Using Chat with Spark

This page explains how to evaluate Spark using an existing ITSM ticket.

Chat with Spark enables IT support teams to evaluate Spark using existing ITSM tickets and employee device context. It allows teams to:

• Test Spark using real employee issues.

• Observe how Spark analyzes and resolves problems.

• Validate performance directly in Nexthink.

• Reduce the time required to prove Spark’s value.

Evaluate Spark using an ITSM ticket

Follow these steps to evaluate Spark using a real employee issue.

1

Select an ITSM ticket

In your ITSM platform, select a recent ticket that reflects a real employee issue.

Example:

• Ticket submitted by: Emma Forbes

• Short description: Outlook freezes when opening attachments

Use this ticket to evaluate how Spark handles the issue.

2

Access Chat with Spark in Nexthink

Navigate to Spark > Chat with Spark from the main menu.

3

Select the employee context

In the Chat with Spark dialog, select one of the following options:

• Me to use your own device context

• Other employee to use the device context of a selected employee.

To evaluate on behalf of the employee:

1. Select Other employee.

2. Search for the employee associated with the ITSM ticket.

3. Select the employee from the results.

4. Select Start chat.

4

Describe the employee's issue

In the conversation page, describe the issue as reported in the ITSM ticket. For example:

• Outlook freezes when I open attachments.

Spark begins troubleshooting using the employee’s device data

If required:

• Inform the employee before performing actions that affect their device.

• Continue the conversation until the issue is resolved.

5

Review Spark conversation

Observe how Spark:

• Acknowledges the issue

• Analyzes device performance data

• Checks for application errors

• Searches knowledge content

• Suggests resolution steps

Follow the troubleshooting guidance provided in the conversation.

6

Close the ITSM ticket

When the issue is resolved during evaluation, close the corresponding ticket in the ITSM platform according to your standard support process. Otherwise, follow your standard escalation process and update the ticket accordingly.

7

Review AI reasoning

Navigate to Spark > All Conversations. In the search box, enter the employee name or relevant keywords to locate the conversation initiated through Chat with Spark.

For each tested ticket:

• Expand the Reasoning panel and review its content. Analyze the following elements:

  • How Spark interpreted the issue.

  • What checks were performed.

  • Which sources were consulted.

  • Why specific steps were recommended.

• Assess how Spark analyzed the issue and selected troubleshooting steps.

• Confirm whether the guidance provided was accurate and appropriate.

Refer to Monitoring conversations for more information.

8

Record evaluation results

After completing the test, record each conversation outcome. Use your preferred tool, e.g., MS Excel.

• Provide key issue details.

• Document whether the issue was resolved.

• Capture notes about resolution quality.

Use the table below as an example to document evaluation results. Adapt the fields as needed.

Ticket ID	Test date	Tester name	Original issue (short)	Resolved by Spark? (Y/N)	Comments
INC04382A	23 Feb 2026	Emma Forbes	Outlook freezes when opening attachments	Y	Spark identified Outlook performance issue, and provided appropriate troubleshooting steps. Ticket closed in ITSM.

Repeat this process with additional ITSM tickets during the evaluation cycle.