DEX is the core for enhancing IT
What do you like best about the product?
AI support is very useful. It helps with issue troubleshooting and allows for a deeper dive to identify the root cause.
What do you dislike about the product?
Nothing to complain about—everything is perfect. The support team and the documentation were very helpful.
What problems is the product solving and how is that benefiting you?
It’s been very helpful for managing my end users and improving their digital employee experience.
Nexthink is a fantastic product - highly recommend
What do you like best about the product?
It gives us insights into issues we have never had, while allowing us to proactively resolve problems. We are very excited to begin using Spark.
What do you dislike about the product?
There are frequent "we ran into an issue" screen that requires a refresh on certain screens - it is more of an annoyance than anything else.
What problems is the product solving and how is that benefiting you?
We are getting insights into device performance that we've never had (full hard drives, system crashes) that allow us to reach out to the users first, before they open a ticket.
Rapid Feature Updates and New Functionality
What do you like best about the product?
The quick addition of newer features and fucntionality
What do you dislike about the product?
Less capability in the iOS Mobile spaces
What problems is the product solving and how is that benefiting you?
DEX Ops, AI Enablement
Daily diagnostics have shortened resolution times and provide detailed user issue insights
What is our primary use case?
My main use case for Nexthink is to resolve and analyze problems, identify devices, identify running applications, and much more.
A specific example of how I have used Nexthink to analyze problems and identify devices is when a system issue occurs on a user's system and a user has logged a complaint. I connect with the user, take their hostname, input it into Nexthink, and trigger Amplifier. Once Amplifier runs, it provides me with complete diagnostic results.
I use Nexthink daily to identify issues and determine the next course of action, primarily to resolve fixes including updates or configuration issues that can be resolved immediately.
What is most valuable?
The best features Nexthink offers include Amplifier, which provides a detailed view in the form of a report.
What I appreciate most about Amplifier or the detailed reports it provides is that it helps me see complete data and analysis reports from whatever Amplifier I am running or executing on the user system, and that gives me the results. This is the best feature I find very valuable.
Initially, resolution used to take more than two to three days, but after using Nexthink, it has been immensely reduced, and with an immediate click, it has helped resolve the issue in a single action. This is a very powerful transition that has occurred due to Nexthink.
What needs improvement?
Nexthink can be improved based on how we choose to take it forward upon the requirement, which does depend on the project and project complexity. If a project requires complex analysis, we need to program Nexthink accordingly.
An additional improvement I would like to suggest is that if we have more scope for analysis or in terms of running Amplifier that currently tells me only a few reports, I would like it to bring more reports and a more detailed view, which will help us analyze the next course of complex issues to be resolved.
For how long have I used the solution?
I have been using Nexthink for more than six months.
What do I think about the stability of the solution?
Nexthink is stable in my experience.
What do I think about the scalability of the solution?
Nexthink can scale up easily and handles growth well when my organization adds more users or devices.
How are customer service and support?
The customer support is very good.
How was the initial setup?
It was very easy for my team to learn and adopt Nexthink because it is very user-friendly.
What other advice do I have?
I would like to add that the features have a continuous improvement aspect, so anything that we find needs to be added, we implement accordingly, conduct testing, and upon that, we bring that implementation into production.
Nexthink is helping to reduce the resolution time, which positively impacts us by receiving very good feedback from clients.
I believe Nexthink has strong security features, and it also depends on how the administrator has configured it to capture data. I think it is safe and secure, particularly since the organization is already secured in terms of implementing configurations.
I find the reporting and analytics capabilities in Nexthink not really detailed, but they provide what is actually required. They do not always meet our exact expectations, but they are vital enough.
The performance and speed of Nexthink when running analyses or reports are medium; it is not really fast, but it is fast enough compared to human interaction in resolving issues.
I would describe the user interface and overall user experience with Nexthink as friendly.
The level of documentation and resources available for Nexthink is satisfactory; I have gone through tutorials up to an intermediate level and am progressing toward the advanced level.
I will definitely recommend Nexthink to others looking into using it.
Complete IT Visibility and Proactive DEX Insights with Nexthink
What do you like best about the product?
Nexthink is a Digital Employee Experience (DEX) tool used by enterprises to monitor, analyze, and improve employees’ IT experience across devices, apps, and the network.
