We're excited to share that Rescue and Nexthink are now integrated, and the full workflow is available today. This has been a highly requested from enterprise customers, and we've built it in four stages that connect into a single, end-to-end support experience.
If your organization uses Nexthink for device monitoring and Rescue for remote support, this integration connects the two tools so your technicians never have to leave one to use the other. From the moment Nexthink flags an issue to the moment your technician resolves it; everything happens inside a single workflow.
Launch a Rescue Session Directly from Nexthink
Technicians can initiate a Rescue session with a single click from the Nexthink device view or from their ticketing platform. Four scripts (covering Windows and macOS, PIN-based and channel-based sessions) automate the entire connection process. The session launches silently on the end-user device, and both parties are connected without the user having to do anything.
What this means for your team:
- No manual session setup. One click in Nexthink or ticketing platform starts the session
- No instructions to walk the end user through, it launches silently on their device
- Works for attended and unattended sessions, and supports Calling Card
The scripts are available on our and the Nexthink library.
Live Nexthink Device Data Inside the Rescue Console
Once a technician is in a session, they don’t need to toggle between Nexthink and Rescue to get full device context. Context is available directly into the Rescue technician console via a dedicated Nexthink tab. No switching required.
During any active session on a Nexthink-managed device, technicians see three pre-configured views:
- Device Properties: Hardware model, OS, serial number, IP address, and connectivity status, pulled live from Nexthink
- L1 Checklist: Structured telemetry metrics based on Nexthink blueprints, designed for triage and clean L2/L3 handoffs
- DEX Checklist: End-user sentiment scores, composite Digital Employee Experience scores, and experience trends
*The above checklists are pre-configured in the admin center and custom queries can be added
What this means for your team
- Technicians have full device and user context before they've asked a single question
- Structured checklists make tier escalations cleaner; L2 and L3 inherit a complete picture, not a verbal handoff
- DEX scores help technicians understand the user's actual experience state, not just the technical symptoms
Access to Nexthink data is controlled per technician group in the Rescue Admin Center. See how to configure it here
AI Recommendations Enriched by Nexthink Telemetry
Rescue AI already helps technicians diagnose issues during sessions, but on its own, it can only work from what's observable in the moment. Combined with Nexthink’s historical device telemetry, Rescue AI arrives at a session with real context rather than just symptoms.
At session start, the AI automatically pulls Nexthink telemetry alongside any ticket context and in-session data. When a technician requests a recommendation, the AI cross-references that full historical picture, connectivity patterns, application behavior, DEX score trends, recent configuration changes to form a root cause hypothesis.
The practical difference: instead of a list of things to investigate, technicians get a targeted recommendation with the reasoning behind it.
Nexthink context enriches three points in the AI workflow:
- Device Analysis: Available at any point during a session, giving the AI weeks of Nexthink telemetry to work from alongside live session context
- In-Session Recommendations: Cross-references historical telemetry with live session context for higher-confidence, targeted guidance
- AI Session Summary: Captures Nexthink-sourced data and AI inferences in the session record, giving full context without reconstructing it
What this means for your team
- Fewer exploratory troubleshooting steps the AI arrives at the session with context, not just symptoms
- Higher First Contact Resolution rates, because recommendations are grounded in actual device history rather than in-session observation alone
- Cleaner tier handoffs, because the session summary captures what was analyzed and why, not just what happened
AI recommendations require a Rescue AI license. Learn more about Rescue+ AI
Execute Nexthink Remote Actions Directly from Rescue
Once a technician has identified a root cause and the AI points to a fix, they can execute Nexthink Remote Actions without leaving the Rescue session.
Admins configure which Remote Actions are available to which technician groups in the Rescue Admin Center. During a session, a technician selects the appropriate action, fills in any required parameters, and executes. Rescue confirms the action was dispatched, and the execution is logged in session reporting and any connected ticketing system — including ServiceNow.
What this means for your team
- The full support workflow: launch, diagnose, recommend, remediate completes in one place
- No context switching back to Nexthink to run a fix after diagnosing in Rescue
- Granular access control so admins decide which technician groups can execute which actions
- Full audit trail: every action is logged in Rescue session reporting and ServiceNow, which matters for compliance and escalation documentation
Remote Actions require a Nexthink license that includes the Act module and API access.
What the Complete Workflow Looks Like in Practice
A user reports that their device is slow. Nexthink has already flagged the anomaly. A technician clicks once in the Nexthink device view. A Rescue session starts silently on the user's machine. Inside the session, device properties, L1 telemetry, and DEX scores are immediately visible in the Nexthink panel. Rescue AI has already pulled weeks of device history and surfaces a targeted root cause hypothesis: memory contention tied to a recently deployed application. The technician reviews the reasoning, selects the appropriate Nexthink Remote Action, and executes the fix, all without leaving the Rescue console. The session summary logs everything, and the ticket in ServiceNow is updated automatically.
Each stage reduces a specific point of friction in the support workflow. Together, they connect device monitoring and remote support into a single, uninterrupted experience.
Getting Started
The integration is available now at no additional cost for customers with both a Rescue and Nexthink subscription. AI-powered capabilities require a Rescue AI license. Remote Actions require a Nexthink Act module license.
To get started, review our support article for step-by-step guidance on enabling the integration. If you need assistance along the way, contact our support team or reach out to your Customer Success contact. They can walk you through enabling the integration for your environment and arrange a guided proof of concept with our solutions engineering team.
Resources:
Nexthink Integration Support Page
Rescue AI Features Support Page
Scripts on GitHub
Questions? Comments? Let us know below.
