1. About OTISA FollowUp
OTISA FollowUp is a software service designed for Zendesk support teams.
The service currently provides functionality including:
- Scheduling customer follow-ups
- Automatically sending approved follow-up messages through Zendesk
- Cancelling remaining scheduled follow-ups when a customer replies
- Tracking follow-up activity
- Optional AI-assisted drafting of follow-up messages
OTISA FollowUp integrates with Zendesk and relies on third-party infrastructure to provide the service.
2. Eligibility and business use
OTISA FollowUp is intended for businesses and professional organizations using Zendesk.
The person installing or using OTISA FollowUp on behalf of an organization confirms that they are authorized to do so.
Users are responsible for maintaining appropriate access controls within their Zendesk account.
3. Your responsibility for messages
Agents remain responsible for the content of messages they schedule through OTISA FollowUp.
OTISA sends the exact follow-up message approved and scheduled by the agent.
Users should review:
- Message content
- Recipient and context
- Scheduling time
- Accuracy
- Tone
- Any statements or commitments made to customers
These details should be reviewed before scheduling a follow-up. OTISA is not responsible for incorrect or inappropriate content approved by the user.
4. AI-assisted drafts
OTISA FollowUp includes an optional AI drafting feature.
When an agent selects “Generate with AI”, OTISA may use relevant public Zendesk ticket conversation content to produce a suggested follow-up.
AI-generated drafts:
- Are suggestions only
- May contain errors or unsuitable wording
- Must be reviewed by the agent
- Remain editable
- Are never automatically scheduled merely because they were generated
The user is responsible for reviewing and approving any AI-generated content before scheduling it.
5. Automatic follow-ups
Once a follow-up is scheduled, OTISA may automatically send the approved message through Zendesk at the selected time.
OTISA attempts to prevent scheduled follow-ups from being sent when a relevant customer reply is detected before the scheduled send time.
However, users acknowledge that software systems, APIs, network delays, synchronization delays, or third-party services can occasionally cause delays or unexpected behavior.
Agents should use reasonable judgment when scheduling sensitive or time-critical communications.
6. Subscription and billing
OTISA FollowUp may be offered as a paid Zendesk Marketplace application.
For the current Marketplace plan:
- Pricing is based on the number of Zendesk agents
- The current intended price is USD $5 per agent per month
- Billing is handled through the Zendesk Marketplace and its payment provider
- A free trial may be offered where shown on the Marketplace listing
Current pricing, billing periods, trial availability, and applicable taxes are displayed in the Zendesk Marketplace at the time of purchase.
7. Cancellation
Customers may cancel their OTISA FollowUp subscription through the applicable Zendesk Marketplace or account billing controls.
Cancellation stops future subscription renewals subject to the billing rules displayed by Zendesk at the time of purchase.
Fees already charged are generally non-refundable except where required by law or where the applicable Marketplace billing terms state otherwise.
8. Fair use and service limits
OTISA may apply reasonable usage limits to protect the reliability, cost, security, and availability of the service.
This may include limits relating to:
- AI draft generation
- API requests
- Automated follow-ups
- Abusive or excessive usage
Any applicable usage limits will be communicated through the product, Marketplace listing, or plan information.
9. Acceptable use
Users must not use OTISA FollowUp to:
- Send unlawful, fraudulent, abusive, threatening, or deceptive communications
- Send spam or unsolicited bulk messages
- Violate another person’s rights
- Attempt to access another organization’s Zendesk data
- Interfere with or disrupt the service
- Reverse engineer or misuse the service except where applicable law expressly permits it
- Attempt to obtain credentials, secrets, or unauthorized system access
- Use the service in violation of applicable law or Zendesk’s terms
OTISA may suspend access where reasonably necessary to address abuse, security risk, fraud, or serious violations of these terms.
10. Third-party services
OTISA FollowUp depends on third-party services, including currently:
- Zendesk
- OpenAI
- Supabase
- Railway
- Stripe or Zendesk Marketplace payment infrastructure, where applicable
OTISA does not control the availability, terms, functionality, or performance of third-party services.
Changes or outages affecting these providers may affect OTISA FollowUp.
11. Data and privacy
Use of OTISA FollowUp is also governed by the OTISA FollowUp Privacy Policy.
12. Service availability and changes
OTISA aims to provide a reliable service but does not guarantee uninterrupted or error-free operation.
OTISA may:
- Maintain or update the service
- Modify features
- Introduce reasonable limits
- Fix bugs or security issues
- Discontinue functionality where necessary
Where practical, material changes affecting paid customers should be communicated appropriately.
13. Intellectual property
OTISA and its licensors retain ownership of OTISA FollowUp, including its software, design, branding, documentation, and related intellectual property.
Using the service does not transfer ownership of OTISA intellectual property to the customer.
Customers retain ownership of their own Zendesk data and content.
14. Feedback
If users provide suggestions, ideas, or feedback about OTISA FollowUp, OTISA may use that feedback to improve the service without an obligation to compensate the person providing it.
15. Disclaimer
OTISA FollowUp is provided on an “as available” basis. To the extent permitted by applicable law, OTISA disclaims warranties that are not expressly stated in these Terms, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
16. Limitation of liability
To the maximum extent permitted by applicable law, OTISA will not be liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, business, goodwill, or data arising from the use of OTISA FollowUp.
To the maximum extent permitted by applicable law, OTISA’s aggregate liability arising out of or relating to OTISA FollowUp will not exceed the amounts paid for the service during the twelve months immediately preceding the event giving rise to the claim.
Nothing in these Terms excludes or limits liability where doing so would be prohibited by applicable law.
17. Termination and suspension
Users may stop using OTISA FollowUp and cancel their subscription according to the applicable Marketplace billing process.
OTISA may suspend or terminate access where reasonably necessary because of:
- Serious violation of these Terms
- Unlawful use
- Fraud
- Security threats
- Non-payment
- Material abuse of the service
Where reasonable, OTISA should provide notice before termination.
18. Changes to these Terms
We may update these Terms from time to time. When material changes are made, we will update the date shown at the top of this page and, where appropriate, provide additional notice.
19. Governing law
These Terms are governed by the laws of the Netherlands, without regard to conflict-of-law principles, except where mandatory law requires otherwise.
20. Contact
Questions about these Terms can be sent to:
Website:
https://otisa.io