The Deel Slack app brings 24/7 Tech Support directly into Slack, eliminating the need to switch tools or leave your chat. Raise, track, and resolve IT tickets without ever opening a browser.
If your organization has purchased 24/7 Tech Support and installed the Slack app, your team can submit IT tickets directly from Slack. The app syncs your conversations with our internal ticketing system in real time, so your IT team sees your requests immediately and can reply without you having to check email or a separate platform.
With the Deel Slack app, you can: describe your issue in plain language and let AI prefill your ticket, follow every status change in a dedicated Slack thread, chat with the IT team and share files in that thread, and see all your tickets, whether raised in Slack, on Deel, or by email, in one place.
In This Article
For Admins: Installation and Setup
Requirements
Before installing the Slack app:
- Your organization must have an active subscription to 24/7 Tech Support.
- You must have Admin access in both Deel and your Slack workspace.
- Your team members must have active 24/7 Tech Support licenses assigned and an IT Seat per worker.
Installing the App
The Slack app for 24/7 Tech Support is installed directly from your Deel platform:
- Log in to your Deel account with admin access.
- Go to Deel IT (in the sidebar) → Apps and Automation → Slack & Teams plugin → 24/7 Tech Support.
- Click Install (or Connect if already authorized).
- Complete the OAuth flow in Slack (takes about 30 seconds).
- You'll see a confirmation: "You're all set. Your team can now use Deel IT - IT Service Desk in Slack".
- Back in your Deel platform account, the Slack integration panel shows: connection status, workspace name, who installed it, and installation date. You can also uninstall the app from this panel.
Post-Installation
Once installed:
- Team members with an active 24/7 Tech Support license and an IT Seat can open the app in Slack immediately.
- The app appears in their Slack Apps panel under "Deel IT - IT Service Desk". Team members without a license can still open the app to follow existing tickets, but cannot submit new ones.
- All ticket submissions and replies from Slack sync to your internal ticketing system in real time. Workers stay in Slack while your IT team tracks and resolves tickets in the backend. No switching between tools is needed.
- Email notifications continue as before. Workers can reply to a ticket by email, in Slack or on the Deel platform’s chat for new requests and follow-ups.
Managing the Installation
- Reinstall or update: Return to Apps and Automation > Slack & Teams plugin > 24/7 Tech Support to manage your installation.
- Uninstall: Use the same path to disconnect the app from your Slack workspace.
- Important: If the Slack workspace admin who installed the app leaves your Slack workspace, the app is deactivated and needs to be reinstalled.
- Support: If your team can't see the app or it's not working, check that Slack user accounts are matched to Deel user profiles, and confirm licenses are assigned.
For Workers: Using the App
Requirements and Limitations
To use the Slack app for 24/7 Tech Support:
- You must have an active 24/7 Tech Support license assigned by your organization and an IT Seat assigned to the worker. Without a license and an IT Seat you can still view and reply to existing tickets, but you cannot create new ones.
- Your organization must have installed and configured the Slack app.
- You need both a valid Slack account and a Deel user profile (they must be linked).
- Support is available 24/7 across all major time zones.
- All communication is in English.
- The app works with Slack only. Microsoft Teams is not supported by this app.
Getting Around: The Home Tab
Opening the app in Slack takes you to the Home tab. What you see depends on your license and ticket history:
- Licensed, no tickets yet: a welcome screen explains what 24/7 Tech Support covers (hardware, software, account access, VPN and network, device setup, identity and SSO, and more) and how it works, with a Submit a request button.
- Licensed, with tickets: buttons for Submit a request and View requests, and your three most recent tickets under Recent tickets. Each shows ticket ID and title, status, type, when it was last updated, and where it was raised. Select a ticket to open its thread. View all requests shows your open tickets, and your last 10 closed tickets, in separate tabs.
- No license: you see the same screens, but Submit a request is disabled, with a message to contact your IT admin. If you already have tickets, you can still open them, reply and receive updates.
- Slack account not matched to a Deel account: you see a message asking you to contact your IT admin to confirm your account setup.
Raising a Ticket
- Click the Deel app in your Slack Apps panel.
- Go to the Home tab and select Submit a request in the 24/7 Tech Support section.
- Describe your issue in the text field (minimum 30 characters). Write it in plain language, for example "Can't connect to the VPN, error 691." The more detail you add, the better the result.
- Click Continue. If you prefer to complete the form yourself, click Fill in manually instead.
Our AI triage system analyzes your description and pre-fills a form with:- Title - A clean summary of the issue
- Category - Hardware, software, account access, network & VPN, device setup, identity & SSO, or other
- Priority - Low, medium, high, or critical
- Description - A polished version of what you typed
- Device - If applicable, based on devices registered to your account. The device field appears when the AI identifies a hardware-related issue. If no devices are registered to your account, you can type the device in.
- Review and adjust as needed, add attachments if useful (up to 5 files, 10MB each), then click Submit request. If the AI pre-fill is unavailable or takes too long, the form opens empty so you can fill it in yourself. No action is needed from you.
