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OTISA FollowUp

Schedule automatic follow-ups and create context-aware AI drafts.

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Support

Développeur

OTISA

About this app

OTISA builds simple tools that remove repetitive work from customer support.

OTISA FollowUp helps support teams stay on top of conversations without relying on manual reminders. Agents can schedule automatic follow-ups directly from a Zendesk ticket and optionally use AI to create a natural, context-aware draft before scheduling.

Never forget a follow-up

Schedule up to three future follow-ups for a ticket. OTISA stores the exact message approved by the agent and sends it automatically at the scheduled time through Zendesk.

If the customer replies before the next follow-up is due, OTISA automatically cancels the remaining unsent follow-ups.

AI-assisted drafts

Click Generate with AI to create a follow-up based on the public ticket conversation.

OTISA considers the conversation context, the customer's language, and the agent's writing style to produce a concise draft that feels like a natural continuation of the conversation.

AI never sends messages automatically. Every draft remains editable and must be explicitly scheduled by the agent.

Follow-up overview

See what is happening across your support queue:

  • Scheduled follow-ups

  • Automatically sent follow-ups

  • Customers who replied after a follow-up

  • Follow-ups still waiting for a reply

  • Failed follow-ups

Open any ticket directly from the OTISA overview.

Data usage and privacy

OTISA accesses Zendesk ticket information required to provide the service, including ticket IDs, ticket status, public ticket comments, relevant user/requester information, and agent identifiers.

OTISA stores the information required to manage scheduled follow-ups, including the ticket identifier, scheduled message, scheduled time, agent identifier, and follow-up status. Zendesk OAuth credentials are stored securely for authenticated server-side access.

When an agent explicitly uses Generate with AI, selected public ticket conversation content is sent to OpenAI to generate the requested draft. Private/internal Zendesk notes are excluded from AI processing.

AI generation is optional. Generated drafts are not automatically sent and are not separately persisted by OTISA before the agent schedules a follow-up.

OTISA uses Zendesk data only to provide and operate the FollowUp service.

Détails de l’application

Comment l’installer

  1. Install OTISA FollowUp in your Zendesk account.

  2. Complete the OTISA connection flow when prompted.

  3. Open any Zendesk Support ticket and locate OTISA FollowUp in the ticket sidebar.

  4. Choose when you want to follow up, write your own message or use Generate with AI to create an editable draft, then click Schedule follow-up.

  5. OTISA will automatically send the approved follow-up through Zendesk if the customer has not replied before the scheduled time.

  6. If the customer replies first, remaining scheduled follow-ups are automatically cancelled.

No OpenAI account or API key is required from the Zendesk customer.

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