Descalate

AI sidekick for support agents. Reads customer sentiment, flags escalation signals, and guides culturally-aware replies.

Descalate is a Chrome extension for customer support agents. It opens next to your Zendesk queue and reads the ticket on your screen as you work, so you catch the escalation signals you'd miss on a busy day — before you hit send. 👋 Who this is for Descalate is a personal tool for individual support agents, like Grammarly or Otter. You install it yourself. You pay for it yourself. Your employer never sees your usage. We think agents who read tone well get promoted; Descalate is built to make that you. 🎯 What it does • Picks up the signals. Descalate finds the specific phrases that predict chargebacks, cancellations, review threats, legal escalations, and more — with the exact words that triggered each one, so you see why it flagged what it did. • Tells you what they actually want. Behind every "this is ridiculous" is a thing the customer wants fixed, and it's often not what their first sentence said. Descalate reads the whole thread and surfaces the real request. • Coaches a reply that lands. Three to six sentences, matched to the customer's formality, culturally appropriate for their register — a Japanese customer in polite restraint needs real acknowledgment, a direct German customer wants a straight answer. Descalate drafts for the register, not against it. • Teaches you to spot it yourself (Pro). Every analysis comes with a "why we read it this way" breakdown: the specific words, the stack, the cultural cue. Rules of thumb you carry forward, until you're the agent who doesn't need Descalate. 🔒 Privacy, every ticket Customer PII — names, emails, phone numbers, card digits, customer IDs, addresses, dates of birth, CJK names, labeled fields like "DOB — X" — is redacted in your browser BEFORE anything is sent for analysis. The redacted text goes over HTTPS to our backend, then to Fireworks AI (US-based, does not train on API inputs or outputs). The analysis comes back. Ticket text lives in memory for one API call, then is discarded. We never store ticket text in our database. We store only the signals we extracted: sentiment class, escalation signal IDs, risk level, response-time band, inferred cultural region, timing. Never ticket text. Never anything about the customer. Full data flow, PII categories we redact, sub-processor list, and retention windows are published at https://descalate.app/transparency — kept current and bug-reported if it ever drifts from what the extension actually does. 📦 Plans • Free forever — 200 analyses per month, every signal, every feature, PII redaction, cultural guidance, teaser of the teaching module. • Pro — $4.99 per month (coming soon, waitlist open at descalate.app/pricing), 2,000 analyses per month, full teaching module, cultural deep-dives. Same engine, same model, same privacy promise. Pro buys you capacity and the coaching layer, not better protection. Free is not a trial. It stays free. 🧭 Supported platforms Zendesk (agent workspace, ticket detail view). Freshdesk, Intercom and HubSpot Service Hub are on the roadmap. 📬 Support and feedback support@descalate.app for help. privacy@descalate.app for data requests. We're small and we read every email. This extension is independent of Zendesk Inc. and not affiliated with or endorsed by Zendesk.