How Zapier eased the pressure on Okta's SupportOps team
""Zapier improves the quality of life for our teams. Zapier lets us spin up and test automations in hours, not full engineering sprints."
Korey Marciniak, Customer Support Strategy and OperationsScaling operations with automation
Challenge
Before implementing Zapier at scale, some teams relied on Zapier, and others used in-house tools or IT. SupportOps had to turn to developers, but their needs frequently outpaced developer bandwidth.
Solution
Okta consolidated its teams within Zapier to become its centralized, scalable, and flexible automation solution—one that the SupportOps team could own without relying heavily on engineering.
Results
By centralizing automation with Zapier, Okta’s support team has increased efficiency and reduced complexity—turning a quick fix for resource gaps into a core part of its support strategy.
Credential rotations in hours, not days
Challenge
Okta’s critical credential updates required multiple team members and a full day to complete, slowing down essential security operations and adding manual work.
Solution
Using Zapier, Okta streamlined its credential rotation process allowing the SupportOps team to manage updates independently while maintaining strict security standards.
Results
Okta reduced credential rotations from a full-day, multi-person process to just two hours, freeing the SupportOps team to focus on other initiatives.
Support escalations complete in seconds
Challenge
Okta’s customer support managers had to manually log into Salesforce and complete multiple steps to escalate cases, a time-consuming process that was prone to errors and slowed response times, adding stress during urgent customer requests.
Solution
A Zapier-powered Slack bot that automates case escalations by connecting directly to Salesforce, verifying case details, and handling the entire escalation process, all within Slack, where customer support managers already work.
Results
Okta’s SupportOps team now escalates cases in seconds, saving 5–10 minutes per ticket. This workflow now automatically handles 13% (and growing) of all escalations for Okta Workforce Identity.
"The most important thing to my team is that we can do a lot of advanced things with Zapier and it's very easy to accomplish. I can get someone who's only been here for a few weeks to set up an automation in Zapier, that's huge. I don't need a highly technical team—I just need the right tools."
Korey Marciniak, Customer Support Strategy and Operations
