Case Study: Okta reduces support escalation time and streamlines credential rotations with Zapier

Okta cuts support escalation time by 5–10 minutes per ticket with Zapier

Okta, a SaaS company with over 5,000 employees, faced a challenge where its SupportOps team's need for automations frequently outpaced available developer bandwidth. This reliance on engineering for in-house tools slowed down critical operations and created resource gaps. To address this, the company turned to the automation platform Zapier.

By implementing Zapier as its centralized automation solution, Okta empowered its SupportOps team to build and manage automations independently without heavy engineering support. Zapier's solution streamlined processes like credential rotations and support case escalations. The results included reducing a full-day security process to just two hours and automatically handling 13% of case escalations, saving 5-10 minutes per ticket and leading to a 75% reduction in time spent.

Okta