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PagerDuty is a good tool for rapidly alerting our support staff to issues
July 24, 2020

PagerDuty is a good tool for rapidly alerting our support staff to issues

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

Overall Satisfaction with PagerDuty

PagerDuty is integrated with our various monitoring systems and applications and infrastructure. It is used by our IT Department to warn about potential problems or to alert 24x7 about outages. It is also connected to our service desk to alert us to user escalations on service desk requests from end users.
  • Alert 24x7
  • Ability to filter out noise
  • Maintain an on-call schedule
  • Data can be noisy if not filtered
  • It's somewhat expensive
  • Due to iphone restrictions it cannot sound an alert when phone is in do not disturb mode
  • 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
We would expect a system like PagerDuty to be robust given that we are relying on it to advise us of issues. In fact, we have never experienced an outage or alert delay from PagerDuty. When a system or software or user alerts us, we do find out immediately, except for some overnight scenarios where PagerDuty is currently blocked on iPhones from alerting. There are many mission-critical businesses that need overnight alerts. For example, healthcare workers could benefit from PagerDuty by being alerted overnight to a patient issue.
We have integrated basic email and Slack to PagerDuty, along with our phones via the PagerDuty app. This gives us the ability to have issues right in front of us no matter how we are working. Slack bots also allow us to interact with PagerDuty. We have also integrated PagerDuty into Jira.
PagerDuty is integrated into our service desk. This enables PagerDuty to open a ticket in the service desk, regardless of what kicks off the PagerDuty warning or alert. We can then use the service desk to follow the life cycle of of the ticket, including tracking problem resolution and root cause.
We do not currently use PagerDuty analytics.
PagerDuty has better integrations than OpsGenie. One integration that PagerDuty supports that OpsGenie does not is integration into Microsoft Flow. This allows us further opportunity to automate the routing of certain incidents. Other than that, we did not consider any alternatives when choosing PagerDuty, given its reputation and standing in the industry.
We only needed to contact PagerDuty customer support one time. It's been a while. From what I recall, it was not a great experience. First level kicked it to second level, which went dark on us a few times. They did ultimately help us but it was not quick nor was it seamless.

Do you think PagerDuty delivers good value for the price?

Yes

Are you happy with PagerDuty's feature set?

Yes

Did PagerDuty live up to sales and marketing promises?

Yes

Did implementation of PagerDuty go as expected?

Yes

Would you buy PagerDuty again?

Yes

Well suited for when systems need to alert 24x7; end-users need to alert 24x7; systems generate a lot of warnings, much of which are noise (PagerDuty can filter this out); support staff rotate being on-call (PagerDuty has robust scheduling to handle this). It is not well suited when alerts need to sound overnight... given that at least on iPhones, "do not disturb" blocks the alert.