# Using Chat with Spark

This page explains how to evaluate Spark using an existing employee-initiated Service Desk 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.

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## Evaluate Spark using an ITSM ticket

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

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### Select an ITSM ticket

Select an employee-initiated Service Desk ticket (not system-generated, vendor, or automated).

**Example**:

* Ticket submitted by: Emma Forbes
* Short description: Outlook freezes when opening attachments

Use this ticket to evaluate how Spark handles the issue.
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### Access Chat with Spark in Nexthink

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

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2FCq2v9qnRhMhMRLjznQXk%2FSpark-chat-xcys.png?alt=media&#x26;token=14b1c773-f1f4-4945-9ab2-598fe41a4c97" alt=""><figcaption></figcaption></figure>
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### 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.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2FU4V2EVlZCG8Cx2JbGl5T%2FSpark-select-chat-ixcys.png?alt=media&#x26;token=9eaf7598-716c-4ae9-bba6-3d8239479f4a" alt=""><figcaption></figcaption></figure>

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**.
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### 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

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If required:

* Inform the employee before performing actions that affect their device.
* Continue the conversation until the issue is resolved.
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### 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.
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### 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.
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### 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](https://docs.nexthink.com/platform/user-guide/spark/monitoring-spark/monitoring-conversations "mention") for more information.
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### 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 | <p></p><p>Outlook freezes when opening attachments</p> | 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.
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