Nexthink Infinity

What do you like best about the product?

The recent upgrade in AI capability has made the application even easier to use as it can give you NQL starting blocks and usable insights. The interfaces are very simple to use. With the ability to integrate with our service desk software we can use Nexthink campaigns to inform users on their desktop that their ticket has been resolved. Nexthink has allowed our small team to respond proactively to incidents. My favorite feature is probably Remote actions which allows us to rapidly deploy fixes via signed powershell scripts on all online devices within minutes.

What do you dislike about the product?

My current dislike of Nexthink is the background service which sometimes appears to stall when machines come out of hibernation. I am not sure if it is a Nexthink issue or Windows 11 issue.

What problems is the product solving and how is that benefiting you?

Nexthink allows our small team to proactively respond to incidents and monitor devices in our environment. The software has also allowed us to cut down efforts on our refresh cycle as well as cost saving on hardware as we can replace hardware on the basis of score not just age. Built in scripts integrate with Dell and Lenovo to return device and battery warranty information.

What do you like best about the product?

As an IT leader, I get the most value from Workspaces and the reporting & analytics dashboards. Workspaces is like having an AI analyst on the team. I can ask it questions about our IT environment and it surfaces specific, tailored insights on what we should be prioritizing, instead of me having to dig through data myself. The reporting side has replaced a lot of manual spreadsheet work too. I can pull consistent, data-backed reports on demand to support strategy and show IT's impact to stakeholders. Together, they've helped shift our team from reactive firefighting to a more proactive, metrics-driven approach.

What do you dislike about the product?

The learning curve is steep, and setup takes real time to get right. There's also so much data available that it can be overwhelming to know where to even start — without some guidance or a clear framework for prioritizing what to look at first, new users can easily feel lost in the platform rather than empowered by it.

What problems is the product solving and how is that benefiting you?

Nexthink has moved us from reactive IT support to a proactive, data-driven approach. Workspaces helps surface what to prioritize, and dashboards give me reliable data for leadership. We've diverted a meaningful number of tickets from our Service Desk, and our Service Desk team uses a catalog of remote actions that saves them time on routine fixes. The Accelerate program has also given us hands-on help from Nexthink when we hit hurdles on our own. Overall, we have better visibility, lower ticket volume, and a stronger case for IT's impact.

What do you like best about the product?

Overall, I like being able to get a big-picture view of the health of my environment while still having the option to drill down into the smallest details. When issues are found, I can respond quickly to remediate them, and I can also take proactive steps to help prevent them from happening again.

What do you dislike about the product?

In some cases, there isn’t a clear, tangible metric that shows the value of what we’re doing. I know that value is there, but it’s often difficult to demonstrate or prove empirically.

What problems is the product solving and how is that benefiting you?

We provide our Level 1 and Level 2 teams with remediation options through the workspace, using remote actions or flows. We also share relevant data with internal teams and leadership, and we proactively address common issues across the environment.

What do you like best about the product?

The insights we gain on endpoint performance are way beyond any other product in this category. I love the fact that all of the data is easily accessible via the Nexthink Query language. The DEX score is completely transparent so it is easy to see exactly what is detracting from the score and what has changed over time.

What do you dislike about the product?

The alerting could be a lot better. Lakeside Systrack Sensors do a better job of identifying potential impactful issues like memory leaks.

What problems is the product solving and how is that benefiting you?

Before Nexthink, our L1 and L2 teams had to remote into every user's machine to solve issues. With Nexthink, many of the issues can be solved remotely or auto-resolved.

What do you like best about the product?

What I value most about Nexthink is the Workflows engine - it's where we've seen by far the greatest return. Workflows let us orchestrate Remote Actions, custom functions, conditional logic, loops, and external API calls into a single automated process, turning what used to be multi-step manual runbooks into repeatable, hands-off automation.

