SERVICETITAN · SYSTEM ADMINISTRATION

Configure & Manage Your Account

Run your business smoothly. Set up users, permissions, business units, and reports so your team has the tools and access they need.

Jump to:Reports & Dashboards Users & Operations Troubleshoot Measure Impact

Set Up Reports & Dashboards

Build a custom report

a. Go to Reports > All Reports and click New Report. Choose a report category (e.g., Jobs, Invoices, Calls) to set your data source.

b. Under Columns to be displayed in the report, select the fields you want to include. Use the search bar to quickly find columns. If you're unsure which columns to add, click the Reporting Dictionary (Templates Dictionary) to search for data field descriptions.

c. Click Next, enter a descriptive report name, select a category, and optionally add a description. Configure sharing settings to control which team members can view or edit the report.

d. Click Save to store the report. To run it, apply filters such as date range, business unit, job type, or technician, then click Run Report.

⚠︎ The ability to create custom reports depends on the ServiceTitan package your company is subscribed to. If you don't have the option to create a custom report, it may not be included in your package.

Create a custom report Reports overview

Set up and manage dashboards

a. Go to Dashboard and click the Modular Dashboard dropdown, then select Create Dashboard. Name it based on what you want to track — for example, Daily Revenue or Dispatch Efficiency.

b. Click Add Module to place data tiles on the dashboard. Choose from KPI modules, charts, tables, or report-based modules. Configure each module with the metric, date range, and filters you need.

c. Drag and resize modules to arrange the layout. Click Add Section to organize modules into groups. Click Save when done.

d. Share the dashboard by configuring access settings so the right team members can view it.

⚠︎ The ability to create custom dashboards depends on the ServiceTitan package your company is subscribed to. If you believe you have the ability to create custom dashboards and see an "upgrade" prompt when creating a custom dashboard, a specific configuration may need to be enabled — contact support.

Create and edit custom dashboards

Manage Users & Operations

Add or edit employee profiles

⚠︎ Deactivate former employees promptly. Active accounts for people who have left can create security and billing issues.

a. Go to Settings > People > Employees and click Add. Enter the employee's name, email, and phone number.

b. Select the employee's Role (e.g., Dispatch, Accounting, Admin). The role determines default permissions.

c. Assign the employee to the correct Business Unit(s) so they only see relevant jobs and data.

d. Click Save Changes. The user receives an email invitation to set their password and log in.

⚠︎ Each office employee profile requires a unique email address for account verification. This address cannot be shared with another employee profile.

Add and manage office employee profiles Add and manage technician profiles

Manage role permissions

a. Go to Settings > People > Role Permissions. Click Edit next to the role whose permissions you want to update.

b. Review the permission categories — each controls access to a specific area of ServiceTitan (e.g., Job Booking & Dispatching, Accounting, Pricebook, Selling & Performing Work).

c. Select or deselect individual permissions based on the role's responsibilities. Use the Search field to locate specific permissions.

d. Click Save Changes. To apply updates to existing employees with that role, click Role Actions > Save and update existing user permissions.

⚠︎ Permission changes are NOT retroactive to existing sessions. Users must log out and back in for permission changes to take effect.

⚠︎ Clicking "Save and update existing user permissions" will overwrite any custom permissions set for individual employees assigned to that role.

Set permissions for an employee or technician role Explanation of office employee permissions in ServiceTitan

Add or edit business units

⚠︎ Plan your business unit structure before creating them. Changing business units later affects reporting history, job assignments, and inventory warehouse defaults.

a. Go to Settings > Operations > Business Units and click Add Business Unit.

b. Enter the business unit name (e.g., "HVAC Residential," "Plumbing Commercial") and assign the relevant Trade Type.

c. Configure the default settings for the unit — including tax zone, revenue account, and default job types.

d. Click Save. Assign technicians and dispatchers to the new business unit in their employee profiles.

⚠︎ Each business unit should have a Default Warehouse defined to prevent inventory from drifting to the wrong location.

Add and edit business units

Set up job types

a. Go to Settings > Operations > Job Types and click Add Job Type.

b. Enter the job type name (e.g., "AC Repair," "Water Heater Install") and select the Business Unit it belongs to.

c. Set the Priority, default Duration, and any associated Tags. These settings help dispatchers schedule jobs accurately.

d. Click Save. The new job type is now available when booking jobs and creating estimates.

Set up and use job types

Set up customer notifications

a. Go to Settings > Communications > Customer Notifications. Review the available notification types — Booking Confirmation, Reminder, Dispatch, Arrival, and Job Completion Survey.

b. For each notification type, configure the delivery method: SMS, email, or both. Enable the notification toggle, then click Customize to edit the message template.

c. Set exclusion rules to control which business units or job types receive each notification type. Use the "Send for" radio buttons to filter.

d. Click Save. Test a notification by triggering the event (e.g., booking a job) and confirming the alert arrives.

⚠︎ A properly configured outbound default SMS number is a mandatory prerequisite for any text-based notification. Without it, all SMS notifications silently fail.

⚠︎ Booking confirmations only fire when an appointment is first scheduled. Rescheduled appointments do NOT trigger automatic confirmations — they must be sent manually from the job record.

Customer Notifications Set notification preferences for customers

Troubleshoot Account Issues

Troubleshoot: User can't log in

a. Confirm the user's account is Active in Settings > People > Employees. Deactivated accounts cannot log in.

b. Have the user try Forgot Password on the login screen to reset their credentials. Check that the reset email isn't going to spam.

c. Verify the user's email address in their profile matches the email they're using to log in — typos are a common cause.

d. If the issue persists, clear the browser cache or try a different browser. Some login issues are caused by cached authentication tokens.

⚠︎ If MFA is enforced for administrators: employees with sensitive permissions who don't have MFA configured will be logged out and prompted to complete MFA setup before they can log back in.

Add and manage office employee profiles Set permissions for an employee or technician role

Troubleshoot: Report timing out

a. Reduce the date range. Reports covering more than 90 days with many columns often time out. Start with a shorter window and expand if needed.

b. Remove unnecessary columns. Each additional column increases processing time — keep only the fields you need.

c. Add filters to narrow the data set. Filtering by business unit, job status, or technician significantly reduces the data ServiceTitan has to process.

d. If the report still times out, try running it during off-peak hours (early morning or evening) when system load is lower.

Create a custom report Reports overview

Measure the impact

Visibility

Dashboard adoption rate

Check how many team members actively use dashboards. Low adoption means your team may be missing key performance data.

Reports > All Reports > search "Office Activities" ↗

Security

Active vs. inactive user ratio

Review user accounts regularly. Stale active accounts for former employees are a security risk and may affect billing.

Settings > People > Employees ↗

Coverage

Business units with active job types

Ensure every business unit has properly configured job types. Missing job types lead to booking errors and reporting gaps.

Settings > Operations > Business Units ↗

Efficiency

Report usage frequency

Track which reports are run most often. Frequently used reports are candidates for dashboard widgets to save your team time.

Reports > Scheduled Reports ↗