Nexthink Reviews

Currently, we are using it very extensively. We use it for active use cases where we solve end-user problems. Without notifying them, many of them we are resolving, and we are using the tool for notifying some communication emails as per users.

The best thing is the remote actions that we can play on all the devices. 

The campaigns are great. When you want to notify the user, we can easily drive them and send them a notification for the environment or anything really critical. If we need to move very quickly, we can use them as well.

The solution is stable. 

The product detections could be better. It will wait for our confirmation to solve a one-time solution. However, it could be a multiple-time solution. For example, if my team's add-on is crashing, if Nexthink is doing one-time activation, its regular need is not monitored. The next day it'll come and recheck and fix the issue. 

We would like to have default drive details. 

We'd like Nexthink to handle auto-detection stuff.

The initial setup needs technical knowledge. 

I've been using the solution for four years. 

I started using from 6.23. That is an older version of on-prem. Then we moved to the cloud.

It is a stable product. There are no bugs or glitches. It doesn't crash or freeze. 

It is a product that can scale. 

We have about 100,000 people in our company that use the solution.

Technical support is fine. We are satisfied with their level of assistance. 

Positive

We chose the solution to understand the device performance in order to reduce the service disk volume.

The initial setup has a moderate amount of difficulty. There may be many requirements that need to be addressed. It will require some technical skills. If you are not technical, you will likely find it difficult. 

While the length of deployment depends on the environment, for us, it took 15 days for the cloud deployment.

We find the solution to be worth the price. 

I'm a partner of Nexthink.

Potential users need to consider their environment and think about the most impacted areas. It's best to work with the Nexthink team to see how they can best resolve your issues. You need to find out what the value is and if it will help before you agree to procure it. I'd also advise comparing it to other solutions, such as Assist Track, and seeing what's going on and what might be best.

I'd rate the solution seven out of ten. It is a good product however, a lot needs to be improved in its detection method and they need more AI technology. 

We mainly use Nexthink as a help desk tool for individuals, level one support, and responding to whoever complains from his PC. 

The search engine functionality that Nexthink has on the finder is terrific, you just search as you would be searching on Google and everything will show up for you.

Nexthink provides you with information and gives you an idea of what exactly is happening. You are able to identify if there is a wrong hard disk coming up plus lots of visibility on the endpoint wether it is a PC or a server.

The view of the agents on the PC side was showing more information than the one on the server side, there are some gaps that the server is not really covering up.

One of the issues we faced on the server side was false-positive findings for example. If I want to schedule a report to show the last time the servers were patched or updated, it was showing or reading the registry that Windows was showing.

Unfortunately, the agent was reading the registries instead of seeing the updates that were installed which caused false reports.

They were having some limitations on the number of alerts that you can generate. This definitely needs to be increased. Previously, it was fifty, if I am not mistaken, or one hundred. 

It would be nice to have detection and contain the endpoint. For example, if you have an application that is installed and you do not want the user to use it whenever you double click on it, then it should not open for you and give you a message that this application was blocked. 

When it comes to security, Nexthink should be automatically able to detect a bank card number that the user is trying to copy and is trying to do something with it. Let us say, for example, they shared it over an email. This is where Nexthink should capture this moment and send the information to the security department alerting them.

I have been using Nexthink for the past three or four years.

It is stable. We did not face any problem with it during the entire time that I was maintaining it. The only item that you will face, which is a normal issue where an endpoint outside of your domain, and when you connect it to the domain, you will discover that that agent is way too old because you are using an on-premises set-up instead of a cloud set-up.

Nexthink is definitely scalable. I was able to do that with no problem at all. 

I needed to contact technical support two or three times and I requested help from the vendor, or actually from the people who implemented the solution in the first place. To be honest, I would rate them a ten because they were so good. The service technicians were polite. They tried to help me, and if they could not assist me, they would follow up with me about the issue.

Positive

It was easy. In the beginning, there were people who did the implementation and when we decided to expand the scope to include the servers, I did it by myself, and it was very straightforward. For the server itself, it was two to three days until it was up and running and pitching all the information syncing with the other search engines. 

Handling multiple endpoints can be very difficult. I would say if you have a big organization Nexthink will be a big asset for them.

I would rate Nexthink an eight out of ten.

The use cases are based on transformation projects. For example, if clients are trying to implement some new deployments in SCCM, they use this solution and we help them with the migration. We are currently helping with a Windows 10 migration. Clients use it for application and system crashes in order to maintain the compliance status for their business applications. 

