Problem
About 1% of alerts in ServiceTitan fail to reach specified emails. If our email servers show an alert matching the job audit trail timestamp, ServiceTitan confirms their system is working properly. If not, they investigate further. Network issues or external configurations outside ServiceTitan often cause the problem.
Solution
Follow the steps below to solve the issue.
Check network connectivity
Ensure your internet connection is stable.
Test by accessing other websites or services.
Verify email configuration
Go to the top toolbar and click Settings
.In the side panel, click People > Employees.
Note: To check the email configuration for Technician profiles, go to People > Technicians.
Select the employee and click Edit.
Confirm that the email address is correct and active.
Review email filters and spam
Check your spam or junk folder for missing alerts.
Ensure no filters are blocking ServiceTitan emails.
Examine external configurations
Check any third-party email services for issues.
Ensure no external settings are blocking ServiceTitan alerts.
Test with a different email
Go to the top toolbar and click Settings
.In the side panel, click Integrations > Alerts.
Change the email to a different one and test alert delivery.
Check the alert in settings
Go to the top toolbar and click Settings
.In the side panel, click Integrations > Alerts.
In the Alerts section, edit an alert.
Check the criteria for the alert to send, such as Form name, Business Unit, Campaign, Job Type, Job Priority, Technician Teams, and Tags.
If you changed any of these values after completing the form or after booking the job, the system may not send the alert.
Check if the alert occurs with another job or multiple jobs
Check if the form is completed on other jobs and whether or not the alert is sent. If it occurs again, please contact Support with the job numbers.
Contact Technical Support
If none of the above solutions work, please contact Technical Support. Your email address might be automatically added to the Bounce or Suppression list, and a Support Agent can remove it from the backend for you.