--- title: "Manage appointments" slug: "manage-appointments-1" tags: ["Area - Jobs, Appts, Projects", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Role - CSR Dispatch"] updated: 2026-11-04T18:45:15Z published: 2026-11-04T18:45:15Z canonical: "help.servicetitan.com/manage-appointments-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage appointments ## Overview Appointments are the scheduled visits technicians make to a work order. When creating a work order, an appointment is automatically created. After creating a work order, you can add additional appointments if needed. If you're a Construction business, managing appointments enhances pre-project efficiency. > [!TIP] > **Tip:** To help with appointment management for your projects, assign a work order type to each phase of your project and for each work order add the appointments needed to complete the phase. --- ### #### Who uses this feature - Office employees - Applies to all business types - Applies to all trades #### Feature configuration - The *Add appointments* permission is required to add additional appointments to a work order. Please contact the account administrator on your team. ## Things to know - A single appointment is automatically created when you create a new work order. - After a work order's invoice is posted or exported you can't add additional appointments to the work order. - You can't add appointments to a work order in a closed accounting period. For more, see [Use Accounting Periods](/commercial/docs/use-accounting-periods). - A work order can't have more than 365 appointments. If you have a work order that lasts longer than a year, create a new work order and add it to a project along with the work order that has maxed out its appointments. - When you create additional appointments for a work order, information from the previous appointment is copied, with the next available work day pre-selected in the *Date* field. > [!TIP] > **Tip:** If your work order or construction project requires multiple visits, consider adding multiple appointments at a time to promote efficiency in your workflow. - Your next work appointment is based on how you [set up your business hours](/commercial/docs/set-up-business-hours). ## Add permissions to allow employees to create appointments Employees need the *Add appointments* permission before they can add appointments to a work order. By default this permission is off. 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D). 2. In the side panel, click **People** > **Employees**. 3. Find the employee you want to change permissions for and click **Edit**. 4. Click **Permissions**. 5. Select **Add appointments**. 6. When you're finished, click **Save**. ## Add appointments 1. [Search](/commercial/docs/use-search-in-servicetitan) for the work order. 2. Scroll down to *Scheduled Appointments*. 3. Click **Add Appointment** or use the dropdown to add multiple appointments. ![Scheduled appointments for November 3, 2020, with options to add more appointments.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-7x28g3s3.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) 4. Fill out the appointment details: 1. Click the **Calendar** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-calendar-month.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) to set *Start Date*. 2. Click the **Clock** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-access-time.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) to set *Start Time*. > [!NOTE] > **Note:** After you set the scheduled start and end times, the system updates them to reflect the work order's real-time arrival and completion. 3. Select **Edit Appointment End Time** to set the duration. 4. Use the **Technicians** dropdown to assign or unassign technicians. 5. Enter or edit any **Special Instructions** for the appointment or click **Clear Instructions** to remove existing instructions. 6. Select **Send inbound work order confirmation** if you want to send a confirmation notification to the customer. Separate emails will be sent for each confirmation. > [!NOTE] > **Note:** Work order confirmations must be enabled in **Settings** > **Customer Notifications**. 5. Click **Schedule Appointment**. ## Edit appointments If you need to reschedule an appointment or assign, unassign or reassign a technician you can do it by editing the appointment. 1. [Search](/commercial/docs/use-search-in-servicetitan) for the work order. 2. Scroll down to *Scheduled Appointments*. 3. Click **Edit** to perform a bulk edit or click the **Pencil** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) to edit a single appointment. 4. Edit the appointment: 1. Click the **Calendar** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-calendar-month.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) to edit Start Date. 2. Click the **Clock** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-access-time.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) to edit Start Time. 3. Select **Edit Appointment End Time** to edit duration. 4. Use the **Technicians** dropdown to assign or unassign technicians. 5. Enter or edit any **Special Instructions** for the appointment or click **Clear Instructions** to remove existing instructions. 6. Select **Send inbound work order confirmation** if you want to send a confirmation notification to the customer. Separate emails will be sent for each confirmation. > [!NOTE] > **Note:** Work order confirmations must be enabled in *Settings* > *Customer Notifications*. 5. Click **Save Changes**. ![Editing appointment details including date, time, and technician information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-zua1pah9.jpg?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) > [!TIP] > **Tip:** On the Dispatch Board, you can reschedule appointments or reassign them to a different technician by dragging the appointment to a new spot. ![List of employees with Jack Turner highlighted and his address displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-tin3qsgs.jpg?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) ## Remove appointments If there is only one appointment on a work order or there are timesheets associated with the appointment, you are not able to remove the appointment. 1. [Search](/commercial/docs/use-search-in-servicetitan) for the work order. 2. Scroll down to *Scheduled Appointments*. 3. Click **Edit** to remove multiple appointments or click the **Pencil** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) to remove a single appointment. 