Opsgenie Review

Atlassian
Product:
Vendor:
Founded:
Headquarters:
Opsgenie
Atlassian
2002
Sydney, Australia
Ownership:
Customers:
Deployment Model:
Free Trial:
Public
180,000+
Cloud
Yes

Opsgenie At A Glance

Good: Free plan for teams with up to five users, integrated chat and web conferencing tools for enhanced collaboration, alerts delivered via multiple channels.
Bad: Short learning curve, alert correlations feature isn't offered.
Bottom Line: Cloud-based software that empowers IT teams to manage their alerting and on-call processes.

Product Overview

Opsgenie is an incident management solution that helps IT teams stay on top of on-call and alert management processes. It groups alerts and sends them via multiple channels, so IT teams can quickly act on critical events. Users can customize their routing rules and schedules to fit their workflows. Opsgenie has collaboration tools to ensure everyone stays in the loop during a critical event.

The software has numerous benefits, such as:

  • Increased efficiency
  • Improved internal and external customer satisfaction
  • A free plan for up to five users
  • Integration with over 200 monitoring, ticketing and other third-party applications

Features

Opsgenie has many features. Here are some of its key ones.

Alert management – Opsgenie sends time-sensitive alerts through multiple channels, such as email, SMS, phone and mobile push notifications. Users can customize alert messages, such as adding tags, with a drag-and-drop interface. Opsgenie has default alert actions (e.g., Add Note, Close), but users can add custom responses and automated actions, too. The Heartbeats feature checks status of the monitoring system and notifies users if it’s not active. Additional alerting features include alert lifecycle tracking and notification policies to combat alert fatigue.

On-call management and escalation – Users can create on-call schedules by daily, weekly or custom rotation frequency, and they can define specific scenarios like weekend or after-hour coverage. They can set up routing rules and escalation policies based on source, priority or timing. The on-call overrides feature accommodates scheduling conflicts and lets users transfer shifts, and it also sends reminders to users when their on-call shifts begin and end. Finally, users can set up call routing rules that direct customer phone calls to the right person or team.

Incident Management – This feature lets users plan ahead for any service disruptions. When a disruption does occur, Opsgenie can send messages, create a status page and loop in the various teams. The incident templates allow users to set up different workflows based on the incident urgency and priority. Users can predefine the teams that need to respond to an incident and add details to a status page. Opsgenie integrates with Jira Software and Jira Service Desk, so users can track any follow-up tasks related to an incident. Additional Incident Management features are Post-Incident Analysis, an Incident Timeline and the ability to track incidents for public-facing services.

Communication and collaboration – Users can coordinate an incident response communication plan by setting up an Incident Command Center (i.e., a virtual war room) that leverages chat tools (e.g., Slack, Microsoft Teams) and web conferencing systems (e.g., Zoom, WebEx, GoToMeeting, Skype). This way, all communications is done without having to leave the Opsgenie platform. For web conferences, conference bridge details is automatically added to an incident, and users can create a dedicated Slack or Teams channel for that specific incident.

Reporting and analytics – The software has reporting and analytics templates for various metrics, such as Operational Efficiency, On-call Workflow Distribution, Conference Efficiency, Infrastructure Health and Post Incident Analysis. Users can also see a monthly alert distribution overview in the standard dashboard and share reports by email.

Incident Investigation – The Incident Investigation feature let users investigate incidents relating to code deployment. Users can see a timeline of successful and failed code deployments in a dashboard, and they can drill down into a specific deployment to identify possible causes or the developers responsible.

Target Market

Opsgenie targets software teams in companies of all sizes. We’ve listed several of its customers below.

  • Bitly
  • Columbia University
  • EBSCO
  • Glassdoor
  • HillSouth IT Solutions
  • Kent State University
  • Looker
  • The Washington Post
  • Whole Foods

Implementation/Integration

Atlassian offers Opsgenie as a stand-alone solution or as part of its Jira Service Management cloud plan. If the organization prefers the stand-alone software, they can sign up for a free plan (if less than five users) or participate in the 14-day free trial and then choose a paid plan at the end of the trial.

Users can participate in webinars, watch videos or access the Quick Start guide to learn more about Opsgenie.

The software integrates with many third-party applications, such as chat tools (e.g., Slack), network monitoring systems (e.g, Datadog) and automation software (e.g., Bitbucket).

Customer Service & Support

Atlassian’s support portal includes a knowledge base, community forums and a suggestion forum where users can request features and report bugs. Users can also submit support requests.

The paid plans include email and live chat support during regular business hours, and the Enterprise plan offers 24/7 email, chat and phone support.

Pricing

There is a free plan for up to five users, and it includes basic alerting and on-call management features. Opsgenie has three paid plans (based on annual billing):

  • Essentials – The Essentials plan costs $9 per user, per month and includes additional alerting features and adds on incident management functionality.
  • Standard – The Standard plan costs $19 per user, per month and includes unlimited alerting and incidence management features.
  • Enterprise – The Enterprise plan costs $29 per user, per month and includes advanced incident management and enterprise collaboration features.

Shortcomings

Some users have mentioned that Opsgenie has a short learning curve and that they would like additional features, such as alert correlations.

Screenshots

Atlassian Screenshot 1
Atlassian Screenshot 2
Atlassian Screenshot 3

About

Founded in 2002, Atlassian provides professional teams with tools for end-to-end software development. In addition to Opsgenie, other solutions include Confluence, Bitbucket, Statuspage, Trello, Jira Software and Bamboo. Atlassian provides a marketplace of add-on apps, both free and paid, for customizing each solution.

Atlassian believes in five core values: open communication among employees and customers, being a team player, building solutions with heart and balance, being open to seeking change and prioritizing customer service.

Atlassian regularly conducts user group events worldwide where users can network, and share ideas and best practices relating to any of Atlassian’s software.

Headquartered in Sydney, Australia, Atlassian has locations in San Francisco, Austin (TX), Japan, the Netherlands and the Philippines.

Send feedback or corrections to feedback@betterbuys.com.

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