--- title: "Manage removed customer reviews" slug: "manage-removed-customer-reviews" updated: 2026-10-15T00:57:14Z published: 2026-10-15T00:57:14Z canonical: "help.servicetitan.com/manage-removed-customer-reviews" --- > ## 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 removed customer reviews ## Overview Use the *Reviews* and *Review Generation* sections of ServiceTitan Marketing Pro Reputation to: - View all the existing and removed reviews that customers posted about their jobs. - View removed reviews after they've been pulled to ServiceTitan from social media. For example, Facebook, Google, or Yelp. - Attach a removed review to a job. The review appears on the source page in *Reviews*. --- ### #### Who uses this feature - Marketing managers, business owners, and other marketers on your team - Applies to all business types - Applies to all trades #### Feature configuration - To get started with Marketing Pro Reputation, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager. - Account configuration is required to use this feature. Please contact [Technical Support](http://go.servicetitan.com/ask) for details. ## Things to know Removed reviews do not affect your total and average rating and review data in ServiceTitan. They are also not included in any other ServiceTitan reporting, such as: - ServiceTitan Dashboard - Reputation Overview - Custom reports, such as the *Reviews* and *Reviews by Technician* reports - Technician Scorecards ## View removed reviews To view the customer reviews pulled by ServiceTitan but deleted by the customer: 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-ygjniup4.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D)**. 2. In the side menu, click **Reviews**. ![Cursor hovers over Reviews in the side menu.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-jszditi2.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D)Here you can see all the reviews you've received. In the received reviews list, you can see the removed reviews marked by the *Removed* tag. > [!NOTE] > **Note:** For the removed reviews, the Add Response feature is inactive. ## Match removed reviews To match the removed reviews in the reviews list with available job reviews: 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-23znm92p.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D)**. 2. In the side menu, click **Reviews**. 3. Find and hover over the removed review you want to verify, and click **More ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-ootp65hv.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D)**. 4. Select **Verify**.![Cursor hovers over Verify for a review.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-3jnwwz47.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D) 5. A review that potentially matches the removed review populates. If you agree with the suggested match, click **Verify**. ![Cursor hovers over Verify on the Verify Match screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-g435nfsj.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D) > [!NOTE] > **Note:** Sometimes more than one review that matches the removed review populates. When this happens, select one, then click **Verify**. ## View removed reviews page details To view the details of the removed customer reviews after they've been pulled by ServiceTitan: 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-l9gcnndo.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D)**. 2. In the side menu, click **Reviews**. 3. On the *Reviews* screen that opens, hover over the removed review for which you want to view details, then click **View**.![Review was removed message on the Verify Match screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-e72tw1gq.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D) > [!NOTE] > **Note:** On the Review popup that opens, you see a message stating the review is removed. ## Match the removed reviews from the Review screen To match removed reviews, see [Match reviews](/construction/docs/match-reviews). ## View removed reviews from the Monitoring screen To view the removed customer reviews in Monitoring: 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-3iz1z4f8.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D)**. 2. In the side menu, click **Monitoring**. Here, you see all the review details you've received, such as the sites, the graphic reports about the performance of the review, top-performing technicians, and other details.![Details on the Monitoring screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-l433h6e5.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D) > [!NOTE] > **Note:** In the Recent Reviews table, you can see the removed reviews marked by the Removed tag. 3. If you want to verify the removed review, click the removed review record to go to *Reviews*. ## View removed reviews from the Review Generation screen 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-zzgc3clz.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D)**. 2. In the side menu, click **Review Generation**. Here, you see all the surveys you created and sent to customers via messages, SMS, emails, and so on. ![Removed highlighted on the Review Generation screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-removed-customer-reviews-image-4vy6rs5m.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A51Z&se=2026-10-31T01%3A42%3A51Z&sr=c&sp=r&sig=V3Myvi3MJpnpyqJy2oz8QPRzwxfxsuobFAQfmkwM7gU%3D) 3. Go to the created survey channel and click the removed review record. The removed review opens. ## Want to learn more? - See [Get started with Marketing Pro Reputation Management](/construction/docs/get-started-with-marketing-pro-reputation-management) - See [Manage reviews](/construction/docs/manage-reviews) - See [Match reviews](/construction/docs/match-reviews) - See [Manage review responses](/construction/docs/manage-review-responses) ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns Tools for requesting, monitoring, and responding to online reviews across Google, Yelp, and other platforms. **What it does:** Protects and grows a business's online reputation — the primary driver of inbound calls — by automating review requests and responses. **Also called:** Review management, Online reviews **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)