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.
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.
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.
Post-Installation
Once installed:
- Team members with an active 24/7 Tech Support license can open the app in Slack immediately.
- The app appears in their Slack Apps panel under "Deel IT - IT Service Desk".
- 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.
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.
- 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.
- 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.
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).
- Click Continue.
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
- Review and adjust as needed, then click Submit request.
A new ticket is created in your organization's ticketing system, and an anchor card appears in your Slack Messages tab. This card serves as your single conversation thread with the IT team. All replies, status updates, and file attachments happen here in Slack.
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
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. No email, no separate ticketing interface. Everything happens in Slack.
File attachments: You can drop files into the thread anytime.
- 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.
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.
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.
- Click Receive notifications on Slack.
The ticket thread appears in your Messages tab, and all future updates come through Slack.
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.
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.
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.
Can I attach files to my ticket?
Yes. Drop files into the thread anytime (limit: 5 files per ticket, 10MB per file). Supported file types: JPG, PNG, PDF, TXT, LOG, ZIP, DOCX, MP4.
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?
This depends on your organization's configuration. Contact your IT admin to confirm whether delegation is enabled.
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.