What are Session Requests?

Who is this feature for?

This feature is designed to help IT admins and support agents provide seamless support within their organization. Session Requests are available for users with:

• Ultimate (Cloud) license.
• AnyDesk 9.0.1 or later (Windows only).

It’s especially useful for streamlining support processes:

• For Support Agents
  Support agents can create and manage session requests directly within AnyDesk client and my.anydesk II. A dedicated list (Session Queue) shows all requests assigned to that queue, allowing agents to connect directly to end users and resolve their issues—without relying on external tools or ticketing systems.
• For End Users
  If an end user needs help, they can Request a Session within AnyDesk client. This provides the support agent with all the necessary details about the issue, enabling them to connect and assist quickly.

What can I do with Session Requests?

Depending on the platform and user permissions you have within AnyDesk, you can do the following: 

• Create and manage session requests
• Assign them to support agents  
• Schedule session requests 
• Add session request to session queue

Key Benefits

• Efficient Connection: No need to exchange AnyDesk IDs.
• Unified Management: Create, track, and assign session requests within the AnyDesk client or my.anydesk II.

How can I start using AnyDesk Assist with Session Request feature? 

As a license owner, you can create customized AnyDesk clients for both support agents and remote users. The customized clients will differ based on their roles: one for support agents and another for remote users.

Create a custom client for support agents:

1. Sign in to my.anydesk II account, click Builds, and Create Build.
2. There are two ways of how you can enable Session Request feature, do one of the following: 
   1. Scroll down to the Client Settings section and turn the Enable Session Requests toggle on. 
      
   2. Go to Advanced Settings and in the Overrides section, add the following advanced keys:
      

      _module=anydesk-9.0.1
      ad.session_queue.init=TRUE

3. Customize your build as required and click Create.
4. Download the build to start using the AnyDesk client with Session Requests feature.

Create a custom client for remote users:

1. Sign in to my.anydesk II account, click Builds, and Create Build.
2. There are two ways of how you can enable Request a Session feature for remote users, do one of the following: 
   1. Navigate to the Client Settings section and turn the Enable Session Requests Button toggle on. 
   2. Navigate to Advanced Settings and in the Overrides section, add the following advanced keys:

      _module=anydesk-9.0.1
      ad.session_queue.help_button=TRUE
      ad.session_queue.help_button.text=yourtext [The text that appears on the button

3. Customize your build as required and click Create.
4. Download the build and share with remote users to start using the AnyDesk client with Request a Session feature.