Enter the conversation's details
Account tier, customer tone, how many times they've already contacted you, issue type, and how long they've been waiting.
SUPPORT ESCALATION RISK
Escalation IQ
Enter the details of a support conversation to get a calculated escalation-risk score and know whether it needs to be routed up before it becomes a serious issue.
- Uses your inputs in a transparent calculation
- Instant result with practical next steps
- No signup required
Planning guidance only. Validate important decisions with customer evidence and your delivery team.
YOUR INPUTS
Build your result
Complete every field. The result updates only when you choose Calculate.
How it works
We calculate an escalation-risk score
Account value, sentiment, repeat contacts, issue severity, and response delay are weighted together into one 0-100 risk score.
Get a clear routing decision
The result tells you whether this needs a senior team member now, close monitoring, or the normal support queue.
Continue learning: Common MVP development mistakes · MVP infrastructure cost breakdown
Frequently asked questions
Why does account value affect the risk score?
The business cost of losing a high-value account to a mishandled support issue is much higher, so the same complaint carries more urgency from a top-tier customer.
Is this a replacement for a helpdesk's built-in escalation rules?
No. It's a fast, one-off check using details you already know from the conversation. A dedicated helpdesk tool can automate this scoring across every ticket in real time.
What if I don't know the exact response time?
Use your best estimate — even an approximate number of hours since your last reply is enough to reflect the urgency accurately.
Does a single contact always mean low risk?
Not necessarily. A single contact from an angry, high-value customer over a data-loss or billing issue can still score as high risk — repeat contacts amplify risk, they aren't the only driver.
How We Compare
| Feature | MVPHub | Zendesk | Intercom |
|---|---|---|---|
| Quick single-check escalation risk score | Included | Limited | Limited |
| No signup or integration required | Included | Not included | Not included |
| Automated ticket routing at scale | Not included | Included | Included |
| Full conversation history and SLA tracking | Not included | Included | Included |
Zendesk and Intercom automate escalation routing across your entire ticket volume once configured. MVPHub gives a fast, manual risk check for a single conversation using details you already know.
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