Amplify brings the Nexthink data layer inside the tools your service desk already lives in. Instead of context-switching between an ITSM ticket and the Nexthink console, agents see live device telemetry, recent experience events, and one-click remediation options embedded directly in the ticket view: reducing the time and expertise required to close issues without escalation.
The Problem Amplify Solves
The gap between what your service desk knows about a device and what they need to know costs time on every ticket. Without Amplify, closing that gap requires manual context-switching, tribal knowledge about which Nexthink queries to run, and enough platform experience to interpret what comes back. Amplify eliminates all three requirements for Tier-1 agents.
What Amplify Does
Amplify's value to the service desk comes from four capabilities that work together. Each is useful independently, but they compound: an agent who has real-time context, can run diagnostics, execute remediations, and gets automated result logging operates fundamentally differently than one who doesn't.
When an agent opens a ticket, Amplify resolves the employee and device from the ticket data and fetches current device health from Nexthink in real time. The Amplify panel in the ticket view shows: device performance summary (CPU, memory, disk), active application issues, recent crash events, DEX score, and any platform alerts for that device. This context appears automatically: the agent doesn't search for it or know how to pull it.
The time window matters: Amplify shows device context from around the time the ticket was created, not just current state. If the employee reported an issue two hours ago, the panel reflects what the device looked like two hours ago: not a recovered state that would mask what actually happened.
Agents can run pre-built diagnostic Flow workflows directly from the Amplify panel: no Nexthink console access required. The workflow executes on the employee's device, runs the diagnostic steps, and returns structured results back into the ticket panel within seconds. The agent sees plain-language output: what was checked, what was found, what it means.
This is what enables Tier-1 agents to perform investigations that previously required Tier-2. The diagnostic expertise is embedded in the workflow: the agent just needs to know which workflow to run, and Amplify surfaces the most relevant options based on the device context it already has.
For issues with known remediation paths, the Amplify panel offers one-click remediation buttons that execute the corresponding Flow workflow on the device. The agent doesn't write a script, doesn't need PowerShell knowledge, and doesn't need elevated permissions: the remediation runs via the Nexthink Collector with the workflow's pre-approved permission set.
Remediation options shown in Amplify come from the Flow library that's been explicitly approved for Amplify surface. Not every workflow in Flow is available through Amplify: only those that have been reviewed as safe for Tier-1 agent execution without additional confirmation steps.
Everything an agent does through Amplify, device context viewed, diagnostics run, remediations executed, results returned,is written back into the ITSM ticket automatically. Agents don't manually type "ran disk cleanup, freed 3.2GB, issue resolved." The ticket log reflects exactly what happened technically, with the specific steps and their outcomes.
This automatic logging serves two purposes beyond convenience: it creates an audit trail for recurring issues (IT ops can query tickets to find patterns), and it eliminates the quality variance in manual notes: every technician's ticket has the same level of technical detail regardless of their documentation habits.
Supported Platforms
Amplify integrates with the major ITSM and service management platforms as a native plugin or widget. The integration is maintained by Nexthink, meaning it stays current with platform updates without requiring custom development from your team.
Native ServiceNow app available in the ServiceNow Store. Embeds as a widget in the Incident form. Supports Virtual Agent integration for Spark-level automation within ServiceNow workflows.
Atlassian Marketplace app. Embeds device context in the JSM issue view. Supports both cloud and data-center Jira deployments.
Integration via Nexthink connector for BMC platforms. Embeds device telemetry and remediation capability within the Helix ITSM incident workflow.
Connector-based integration for Ivanti and Cherwell environments. Device context and workflow execution available through the Ivanti Neurons or Cherwell incident view.
Freshworks Marketplace integration. Amplify widget appears in the Freshservice ticket sidebar. Supports the Freshservice automation rule engine for proactive ticket creation from Nexthink events.
Nexthink's REST API allows integration with ITSM platforms not on this list. Custom integrations can surface the same device context and trigger the same Flow workflows through the API layer.
Designing the Amplify Experience
Amplify gives you control over what appears in the panel: which metrics, which diagnostic workflows, which remediations. Getting this configuration right is what determines whether Amplify accelerates agent performance or adds cognitive load to an already complex view.
Before You Start
Amplify can only show device context for devices where the Nexthink Collector is running. If a ticket arrives from an unmanaged device, the Amplify panel will be empty. Map your ticket population against your Collector coverage before launching Amplify: the gap will determine how often agents see an empty panel, which erodes adoption.
Amplify resolves the device from the ticket by matching the employee identity in the ticket to device assignment records in Nexthink. If your device-to-user mapping is stale or incomplete (common in environments with shared devices, contractors, or frequent role changes), Amplify will resolve the wrong device: and provide accurate data about the wrong endpoint. Fix device mapping data quality first.
Amplify's one-click remediation is only as useful as the workflows available in Flow. If Flow has no workflows for the issues your service desk handles most frequently, agents see diagnostic context but can't act on it directly. Build the top 10–15 remediation workflows for your most common ticket categories before enabling Amplify's action panel.
A device health panel that shows "CPU: Warning" communicates nothing useful to an agent who doesn't know what elevated CPU means in the context of a Teams call quality complaint. Brief training on how to interpret the Amplify panel, which indicators matter for which ticket types, what to do with what you see,is the difference between Amplify accelerating resolution and agents ignoring the panel because they don't know what to do with it.
Continue
Flow powers the remediations that Amplify surfaces. If you haven't read the Flow guide, it covers how to build and govern the workflow library that makes Amplify's action panel useful.
Integration details and capability descriptions on this page are sourced from Nexthink official documentation and product pages. Verify current integration availability before planning implementation. View full references →