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.
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.
⚠︎ Each user needs a unique email address. Shared logins prevent accurate audit trails and permission enforcement.
a. Go to Settings > People > Employees (for office staff) or Settings > People > Technicians (for field techs) and click Add. Enter the user's name, email address, and phone number.
b. Assign the user to a Role — such as Technician, CSR, Dispatcher, or Admin — which controls their default permissions.
c. Set the user's Business Unit assignment and any team or dispatch group memberships.
d. Click Save. The new user will receive an email invitation to set up their password and log in.
⚠︎ Permission changes are NOT retroactive to existing sessions. Users must log out and back in for permission changes to take effect.
a. Go to Settings > People > Employees (or Technicians) and select the user whose permissions you want to update.
b. Click the Permissions tab. Review the role-based defaults and adjust individual permissions as needed — toggle access to screens, features, and data.
c. To apply the same permissions to multiple users, edit the Role permissions at Settings > People > Role Permissions instead. Changes to a role apply to all users assigned to it.
⚠︎ Review user roles quarterly. Over-permissioned accounts create data risks; under-permissioned accounts slow your team. Use the User Role & Permissions Audit Log report (Reports > All Reports > search "User Role") to track changes.
a. Go to Settings > Operations > Business Units and click Add Business Unit.
b. Enter the business unit name, select the Trade Type (e.g., HVAC, Plumbing, Electrical), and assign a default revenue account.
c. Configure the business unit's address, phone number, and email — these appear on customer-facing documents like invoices and estimates.
d. Click Save. Assign technicians, dispatchers, and job types to the new business unit as needed.
⚠︎ Every trade and service area must have a business unit. Gaps cause jobs to be booked under the wrong unit, skewing reports and financial data. Also define a Default Warehouse per BU to prevent inventory drifting.
a. Go to Settings > Operations > Job Types and click Add Job Type.
b. Enter a name (e.g., "AC Repair," "Water Heater Install") and assign it to the appropriate Business Unit.
c. Set the Priority, default Duration, and any required skills or certifications for this job type.
d. Click Save. Job types control how jobs appear in scheduling, dispatch, and reporting — so keep naming consistent across your organization.
⚠︎ Job Types also control survey thresholds — surveys only trigger for completed jobs if the job value exceeds the "sold threshold" defined in the Job Type settings. Review this setting if customers report missing surveys.
a. Go to Settings > Integrations > Alerts. Review the available alert categories — such as job updates, dispatch changes, payment receipts, and membership renewals.
b. For each alert type, choose the delivery method: In-App, Email, or a combination. Assign which users or roles receive each alert.
c. Configure alerts for critical business events — such as unbooked calls, sold estimates, specific task usage (e.g., high-value discount codes), or purchase order status changes — so your team is notified before issues escalate.
⚠︎ Alerts and Customer Notifications are different features. Alerts (Settings > Integrations > Alerts) notify internal staff about business events. Customer Notifications (Settings > Communications > Customer Notifications) send automated SMS/email to customers about appointments. Configure both.
a. Go to Settings > Security > MFA to view and manage MFA settings, including each employee's status (pending, configured, or unconfigured).
b. MFA is mandatory for all users assigned the built-in Administrator role, as well as Enterprise Hub users with security or user management permissions — automatically enforced.
c. Two methods available: TOTP (Authenticator App) — recommended default using Google or Microsoft Authenticator; SMS — requires a valid domestic (USA, Canada, or Australia) mobile number on the user's profile.
d. Use Bulk Enablement to enable MFA for groups. Enable office employees and technicians separately to avoid mass simultaneous logouts.
⚠︎ Administrator MFA cannot be disabled once enforced. Admins must save Recovery Codes during first setup. Limit Allow manage MFA permission to 1–3 trusted users.
a. Confirm the user's email address is correct at Settings > People > Employees (or Technicians). A typo in the email prevents the login invitation and password reset emails from reaching them.
b. Check if the user account is Active. Deactivated accounts cannot log in — reactivate the account if needed.
c. Have the user try Forgot Password on the login screen. If the reset email doesn't arrive, check spam/junk folders and confirm the email domain isn't blocked.
d. If the issue persists, clear the browser cache, try a different browser, or use an incognito/private window to rule out caching or extension conflicts.
⚠︎ If the user recently had permissions changed, they must log out and back in — permission changes are not retroactive to existing sessions.
a. Reduce the date range. Reports that span long time periods with many records are the most common cause of timeouts. Try running the report for a single month instead of a full year.
b. Remove unnecessary columns. Each additional data field increases processing time — keep only the columns you need for your analysis.
c. Add filters to narrow the data set — filter by a single business unit, job type, or technician to reduce the number of records returned.
d. If the report still times out, try scheduling it for email delivery. Scheduled reports run during off-peak hours and can handle larger data sets.
⚠︎ AR Transaction reports should be limited to a maximum 1-year date range — larger ranges commonly cause timeouts.