My main use case for Nexthink is as a desktop analytical tool. We have used it primarily to conduct proactive ticketing for different issues that are reported on the desk and also to analyze the complete environment and identify which applications or particular sectors are affecting overall user experience.

One specific example of how I have used Nexthink for proactive analysis and troubleshooting involved a situation where VPN was not working for most employees in the environment and they were unable to connect to VPN. We received an alert from Nexthink about this issue. After that, we enabled self-remediation using Nexthink remote action and deployed those remote actions to all devices experiencing this problem. This is a high-level overview of how we resolved an issue before it started impacting different users.

Nexthink is not limited to investigations and providing insight of the environment. It has also helped us to manage the licensing aspect through license optimization, where we identified whether users were not using particular licenses and coordinated with software asset management to optimize that component.

Out of all those features, I find myself using L1 checklist the most because it is very helpful when we are providing proactive solutions to the first level of contact. Now they are equipped with a tool where they can use it very quickly while they are on call with the customer and make their experience far better than before.

Nexthink has positively impacted my organization by helping us achieve a high user satisfaction ratio. We have performed user surveys and gathered feedback from user sentiments, and the results improved significantly after the deployment of Nexthink because application crashes are minimized and users are not getting frequent issues on their devices. This really helps any end user because if they are not struggling with day-to-day issues with applications, it is a win situation for both IT and customers.

When talking about specific outcomes or metrics, we started with a user score of 65 out of 100 and now we are at 85 out of 100. This is a very substantial improvement over the last year.

Nexthink offers excellent features starting with proactive analysis, then providing insight of the complete environment, creating alerts, helping with software optimization, and automating the task of L1 checklist where we can directly enable short troubleshooting directly to any ITSM tools. Everything appears to be well-implemented.

Nexthink has positively impacted my organization by helping us achieve a high user satisfaction ratio. We have performed user surveys and gathered feedback from user sentiments, and the results improved significantly after the deployment of Nexthink because application crashes are minimized and users are not getting frequent issues on their devices. This really helps any end user because if they are not struggling with day-to-day issues with applications, it is a win situation for both IT and customers.

Nexthink still has more capabilities, and we are still struggling with new use cases because sometimes out-of-box solutions are not optimized according to our needs. However, I have expertise in PowerShell where I can customize any offering that Nexthink provides and modify it accordingly. This is feedback to Nexthink; otherwise, it is good and we can still work around it with our skills.

One thing I have noticed about needed improvements is that Nexthink learning platform only has text content. When someone new is starting with Nexthink, the learning experience is entirely text-based documentation. This should have something interactive where they can have an instructor who can guide them through what is happening or what methods they should use, such as a video platform where we can have live sessions demonstrating how it works. This would help newcomers who are trying to explore this tool.

I chose eight out of ten just because of the two things I mentioned: the learning material is not up to standard and they still need to improve on that side. The documentation part is acceptable, but sometimes it is confusing because we need to go ahead and dig through different documents to find all the information. Since everything is moving toward AI, Nexthink should also incorporate AI methodology into their documentation where we can get short answers or receive answers quickly from their documentation site and learning platform.

I have been using the solution for about six years.

Nexthink is very stable; we have not faced any downtime with the products that we are using. They have regular updates on their portals related to improvements in their metrics, improvements in their remote actions, and dashboard enhancements. This is quite good.

Nexthink scalability is based on a per-user license model, so when we need it, we get it.

Customer support is also very good. I already confirmed in my first interactions that I am a reseller, so sometimes I need support on particular things where my customer requires help on their Nexthink environment. When there is a bug or some functionality issue with the portal, I raise a ticket with Nexthink and the support is quite good, with resolutions coming very quickly. I have contacts in the team handling these queries, so it is quite easy for me to get hold of them and receive support.

I have not previously used a different solution; I have been working with this particular tool for the last six years.

Nexthink is deployed in my organization as a private cloud.

We did not purchase Nexthink through the AWS Marketplace; we are a reseller of that particular product. We have a contract directly with Nexthink and we sell it on behalf of Nexthink to our customers, to different projects, and to different organizations.

