Productivity
Zapier Glean-powered context agents
Zapier uses Glean to power Slack helpdesk deflection, customer brief agents, proof sourcing, and MCP context for coding agents.
Author: Glean
What was done
Zapier uses Glean to unify knowledge scattered across internal tools and make that context available inside employee workflows. ZapIT, a Slack-native helpdesk built on Zapier, uses Glean for AI ticket deflection and knowledge search directly in Slack threads. Zapier also connects Glean through MCP servers so employees using Cursor, Claude Code, ChatGPT, and Codex can pull unified company context into their agent harnesses. Glean reports a 2.4x improvement in IT ticket deflection, 98% of IT tickets receiving Glean-provided answers, and an 89% reduction in time spent creating customer briefs.
Stack
Glean
Glean MCP
Slack
Cursor
Claude Code