On individual machines, we can see the performance and what is going wrong as well as what can be improved in order to enhance the performance of the machine. This is very useful when we get any queries from a VIP user or someone from our project's top management. So if they get into any trouble, then we are able to fix it as soon as possible. Because if an agent is unable to work for two hours or even for two days, that won't make much big of an impact. Whereas, if someone from higher management is unable to work on the system for about two hours, then they would lose a lot.

Initially, we were just looking at it in order to maintain compliances, and we were using it only for that. The guy managing this tool before me was more or less concentrated on device compliances. Later on, we started getting into the application and system crashes (when I started).

In our environment, we need to put a proxy server in place. Currently, devices are connected via the corporate network or the VPN. We don't have machines reporting from the open network. This is something that we are working on. Once that is in place, we will get all the machines reporting in our environment.

In the past two years, the biggest benefit is that we have been able to identify 57,000-plus defects. These are possible tickets that we are preventing by using Nexthink. 

On a weekly basis, we monitor the trend, then based on the trend and wherever we see a downfall on the performance grid, we just deep dive into it. We look into what is wrong, then proceed with remediation. We access the output weekly, not in real-time.

There have been some system crashes. We have a dashboard for the blue screen of that. On the dashboard, it is usually a wave type of graph, but I saw depth in it during the weekday. So, we investigated into this and got to know that DLP client was crashing. This was causing the BSODs on the machines. So, we were able to bring it into action within three days. Then, within seven days, the ones which had already crashed were all fixed. Nexthink also helped us in preventing the rest of the machines from using the same version of DLP client, since that version was crashing. The version was the cause for the BSODs. Therefore, the deployment teams went ahead and downgraded the version of the DLP client. When there was an upgrade available, they were upgraded. This helped us in avoiding 30,000-plus tickets or being contacted from end users.

It has helped us in proactive prevention. There was this investigation done for device login time, which was quite high and they were taking a lot of time when logging in. In total, 6,567 were affected by this and we were able to fix the problems for approximately 5,900-plus machines. Those machines do not need to be replaced now, since the performance is better. However, the rest need to be refreshed or replaced. Overall, this provides cost savings.

It is being used by our asset management team. We gave them access to the dashboards. We also created some custom dashboards for them where they could look at the performance of the machines. Based on that, they do a comparison with the list that they have available for the refresh. If they see there is a machine on their list for a refresh view, then they look at our data and the machine is performing quite well, it is best that they don't refresh that machine at that particular time. Instead they put it on another machine, which is in our list, but not on theirs. This way, it is helping both sides.

We use the API with PowerShell to automate some reports. This was something that we have used which has saved us a lot of time. This was a manual effort for approximately four hours twice a week (for a total of eight hours a week). We were able to bring that down to one hour just to manage the outputs that we get through the APIs.

Nexthink provides analytics for detailed event data, giving us the ability to really drill-down. We put dashboards in place to be able to find defects, so we need to be a little more proactive with it. We have created some dashboards, like site dashboards, that monitor the performance online. You can monitor it on an individual site, region, or country basis. Wherever you see a dip, then we look at the device performance score. There is a checklist that provides us the scores. Along with that, we now have Digital Experience Scores available. That also helps us in finding out the reasons due to which the performance could have been going down. 

The major difference that I see from the Digital Experience Score is when monitoring business applications. It enables us to monitor 17 business applications at the same time. Previously, we were only focusing on some fixed services, like Office 365 services. For one, we also manually added C2C application services. We weren't actively looking at other business applications other than that. Now we know what applications perform well and which ones need an upgrade. This helped the client to free some network bandwidth too. Since they upgraded the application version, this has also helped them to bring down the usage on the bandwidth part.

I don't think that I ever got stuck. If I am trying to look at something related to the device performance or system information, I have always gotten it.

I would like it if they could put in some patch deployments and compliances. I think it is there with Act, but I am not sure how deep it works.

They released a new module that would be monitoring the performance of applications specifically. That was missing, but I recently got to know that this is already in progress and they are doing it, which is good.

I have been managing this tool for my project for over two years.

It is quite stable. We don't have any trouble with it. It has never stopped us from finding anything nor impacted anything in the production. Even if it is down and we are working on something that needs to be rebooted, we don't lose anything because everything is being collected on the endpoints using Nexthink Collector. Therefore, it is collecting information continuously, even if we are making any changes on the servers. Once the servers are up, we get everything reported back into the systems. Thus, we never lose any data nor is there any impact on the information front.

