A great solution to problems you might not know you have
August 09, 2020

A great solution to problems you might not know you have

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

Overall Satisfaction with PagerDuty

PagerDuty is used as the notification and escalation service across the company for technical issues. Our service operations center uses it to escalate to the on-call engineers based upon team-based schedules. For higher severity issues, it is used to do broad notifications to both technical, business, and leadership roles of an issue. We have personal in multiple areas of the world and have been able to leverage PagerDuty globally.
  • Coverage where we need it.
  • Ability to manage complex on-call schedules with multiple layers.
  • Multiple notification methods and the user ability to configure those.
  • Adjusting a schedule when people join or leave a team can be annoying when attempting to get a schedule to put a certain person on a certain calendar week.
  • While it has gotten better, there were issues with PagerDuty coming as new numbers and users thinking it was spam and ignoring/blocking the numbers. Took some user training.
  • Even when you know where the schedules are in PagerDuty, navigating to them from the main page takes some effort.
  • Simplified our on call escalation process.
  • Made our on-call process more reliable and streamlined.
  • Reduced time to respond on incidents.
PagerDuty has been so reliable that we just count on it being there. It allows our organization to never miss a critical alert. It has taken us from a mishmash of manual processes on high severity issues so that the business side was notified to a single workflow that handles all of the responses and escalations automatically.
PagerDuty has many integrations. Our use of PagerDuty has been primarily as an escalation service and we do not use it as our alert console. So we have not taken advantage of many of PagerDuty's integrations. One integration that has been huge to us is the integration with Slack. The Slack integration has allowed us to have channels were people who are not on call can still see what is happening and has happened for services they care about. I can see, at a glance who has been escalated to, whether they responded, and what are the re-occurring issues.
Our organization uses PagerDuty, in part, to broad notification and escalation to multiple technical and business teams during high severity incidents that are customer impacting. That workflow has allowed a single automated process to streamline and simplify the work of the service operations center as they do not have to worry about if someone has responded (PagerDuty handles that) and escalating if they have not (PagerDuty handles that). It gives a console that they can consult at a glance to see that the appropriate parties are all engaged. It allows for even complex high severity incidents that involve many teams to be engaged quickly and effectively.
Engagement with PagerDuty Support has been better than expected and it felt like they've taken our feedback and used it to add features we requested in years past.

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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.