Ground every investigation in ITSM ticket history and knowledge base fixes, then trigger Remote Actions and automated workflow orchestration without switching tools. 

IT teams don’t need another place to look for problems. They need a faster way to understand what is happening, decide what to do next, and act before disruption spreads. That has always been the promise of Workspace. It gives IT teams a conversational way to investigate issues, surface insights from Nexthink data, and understand what needs attention across the digital workplace. 

Now, Workspace is entering its next phase. 

With new capabilities for ITSM ticket context, knowledge base articles, Remote Actions, and automation and workflow orchestration. Workspace helps close the gap between insight and resolution. Teams can bring internal operational knowledge into investigations, execute Remote Actions directly from Workspace, and use automation and workflow orchestration to deliver more complex remediation across systems, devices, and employees. The result is a faster, more connected way for IT teams to analyze, act, and resolve all in one place. 

Pull ticket history and knowledge base fixes into your investigations 

Real-time telemetry can show what is happening right now. But support teams also need to know what has happened before, how similar issues were resolved, and what internal guidance already exists. 

Workspace can now use ITSM ticket information and knowledge base content as part of the investigation experience. This gives teams answers grounded not only in Nexthink intelligence, but also in their organization’s own operational history and documented fixes. 

Instead of searching through past incidents, copying information from knowledge articles, or manually connecting documented fixes to live experience data, teams can bring that context into the flow of work. Workspace helps them understand whether an issue is new or recurring, learn from previous resolutions, and apply internal knowledge more consistently across investigations. 

For IT teams, this means faster answers, fewer repeated searches, and more confidence that recommendations reflect how their organization operates. 

Skip the handoff, execute Remote Actions in Workspace 

The biggest innovation is simple: Workspace can now act. 

Most AI-assisted IT workflows stop at insight. They'll name the problem or suggest a next step, but the user still must leave the conversation, find the right remediation tool, confirm the target device or user, and execute the fix somewhere else. That handoff is where time gets lost and where issues sit unresolved longer than they need to. 

Workspace closes that gap by surfacing the relevant Remote Action directly inside the investigation, with the affected device or user already identified from the context of the conversation. Teams review the recommended action, confirm it, and execute it without switching tools. The same permissions and controls that govern Remote Actions elsewhere in Nexthink still apply here, so nothing runs without the right access in place. 

For IT teams, that turns "here's what's likely wrong" into "here's the fix, ready to run," in the same place they were already investigating. 

Automate multi-step remediation with workflow orchestration 

Not every issue can be resolved with a single action. Some require multi-step remediation, employee engagement, conditional logic, or coordination across IT systems. 

That is where automation and workflow orchestration extends what Workspace can help teams do. With automation and workflow orchestration in Workspace, teams can move from investigation into orchestrated remediation.  

Workspace helps identify what is happening and guide the user toward the right action, while Flow automates the steps required to resolve more complex issues across devices, employees, and integrated systems. 

This gives IT teams a more scalable path from diagnosis to resolution. Instead of relying on manual coordination, repeated troubleshooting, or service desk escalation for every issue, teams can use Workspace and automation and workflow orchestration together to trigger consistent workflows that reduce effort and accelerate outcomes. 

A stronger foundation for every investigation 

These updates build on the broader evolution of Workspace since launch. Teams can now add images to prompts for richer troubleshooting context, share conversations to preserve investigation history across handoffs, use web search to bring external intelligence into investigations, and access deeper single-device troubleshooting insights. 

Workspace also continues to expand the data it can reason across, including broader coverage of the Nexthink data model for areas such as mobile and AI usage. With richer context, improved response quality, and more ways to connect internal and external intelligence, Workspace gives IT teams a stronger foundation for everyday investigations. 

That foundation extends beyond troubleshooting. Teams can use Workspace to understand widespread experience issues, monitor project rollouts, identify cost optimization opportunities, validate known fixes, investigate application or device trends, and decide what action to take next. 

Analyze. Act. Resolve. 

That's the shift in this release: Workspace no longer stops at telling teams what's wrong. With ITSM and knowledge base context, Remote Actions, and automation and workflow orchestration now built into the investigation experience, a single conversation can carry a team from "here's what's happening" to "here's what we did about it", without a detour through five other tools. 

Concretely, that means less time spent hunting for a past ticket, exporting data to justify a fix, or handing an investigation off to whoever owns the remediation tool. It means an issue that used to take a dashboard, a knowledge base search, and a separate remediation platform can now be diagnosed and resolved from the same screen. 

To learn more, see how Workspace helps teams automate remediation across the digital workplace.