4. Click the **Trash**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-delete.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D)in the upper right corner. The appointment card turns grey. 5. Click **Save Changes**. > [!TIP] > **Tip:** To undo this action, click **Restore Appointment**. ![Editing an appointment with options to restore and modify date and time settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-sr3na4g8.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) ## Confirm appointments Once the appointment has been confirmed by the customer, you can mark the appointment as confirmed. If you have automated confirmations configured, and the customer replies to your notification the appropriate appointment will be marked as confirmed. 1. [Search](/commercial/docs/use-search-in-servicetitan) for the work order. 2. Scroll down to *Scheduled Appointments*. 3. Click **More**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D)on the appointment you want to confirm. 4. Select **Confirm appointment**. > [!TIP] > **Tip:** To undo this action click **Remove confirmation**. ![Appointment details for Frankie, including date, time, and confirmation status.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-ryym3ymc.jpg?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) ## Confirm appointments from the Dispatch Board To confirm a work order Appointment on the Dispatch Board: 1. Go to the navigation bar and click **Dispatch**. 2. On the Dispatch Board that opens, click the **date** in the top and select the date of the appointment you want to confirm. ![Calendar interface showing May 1, 2025, with a highlighted date selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-1e54ydfd.jpg?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) 3. Right-click the appointment and then select **Confirm**. ![User interface showing actions for confirming and managing tasks for Brian Tran.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-k3kujv3g.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) > [!NOTE] > **Note:** When an appointment is confirmed it turns a darker shade of blue. ![Dispatch board showing employees' clock-in status for February 18, 2021.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-9dmmdbgk.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) ## Put an appointment on hold You can't put a dispatched, working, canceled or done appointments on hold. If you need to hold an entire work order, do it from *Work Order* *Actions*. 1. [Search](/commercial/docs/use-search-in-servicetitan) for the work order. 2. Scroll down to *Scheduled Appointments*. 3. Click **More**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) on the appointment you want. 4. Select **Hold/Remove Hold**. ## Mark appointment as done When you mark an appointment as *Done*, all technicians assigned to the appointment with a status of *Working* change to *Done*. Technicians who are in *Dispatched* status will change to *Scheduled*. All other technicians assigned to the appointment stay as *Scheduled*. If the work order has a single appointment or it is the last appointment on a work order, you cannot change the status to *Done*. You will either have to complete the work order or schedule another appointment. **Mark an appointment as *Done*** 1. [Search](/commercial/docs/use-search-in-servicetitan) for the work order. 2. Scroll down to *Scheduled Appointments*. 3. Click **More**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D)on the appointment you want. 4. Select **Mark Appointment as Done**. ![Task management interface showing appointments with options to mark as done.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-81rppu8r.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) ## Reopen an appointment If an appointment is marked as Done in error you can reopen it so that work can be resumed. Any technicians who are in Done status after the appointment is reopened should be dispatched. 1. [Search](/commercial/docs/use-search-in-servicetitan) for the work order. 2. Scroll down to *Scheduled Appointments*. 3. Click **More**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D). 4. Click **Reopen Appointment**. If the work order is complete, a warning tells you that you are about to un-complete the work order. ![Appointment details showing dates, times, and options to reopen or confirm appointments.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-appointments-image-u0f1u2px.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A08%3A39Z&se=2026-11-09T12%3A08%3A39Z&sr=c&sp=r&sig=AXbOdzohgUbkxqCFNWGnogvNCQHiX7mjBJeNPybBgc0%3D) ## Complete a work order When you complete a work order with open appointments remaining on it - *Scheduled* and *Dispatched* appointments will change to *Unused* status. - Appointments with technicians working or paused will change to *Done*. - Appointments on *Hold* will remain on *Hold*. **Complete a** **work order** 1. [Search](/commercial/docs/use-search-in-servicetitan) for the work order. 2. Click **Work Order** **Actions** in the top right corner of the Work Order Record. 3. Click **Complete** **Work Order**. You cannot unassign technicians from completed work orders. If the work order's invoice has not been posted or exported, you can add more appointments to the work order, or reschedule existing appointments. These actions will put the work order back into *In Progress* status. > [!NOTE] > **Note:** Completing a work order populates the Completed On date on invoices. ## FAQ --- ### #### What is an appointment? Appointments are scheduled visits for a work order. When you create a work order, one appointment is automatically created. If you need a technician to go out to a work order on more than one occasion, you can schedule additional appointments on the same work order. #### What are the benefits of appointments? Appointments let you manage multi-day work orders on a single work order record without having to create new work orders or reschedule a work order every day. All appointments on a work order share one invoice, one set of work order notes, one estimate, and one work order history. This means less duplicate data entry and a cleaner workflow. #### Do I have to use appointments? No, you don't have to use appointments if you don't want to. You can continue with your current multi-day work order workflow. All work orders will have at least one appointment by default, but if you don't need multiple appointments, you don't have to add any. #### Do appointments have their own work order number? Appointments use the parent