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How Zapier uses Glean

83%

“Adoption to date has reached 83%”

As published on glean.com. Captured by usedby on Oct 7, 2026.

What happened

Zapier uses Glean to unify knowledge spread across many internal tools, powering AI ticket deflection in its Slack-based IT helpdesk, ZapIT. Glean context is also pulled into agent tools via MCP and used by agents that generate customer briefs and find customer proof assets.

Summary written by usedby from the source page, in English. The figures are those of Glean and Zapier, not ours.

  • 98%“98% of tickets opened at Zapier are now answered with Glean, with a 99% relevance rating.”
  • 30 minutes“This more than doubled successful ticket deflections, taking an average of 30 minutes to close.”
  • 700“Zapier’s Customer Advocacy team maintains a structured library of more than 700 customer stories, quotes, metrics, and reference assets, enriched with metadata such as industry, use case, persona, product, freshness, and usage restrictions.”

Zapier launched ZapIT, a Slack-native helpdesk built on Zapier’s own platform, with Glean powering AI ticket deflection and knowledge search.

From the page. glean.com, captured Oct 7, 2026

Before Glean, creating a customer brief meant manually pulling together context from multiple sources. Now, briefs are generated in seconds, giving our teams the information they need to work more effectively.

Lindsay Rothlisberger, Director of GTM Innovation, Zapier. Source, captured Oct 7, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 7, 2026.

  • The figure: 83%CheckedPrinted word for word on the page, near the name of Zapier.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Zapier.
  • Zapier uses GleanCheckedConfirmed line. Latest check across sources: Oct 7, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

85%“85% faster investigations, with alert triage time reduced from 10-15 minutes to under 2 minutes”Zapier uses Dropzone AI. Another tool at Zapier50%of production time savedMiro uses Runway. Same industry: DevTools & Infrastructure$7.23M“Those 124 meetings have generated $7.23M in pipeline”Stream uses Amplemarket. Same industry: DevTools & Infrastructure