Connected support: How AnyDesk is redefining remote service through Freshservice and Salesforce

In a world where speed, convenience, and seamless communication define success, support teams are expected to deliver more — faster, smarter, and with minimal disruption. Whether serving internal teams through IT helpdesks or responding to customer queries in real time, organisations increasingly rely on integrated technology that removes friction and elevates the support experience.

Enter AnyDesk — a global leader in secure, high-performance remote desktop access — now seamlessly integrated into both Freshservice and Salesforce. These integrations transform traditional ticketing systems into full-service platforms, enabling remote support directly within the tools agents already in use.

With more than 1 billion downloads worldwide, AnyDesk is trusted by IT professionals and customer service teams alike. Its proprietary codec delivers ultra-low latency and real-time responsiveness — even in low-bandwidth environments. Compatible with Windows, macOS, Linux, Android, iOS, and Raspberry Pi, it runs smoothly across all major platforms.

Security is foundational to AnyDesk’s architecture. It uses AES 256-bit encryption, TLS 1.2 transport security, and granular access controls to ensure private, compliant remote sessions for even the most regulated industries.

From remote control and screen sharing to file transfer, session logging, and unattended access, AnyDesk offers a complete suite of remote support capabilities.

The integration of AnyDesk within Freshworks’ Freshservice gives IT support teams direct remote access from within a service ticket, with no need to switch tools or interfaces.

Agents can:

• Launch remote sessions instantly from tickets
• Generate secure links for users and support staff
• Track session status (Open, Waiting, Ready, Closed)
• Schedule future sessions — all from inside Freshservice

This deep integration ensures a single-pane-of-glass experience, where all session history and activity are automatically logged within the service case. Agents benefit from built-in auditing, and users experience faster resolution without having to install extra tools or follow complicated instructions.

Integration highlights:

• One-click session start and invite
• Ready-to-send email templates
• No user-side setup required — lightweight AnyDesk Quick Support module handles everything
• Support for screen recording, privacy screen, file transfers, and session handover
• Sessions close automatically when the Freshservice ticket is resolved
• Remote device controls, including restart, user switching, and privacy toggling.

Freshservice becomes more than a ticketing tool — it becomes a live, collaborative problem-solving hub. The result? Reduced resolution times, happier internal users, and a dramatically improved support workflow.

The beauty of the new AnyDesk integration is how naturally it fits into your team’s existing Salesforce workflow. There’s no need to switch tabs or juggle external tools. Support agents can now start a remote session from within the Salesforce Service Console.

Picture this: a customer reports a technical issue via a case in Salesforce. Instead of asking them to download software or schedule a call, the agent simply clicks a button. A secure session link is sent instantly, and within seconds, the agent can view and control the customer’s screen, chat with them, and troubleshoot the issue live.

Need to escalate the case to a specialist? The agent can seamlessly transfer the session—without disrupting the workflow or restarting the conversation. For more complex cases, sessions can be scheduled in advance, tied to specific Salesforce cases, and automatically logged for full visibility.

All of this happens within the familiar Salesforce environment, making the entire support experience faster, smarter, and easier for both agents and customers.

This integration isn’t just a new feature — it’s a major shift in how service is delivered.

Support teams benefit from instant session launches that reduce ticket resolution times and eliminate delays. Customers no longer need to download additional software or follow complicated steps—they just receive help, quickly and conveniently.

Every interaction is tracked and recorded within Salesforce, giving teams a full, auditable history of the case. This improves transparency and accountability, while also streamlining follow-ups and reporting.

Most importantly, the process becomes more human. By removing unnecessary friction, support becomes something customers appreciate — not something they endure.

Getting started with the AnyDesk Salesforce integration is refreshingly simple. After installing the app from the Salesforce AppExchange, teams authenticate using secure OAuth 2.0, configure their session permissions, and train agents—often going live in just a few days.

The solution is built to grow with your business. Whether you’re running a small help desk or managing a high-volume support centre across multiple countries, this integration can adapt to your needs.

AnyDesk’s integrations with Freshservice and Salesforce reflect a broader shift toward remote-first, real-time, user-friendly support. By embedding remote access tools directly into ticketing and CRM platforms, businesses eliminate barriers between issue and solution.

These integrations:

• Minimise tool-switching
• Speed up resolution
• Ensure session security and transparency
• Improve both agent and user experience

In today’s digital world, exceptional support isn’t just about solving problems — it’s about doing so quickly, securely, and seamlessly. With AnyDesk now natively integrated into both Freshservice and Salesforce, your team can meet that challenge head-on.

Reach out to AVERT ITD today to explore how AnyDesk and Salesforce can work together to empower your team and delight your customers.

For businesses in South Africa and throughout the African continent, AVERT ITD is your dedicated partner for AnyDesk solutions.

As the official distributor for AnyDesk in Africa, AVERT ITD offers more than just software licensing. It provides full-service support — from solution design and deployment to training, integration, and ongoing technical assistance.

Its local expertise ensures that African businesses get tailored advice and reliable service, whether they're adopting AnyDesk for the first time or scaling it across multiple teams and regions. With AVERT ITD, companies can fully leverage AnyDesk’s power while staying aligned with regional needs, compliance, and infrastructure.

A new WhatsApp support channel enables instant communication for partners and customers. Whether you need quick assistance, have questions about AnyDesk or want to discuss business requirements, you can now reach out directly for immediate help. This service ensures rapid responses, eliminating the need for lengthy e-mails or waiting for callback appointments. Send us a message on WhatsApp.

In addition to WhatsApp, AvertITD has introduced a live chat feature on its updated website. This allows you to connect instantly with knowledgeable representatives who can answer your questions and offer personalised guidance. The chat feature ensures you receive fast and efficient support without having to navigate through complex menus. By combining WhatsApp and live chat, AvertITD guarantees that partners and customers can easily access expert support, whenever they need it.

To become an AvertITD reseller, complete this form or contact sales on +27(0)10-007-4430 (Johannesburg) or +27(0)21-007-2655 (Cape Town), or e-mail sales@avertitd.com. Find AvertITD on LinkedIn. Or send us a message on WhatsApp.