Using Workspace
Workspace is the unified entry point for managing Digital Employee Experience (DEX) across the Nexthink Infinity platform. Powered by Nexthink Assist, an AI model operated by Nexthink within the Nexthink AWS environment, Workspace helps IT teams detect, diagnose, and resolve DEX issues more quickly.
Workspace empowers you to:
Extract and analyze data on device performance, user sessions and applications.
Perform contextual searches across product documentation.
Create IT campaigns effortlessly using natural language requests.
Conduct natural conversations with no message limit to extract the maximum benefit from the Nexthink Assist AI.
The system displays the ✦ sparkles icon to indicate AI-generated content or insights.
Nexthink Assist is continually improving. As it evolves, it may occasionally provide information that requires verification. Nexthink recommends confirming your results to ensure accuracy.
Accessing Workspace
Navigate to the main menu and select Workspace.
Using Workspace
Workspace enables you to look up information, perform requests, and generate charts and graphs with ease. When you request a visualization, the system automatically runs NQL investigations, retrieves the relevant data, and delivers a chart with contextual information and embedded sources.
Example requests:
Show me devices with DEX scores below 30 in the last day, grouped by department.
Which applications crashed most frequently for the Sales team this week.
How has the logon duration changed across all locations in the last 2 weeks?
Plot the evolution of the DEX score for the past 30 days on a line chart.
Create a pie chart that shows the device distribution per OS platform.
Use a bar chart to display the number of system crashes by device model. Only include the 10 worst models.
Hover over different parts of the chart to view tooltips that display data information.
Supported visualizations
Workspace supports simple chart types, such as:
Line charts
Bar charts
Pie charts
Column charts
Response times in Workspace may vary, and occasionally, some of the generated queries might not display correctly in the Visual editor.
Conversational capabilities in Workspace
Workspace features a conversational interface powered by the Nexthink Assist AI. This experience extends beyond traditional search by enabling natural, continuous, and context-aware interactions.
Key capabilities
Conversational requests: Ask questions in natural language and refine your request with follow-up questions.
Context continuity: Workspace keeps track of the ongoing conversation, allowing you to explore related topics without having to start over.
Conversation history: Conversations are automatically saved for 30 days from the last activity. Returning to a conversation resets the 30-day period.
Unlimited conversation length: You can exchange as many messages as needed within a single thread.
Linked data exploration: Responses include embedded links to investigations, documentation, and NQL queries.
Stopping unwanted conversations
If you make a mistake when prompting Workspace or feel the answer to your prompt does not match your needs or expectations, you can stop the generation of the current answer instead of waiting for it to finish.
To do this, click the Stop button on the right-hand side of the text input box while an answer is being generated.
Uploading images for added context
Workspace allows you to attach images when you send a message. This makes it easier to provide Assist with additional context, helping it deliver more relevant insights without manual typing.
To upload an image:
Open Workspace and start or continue a conversation.
Paste an image directly into the message field, or select a file from your device.
The maximum file size is 3 MB. Supported image types include JPEG and PNG.
Add your query and send the message.
Assist reads the uploaded content and uses it to guide its responses. Note that you can only upload up to 5 images per individual message.
Asking questions and exploring Nexthink content
Workspace can answer a wide range of questions related to Nexthink Infinity, DEX concepts, workflows, and product documentation. It reviews Nexthink documentation and provides recommended steps, linking to relevant pages and training materials.
Workspace can also help you troubleshoot issues with Nexthink itself, by referencing the Nexthink support knowledge base (KB) directly in the conversation.
Example question types
“How do I configure a webhook?”
“What is the difference between hard and soft navigations?”
“What is the limit of campaigns I can create in Workplace Experience?”
"I see some active devices not reporting any data in Nexthink. Why?"
You can also add context relevant to an intended task:
"How can Nexthink help me troubleshoot MS Teams call quality issues?"
Enabling web search
To enable web search, refer to Device and user classification.
Web search extends Workspace by retrieving information from a curated set of external sources. This helps answer questions that require up-to-date vendor guidance, known issues, or industry best practices.
Workspace uses web search when it considers information from external sources to be relevant or complementary.
Trusted sources
Nexthink limits web search to a controlled set of trusted, authoritative sources. These sources are selected for their reliability, technical accuracy, and relevance to IT operations.
The following categories are included:
Status pages: Vendor service status and outage information, including your organization's Nexthink cluster status (for example, status.azure.com)
Official documentation: Product documentation from software and platform vendors (for example, docs.citrix.com)
Security and update information: Vulnerability databases and patch advisories (for example, nvd.nist.gov)
IT operations and best practices: Technical guidance and learning platforms (for example, learn.microsoft.com)
Device and hardware support: Vendor support and troubleshooting resources (for example, support.hp.com)
Trusted IT news and references: Established technology publications (for example, zdnet.com)
Nexthink ecosystem: Nexthink documentation and the Nexthink KB (for example, docs.nexthink.com and support.nexthink.com)
This list is representative and not exhaustive.
How sources are selected and maintained
Nexthink curates the list of allowed sources based on the following principles:
Authority: Sources must be owned or maintained by recognized vendors or institutions
Accuracy: Content must be technically reliable and regularly updated
Relevance: Sources must provide value for IT operations, troubleshooting, or digital employee experience
Safety: Unverified, user-generated, or low-trust content is excluded
Nexthink reviews and updates the allowed sources regularly to maintain quality and relevance.
Data safety and usage
Web search in Workspace is designed to enhance answers with up-to-date information for functional questions related to IT and device health, while maintaining strong privacy protections. It is not intended for general-purpose internet searches.
