Getting Started with 24/7 Tech Support Self-Service Onboarding

When you activate 24/7 Tech Support, you can go live immediately with a guided setup flow that takes just a few minutes. 

During onboarding, you'll assign licenses to workers, optionally set up automations to handle common IT requests, and optionally connect Slack so your team can submit and track support requests directly from Slack. All without needing an onboarding call.

In this article

• Step 1: Assign Licenses (Mandatory)
  • How to assign licenses
  • Define escalation contacts
• Step 2: Create Automations (Optional)
  • What are automations?
  • How to set up automations
  • How automations work over time
• Step 3: Connect Slack (Optional)
  • Requirements
  • How to connect Slack
  • Benefits of Slack integration
• Using AI Copilot During Setup
• Coverage Score and Progressive Unlocking
• Frequently Asked Questions

Step 1: Assign Licenses (Mandatory)

License management defines how workers gain access to 24/7 Tech Support. This is the first required step in onboarding.

How to assign licenses

1. Navigate to Organization Settings in your Deel account.
2. Go to Deel IT → 24/7 Tech Support → License Management.
3. Choose an assignment method:
   • Automatic (default): Licenses are assigned when a worker's start date arrives or when they first request support, whichever comes first. Licenses are unassigned when the worker's end date is reached and all their open requests are closed. (Licenses remain with the company; this is not a reduction in your contract.)
   • Manual: You assign and unassign licenses yourself as needed.
4. Click Save.

You can change your assignment method at any time.

Define escalation contacts

During the setup flow, you'll also be prompted to define escalation contacts—the people who should be notified when a support request falls outside your automated rules or requires approval.

1. Click Add Escalation Contact.
2. Enter the contact's name and email address.
3. Specify their preferred communication channel (email or Slack).
4. Click Save.

At least one escalation contact is required before you can go live.

Step 2: Create Automations (Optional)

Once licenses are assigned, you can optionally set up automations to handle common IT requests without manual intervention. This step is optional; you can configure automations now or add them later as your team submits requests.

What are automations?

Automations define how your organization handles common IT issues—which apps workers can request, who can approve access, what password reset procedures look like. You can build these rules from scratch using the Automation Builder or use pre-configured templates.

How to set up automations

1. In the 24/7 Tech Support setup, click Automations.
2. Choose an approach:
   • Use pre-configured templates (recommended for getting started fast):
     • Review template categories: app access, account management, device setup, etc.
     • For each category, review the pre-filled template and either Confirm, Edit, or Skip.
     • Click Save when done.
   • Build from scratch using the Automation Builder:
     • Define rules for specific IT issue types (e.g., "Software installation requests require approval from the department head").
     • Set conditions, approval chains, and resolution steps.

How automations work over time

After you go live, requests start coming in. Some will match your automations and be resolved automatically. Others will be escalated to your defined contact.

When an escalation arrives, your contact sees:

• The original request with worker context
• Reason for escalation (no matching rule, requires approval, etc.)
• Suggested resolution steps

Your contact reviews and resolves. By default, the resolution is saved as a new automation rule. Next time an identical request arrives, it's resolved automatically—no escalation needed.

Over time, this escalation-as-learning model builds your automations organically. You don't have to predict every scenario upfront; your automation library grows as your team handles real requests.

Step 3: Connect Slack (Optional)

Optionally, connect the Deel Slack app to your workspace so your team can submit and track 24/7 Tech Support requests directly from Slack.

Requirements

• The Deel Slack app must be available in your Slack workspace.
• You must have admin permissions in both Slack and Deel.

How to connect Slack

1. In the 24/7 Tech Support setup, click Connect Slack or Install Slack App.
2. Click Authorize to grant Deel permission to post messages to your workspace.
3. Once authorized, your team can start submitting support requests from Slack's Home tab.

Benefits of Slack integration

• Workers submit and track requests without leaving Slack.
• Approvers receive approval notifications and act on requests with one click.
• Full sync with your existing approval engine and audit log.

Using AI Copilot During Setup

Throughout the three-step onboarding, an AI copilot is available in a side drawer. The copilot can:

• Explain tradeoffs between options (e.g., automatic vs. manual license assignment).
• Recommend configurations based on your organization size and industry.
• Pre-fill automation templates based on common practices.
• Answer questions about what each setting does.

Click the Copilot button at any time during setup to get help.

Coverage Score and Progressive Unlocking

As you configure automations, you unlock new capabilities and see a coverage score that reflects how much of your IT processes are automated.

• Breadth: How many issue types are defined (app access, password resets, etc.).
• Depth: How much of each resolution can happen without human intervention.

Your coverage score also includes a weekly impact metric: "You resolved 34 tickets automatically this week, and 6 were escalated that could be automated if you configure X."

Use these insights to prioritize which automations to add next.

Frequently Asked Questions

Do I need to complete all three steps before going live?

No. The only mandatory step is assigning licenses. You can go live with just license assignment, then add automations and Slack integration later.

Can I set up automations after going live?

Yes. You can configure automations during onboarding or add them anytime afterward as your needs evolve.

What happens if a request doesn't match any automation?

The request is escalated to one of your defined escalation contacts. They review the request, decide how to resolve it, and can save the resolution as a new automation rule. This rule then handles identical requests automatically going forward.

Can I change my license assignment method later?

Yes, you can switch between automatic and manual assignment at any time from the License Management section.

What if I don't define any escalation contacts?

At least one escalation contact is required before you can go live. This ensures uncovered requests have a clear path to resolution.

Can I skip automations and just use manual approvals?

Yes. If you don't set up automations during onboarding, requests can still be reviewed and approved manually by your escalation contacts.

How do I know if my automations are complete?

Your coverage score shows which issue categories are configured and what percentage of your requests are being resolved automatically. Use the weekly impact metric to identify gaps.

Can I connect Slack after going live?

Yes. You can skip Slack during onboarding and connect it anytime from the Slack integration settings.

What happens between when I purchase and when I go live?

After purchase, services typically activate on the first of the month. During this time, complete onboarding so your team can start submitting requests on day one.