I have seen a return on investment because when you optimize licensing, there are many users who previously required heavy applications costing the organization around $300 to $400 and were not using them. With the help of Nexthink software license optimization, we identified those users and removed the licenses. Over a year, we have saved more than 2 lakh dollars. When it comes to fewer employees needed, it is because we can see that if a task is being done by one agent effectively, it will also help us reduce headcount.

My experience with pricing, setup cost, and licensing has been quite good. The pricing is somewhat high, but as compared to the outcomes that we achieve, it is good to invest in.

I have not evaluated other options before choosing Nexthink as I was part of Nexthink from the era when Nexthink was launched. I have been there from that time with Nexthink product, with different companies altogether.

I would rate Nexthink overall as eight out of ten because nothing is perfect in this world.

I would advise others looking into using Nexthink to first evaluate the environment and go with the pilot phase on a few devices that they want to start with. After that, proceed with a complete fleet of their devices on Nexthink because it is not an OEM dependent tool and they can onboard all the devices that they have. Make sure that you do the license analysis to determine how much license you need in priority because it is required to have enough license so that you can get a complete picture. Assume you have 10,000 devices in your environment and you have only purchased 10,000 licenses and have not done prediction for other devices coming in the next quarter or next year. If you are going to buy it separately after a few days, it is acceptable. However, having license predictions or having a setup ready for newly onboarded devices is good to have. Whenever they switch on the computer, whenever a new device comes into the environment, it should be on Nexthink so that you get the telemetry data from the first boot itself.

We are using Nexthink primarily for device monitoring, and we have 28,000+ endpoints that we wanted to monitor. Nexthink provides that monitoring capability, not just monitoring, but also remediation. We monitor our devices via Nexthink, and if we need to apply any kind of remediation or fixes to any of the devices, we use remote action to do it via Nexthink.

The most common use case is disk cleanup. We have a bot, a user support bot, that our associates can reach out to with their issues. If they have any kind of disk usage issue, if their disk size is full, they report it, and with the help of Nexthink, we monitor it. At a certain threshold, we get an alert via Nexthink, and after a certain time, such as weekly, we have a remediation with a remote action that runs which takes care of the disk cleanup.

We are using Nexthink as a source of truth for our device-based information, as all our devices have the Nexthink agent and are onboarded with Nexthink. We have dashboards created for monitoring purposes, and we use Nexthink as a single source of truth. If there is any network outage on the sites, we refer to Nexthink to identify what devices have been impacted by that network outage. If there are any global outages with M365 services, such as Teams or Outlook not functioning properly, we leverage Nexthink for that as well for collaboration tools monitoring and other purposes. We have been using Nexthink as a source of truth for our endpoint monitoring and to apply fixes if we can.

The fact that we can easily have webhooks created in Nexthink to be able to receive alerts directly in our Teams is one of the standout features that I find in Nexthink. Then we can get the data from Nexthink via data exporter to Azure data lake, and we can go 90 days back, which is also one of the cool features that we as an organization find useful because we eliminate the limitation of retaining data. Nexthink retains data for I believe 30 days or 60 days, so we can go even beyond that. The other integration and recent addition of AI is quite nice. Spark, the latest AI agent that Nexthink is introducing, is also a cool feature. In totality, I find Nexthink very useful, and we as an organization find Nexthink very useful.

Webhooks are a very underrated feature that Nexthink supports because if you utilize webhooks properly, you will be able to get your alerts in real-time in your Teams or wherever you would like to receive it. ServiceNow Amplify is also one of the underrated features because it is a browser-based extension that you configure, and the configuration is also pretty straightforward.

Our device outage is very reduced with the help of the great monitoring that Nexthink has to offer, which is the major thing. Our incident management team can utilize their time with other issues or other burning issues that are happening in the organization. On the endpoint side, we would say that we are much more covered than we were earlier. We have eliminated some major outages, issues, and impacts and have reduced them with the help of Nexthink.

Initially, for every single outage, we were not aware of what exactly the numbers were and how many devices were impacted. We had to spend time finding out how many devices were impacted. Now, we simply go to Nexthink. We do not even have to write the NQL query, which is the best part. You do not need to know Nexthink query language. You can use Nexthink Assist to help you with that, and with a single query, you can find all the devices which are impacted by the outage, and that much amount of time is saved from gathering data on the impacted devices. You are saving time in gathering the data, and then applying fixes is also quite seamless via remote action, so you are saving time there as well. From two to three days of time that we used to invest in gathering the details of the impacted devices and then two to three days again for applying the fixes, that time has been substantially reduced with the help of Nexthink.