I manage Nexthink. My colleague helps me with the reporting part, but I do the investigations.

The scalability is huge.

We have approximately 700 users with access, and 150 who actively use it on a regular basis. They find it useful when fixing issues for end users.

It is the best support that I have received from any application vendor. I am the admin for three applications within the environment. If I compare all those with Nexthink support, Nexthink support is the best. If I forget what I'm facing, such as, what ticket I have logged, what is the issue, or what is the progress? They don't forget it. They come back with a solution, providing continuous follow ups and continuous improvements. I have never had to skip or cancel any tickets. I never had to raise any complaints to anybody. They are available whenever I want, even if somebody has to leave for the day. They make sure that I am being contacted at the right time, i.e., when I asked for it.

This was the first solution that we used for analytics.

The initial setup is a bit complex for our environment specifically, because we have 50,000-plus endpoints. One engine can only support 10,000 machines. So, we needed at least five engines. However, we were using seven engines, so we could hold more data, as well as one for the portal. These are the eight appliances that we are currently managing. Other than that, we have two appliances configured just for the UAT environment so we can test some solutions before putting them into production. Although the hardware part is a bit complex, the architecture is quite simple.

While I wasn't part of the initial deployment, I know that it didn't take more than seven days. It took approximately a week to configure the appliances and start the setup. However, the continuous improvements were there, and they have kept on making changes in the configuration.

We are using the analytics part along with the integration. With the help of the analysis, we are currently doing actions manually by involving the deployment teams and remote desktop support teams for manual limitation. Once the dashboard has been placed, it also helps us in bringing it into action very quickly. For example, if I investigate something today, then within two days, it will be there in action for the deployment teams.

There was one guy from my team and two people from the Nexthink side. Then, we needed help from two HCL people from their Unix team (one person) because we are managing virtual appliances. So, we needed support from the Unix team to provide the hardware and support to the vCenter for the configuration. Everything else was done by my colleague and the Nexthink support.

There have been over 57,000 reported issues, out of which 54,000s are fixed. The others are in progress. We use Nexthink to proactively identify the defects. No other medium is used to investigate these things. 

We had biweekly calls with the client. One week we would use it to identify the problem, then the next week we tried to fix the problem. After two weeks, we could then deliver a report, saying, "In the first week, we found these objects where we face issues. After the second week, we were able to remediate this many and have only this many left."

When we implemented this tool, the user experience index score was somewhere around 5.8. Currently, we are sitting at 7.3. Due to the COVID situation, there has been a little bit of fluctuation in the scores due to network parameters, but the lowest that we have touched has been 7.1 so far.

I have seen it help improve the user experience scores. This helped clients to save costs on another tool that they were trying to deploy in order to improve the user experience by just deploying some scripts. We were able to identify the issues and help them remediate those using our help. The process does not take much time and provides background on end user performance. Therefore, they were able to save a lot, e.g., for approximately 50,000 endpoints at two dollars per machine per year, that is about $100,000 in savings.

For the agents, it has been helping us in terms of reducing the resources required because we are able to automate things in terms of the reporting part. It is saving a lot of costs for us. 

With this implementation of the Act and Engage module, I believe that there is a one-time fee for a two-month period, which is for the support team to make additional customizations.

Compared to other tools in the markets, there are functionalities that only Nexthink delivers. I don't think other tools in the market can do everything that Nexthink can. For example, the level of depth into the device timeline view is as deep as you can go into device performance by looking at the timeline. I didn't see that with any of the other tools available.

Since I am a part of the HCL Technologies Tools team, I am being trained on other tools too. We haven't explored any options for our project. However, for the other project, there are some other solutions in place. It is based on the customer's needs, their budget, or liking. Whichever one they want to move forward with, they choose. Other solutions available include Lakeside SysTrack and Tachyon. 

Tachyon can't be compared to Nexthink. There are a lot of things that Nexthink has, which Tachyon doesn't, e.g., Nexthink has customizable dashboards that helps in tracking investigations and build trends.

Nexthink has the device timeline and gives you more data for investigations. It collects more data from the endpoint system than any other tool.

Whatever you investigate, don't keep it on Nexthink Finder. Only put it on a dashboard so it is always available whenever you want it. If you want to save time and reduce some effort for whatever you are investigating or whenever you create a tag/category, just put it on a dashboard so you can just fetch the data and run with it.

