--- title: "Manage reviews" slug: "manage-reviews-1" updated: 2026-10-15T00:57:07Z published: 2026-10-15T00:57:07Z canonical: "help.servicetitan.com/manage-reviews-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 reviews ## Overview Use the *Reviews* section in ServiceTitan Marketing Pro Reputation to view and manage the customer reviews on your business listings. --- ### #### 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 - Google reviews on the *Reviews* screen are sorted by the updated date, helping you quickly identify and address them. When viewing an updated Google review, you can switch between the original and updated versions, but responses are limited to the updated review. - You can't delete public Google reviews in ServiceTitan. You need to dispute directly from Google. - You can only download external reviews. For more, see [Download external reviews](/construction/docs/manage-reviews#download-external-reviews). - Per Yelp policy, only the most recent 3 Yelp reviews can be stored, and they are automatically removed from the system within 24 hours. ## Monitor reviews Monitoring reviews helps you get a better idea of your overall customer review volume and average rating. It also helps you see the impact of your review generation efforts. Higher review volume and customer ratings can improve both your local search ranking as well as customers' likelihood to choose your business over competitors. To monitor your reviews: 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-r9k2mp38.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D)**. 2. In the side menu, click **Reputation Overview**. ![Cursor hovers over the Reputation Overview options in the side menu.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-90q7qgtt.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D) On the *Reputation Overview* screen that opens, you can see important details about your reviews. This includes your review request rate, review response rate, review verification rate, average rating, and other details. For more, see [Use Marketing Pro Reputation analytics](/construction/docs/use-marketing-pro-reputation-analytics). ## View reviews 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-1njyvbdq.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D)**. 2. In the side menu, click **Reviews**. ![Cursor hovers over the Reviews option in the side menu.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-2dagle98.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D) > [!NOTE] > **Note:** The number next to Quick Verify refers to the number of reviews you need to verify. 3. On the *Reviews* screen that opens, you can see all of the received reviews. 4. Hover over the review you want to manage and click **View**. ![Cursor hovers over the View option for a review.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-teo7deh6.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D) 5. For updated Google reviews only, the *Review* pop-up shows the latest version of the customer's review by default. Click the **Updated** and **Original** tabs to switch between the updated and original versions of the review. > [!NOTE] > **Note:** You can verify the updated and original reviews, but you can only respond to the most recent version. ![Cursor hovers over the Original tab for a review.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-bf8ksin4.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D) 6. Click **View Source** to go to the source of the review. The original review opens on the page it appears on. For example, if the review was submitted on Google, the Google page opens. ![Cursor hovers over View Source for a review.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-dai5mwyr.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D) ## Filter reviews 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-cpmyk4ux.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D)**. 2. In the side menu, click **Reviews**. 3. On the *Reviews* screen that opens, click the **Date Range**, **Source**, **Location**, **Match**, **Technician**, **Has Response**, **Survey**, or star **Rating** filters. 4. Select at least one item from the dropdown. > [!NOTE] > **Note:** Click **All** to select all items. Alternatively, click **None** to clear your selections. 5. When finished, click **Apply**. ![Cursor covers over the Apply button for a Match filter.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-ra3vliue.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D)This drills down the information on the *Reviews* screen. ![Match column highlighted on the Review screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-pebuxfy7.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D) You can sort the reviews by selecting the column you want to organize in the table and then clicking the header of that column. ![Cursor sorts the Reviews screen by date.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-p4wgk7xu.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D) ## Download external reviews To export the details of the external reviews: 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-emcf44zm.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D)**. 2. In the side menu, click **Reviews**. 3. On the *Reviews* screen that opens, click **Download** to export the external reviews list in Excel format. > [!NOTE] > **Note:** When you use filters on the reviews screen and click **Download**, you only download the reviews that match your filters. ![Cursor hovers over the Download button on the Reviews screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-412i8w6t.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D) ## Download internal reviews To export the details of the internal reviews: 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-2sk3j0g7.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D)**. 2. In the side menu, click **Reviews**. 3. On the *Reviews* screen that opens, click the **Internal** tab. 4. Click **Download** to export the internal reviews list in Excel format. > [!NOTE] > **Note:** When you use filters on the reviews screen and click **Download**, you only download the reviews that match your filters. ![Cursor hovers over the Download button on the Reviews screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-reviews-image-9ld34g8z.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A43Z&se=2026-10-31T01%3A42%3A43Z&sr=c&sp=r&sig=eGKvoXZGZsVkDeqAeQ7lH%2ByqcACJt8uDThdEVa4A2Ds%3D) ## FAQ --- ### #### How do you match the reviews to the tech? How do you explain the logic? Verification can be done manually and automatically, but Marketing Pro provides guidance indicators based on low, medium, or high confidence levels. We look at the name of the reviewer, the social platform that is clicked, the technician's name in the review text, the city where the job took place, the exact feedback text, ratings, and the dates of the job compared to the review date. Reviews are tied to tech, job, location, and campaign. #### How can I link my Yelp business account to respond to reviews via Reputation Management and verify a job for a Yelp review in ServiceTitan? For the time being, there is no way to reply to Yelp reviews or verify jobs through ServiceTitan's Reputation Management. #### Why are most of our Yelp reviews showing as removed in ServiceTitan? This is normal because of Yelp’s policies. Yelp only allows third-party platforms to show three reviews at a time. When ServiceTitan receives a new Yelp review, older reviews are marked as *removed* to stay within this limit. **Note:** *These reviews are not deleted from Yelp. They only appear as removed in ServiceTitan.* #### Why is customer satisfaction showing “N/A” in reports? Technician star ratings for customer satisfaction only calculate and display in reports afterthe technician has received five or more completed customer surveys. If a technician hasn't yet reached this minimum survey count, their rating appears as N/A (Not Applicable). After they complete five or more surveys, the star rating will correctly calculate and show up. ## Want to learn more? - See [Get started with Marketing Pro Reputation Management](/construction/docs/get-started-with-marketing-pro-reputation-management) - See [Match reviews](/construction/docs/match-reviews) - See [Manage review responses](/construction/docs/manage-review-responses) - See [Manage removed customer reviews](/construction/docs/manage-removed-customer-reviews) 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) 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)