Deel's 24/7 Tech Support allows you and your team to raise IT support requests directly from the Deel platform and track progress from submission to resolution. This is the fastest way to get help with issues like device troubleshooting, software access, account problems, or urgent IT requests.
With 24/7 Tech Support, you can:
- Submit a support request anytime (24/7), for you or on behalf of your team
- Track all request statuses and updates in one place
- Attach screenshots or files to help our team investigate faster
- View key analytics such as request volume and resolution speed (admins only)
- Automate common requests using Workflow Builder
In this article
- License Requirements
- How to Submit a 24/7 Tech Support Request
- Filling in a Request
- Tracking Your Request
- Request statuses explained
- Automating requests with the Workflow Builder
- Exporting Request Data
- Frequently Asked Questions
- Related Articles
License Requirements
Before you can submit a 24/7 Tech Support request, you must meet these conditions:
- Your organization must have 24/7 Tech Support enabled – Your company must be subscribed to the service
- You must have a 24/7 Tech Support license assigned – This is separate from other Deel licenses
- You must have an IT Seat assigned – 24/7 Tech Support licenses work alongside IT Seat licenses
- Your work email must be set in Deel – This is the email address used for all support communications; personal email is used as a fallback
Omnichannel enforcement
These requirements apply whether you submit via the platform, email, or any other channel. If you don't meet these conditions, your request will be blocked, and you'll receive an error (on-platform) or an automatic rejection email. Contact your organization's IT admin if the error persists.
For admins
Make sure your team members have both IT Seats and 24/7 Tech Support licenses assigned. See Managing 24/7 Tech Support Licenses for step-by-step instructions.
How to Submit a 24/7 Tech Support Request
You can submit a request using any of three entry points:
Entry Point 1: IT Overview Page (Recommended for most users)
This is the primary way to submit requests:
- From the Deel Home page, select IT in the left sidebar to open IT Overview. If IT is not visible, select the chevron next to Workspace to expand its submenu, then select Deel IT
- On the IT Overview page, locate the Request Support button in the Quick Action widget
- Click Request Support
Entry Point 2: 24/7 Tech Support Tab (For admins)
Admins have direct access to a dedicated 24/7 Tech Support tab.
- From Deel Home, select IT (or Workspace > Deel IT)
- Click the 24/7 Tech Support tab
- Click Create Request
Entry Point 3: Email Submission
This service is only available to companies enrolled in Deel IT 24/7 Tech Support.
Learn more about the service on the official feature page.
If you prefer to submit by email, use the 24/7 Tech Support dedicated support email for general requests or escalations.
Important
Email must come from an address that has a 24/7 Tech Support license assigned. If your license is not recognized, your email will be rejected automatically.
For detailed instructions on email submissions, see Submitting 24/7 Tech Support Requests by Email.
Entry Point 4: Slack App
You can also submit requests directly from Slack using the Deel Slack App. For step-by-step instructions, see Using the Deel Slack App.
Filling in a Request
Once you've selected an entry point, follow these steps to complete your request:
Step 1: Choose who the Request Is for
- For yourself: Select your own name
- For a team member: Select their name from the dropdown and use privacy controls to limit visibility if the issue is sensitive (e.g., personal device problems, account access issues)
Privacy controls prevent unnecessary visibility to other team members.
Step 2: Provide Request details
The request form includes a text box with AI assistance. You can either:
- Describe your issue in natural language – The AI will pre-fill recommended fields based on your description
- Manually fill in each field – If you prefer to complete the form step-by-step
Fields to complete:
| Field | Options | Notes |
|---|---|---|
| Request Type | Software, Hardware, General | Determines the fields shown next (e.g., if you select "Software," a software name field appears) |
| Software Name | Text input | Appears if you select "Software" as the request type |
| Equipment/Assets | Dropdown (linked to org's assets) | Appears if you select "Hardware." If your equipment isn't listed, you can add a custom name |
| Title | Text | Brief summary of the issue |
| Description | Text | Detailed explanation of the problem and what's blocked |
| Urgency | Low, Medium, High | Higher urgency has faster SLA response times; see About 24/7 Tech Support from Deel IT for SLA details |
| Attachments | Optional | Screenshots, log files, error messages. Supported formats: PNG, JPG, PDF, TXT, DOC, DOCX. Files can be 5 MB maximum |
Step 3: Review and Submit
Review all details and click Create Request or Submit.
