This article explains how organization admins can automatically create 24/7 Tech Support tickets using Deel’s Workflow Builder.
With this feature, organizations can automatically generate support tickets during key employee lifecycle events, such as onboarding, offboarding, or department changes. This helps ensure workers receive the tools and access they need at the right time without requiring manual ticket creation.
Automations can be configured to create tickets for software requests or general IT support tasks and can be combined with other automated workflow actions.
Creating an Automation to Generate a Tech Support Ticket
Before Starting
- Your organization must have 24/7 Tech Support enabled.
- The worker profile must exist in Deel (in active or draft state).
- You must have the required permissions to access the Automation section.
If the Automation option is not visible, contact your Deel administrator for access.
Step 1 – Open workflow builder
From the Deel home page
- Click the More icon (grid icon) in the top-right corner.
- Select AI Workforce.
- Click New Workflow.
- Choose Start from Scratch.
Step 2 – Select a trigger
Choose the event that will start the automation.
Common triggers include:
- Worker start date
- Offboarding date
- Worker profile updated
The trigger determines when the support ticket will be automatically created.
Step 3 – Add the 24/7 Tech Support action
After selecting the trigger:
- Click Add Action.
- Select 24/7 Tech Support.
This action will automatically create a support ticket when the workflow runs.
Step 4 – Configure the support ticket
Configure the ticket details:
Request Type
Choose the type of support request:
- Software request
- General IT request
Ticket Description
You can include details about the request and use Dynamic Fields to automatically populate information from the worker’s profile (for example, name, department, or start date).
Custom fields created by your organization can also be used as dynamic values.
Priority
Select the priority level for the request.
Worker Visibility
Choose whether the worker should be able to view the ticket.
Step 5 – Name and save the workflow
Once the action is configured:
- Give your workflow a descriptive name.
- Click Save to activate the automation.
The workflow will now automatically generate tech support tickets when the trigger event occurs.
Once the workflow is created, by clicking on the three vertical dots, the automation can be deleted, deactivated or duplciated
You can combine these actions with other actions, such as MDM (lock, wipe, etc., device), IAM (disable access, change passwords), triggering emails, and many others. In addition, you can branch or fork workflows, add delays, or apply filters to select different actions based on specific conditions or timing, allowing precise control over when the workflow runs. The possibilities are extensive and can easily be adapted to the needs of each organization.
Requirements and Integrations
To ensure smooth automation, teams should be aware of the following technical requirements and product dependencies:
Deel HR is Required
A worker profile must exist in Deel for these automations to trigger. The worker does not need to be active or have access to the Deel platform. Creating the profile in a draft state is sufficient.
Integration-Friendly
It does not matter how the profile was created. Profiles created directly in Deel or imported via integrations (such as BambooHR or HiBob) will work as long as the relevant HR fields (such as Start Date) are populated in Deel.
No IT Seats Required
Deel IT seats have no impact on whether these automations run or trigger. Automations will work for workers with or without an assigned seat.