This integration enables agents to retrieve Nexthink information directly from Freshservice in real time.
Agents use information from end-users to classify calls and to determine the appropriate resolution group. As end-users are not always IT knowledgeable, it can be a bit confusing. The integration with Nexthink displays crisp and clear information on the device at hand.
Issues like memory consumption, CPU overload, but also network response times, and application specific characteristics are displayed in the browser. It enables agents to quickly see the status of the computer device and determine further steps. It even lets agents run pre-configured scripts on the end-user device in order to quickly resolve issues.
This integration needs the following infrastructure in place:
- A Nexthink Environment with deployed Nexthink Collectors, at least one Nexthink Engine and a Nexthink Portal.
- A NXT2ITSM server. This is a public domain software that can be found on https://github.com/nexthink-stuff/nxt2itsm
The app needs NXT2ITSM server's configured URL and needs the Nexthink score to be named. This score name is not relevant for the operation, but is needed to explain the functionality for agents e.g. "Level-1 checklist".