Once submitted, your request is created and assigned to the support team for review. You'll receive a confirmation email with your request details.
Tracking Your Request
For Individual Users
After submitting a request, you can monitor it in two places:
- Requests Tab (in Deel IT) – Open IT > Requests to see all your submitted requests
- Communication Center – Select the Deel IT tab to view ticket updates
For Admins: Full Dashboard Access
Admins have access to organization-wide tracking and analytics.
Overview Tab
Get a snapshot of your organization's 24/7 Tech Support activity:
[SCREENSHOT PLACEHOLDER: Admin Overview dashboard showing request stats and filters. Source: Wiki page 56394, section 3.2 (Overview tab)]
- Total Requests – Count of all tickets generated (within selected time period)
- Status Distribution – Breakdown of Open, In Progress, On Hold, and Closed requests
- Requests by Type – Count by Software, Hardware, or General
- Requests by Urgency – Count by Low, Medium, or High
- Requests by Country – Geographic distribution
- Filters – Filter by time period and view specific request groups by clicking on each metric tile
You can also submit new requests directly from this dashboard.
Requests Tab
View a detailed list of all organization requests and take action:
Available views
- Full request list – All active and historical requests
- Status Distribution – Tiles showing Open, In Progress, On Hold, Closed counts
-
Filters – Narrow by:
- Status
- Urgency
- Type (Hardware vs. Software)
- Support for (requester/recipient)
- Submitted date
- Requester
Actions
- Quick View – See full context of a ticket without leaving the dashboard
- Open request – View original details, attachments, full support conversation, priority, and assigned status
Request statuses explained
Your request progresses through these statuses:
| Status | Meaning | Your Action |
|---|---|---|
| Open | Request received and waiting for the support team to review | Monitor inbox for updates |
| In Progress | Support team is actively investigating or working on your issue | Check for responses and requests for additional info |
| On Hold | Support team needs more information from you to continue | Respond with requested details |
| Closed | Request has been resolved | If the issue continues, reopen the conversation or submit a new request |
After Resolution
Once a request is marked Closed:
- If the issue is resolved: No further action needed
-
If the issue continues or resurfaces:
- Reopen the conversation (if available in the Deel platform), OR
- Submit a new request and reference the original Request ID in the subject line or description
Referencing the original request helps the team connect related issues and provide continuity.
Automating requests with the Workflow Builder
For Admins: You can set up automated 24/7 Tech Support requests using Workflow Builder. Common use cases include:
- Automatic IT requests when a worker is onboarded (e.g., "set up laptop and accounts")
- Automatic requests when a worker is offboarded (e.g., "deactivate accounts and devices")
- Custom workflows triggered by any onboarding status or condition
How to Set Up an Automated Request
- Go to AI Workforce > New Workflow
- Click Start from Scratch
- Set a trigger (e.g., "when onboarding status = Active")
- Add an action: Select 24/7 Tech Support from the actions menu
-
Fill in request details:
- Request topic (Software, Hardware, General)
- Title
- Description
- Priority (Low, Medium, High)
- (Optional) Add branches for different conditions or delays to schedule the request
- Click Save
Automated workflows can use standard Deel fields and custom fields in the request description (e.g., worker name, work email, department).
The trigger can run for any worker in your Deel HR system. If the worker doesn't have the required licenses or account setup, the request will be blocked and an error notification will be sent.
For detailed instructions, see How to Automate 24/7 Tech Support Requests With Workflow Builder.
Exporting Request Data
For Admins: You can export your organization's request data as a CSV file for analytics and reporting.
- Go to IT > 24/7 Tech Support > Requests
- Select Export
- Download the CSV file
- Use for trend analysis, volume monitoring, and resource planning
Frequently Asked Questions
Is 24/7 Tech Support included in the Deel IT paid plan by default?
No. This is a stand-alone service, separate from other Deel IT offerings.
Do I need both an IT Seat and a 24/7 Tech Support license?
Yes. You must have both assigned to your account to submit requests via any channel (platform, email, or other). If either is missing, your request will be blocked or rejected.
What if I don't see the 24/7 Tech Support option?
