Use Case

Otis for support teams

Extract ticket fields from customer emails and draft consistent replies across your team. Works with any email provider. No plugins, no integrations needed.

The problem

Support teams handle dozens or hundreds of emails daily. Many are variations of the same issues: password resets, billing questions, feature requests. Each one needs to be read, categorised, and replied to with the right tone and information.

Most AI email tools only work with Gmail or Outlook, and require browser extensions or full inbox connections. If your team uses a shared mailbox, a different provider, or has IT restrictions on third-party integrations, those tools are not an option.

How Otis helps

Otis works by email forwarding, not inbox integration. Your team forwards specific emails to Otis when they need help. There is no automatic reading, no account connection, and no ongoing access.

Step 1
Forward a customer email
A team member forwards a support email to extract@otis.email to pull out structured data, or draft@otis.email to get a reply draft.
Step 2
Otis processes the email
For extractions, Otis identifies the customer name, issue category, urgency, account details, and any other fields you have configured. For drafts, Otis generates a reply using your team's tone and policies.
Step 3
Get results back via email or webhook
Otis replies with the extraction or draft. If you have webhooks configured, the data is also sent to your ticketing system, Slack, or CRM automatically.

Example workflows

  • Email to Jira ticket: Forward to extract@otis.email. Otis extracts customer name, issue type, and priority. Webhook sends the data to Jira via Zapier, creating a pre-filled ticket.
  • Consistent replies: Forward to draft@otis.email. Otis drafts a reply following your team's tone guide and knowledge base. The agent reviews, edits if needed, and sends.
  • Thread summary for escalation: Forward a long back-and-forth to summarise@otis.email. Otis produces a concise summary with key points and action items, which you can paste into your escalation notes.

Why email forwarding instead of inbox integration?

Inbox-connected tools only work with specific providers and require IT approval to install. Email forwarding works with any provider, any shared mailbox, and any device. Your team can start using Otis today without waiting for IT to approve a new integration. And because Otis only sees emails your team explicitly forwards, there is no ongoing access to manage.

What Otis does not do

Otis does not replace your ticketing system, send emails on behalf of your agents, or auto-reply to customers. It is a drafting and extraction tool. Your team always reviews and sends the final message.

Related

Try Otis with your support team. 10 free emails, no credit card. Works with any inbox.

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