It is currently mandatory for our compliance management. If you don't manage the compliance, updating your compliance's baseline threshold, then you might lag behind. This might have an impact on production. After managing the applications, we knew that there was one application that needed to be upgraded. Once that was upgraded, it made some improvements in the bandwidth usage.

We are not using the Act or Engage modules yet. That is still in discussion with the client.

I have been working on it for quite a time now, so I know what scores are based on what thresholds, e.g., what parameters this particular score is being derived with. So, I quickly look at those parameters and the performance of those particular parameters only. We are doing this on a weekly basis and only have analytics. Therefore, we have a lot of missing due to the absence of Act or Engage. The drill-down is the thing that we have to do, which takes a lot of time.

With the help of Act and Engage, it is possible to send some surveys to users. You can create some parameters and put in conditions. For example, if a user reaches an overall device usage of more than 80 percent, you can push the survey to that particular end user asking, "Your device has reached 80 percent of its overall system usage. Would you like a system cleanup?" There, you can put in "Yes" or "No". If the user says, "Yes," then Nexthink can implement that action. If "No," then you can put in further questions asking, "Do you want us to give us to do it a little later?" or "Will you do it on your own?"

The analytics are as perfect as they can be. They keep on improving them with every version upgrade. They keep on adding new fields. If they want to retire something, then they do. I don't think the analytics need any improvement because they have improved a lot with the implementation of Act and Engage. Act and Engage puts it on the next level.

Our longer-term strategic vision for Nexthink is in sync with where our IT department is headed. Apart from me, the IT guys are using it on a daily basis. Our vision is that we wouldn't need anybody for tech support. We can reduce the strength of the OSs folks, who wouldn't have to worry about troubleshooting on the endpoint until it was a hardware problem. Everything on the software and system, we should be able to fix it remotely. So far, we have not been doing this because everybody is not there on the system due to the open networks problem. Once that has been fixed, anything related to software would come to us only. The OSs folks have a lot of other things to deal with, such as logistics, asset management, allocations, etc., but they should only deal with hardware problems, not software.

I would rate Nexthink as 10 out of 10.

We offer this solution as part of our service from Atos. It is part of our digital workplace offering and is bundled with other digital workplace solutions. Nexthink is primarily used to target customers who want to get the performance of their device's endpoint. It can be applications, laptops, desktops, and software assessments.

It helps us provide more business to service providers and improve user experience.

The most valuable feature is the application experience because it monitors SaaS web-based applications.

Their release management processes could be improved to release the updates in a more confined and process-oriented way.

For future releases, it would be good to have a more controlled way to access their cloud environment rather than depend on logs gathered from the company. They should have read-only access to their admin environment to get certain logs.

We have been using Nexthink for ten years. We are working with the SaaS version, on-premises and on cloud, but it will be mostly SaaS in the future. We are using the latest version.

It is a reliable solution. Performance-wise, Nexthink is very good, and with each version, it is improved and stable.

It is a scalable solution, and the cloud version is easy to scale.

The technical support is good. We have a director for professional support with Nexthink.

The initial setup was complex because there were issues with the infrastructure, and we had to build it. We needed about 20% help from the vendor for deployment, and it took us two months to complete the deployment.

There are application owners who manage the maintenance, such as updates or performance issues. We have about 50 people using Nexthink.

The return on investment is great.

Direct cost varies between $10 to $30, and MSP prices are different. There can be additional costs with additional modules, but that varies depending on how the contract is signed.

I rate this solution a ten out of ten. Compared to other solutions, CIS Track is more traditional, and Nexthink is more modern and well marketed.

We use this solution to carry out issue detection on user devices, before they are raised by the user, or become a bigger issue.

The ability this product gives to be more proactive with issue resolution has improved our users experience.

With this solution we are able to link issues to automatic actions that will solve the problem.

We are also able to link the actions to campaigns, which will message the users and link the actions to an FAQ. This can then be reported in a dashboard. All of this is done automatically so there is no manual intervention needed.

One other good thing about this platform, is that changes and improvements are made regularly, so it evolves continuously.

We would like to see the reporting in this solution improved. At present there are gaps in the data it reports.

There is no function to schedule actions to carry out larger fixes, or send campaign messages in the product, which would be useful to have.

We would also like the ability to monitor windows services, such as Teams calls.

We have been using this solution for nearly three years.

We have found this solution to be pretty reliable, in our experience.

This solution is very easy to scale up, whether adding devices or users.

The technical support for this product is very good. They reply quickly and are very helpful.

The initial setup of this solution is pretty straightforward. It's just an agent, an executable or MSI, and was very easy to configure for our administrator.

