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EscalationAI
AI escalation risk scoring for Zendesk tickets. Catch churn before it happens.
Fonctionne avec
Support
Développeur
Vijit Labs
About this app
About Vijit Labs
Vijit Labs builds AI-powered tools for customer support and sales teams. Our products are designed to reduce manual work, improve response quality, and surface actionable insights directly inside the tools your team already uses. EscalationAI is built and maintained by Vijit Labs, founded by a service delivery professional with 22 years of experience managing enterprise support operations.
What EscalationAI Does
EscalationAI analyses every Zendesk ticket in real time using 25+ escalation signals and displays a risk score directly in the ticket sidebar. Agents see the risk score, the specific signals that triggered it, and a recommended action the moment they open a ticket.
High-risk tickets are automatically tagged in Zendesk (escalation-risk-red, escalation-risk-orange) so supervisors can monitor them in a dedicated queue. Optional Slack alerts notify your team instantly when a RED risk ticket is detected.
What EscalationAI Detects
EscalationAI scores tickets across four severity levels:
Critical signals: Manager or CEO escalation requests, legal language (lawsuit, attorney, contract breach)
High signals: Competitor mentions, repeated unresolved issues, SLA references
Medium signals: Social media threats, paying customer references, sentiment deterioration
Watch signals: Unusual response patterns, ALL CAPS subject lines, repeated contact
ISO/IEC 42001:2023 Aligned
Full audit trail of every AI decision, retained for 90 days
Explainable AI: every score shows exactly which signals triggered it
Human override logging for ISO 42001 compliance
Bias monitoring built in
Privacy and Data Handling
EscalationAI sends only the minimum data required to perform risk scoring: ticket ID, subject, description, priority, tags, status, and comment count. Full ticket text is not stored. Audit records are automatically deleted after 90 days. The Anthropic Claude API used for scoring does not train on your ticket data.
For full details, see our privacy policy at https://escalationai.vijit.in/privacy
Pricing
Activate your free 7-day trial at escalationai.vijit.in — no credit card required. Monthly ($49/month) and Annual ($390/year) plans available. Pricing details at https://escalationai.vijit.in/pricing
Détails de l’application
Comment l’installer
Step 1: Get your API key
Visit https://escalationai.vijit.in and click Start Free 7-Day Trial. Enter your work email address. Your API key will be sent to you immediately — no credit card required.
Step 2: Install EscalationAI from the Zendesk Marketplace
Search for EscalationAI in the Zendesk Marketplace and click Install. You will be prompted to enter your settings.
Step 3: Enter your API Key
Paste the API key you received by email into the API Key field.
Step 4: Configure optional settings
RED Risk Threshold: Default is 56. Tickets scoring above this are tagged escalation-risk-red.
ORANGE Risk Threshold: Default is 36. Tickets scoring above this are tagged escalation-risk-orange.
YELLOW Risk Threshold: Default is 16. Tickets scoring above this are flagged for attention.
Slack Webhook Link: Optional. Enter your Slack incoming webhook URL to receive instant alerts when RED risk tickets are detected.
Auto-tag Tickets: Default is yes. Set to no to disable automatic Zendesk tagging.
Step 5: Click Install
Once all required fields are filled in, click Install. EscalationAI will begin scoring tickets immediately.
Step 6: Set up your High Risk Queue (recommended)
Go to Views in Zendesk Admin. Create a new View. Set the condition: Tags contains escalation-risk-red OR escalation-risk-orange. Name it EscalationAI High Risk Queue.
Need help?
Email support@vijit.in or visit https://escalationai.vijit.in/setup
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