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Using Nexthink IT Experts

🔎 This feature is in beta and may change before its final release.

Nexthink IT Experts are specialized conversational experts within Workspace, each focused on a specific IT domain. Every expert has a defined role, tone, and set of behaviors, so you get responses tailored to that use case instead of starting every conversation from scratch with a general-purpose assistant.

Starting a conversation with an IT Expert

To start a new conversation with an IT Expert:

  1. In the IT Experts section of the left panel, click the expert name.

  2. The expert's name appears in the conversation area.

  3. Type your message in the input field and press Send.

Device Troubleshooter

The Device Troubleshooter focuses on diagnosing and resolving issues on individual devices.

Use it to investigate:

  • Performance issues (slow device, high CPU/memory/disk usage, freezes, lag)

  • Network and connectivity failures (Wi-Fi drops, VPN issues, disconnects)

  • Application crashes, hangs, or slow behavior

  • System instability (BSODs, kernel panics, unexpected reboots)

  • Boot and login slowness

How it investigates

The Device Troubleshooter:

  • Pulls historical telemetry from Nexthink (performance events, crashes, stability data, network activity) for the device in question.

  • Correlates recent changes (updates, installs, driver changes) with the onset of symptoms.

  • Checks whether the issue is isolated to one device or part of a wider fleet pattern.

  • In advanced mode, can also run live diagnostics directly on the device, if it's online, to confirm its current state.

What to provide

Give the Device Troubleshooter a device name and a description of the symptom, or ask for a general health check.

For general IT questions not tied to a specific device, use Workspace's default conversation instead.

Disabling IT Experts

You can opt out of IT Experts at any time. Go to Administration, then open Data management and select the Environment tab, where you manage which Workspace capabilities are active for your organization. Under Features, uncheck the IT experts - Beta checkbox listed under Workspace to disable the capability.

In addition to this fixed IT Expert, you can also create your own custom IT Experts. Refer to Workspace IT Experts for more information.

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