It provides complete visibility into the IT environment, helps with proactive issue detection and resolution, and supports automation and self-healing to reduce recurring problems. It also offers a Digital Employee Experience (DEX) score to help track and understand the overall employee IT experience.
What do you dislike about the product?
High cost. The implementation can be complex, and there’s a steep learning curve to get up to speed. In some cases, I’ve noticed performance overhead as well. I also have privacy and compliance concerns, and integration can be challenging depending on the existing setup.
What problems is the product solving and how is that benefiting you?
1. Lack of visibility into end-user issues
Problem:
IT teams often don’t know what users are actually experiencing (slow laptop, app crashes, VPN issues) unless someone raises a ticket.
What Nexthink does:
It provides real-time monitoring across devices, applications, and the network, and it surfaces data that reflects the real end-user experience.
Benefit to you:
You’re no longer working blindly. Instead, you can spot issues earlier and be proactive rather than purely reactive.
2. Too many IT support tickets
Problem:
Support teams get overloaded with repetitive, recurring issues (slow systems, login delays, Teams issues), which takes time away from more important work.
What Nexthink does:
It helps detect patterns across users and can automate fixes through self-healing scripts.
Benefit to you:
This can lead to a significant reduction in ticket volume and free up more time for strategic work.
Campaigns and workflows have reduced support contacts and empower users to self-troubleshoot
What is our primary use case?
My main use case for Nexthink is using Windows Hello for Business, which helps our users receive the Windows Hello notification on their system so that they can set up their PIN.
A specific example of how I use Nexthink with Windows Hello for Business is through a campaign that runs on users' systems and lets them know they need to set up a PIN to log in easily during their daily login.
How has it helped my organization?
Nexthink has positively impacted my organization by helping our service desk in many different ways. We used to receive numerous calls, but now, since we have the API and self-troubleshooting available in the catalog or portal, users can address common issues with Microsoft Teams or Microsoft Outlook, which reduces customer contact for our organization.
We used to receive around 22,000 customer contacts in a month last year, which has reduced to 14,000 in a month currently.
What is most valuable?
The best features that Nexthink offers are the campaign and the workflow within our environment, which helps users easily replace their systems and self-troubleshoot without reaching out to any IT service desk.
The campaign and workflow features help users self-troubleshoot by reminding them when they are using a retired machine and informing them that the life cycle of this machine has expired, allowing them to either continue using it for the next month or raise a request for a replacement machine, which benefits both the user and the company in complying with asset data.
I appreciate the ability to check their life cycle date via Nexthink on a monthly basis, as we roll out some kind of campaign for them.
What needs improvement?
Nexthink is solid, but I see that the upcoming updates include Spark, which will help our company easily gather data regarding user responses to our campaigns.
For how long have I used the solution?
I have been using Nexthink for more than one and a half years.
What do I think about the stability of the solution?
Nexthink is stable in my experience.
What do I think about the scalability of the solution?
Nexthink's scalability is good.
How are customer service and support?
The customer support is very easy to contact, and they respond instantly whenever we have issues with remote actions or workflows.
Which solution did I use previously and why did I switch?
We did not use any solution before Nexthink; this is the first time we are using it.
How was the initial setup?
I am not really aware of the pricing, but I can say that it is very easy to set up the extension in our browser, allowing us to troubleshoot from there.
What was our ROI?
Nexthink has helped with license reclamation use cases, where many software applications are already installed on user machines that our vendor pays for, and rolling out the campaign has allowed us to identify unnecessary software and remove those licenses, saving costs.
Which other solutions did I evaluate?
Prior to choosing Nexthink, we evaluated SysTrack, but it did not help in service desk operations, which is why we moved to Nexthink.
What other advice do I have?
I would advise others looking into using Nexthink to create use cases as much as possible, as this helps the vendor improve their business operations and run smoothly.
I give this product a rating of 10 out of 10.
Remote control has streamlined daily ticket handling and saves significant support time
What is our primary use case?
My main use case for Nexthink is access remote control. I use Nexthink for remote control in my day-to-day work by searching about the user ID, finding their desktop, and sending the request to remote their access.
How has it helped my organization?
Nexthink has impacted my organization very positively. It is faster to deal with tickets.
What is most valuable?
The best features Nexthink offers are archiving and fixing issues through remote control. The archiving feature helps because it has fixed the issue remotely.
What needs improvement?
Nexthink can be improved by offering more solutions. Everything appears to be there regarding the needed improvements.
For how long have I used the solution?