- A new ticket is created in your organization's ticketing system, and an anchor card appears in your Slack Messages tab. The card serves as your single conversation thread with the IT team. All replies, status updates, and file attachments happen in Slack. You can open this conversation on Deel platform as well.
Tracking Your Ticket
Every ticket you submit appears as a card in your Messages tab. The card shows:
- Ticket ID and title
- Current status (Open, In progress, On hold, or Completed)
- Priority level
- Issue type
- Submission date and where the ticket was raised (Slack, Deel, email, or other)
Status updates happen in real time. When the IT team moves your ticket to "In progress," you get a Slack notification immediately.
Responding to the IT Team
Reply directly in your ticket thread. Your message reaches the IT team within seconds, and their response comes back the same way. You don't need to use a separate ticketing interface. You will also keep receiving email notifications as before, and you can reply by email, in Slack or the Deel platform.
File attachments: You can drop files into the thread anytime. Files shared by the IT team also appear in the thread.
- Supported types: JPG, PNG, PDF, TXT, LOG, ZIP, DOCX, MP4
- Limit: 5 files per ticket, 10MB per file
- The app will alert you if a file exceeds these limits
Mentions: You can @mention colleagues in your replies. The mention is shared with the IT team for context. Mentioning a colleague does not add them to the ticket.
Privacy: Only messages you write in the ticket thread are sent to the IT team. Private Slack messages and side conversations stay between you and your colleagues. Agent internal notes and private comments from the IT team are never shared in Slack, you only see their public replies.
Editing and deleting: Edits and deletions you make to a message in Slack are not synced to the ticket. To correct something, send a new message in the thread.
Viewing Previous Tickets
If you raised a ticket via email or the Deel platform before installing the Slack app, you can opt into Slack notifications:
- Go to the Home tab and find View requests.
- Find the ticket you want to follow in Slack. An icon on each ticket shows where it was raised (Slack, Deel, email, or other).
- Click Receive notifications on Slack.
The ticket thread appears in your Messages tab, and all future updates come through Slack. Select View prior messages on the card to read earlier messages from email or the Deel platform. Once a ticket is followed in Slack, the button changes to Open thread.
What Happens After a Ticket Is Closed
When you reply to a completed ticket, you'll see a message asking whether you want to:
- Reopen the original ticket (we'll keep working on the same issue), or
- Start a new ticket (it will be linked to the original for context).
Frequently Asked Questions
What if I don't have a 24/7 Tech Support license?
Contact your IT admin. Only licensed users can submit new tickets. If your license was revoked, you can still view and reply to existing tickets. You just can't create new ones. The Home tab shows a message with this information and the Submit a request button is disabled.
Can I view tickets I submitted via email or the Deel platform before installing the app?
Yes. In the Home tab's View requests section, find the ticket and click Receive notifications on Slack. From that point on, all updates come through Slack. You can also read earlier messages with View prior messages.
What if I can't find the app in my Slack workspace?
Ask your IT admin to confirm the app was installed successfully. If it was, search for "Deel IT" in your Apps panel in Slack. If you still can't find it, your Slack account may not be matched to a Deel user profile. Contact your IT admin for help.
What if my Slack account isn't recognized?
Your Slack email may be different from the email your company uses in Deel. Contact your IT admin to confirm your account setup is correct. In the meantime, the app Home tab shows a message that we couldn't match your Slack account to a Deel user.
Can I attach files to my ticket?
Yes. Drop files into the thread anytime or add them when you submit the request (limit: 5 files per ticket, 10MB per file). Supported file types: JPG, PNG, PDF, TXT, LOG, ZIP, DOCX, MP4. If a file is too large or not supported, the app tells you in the thread.
Will my IT team see my internal Slack messages?
No. Only messages you write in the ticket thread are sent to the IT team. Private Slack messages and side conversations stay between you and your colleagues. Agent internal notes and private comments from the IT team are never shared in Slack—you only see their public replies.
What if I need to cancel a ticket?
You can close or archive a ticket thread in your Messages tab, but the ticket remains in your history. If you want to formally cancel a request, reply in the thread explaining the cancellation, and the IT team will mark it as cancelled.
Can a manager submit tickets on behalf of their team?
An Admin with an active 24/7 license and IT Seat can submit a ticket on a worker’s behalf.
How long does it take to get a response?
Your organization's SLA (Service Level Agreement) defines response time guarantees. Check with your IT admin or in your 24/7 Tech Support contract for expected response windows. Replies from the IT team appear in your ticket thread within seconds of being sent.
Can I use the Slack app if my company uses Microsoft Teams?
No. This app works with Slack only. You can still raise and track tickets by email or from the Deel platform.
What happens if the person who installed the app leaves our Slack workspace?
The app is deactivated. A Slack workspace admin needs to reinstall it. Contact your Deel account contact for a new install link.
Will I still get emails about my ticket?
Yes. Email notifications continue as before. You can reply by email or in Slack.