As the site administrator, you are your organization's contact point with Deem Support for requests and cases. You can use the Support Portal for the following:

Reporting an Urgent Issue

If you need to report an urgent issue, such as a site outage or an emergency involving a service failure that affects all users, and there is no workaround for the problem:

• Enter a support ticket with the priority set to P1 / "Site down/cluster down" via the support portal:  URL: https://deem.force.com/support/s/login

  • You can leave a message at 1-888-753-2580 (24 hours, 7 days a week); however, entering a ticket is the preferred method.  

  • If you cannot access the support portal, you can also email our support team: (travelcustomersuccess@deem.com). Please enter "URGENT" in the subject. 

Logging Into the Support Portal

Note: If your organization doesn't have Support Portal usernames and passwords, contact your Deem account representative.

Use the Support Portal to log a case (submit issues and requests). 

• Log into the Support Portal (https://deem.support.com) with your Support Portal username (first.last.deem).

• Click Forgot Password.

Once you login, you will land on the Portal’s homepage.

On the homepage, you can

1. Open a new case by clicking the Open Request button, OR

2. View your cases by clicking the View all button.

To log out of the Support Portal,

• Click the arrow next to your name on the top right corner.

• Select Logout from the dropdown.

Logging a Case

To enter issues or requests into the Support Portal, follow these steps (all fields are required except where noted as optional):

• Click the Open Request button.

• The Log a Case page appears.

• The Contact field is pre-populated with the information associated with your profile.

• Select the Priority of the Case you are creating.

a. Site down/Cluster down.

b. Is restricting the ability to complete at transaction.

c. Is having an adverse effect on single or multiple users, however is not preventing transactions from being completed.

d. Not reporting an issue, asking for general assistance (question, configuration, etc.).

• Enter your Internal Ticket number if you wish to track that in the Case.

• Select the Product.

• Select a reason from the Case Reason dropdown menu as follows:

  • If you selected Decommission, you will need to fill in the additional Decommission fields. 

    • Decommission Reason.

    • Decommission - Where did the customer move to.

• Select the Platform.

• Enter the Case Subject that provides a summary of what you are experiencing in the Subject field.

• Enter a description in the Case Description field, and include the following:

a. A more detailed description of the issue

b. site name

c. cluster

d. username

e. customer id

f. specific search info

g. error/issue

h. city pairs

i. dates & specific times used

j. class/fare type (air)

k. reference point used (hotel)

l. if this concerns a booked reservation, please also include the Deem Trip ID, process ID or date of travel.

• Enter the specific steps to reproduce the issue in the Steps to Reproduce Error field.

• Add attachments if needed.

• Click the Save button at the bottom to submit the case.

• A preview of the case that you created will be displayed. You can additional comments and Files at the bottom of the page.

Viewing Cases

To view cases

• On the homepage, under the Review your Cases, click the View all button

You can filter your cases under the My List section:

• You can also use the Search this list field to search for a keyword of your desired case.

• On the Case Form page:

• To add comments, start typing in the Update case here… field

• View Case details that you entered on the right

• Add Attachments on the lower right