A big part of the ROI is the visual builder itself. Composing a workflow - chaining Remote Actions, branching on outputs, looping over affected machines, wiring in API calls - through the UI is dramatically faster than hand-building the same orchestration and glue code manually. What would otherwise be a scripting project becomes a drag-and-connect exercise, which means we stand up new automations in a fraction of the time and hand off maintenance far more easily than a pile of bespoke scripts.

The integration story compounds that. Being able to make external API calls mid-workflow means Nexthink isn't a silo - it becomes the automation hub tying our endpoint data to the rest of our tooling. Rather than exporting data and stitching systems together elsewhere, we reach out to external systems inline, which cuts development time and keeps the whole process in one place. Combined with branching logic and loops, we build workflows that adapt to what they find rather than running a fixed script blindly.

The AI capabilities have been a genuine accelerator too. One of the most valuable things I've done is craft a prompt for use with Workspace AI that produces complete, import-ready dashboards - rather than assembling widgets and queries by hand, I can generate a full working dashboard from a well-structured prompt and refine from there. That's taken dashboard creation from a tedious manual build to a matter of minutes, and it means less time starting from a blank page and more time on the analysis that actually matters.

Put together, the return has been concrete, automations that previously took an engineer hours of manual investigation and remediation now run automatically and consistently across our entire Windows estate, physical and virtual workstations alike. The visual builder, the integrations, and the AI assistance each cut development time, and together they let a small team punch well above its weight.

What do you dislike about the product?

Honestly my complaints are mostly small quality-of-life things rather than anything that undermines the product. The workflow designer in particular has some rough edges. You can't fully control line and connector placement, so complex flows can get visually messy, and there are structural constraints that occasionally force you to redesign around them rather than build the way you'd expect. For example, the Repeat block caps at 10 iterations and you're limited to one per workflow, which meant architecting a state-file approach to process items in batches rather than looping through everything in a single run. Error visibility in loops could also be better. When multiple iterations fail, you often only get detail on the last one, which makes troubleshooting slower than it needs to be.

That said, none of these have been dealbreakers, and the reason they don't bother me much is Nexthink's responsiveness. When I hit a repeatable issue or a genuine gap, I report it and it either gets fixed or lands on the dev backlog as a feature request. That feedback loop matters more to me than any individual rough edge. Knowing the product is actively evolving, and that real customer pain points make it into the roadmap, counts for a lot. I'd rather use a platform that's improving in the directions its users actually need than one that's polished but static.

What problems is the product solving and how is that benefiting you?

The core problem Nexthink solves for us is closing the gap between seeing an issue on our endpoints and actually fixing it, at scale, without touching machines individually. We manage a fleet of Windows workstations, both physical and virtual, and before Nexthink that work was spread across a mix of tools like SCCM, Intune, and GPO. That meant stitching together several systems and often still remoting into hosts one at a time to run scripts by hand, hoping we caught every affected machine. Now we detect state and remediate it programmatically across the whole estate from one place.

Concretely, we've used it to automate things that used to be painful manual jobs. We deregister retired devices from Autopilot automatically instead of clicking through the portal. We keep application packages current on our AVD session hosts by having workflows download, verify, and swap them in on login, with integrity checks and rollback so a bad download never leaves a machine broken. We check connectivity and agent state, validate configuration, flatten group membership for access management through Graph API calls, and remediate drift, all as automated workflows rather than one-off scripts. Because a workflow can chain Remote Actions, branch on their output, loop, and call external APIs, we can build a process that adapts to what it finds and acts on it end to end.

The benefit shows up in a few ways. The obvious one is time. Jobs that took an engineer hours of investigation and hands-on remediation now run on their own and finish consistently. The less obvious one is reliability. Automated workflows do the same thing every time, so we've cut out the human error that creeps in when you're doing repetitive fleet work manually. And the real-time endpoint visibility means we can catch and diagnose intermittent problems that would otherwise be gone by the time a user files a ticket. For a small team, that combination lets us cover a lot more ground than our headcount would normally allow, and it's shifted us from reacting to problems one machine at a time to solving them across the fleet in a single, repeatable process.