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Login Instructions to new Deem Support System
Visit https://support.deem.com/deem_support .
Navigate to the login page.
Enter your User name in the format: first.last.deem
Click on 'Forgot Password' to set up your new login credentials.
Follow the prompts to reset your password and gain access to the new system.
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To report urgent issues, such as a systemwide site outage or an emergency involving a service failure that affects all users, and there is no workaround for the problem:
Support case via portal (preferred method):
Open a support case via the Deem Support Portal.
Set the priority set to Site down/cluster down.
Enter URGENT in the subject line.
Phone: Call and leave a message at 1-888-753-2580 (24 hours, 7 days a week).
Email: If you cannot access the support portal, you can email the Deem Support Team.
Email: travelcustomersuccess@deem.com.
Enter "URGENT" in the subject line.
The following types of issues are non-urgent and can also be entered via the the Deem Support Portal:
Request for future enhancement.
Issues or concerns with Deem mobile and/or desktop.
Enable or disable services.
Assistance with JavaScripting.
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If the reservation is active, the product process ID is not shown in the URL; it is visible only between selecting View Details and until the trip displays.
If the trip is canceled, the product process ID is part of the URL when the trip is displayed.
If you are unable to find the Product ID, you can open the ticket, simply provide as much detail as possible in your support case
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Take the following steps to open a support case on the portal.
Open the Deem Support Portal and log in with your Deem username and password.
In the Support Tracker, open a new case by clicking the Open Request button.
Under Customer Priority, select the most appropriate option:
Site down/cluster down: Select only if reporting an outage.
Is restricting the ability to complete a transaction: Select if you are reporting an issue or concern that is preventing purchases from completing.
Is having an adverse affect on single or multiple: Select when an issue involves one or more individuals.
Not reporting an issue, asking for general assistance: Select if you are requesting JavaScript assistance, enabling a service, or have general question/concerns.
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Select the Case Reason that best describes the issue.
Select device from Platform list (check all that may apply).
Select your product type from the Product Type dropdown.
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For Subject Line provide a brief description of the issue. If the site is down or the issue is urgent, start the subject line with the word Urgent.
For Description provide as much information as possible about the issue as possible and any steps already attempted to remedy.
For Steps to Reproduce provide detailed steps that reproduce reported error.
If you would like to add attachments or supporting documents to the case, select Add FilesAttachments.
Click the Save Submit button when complete. The portal provides a confirmation page with the ticket number for your case.
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You will receive an email anytime you open, update, or close a case with Deem Support.
Support Case Template
If you need to email Deem support instead of using the support portal, or to When opening a case ensure you’re providing all relevant information in the support portal description, copy and complete the following template. See Support Terms above for assistance finding the company details below.
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