Zapier−4 Mixed

Operator Insights

What are business and product leaders learning from rolling Zapier out across their teams?

3 accounts: 3 reported by others

Reported by others3

Marcus SaitoHead of IT and AI AutomationRemote
IT help desk. 1,800 employees. About 1,100 tickets a month.
Zapier blog (vendor case study), published Apr 25, 2025Read the case study (opens Zapier blog (vendor case study) in a new tab)
Observation
At Remote, a three-person IT team runs the company help desk on Zapier and lets automation close tickets.
Takeaway
Start with a high-volume internal queue and keep its ticket records in your own system. Once the Zap works, staff a team to handle other departments' requests.
What happened
Remote reports that 27.5% of IT tickets close automatically and that IT saves 616 hours a month. Employees submit requests through Slack, email, or a chatbot. A Zap looks up the requester in Okta. ChatGPT sets priority and category before the ticket goes to Notion and Zapier Tables. Zapier Agents drafts a fix from past tickets in Tables. IT staff claim tickets with a Slack emoji. As other departments requested automations, Marcus created an IT Integrations Engineer role and an automation team. About 150 employees use Zapier.
- Vendor case study
- Metrics published by Zapier
- Head of IT quoted
Deployment details
IT help desk. 1,800 employees. About 1,100 tickets a month.
- Vendor case study
- Metrics published by Zapier
- Head of IT quoted
Team
Remote IT, three people
Workload
IT help desk tickets for the whole company
Product version
Zaps, Zapier Tables, Zapier Agents, ChatGPT, Okta, Notion, Slack
Measurement
27.5% of tickets closed automatically; 616 hours a month saved in IT; 11 million tasks in a year

OktaMar 7, 2025Zapier blog (vendor case study)Okta's SupportOps team moved scattered Zapier accounts into one Ops-owned Enterprise account.
Korey MarciniakSenior Manager, Customer Support Strategy and OperationsOkta
Customer support operations. Four teams on separate Zapier accounts. Zapier Enterprise.
Zapier blog (vendor case study), published Mar 7, 2025Read the case study (opens Zapier blog (vendor case study) in a new tab)
Observation
Okta's SupportOps team moved scattered Zapier accounts into one Ops-owned Enterprise account.
Takeaway
Before automation spreads, put every team on one account that operations owns. Schedule credential reviews for the service accounts your Zaps use.
What happened
Okta's SupportOps put four teams and several individuals on one Enterprise account after separate accounts left teams without a shared process. Support requests had waited for developer sprints. Credential rotation now takes Korey two hours across all accounts, down from a full day for several people. A Slack bot checks Salesforce instances and escalates cases under Okta's rules. The bot saves up to 10 minutes per escalation and handles 13% of Okta Workforce Identity escalations.
Vendor case study
Metrics published by Zapier
Support operations lead quoted
Deployment details
Customer support operations. Four teams on separate Zapier accounts. Zapier Enterprise.
Vendor case study
Metrics published by Zapier
Support operations lead quoted
Team
Okta Customer Support Strategy and Operations
Workload
Case escalations, targeted Slack alerts, and credential rotations
Product version
Zapier Enterprise with Salesforce and Slack
Plan
Enterprise
Measurement
Credential rotation from a day to two hours; up to 10 minutes saved per escalation; 13% of escalations through the bot
HealthieNov 25, 2025Zapier blog (vendor case study)At Healthie, RevOps gave each of about 20 reps two Zapier Agents for call coaching and summaries.
James KaseAssociate Director of RevOpsHealthie
Sales and Customer Success. About 20 reps and CSMs. Zapier Agents.
Zapier blog (vendor case study), published Nov 25, 2025Read the case study (opens Zapier blog (vendor case study) in a new tab)
Observation
At Healthie, RevOps gave each of about 20 reps two Zapier Agents for call coaching and summaries.
Takeaway
Give each Zapier agent one repeated job and have a person read the output. Train builders in each team before adoption spreads beyond RevOps.
What happened
Healthie estimates that Zapier Agents saves each rep 2 to 3 hours a week, over 60 hours across the team. Each rep and CSM has a coaching agent and a summary agent. The agents read Zoom recordings and write summaries and scores to Salesforce. They post feedback in Slack and draft follow-up emails. Another agent checks Salesforce, HubSpot, Vitally, and Help Scout each Monday for churn and expansion signals. James is working with team leads to train an AI lead in each team, with shared agents, team folders, and approval workflows to keep the work structured.
Vendor case study
Estimated time savings published by Zapier
RevOps lead quoted
Deployment details
Sales and Customer Success. About 20 reps and CSMs. Zapier Agents.
Vendor case study
Estimated time savings published by Zapier
RevOps lead quoted
Team
Healthie Sales and Customer Success, led by RevOps
Workload
Call coaching, call summaries, weekly churn signals, QBR feedback digests
Product version
Zapier Agents with Zoom, Salesforce, Slack, HubSpot, Vitally, Help Scout
Measurement
Estimated 2 to 3 hours per rep per week, over 60 hours a week across the team

Reported by others3

At Remote, a three-person IT team runs the company help desk on Zapier and lets automation close tickets.

Okta's SupportOps team moved scattered Zapier accounts into one Ops-owned Enterprise account.

At Healthie, RevOps gave each of about 20 reps two Zapier Agents for call coaching and summaries.