What IT workflows have you automated using Zapier?

The ticket triage process has saved us a ton of time—when a new Jira or Zendesk ticket comes in, Zapier reads the keywords and assigns it to the right queue, notifies the appropriate person on Slack, and logs everything in a spreadsheet without any manual work. Once you figure out that process, you’ll spot automation chances everywhere!

We have some cool automations like: 1) Sending Huntress escalations to a special Zapier mailbox that parses the client's name and looks up their ID in our RMM to automatically attach the escalation to a ticket. 2) Incoming texts to our main company line are posted to Google Chat, complete with a button to jump straight to the conversation. 3) We parse email MFA codes for shared accounts, posting them in a private chat for only privileged users to access. 4) For Axcient alerts, our system opens a ticket for the correct client and closes it automatically if a corresponding resolution alert appears.

We utilize Zapier to automatically create Jira tickets from Slack messages. This really helps our helpdesk team cut down on manual input, making things much smoother.

Zapier is great for straightforward tasks like triggering a ticket from a form submission or adding rows to Sheets from Slack messages. However, it doesn’t handle complex branching logic well and runs into issues with apps that lack APIs. For offboarding, those 30-40 apps without SCIM or Zapier integrations are tough to manage—you’ll have to check them manually if nothing gets logged. If you're looking for a simpler platform, I also use make.com, which is really effective!

I initially used Zapier for sending various notifications (new tickets, escalations, replies) to different Slack channels for our helpdesk, but I found I could streamline it using a Slack workflow instead, which cut out the middleman. Now we connect directly with the Ticket system's API for other automations.