The hierarchy of the platform is the only thing that has to be configured during implementation, so the only required two people. The full process, from start to deployment, took one week.

The ability to be more proactive with issue resolution has reduced our maintenance costs and increased the life expectancy of our devices. This has also improved the overall performance of the system, which has improved the user experience.

The fact that everything runs automatically, also means that the cost of manually monitoring the network is reduced.

We recommend that organizations use the information that is presented from this solution, and learn from it's data on where issues are regularly occurring.

I would rate this solution a nine out of ten.

We use this solution to reduce ticket volumes. We complete a proactive analysis of end user machines. Our users are able to raise a ticket to our service management team in the service desk. Once we pick up the same issues being reported, we complete a deep investigation and remediation process to avoid these type of tickets in future.

This solution supports 13,000 machines and we have seven to eight people supporting from offshore.

This is a proactive management tool and we make use of the metrics, dashboard creation and complete remote actions on end user machines. If the end user is experiencing issues with a hard disk, we know that capacity will be approximately 80%. We will then do rear triggering on the end user machines. 

We need some guidance from the Nexthink team on some of the new features they are releasing and how best to use them. 

Out of our 10,000 licenses, we would like a dashboard that shows which machines are active and which machines are un-active.

I have been using this solution for two years.

This is a very stable solution. 

This is a scalable solution. 

When I reach out to the Nexthink support team, they are very friendly. They take at least two to three hours to reply to emails. 

Neutral

We use SysTrack as well as Nexthink and both tools are the same.

Our organization used a VM machine and the setup was easy. It took two to three hours. 

It was done by an in house team.

This solution is improved each time there is a version update. The 3.91 version has an improved GUI model that is very fast compared to the older version. It is a very user friendly tool. 

I would rate this solution an eight out of ten. 

We use this product to provide digital experience analytics for our customers. This solution also allows us to monitor any issues our customers are having with their services.

We have found the combination of analytics and automation in this solution to be very valuable to our organization, as it allows for us to perform auto-resolution on customer issues.

We also appreciate the fact that this product offers integration with other software, this makes it more universally usable.

The stability of this solution could be greatly improved to avoid performance issues.

We would also like the product to be developed in order for it to support non-Windows platforms.

We have been using this solution for just over three years.

We have found that the stability of this solution is not particularly good, and can cause issues with record integrity.

We have found the cloud-based version of the solution to be very scalable. However, on-premises the scalability could be limited, and require extensive design beforehand.

The support for this solution could be significantly improved. We have found that our issues require five to seven days for a resolution to be found, as the first-line support team are not able to assist us. We have also experienced incidents where a planned upgrade was due to take place, but we have not been notified that it was happening.

Neutral

The initial setup of the product was a very straightforward, repeatable process for us as we are using the cloud-based version of the solution.

We implemented this solution using a vendor team, and their level of expertise was excellent.

As a business, we have found that our ROI from this solution has been seen in the reduction in the amount of support incidents being experienced by our customers. The ROI from this product is cumulative over time, and requires ongoing, proactive monitoring work with our customers.

We would advise organizations who are considering this solution to use the cloud-based variant if possible.  The setup for the on-premises version of the product is complex, and implementation can be lengthy.

This product requires a lot of focus to be placed upon the functionality that is really needed, in order for it to be really valuable to an organization.  Also, we would advise that this is an ever evolving solution, where the full benefits of its use would be realized over a period of time and not immediately after installation.

I would rate this solution a nine out of ten.

We used this solution for workplace analytics and we deployed it to 400,000 company devices internationally. It enabled us to get analytical information from users; to ascertain whether there were any issues with their laptops, connecting internally or externally, or connecting to any virtual machine from a local device. I'm a senior system architect and we are customers of Nexthink. 

Nexthink is valuable because it's enabled us to reduce the time it takes to resolve any issues. Our MTTR was very low after we installed Nexthink. We can see the network situation of users and establish where any problems originate.

It would be helpful if Nexthink could maintain a library for some of the standard EXEs to be named automatically. Some of the EXEs have been tagged, but it is very limited. 

I used this solution for almost five years. 

The solution is stable. 

The solution is scalable. We have deployed to 400,000 employees internationally. 

I've never contacted the technical support from Nexthink, but colleagues have told me that they are very good. 

I was not involved with the deployment. 

If an organization is looking for workplace analytics, to have access to the kinds of issues employees are facing and the things that don't work as they should, then I recommend Nexthink.

I rate this solution eight out of 10.