Cancel a Service Request
Find and Verify Customers/Contracts/Coverage
There is a separate article for finding and verifying customers and contracts: Finding and Verifying Customers/Contracts/Coverage.
Cancel the Service Request in Zoho Desk
- Find and click the correct case for the service request to be cancelled. This opens the Case window.
- Click Expand Menu (
) > Service Request to display the Service Request tab.
- Verify you have the correct service request, ensure you're looking at the proper item(s) to be serviced.
- Click Cancel Service Job at the bottom of the page.
- Choose a Cancel Reason and click Confirm Cancel.
- Click OK on the Information pop-up to close it.
- Enter a private comment describing your interaction with the customer and the reason for the cancellation.
- Click Save All at the bottom of the screen to save the comment.
- Click the ServiceBench link in the Case Details pane to open the Search Service Orders and Jobs screen in ServiceBench.
You can view the payment status and last four digits of the card used to make the Service Call Fee payment from the Payments tab of the Service Request.
Close the Service Order in ServiceBench
- Click the Service Job ID in the Search Service Orders and Jobs screen to open the Service Job in the Edit/View Service Job screen.
- Click the Service Order ID hyperlink to open the Edit/View Service Order screen.
- Locate the Service Description field and add the reason for closing the order (Note: Add your note after any existing notes - do not overwrite existing notes).
- Click Close > OK to close the note, refresh the Edit/View Service Job screen, updates the Service Order Status to Closed, and displays a Record Updated Successfully message.
Log the Call in Zoho Desk
There is a separate article for associating and logging a call: Logging a Call in Zoho Desk.
Overview
Customers may call in to cancel a service request; you will have to close the order once the cancellation is completed. Closing an order can also occur prior to the job being created if the entitlement fails. If that occurs offer the customer a referral to a Service Provider. If the customer accepts the referral:
- Follow the Service Locator Search process to identify Service Providers for referral.
- Add notes in the Description field indicating the customer has agreed to the referral, the name(s) of the Service Provider(s) offered to them and that they will be responsible for any out of pocket repair or replacement costs incurred.
- Manually close the service order.
This process starts in Zoho Desk but you will need to verify the order status and add comments in ServiceBench before logging the call disposition in Zoho.
Helpful Links
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