I have been using Nexthink for around one year.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
Nexthink's scalability is good.
How are customer service and support?
The customer support is very good.
Which solution did I use previously and why did I switch?
I did not previously use a different solution.
Which other solutions did I evaluate?
Before choosing Nexthink, I did not evaluate other options.
What other advice do I have?
My advice for others looking into using Nexthink is that they should use it to make their work faster. Nexthink saves a lot of time. I would rate this product a 9 out of 10.
Real-Time Insights That Empower IT Teams
What do you like best about the product?
It is used for digital employee experience platform that provide IT teams with real time analysis
What do you dislike about the product?
Step learning curve and high cost and need to be used for all the organisation
What problems is the product solving and how is that benefiting you?
It must robust application to all the business and required the good view of analytical
Exceptional End-User Insights and Growing AI Value
What do you like best about the product?
My team is highly focused on the end user experience from a sentiment lens. I love the visibility that Nexthink brings to the end user experience. The increasing AI capabilities are adding value to the sentiment data as well.
What do you dislike about the product?
I find some of the OOB reporting capabilities lacking for end users who are not skilled in coding or running queries in Nexthink; as a "non-technical" user, I'd like the ability to adjust reporting filters on sentiment data, comments, etc. as needed.
What problems is the product solving and how is that benefiting you?
Nexthink allows my organization to get a view into our end users experience with technology, not just through the lens of performance of the technology but also (and I think just as importantly) through the lens of their sentiment about the technology provided to them. This allows us to understand pain points and sets us up to look for strategic opportunities to solve for end user experience, vs. being reactive to issues that arise in the environment.
Real-Time Monitoring Transforms Issue Resolution, But Table Joining Needs Improvement
What do you like best about the product?
Real time event monitoring that allows for direct correlation of the current environment to specific issues. Removes the guess work in terms of how to best proceed to address issues. This applies not only to new issues that are discovered but also allow for identifying and resolving issues that have traditionally eluded easy remediations. Having items like Workflows in our toolset allows us to put in place checks to ensure devices are performing optimally and relieving those frictions points for our Business Partners. No longer do they have to suffer in silence as we can identify and remediate issues that would otherwise go unreported. Nexthink has also shown to be easily adoptable by L1 analysts as they make use of it daily and have some of the highest engagement in our organization. Anytime changes are made to the product the changes are well documented along with additional training that can be used to assist with best use of newly added features. Anytime issues are encountered where a support ticket is needed, they are very responsive and willing to assist without the communications becoming overbearing, engagement seems to be in a good spot in that regard. With the collector being natively installed and updates occurring at nice pace we don't have to overly concern ourselves with how to best integrate the product offering in our environment from an implantation standpoint. Its easily managed allowing more time to focus on DEX improvements.
What do you dislike about the product?
One of the items I constantly struggle with is the ability to easily join different tables within investigations. If there was a way to make this happen natively or allow for ease of access when attempting to join tables it would be huge. The ability to easily tie devices to users\departments based on Azure ingestion versus CSV imports would be a game changer. Limited monitors from an alerting standpoint as we have multiple Tier 1 apps, we would like to account for an alert on but have to be very selective in setup. I understand why this is the case, but it is something that causes potential unnecessary pain points in that space.
What problems is the product solving and how is that benefiting you?
Issues with disk space on both shared and non-shared devices, assists with Windows OS updates allowing the ability for the Business Partner to self-serve and update on their terms prior to mandatory deployment, BSOD remediation and driver compliance items with the ability to push drivers to devices when needed and again allow for them to select a time for a driver category that could possibly cause disruption to be ran. Allows for use to be more efficient from a deployment stance as we can first check any binary that is to be updated with use of Binary Profiling then if deployed, we can monitor the devices receiving the package via our Baseline Dashboard. Microsoft Teams Room monitoring to make sure those rooms are up and running when needed since they are not used daily removing the need for analyst to check onsite or with use of other tools that do not provide the insights that Nexthink provides. It allows for us to place an application in AppEx that is being tested and provide insights to the app owners so they can adjust as needed prior to the app going into Production. No longer is it a situation where a new application is placed into the environment and not being able to know or understand the impact it will have, we can see this well before implementation. This list could go on forever, essentially it is helping us solve the problem of how to best deliver services to the Business Partner and do so as a collaborative team member\partner versus the old ways of performing IT related changes (push it an hope the best).