The 24/7 Tech Support feature is not in the Communication Center. It is a widget on your IT Overview page. To submit a request, go to IT > Overview and click Request Support. If you still don't see it, your organization may not be subscribed to the service, or your license may not be assigned. Contact your IT admin or account manager to confirm.
What if my organization is not subscribed to 24/7 Tech Support?
Your organization will not see the 24/7 Tech Support option in the platform. A message will appear in the Deel IT > Services section with an option to contact your account manager to learn more about the service.
Are support specialists available in languages other than English?
Support is offered in English only.
How long will it take to receive a response?
Response times depend on the urgency level of your request. Your organization's SLA (Service Level Agreement) defines guaranteed response and resolution times based on priority. For your organization's specific SLA, see About 24/7 Tech Support from Deel IT.
What if my request isn't solved?
If your issue hasn't been resolved within the SLA timeframe:
- Check for updates in the request conversation
- If additional information is needed, respond promptly
- Contact your IT admin or account manager for escalation
- Reference your Request ID in any follow-up communication
Does this service cover the cost of hardware repairs or replacements?
No. The 24/7 Tech Support team troubleshoots and coordinates hardware issues, but repair or replacement costs are covered under Deel's Device Lifecycle Management (DLM) service, which is a separate add-on.
Does the service handle on-site support?
No. All support is remote only. We do not dispatch technicians for on-site hardware support or physical repairs.
What types of issues are covered?
24/7 Tech Support covers:
- End-user technical issues (e.g., laptop won't start, software crashes)
- General IT questions
- General IT admin queries
- Account provisioning (e.g., setting up new worker accounts)
- Account de-provisioning (e.g., deactivating departing worker accounts)
- IT system issues
Not covered:
- On-site or physical support
- Strategic IT consulting (e.g., SOC2 compliance, IT budgeting, technology roadmaps)
- Hardware procurement
- Complex policy configuration (IAM, MDM, access control policies are handled under dedicated managed services)
What software and tools do you support?
We support a broad range of tools including Microsoft 365, Zoom, HubSpot, CrowdStrike, JumpCloud, and many others. If you have questions about a specific tool, include it in your request description.
Can I submit one request for multiple team members with the same issue?
Yes. If multiple people are affected (e.g., "all design team members can't access Figma"), submit one request that includes:
- How many people are affected
- Which team or department
- Whether it's blocking work (helps us prioritize)
The support team may ask for follow-up details during investigation.
Can I attach files or screenshots to my request?
Yes. Attachments help the support team investigate faster. You can add:
- Screenshots showing the error or issue
- Log files or error messages
- Configuration details or settings
- Video recordings of the problem
Supported formats: PNG, JPG, PDF, TXT, DOC, DOCX. Keep files under 5 MB when possible.
What happens if I submit an email request from an email address that doesn't have a license?
Your email will be rejected automatically. To submit by email, ensure:
- Your 24/7 Tech Support license is assigned in Deel
- Your work email is set in your Deel profile
- You're sending from that work email address
If you're using an automated tool (e.g., HiBob, Zapier) to send emails from a generic address (e.g., noreply@company.com), contact your IT admin to either:
- Send emails directly from a licensed worker inbox, OR
- Create a dummy Deel profile with work email set as the generic address
Can I reduce my license count after increasing it?
No. License count increases are locked for your entire contract term. This applies regardless of billing frequency (monthly, quarterly, or annual). Once you increase your license count, that new total cannot be reduced until your contract renews. Confirm this expectation with our team before completing any increase.
Is 24/7 Tech Support available 24/7?
Yes. You can submit and track requests at any time, and the support workflow is designed to provide coverage around the clock. Your organization's SLA governs response times based on request priority.
What if I want to include custom information (like project codes, department, etc.) in automated requests?
Automated workflows can use standard Deel fields (worker name, email, department, etc.) in the request description. To include custom information:
- Make sure the custom field is stored in the worker's Deel profile
- Reference it in the workflow description using the field name
- Type / in the workflow description field to see available fields
Custom information can only come from fields stored in Deel—data from external systems cannot be dynamically pulled into requests.
Can 24/7 Tech Support integrate with our existing ticketing tool (Jira, Freshdesk, etc.)?
No. The Deel IT 24/7 Tech Support system is native to Deel and does not integrate with external ticketing or desk systems. Requests created in Jira, Freshdesk, or similar tools will not automatically create Deel IT support tickets.