Workspace transforms a user's question into a search query in order to retrieve relevant information from the web. This process is designed to minimize the use of sensitive, identifying, or customer-specific information. Queries are structured to prioritize general technical context and relevance, such as product names, error symptoms, or service status, rather than details that could identify an individual or a specific customer environment.
Gathering information and assessing environment status
Workspace can investigate conditions across your environment using natural language, surfacing insights from devices, users, applications, locations, and more.
What you can do
Request status checks.
Ask for breakdowns or lists of impacted users or devices.
Look up patterns in performance, connectivity, crashes, or application behavior.
Drill down using follow-up questions.
For example, if Workspace recommends checking Wi-Fi strength, you might ask, “Does Office A have a Wi-Fi strength issue?” Workspace then performs the assessment and surfaces the relevant investigation data.
You can then request: “Show me the list of affected employees.” Workspace will provide links to Investigations, allowing deeper analysis in the Visual or NQL editor.
When Workspace searches for issues related to a specific device, it can package existing NQL data into a more optimized, easily digestible format for Assist to interpret. This results in a better assessment of single-device issues.
Querying dynamic data with Workspace
Workspace supports NQL query generation across both the standard NQL data model and dynamic data. To use it effectively, understand how Workspace interprets prompts that reference the dynamic data model.
Use exact field keywords
Use terms that match the dynamic data field name. Do not rely on synonyms or paraphrased terms. For example, when querying data from the get_battery_status remote action:
This prompt works: "Show me battery status by device"
This prompt may not work: "Show me power health results"
Allow time for new dynamic data
After you create a new dynamic field or when a new value appears for an existing field, wait up to 6 hours (full refresh cycle) before asking Assist to reference it in an NQL query.
Choose clear names for your content
When creating content or extending the NQL data model with dynamic data for use with Workspace, consider the following:
Use descriptive names or NQL IDs that reflect the data they represent. If abbreviations or unclear names already exist in your environment, use the field's exact name in your prompt.
Avoid using similar names for campaigns or remote actions. For example, if you have two remote actions named "Get Browser Tabs" and "Get Browser Tabs Chrome", Assist may select the first object that matches the keywords in your prompt. The same applies to campaigns with similar names.
Refer to Nexthink Assist data scope when creating NQL queries for more details on supported data scope.
Troubleshooting IT incidents
Workspace can use your organization's knowledge base (KB) articles and historical ticket resolutions to guide its recommendations, rather than generic IT guidance.
What you can do
Get troubleshooting steps grounded in your own KB content and past ticket resolutions.
Access KB articles referenced within the Workspace conversation using a direct link.
Combine environment-specific analysis with KB guidance for matching.
Ask Workspace to categorize or correlate historical tickets.
Use cases examples
Workspace uses knowledge base (KB) articles and ITSM records to:
Troubleshoot a Zscaler connectivity issue. Workspace links to the step that verifies the connection to your organization's KB article on the authentication procedure.
Investigate slow VM sessions. Workspace combines performance analysis and graphs with the relevant KB articles and past ticket resolutions.
Your Nexthink administrator should configure specific knowledge bases and connectors in Nexthink to enable Workspace to access those KB articles and ITSM data. Refer to Knowledge management
The system automatically references Nexthink's own support.nexthink.com KB when troubleshooting issues with Nexthink itself—no configuration is required for this source.
Creating campaigns with Workspace
Workspace enables you to create campaign content using natural-language instructions. You can refine and expand the generated campaign through follow-up prompts.
What you can do
Generate campaign questions and answers.
Improve the messaging with additional instructions.
Save the campaign as a draft in the Campaigns module.
Finalize audience and triggers from the module.
After identifying connectivity issues, you can request, for example: “Create a campaign to inform affected employees about Wi-Fi issues.” Workspace generates the campaign content, which you can refine and then save as a draft.
Types of campaigns you can create
Device usage surveys
Notifications about service disruptions
IT satisfaction surveys
Refer to the Launching campaign programs documentation for guidelines on planning, gaining approval, testing and launching a campaign within your organization.
Sharing a conversation
Sharing a conversation helps teams collaborate more effectively. It allows colleagues to review the full context of an investigation, understand how insights were generated, and continue the work independently. Typical situations where sharing is helpful include:
Troubleshooting and escalation across support teams, where providing the full context of the conversation avoids repeated questions and speeds up issue resolution
Knowledge transfer, by showing how an analyst explored a topic or interpreted results
Reporting, when Assist generates insights, visualizations, or trends that need to be shared with managers or stakeholders
Avoiding duplicate queries, since colleagues can reuse an existing conversation instead of asking the same question again.
How to share a conversation
To share a conversation, click the Share button in the top right of the page. Workspace captures the state of the conversation as of the latest message sent and generates a sharing link. Anyone with access to Workspace can open the link.
When sharing a conversation, be aware that user permissions may differ between the one sharing and the recipient. In these specific instances, the recipient can access any information within the shared workspace conversation, even if they do not have the necessary permissions to access this information otherwise.
Users who share conversations are fully responsible for the content they share.
Opening the link creates a forked copy of the original conversation. This copy is private to the recipient and does not affect the original. Recipients can continue the conversation, ask new questions, and build on the content without changing your version.
A copy of the conversation is only saved for the recipient after they enter a new message.
What recipients can do
Open the shared link if they already have access to Workspace
Review the conversation up to the point when the link was created
Ask new questions to extend the investigation in their own private copy
What recipients cannot do
Edit the original conversation
See updates added to the original conversation after the link was created
Access the conversation if they do not have permission to use Workspace
Link management
You can revoke a sharing link at any time by deleting the conversation from your history. Doing so prevents new users from opening the link. Any copies already created remain available to their owners and follow the standard data retention policies for Workspace.
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