The device details need improvement. Even though Nexthink has custom tagging that you can use to gather the data and you can do custom tags on the devices and bring the data that you want on Nexthink, people still feel kind of hesitant. If someone is not familiar with SQL that much, even though you have Nexthink Assist, you need to have the documentation side of it, which I believe needs improvement. There was an instance when I was troubleshooting certain issues, and I found that the step that actually fixes the issue was missing from the Nexthink documentation.

I believe Nexthink product team is already on top of it. We receive daily notifications about what product enhancements the Nexthink team is doing, so we are on top of it. They regularly take feedback from us. Nexthink is aware of the organization gaps and the needs are, and they are trying to implement it, which is good.

I have been using Nexthink for a year.

Nexthink is very much stable.

The scalability is decent.

Customer support is good and could be better.

We were completely on Intune and we still are. For monitoring purposes, we needed a better monitoring and remediation solution, so we have Nexthink. Initially, we did have Absolute, and I believe it was not that convincing. Our organization decided to switch to Nexthink.

We were made aware of the Nexthink product. We did our research about this product, and in the POC as well, we were quite convinced with the data that we saw from Nexthink and the kind of capability it had. For our 20,000+ endpoints, since it works on query language, there was no better tool than Nexthink. It was pretty straightforward for us that we have to go for Nexthink.

I was part of the implementation team.

There is definitely ROI. As I said earlier, there is time which has been spent less compared to earlier without Nexthink. If time is spent less, the money is automatically saved. Unfortunately, I could not help you with the numbers because I am not part of the commercials.

We directly purchased Nexthink from Nexthink itself, the Nexthink product team. We reached out to Nexthink and we procured Nexthink from Nexthink itself.

I am not quite sure about the licensing part because it was taken care of by upper management. My role was on the technical side of it. I was in charge of doing the POC and onboarding Nexthink to my organization. I was not involved in the licensing part of it, such as the negotiations with Nexthink. I was not part of the commercials.

See if your organization really needs Nexthink. I am saying this because Nexthink is useful when you have a large number of endpoints. If you are a small business, I would not recommend you to invest because Nexthink is not cheaper, which is what I have heard from my leadership. If your organization has more than 10,000+ endpoints, you need Nexthink because the data monitoring that it offers is really seamless and quite efficient. The remediation mechanism offered by Nexthink is also pretty seamless and robust, so if your organization has 10,000+ endpoints, you should go for Nexthink if your budget allows it. If you are a small business, I would not recommend going for Nexthink.

Main use cases have been campaigns and remote executions, either scheduled or manual, and Nexthink Query Language.

The best features Nexthink offers are the DEX scores and the ability to walk through an application that is on a browser.

The DEX scores help because they give an overview of how well an organization is doing across the industry compared to other organizations.

It helps to see what users are experiencing before they call the service desk.

In the past, when there have been issues that were global, it was easier to tell all users what the impact was and advise them not to call the service desk while we were working on the issue remotely.

The biggest limitation in features is the limited amount of metrics collected to use for Nexthink queries and investigations.

Nexthink can be improved by allowing collection of more metrics. For example, if there is the Print Spooler remote action, it would be helpful if the metric for the print queue was available when doing an NQL query to decide whether or not to run a remote action on a regular basis. Some of the metrics being collected are good, but they seem limited and are not as useful when running queries to decide whether or not to run a remote action.

There is a lot of improvement that can be made on the documentation side, the licensing side, and some of the backend side, including collection of metrics, ease of use to set up workflows, and more documentation on how to build custom remote actions.

I have been using Nexthink for around three and a half years.

There are no stability issues.

There are no scalability issues.

There are no customer service issues.

When Nexthink is implemented in a company, it should not be sold as just an IT tool. The people who support the applications need to be involved more. The tool can be adopted quicker and brought more broadly if the support groups of the applications are involved when it is purchased.

One of the biggest pieces of advice would be to purchase all the licensing needed to get the full functionality of the product. I would rate this review as a nine.