Service Job Escalations

Service Job Escalations

Service Job Escalations are communications between Cinch and the Service Professional within ServiceBench. They can be initiated by both Cinch and the Service Professional.

Service Job Escalations are created when Cinch has attempted to contact a Service Professional for any reason and the Service Professional has not responded. Example situations include obtaining a diagnosis and/or part pricing, confirming scheduled appointments with the customer, confirming parts, etc. Review the Escalations Matrix for  more information.
  1. A completed Service Job Escalation contains a request from the initiating party and an answer from the responding party.
  2. A new Service Job Escalation cannot be initiated until an existing Service Job Escalation has been completed (must contain an escalation comment and response in order to be completed).
  3. If a Service Job Escalation exists, there will be an asterisk (*) on the Escalations tab on the View/Edit Service Job screen.
It is expected that Cinch and the Service Professional will respond to escalations within 24 hours. If the issue requires immediate attention, both parties are expected to reach out by phone instead of initiating an escalation.

Creating a Service Job Escalation

  1. Open the Service Job.
  2. Click the Escalations tab.
  3. Enter the appropriate Escalation Comment from the Escalations Matrix.
  4. Click Save.
  5. The Escalation Status will stay in Review until a response is received.

Viewing Service Job Escalations

From the View/Edit Service Job screen

  1. Open the Service Job.
  2. Click the Escalations Tab.
  3. View the Escalation Comment or Response Comment.

From the Service Job Mini Dashboard

  1. Log into ServiceBench and hover over Jobs at the top of the page.
  2. Select Escalated Jobs.
  3. A list of all escalated jobs will display.
  4. Click the plus sign next to the Service Job to display information on that job.
  5. Click the View button to open the Service Job.
  6. Click the Escalations Tab.
  7. View the Escalation Comment or Response Comment.

From the Service Administrator Service Job Inbox

  1. Log into ServiceBench and hover over Jobs at the top of the page.
  2. Select Service Administrator Service Job Inbox.
  3. Under Escalation Statuses, the escalations will be separated by aging days and status. Below are the different statuses:
    1. Escalated by Service Administrator (Cinch)
    2. Escalated by Service Provider
    3. Escalated by Third Party (Not Used)
    4. Escalation Responded to by Service Administrator (Cinch)
    5. Escalation Responded to by Service Provider
    6. Escalation Responded to by Third Party (Not Used)
  4. Click on the on the number in the status and under the aging days you need.
  5. A list of escalated jobs will display.
  6. Use one of the Search Criteria to locate the specific job.
  7. Click the Service Job hyperlink to open the job.
  8. Click the Escalations Tab.
  9. View the Escalation Comment or Response Comment.


    • Related Articles

    • Claim Escalations

      On occasion, ServiceBench may not approve an amount requested by a Service Professional. This may require an Authorizer to update specific information to have the claim approved with correct amounts. The Claim Escalations functionality allows Cinch ...

    • Service Job & Claim Escalations Matrix

      Below are the actions to be taken when escalations are created by Cinch or the Service Professional related to various Service Job and Claim situations. Service Job Escalations from the Service Professional to Cinch Situation Action Customer refuses ...