work order number with a suffix. For example, if the work order number is 555, the first appointment is 555-1, the second is 555-2, and so on. #### Do appointments generate their own invoices? No. All appointments on a work order share a single invoice. If you need separate invoices for different phases of work, create separate work orders instead. #### How can I prepare for this release and train my staff for the coming changes? We recommend you reference the Appointments Release Change Management Checklist, which is available from ServiceTitan. This checklist helps you prepare your office and field teams for the transition. #### When should we transition to using appointments for multi-day work orders? You choose when to transition. Your current multi-day work order workflows remain available, so you can start using appointments at whatever pace works best for your team. #### How do I create an appointment? The first appointment is automatically created when you create a work order. To add more appointments, go to the work order record and click **Add Appointment**. You need the *Add appointments* permission enabled to add additional appointments. #### Can you schedule appointments that overlap? Yes. You can schedule overlapping appointments on the same work order. Overlapping appointments are dispatched, arrived, and completed independently. #### How far in advance should I schedule appointments on a work order? We recommend scheduling appointments ahead of time so that capacity planning is accurate and technicians see the correct closeout options. If a work order finishes earlier than expected, any extra appointments automatically become **Unused**. #### If a work order will require technicians to go out at different times, should I create my appointments all at once? We recommend scheduling the next appointments ahead of time. This way, when a technician finishes their work on an appointment, they can use **Only Mark Myself as Done** instead of completing the work order. This keeps the work order open for the next technician's visit. #### Can I remove an appointment from a work order? Yes. Click the trash icon on the **Edit Appointment** screen. Removed appointments are logged in the Audit Trail. You cannot delete the last remaining appointment on a work order. #### Why can't I delete an appointment from my work order? You cannot delete an appointment if: - It's the last appointment on the work order - It's on hold - It has a timesheet - The invoice has been posted or exported #### What if I have already batched, posted, and exported an invoice but need to create additional appointments? Once an invoice is posted, you can't add or edit appointments on that work order. If you need additional work at the same location, create a new work order. #### Why is an additional appointment automatically created on my work order? An additional appointment is automatically created when one of the following happens: - A technician puts the work order on hold and reschedules - A technician schedules an additional appointment from ServiceTitan Mobile - Timesheets already exist on the first appointment when a work order is rescheduled #### How will I know when a technician has requested an additional appointment? When a technician requests an additional appointment, you'll see the following indicators: - An alert in the Dispatch Board sidebar - The appointment bubble is outlined in red - An alert in the Alerts Tray #### What should I do when a technician requests an additional appointment? Go to the work order record and add the appointment. Then remove the alert from the Dispatch Board alerts tray. #### How are APIs impacted? Separate appointment API endpoints are planned for a future release. For current API impacts, see the [API release notes](https://developer.servicetitan.io/docs/release-notes). #### Are appointments factored into the Adjustable Capacity Planning (ACP) calculation? Yes. Each appointment's duration is deducted from capacity on the appropriate days and times. #### Are appointments factored into the Open Capacity calculation? Yes. Each appointment's duration is deducted from capacity separately on the appropriate days and times. #### Why is my multi-day appointment missing from the Dispatch Board? If an appointment is scheduled for more than 30 days, it won't appear consistently on the Dispatch Board. If you create a separate appointment for each day of the work order, the appointments will appear on the Dispatch Board as expected. #### What are ghost bubbles, and why do they appear? Ghost bubbles represent a technician who has paused an appointment. They indicate the original appointment the technician was working on before the pause. #### How can I hide ghost bubbles? To hide ghost bubbles, contact [Technical Support](http://go.servicetitan.com/ask) for details. This change requires an account configuration update. #### How do I assign technicians to the same work order at different times? Create multiple appointments within the work order, select the date and time, and assign the appropriate technician to each appointment. You can schedule multiple appointments on the same day at different times or on different days as needed. #### How do I adjust the length of time and days for multiple technicians on a work order? The solution to managing multiple technicians on multi-day work orders is the Appointments feature. A single appointment is created when a new work order is created. After the work order is created, you can create additional appointments if needed. For more, see [Manage appointments](/commercial/docs/manage-appointments-1). ## Want to learn more? - See [Manage technicians on appointments](/commercial/docs/manage-technicians-on-appointments) - See [Statuses and actions on work orders and appointments](/commercial/docs/statuses-and-actions-on-jobs-and-appointments) - See [Work order record overview](/commercial/docs/job-record-overview-2) The main scheduling and dispatching view in ServiceTitan showing all jobs, technicians, and appointment times in a grid or map layout. **What it does:** Gives dispatchers a real-time view of the day's work to manually assign, drag-and-drop, or adjust job assignments. **Also called:** Schedule board, Dispatch view **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A downloadable log of who changed what record and when. **What it does:** Provides change history for accountability, error investigation, and compliance across teams. **Also called:** Change history **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)