# How Zapier uses Glean

**83%**: “Adoption to date has reached 83%”

As published on [glean.com](https://www.glean.com/resources/customer-stories/zapier). Captured by usedby on 2026-10-07.

- Company: [Zapier](https://www.usedby.ai/companies/zapier.md)
- Tool: [Glean](https://www.usedby.ai/tools/glean.md)
- Industry: [DevTools & Infrastructure](https://www.usedby.ai/companies/industry/devtools-infrastructure.md)
- Teams: Revenue Operations, IT, Go-to-Market, Customer Advocacy, Executives, Marketers, Product Managers

## What the story says

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.

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

- **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.”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 83% is printed word for word on the page, near the name of Zapier.
- Checked: the passage quoted above is copied word for word from the page, near the name of Zapier.
- Checked: Zapier uses Glean. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/zapier-glean · How we check: https://www.usedby.ai/methodology