so PagerDuty enables us to provide coverage to all our clients and meet our SLAs at all hours of the day. We currently utilize the Email (for Zendesk) and Nagios integrations but we have utilized Icinga and Zabbix integrations in the past. PagerDuty allows us to keep our customer ratings and satisfaction while also allowing us to not be tied to our computers 24/7.
  • Integrations
  • On-Call Schedules
  • Reliability
  • Phone/SMS/Push Alerting
  • On-Rotation Heads-up Alerting
  • Mobile App Override Entries
  • Mobile App Schedules/Functionality
  • Granular Reporting
  • Meet our SLAs
  • Improve our Processes
  • Reduce Fatigue/Stress
We have never noticed an outage with PagerDuty or had any issues. We have always gotten alerts and paged which has helped us meet our goals and not worry about alerting.
We utilize the Nagios integration and it has helped with false positives as well as making sure alerts are handled. Instead of resolving alerts and forgetting about them, we let the API integration resolve the alert for us. That makes sure we solve the problem and then let it resolve the PagerDuty alert so that we don't silence an alert that still hasn't be fixed. It has helped us from our previous email integration where we would resolve an alert, think the problem was fixed, but it wasn't and then we had to deal with the aftermath.
This is one process that we don't utilize PagerDuty for and haven't ever used it for. So I couldn't comment on this.
Both the above products (although they could do more, such as alert filtering), were too bulky and cumbersome. Building simple alerts and integrations were time-consuming and more hassle then they should have been. Escalation policies were also difficult and cumbersome to set up compared to PagerDuty.
The ease of use and simplicity of the product helps get things going quite quickly. The couple of improvements that could make the product better are the Mobile App Functionality of adding overrides and changing schedules easier than currently and the use of filtering on alerts coming in so that the same integration for alerts but they are broken up to different policies/schedules when hitting the PagerDuty system based upon subject/body content.

Do you think PagerDuty delivers good value for the price?


Are you happy with PagerDuty's feature set?


Did PagerDuty live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of PagerDuty go as expected?


Would you buy PagerDuty again?


Piece of Mind from a reliability standpoint and Ease of Alerting. PagerDuty allows you to build Escalation Policies while still allowing each individual to have their own alerting profiles tailored to them. The Mobile App allows basic functionality for ACK, Resolve, and Escalating but could use some work in adding overrides and making scheduling changes through it.