SERVICETITAN · ACCOUNT MANAGEMENT

Configure & Manage Your Account

Set up users, permissions, business units, and system settings to keep your ServiceTitan account running smoothly.

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

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 custom reports

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.

Dashboards and Scorecards

Users & Account Settings

Add or edit user accounts

a. Go to Settings > People > Employees (for office staff) or Settings > People > Technicians (for field staff). Click Add to create a new user.

b. Enter their name, email, role, and business unit. The user receives a login invitation by email.

⚠︎ If you need to add a user who works both in the office and in the field, create both an Employee and a Technician profile. Use plus-addressing on their email (e.g., user+tech@company.com) for the second profile.

Add and manage office employee profiles

Manage user permissions

a. To set permissions by role (recommended), go to Settings > People > Role Permissions. Select the Employee Roles or Technician Roles tab, then click Edit on the role you want to modify.

b. To override permissions for an individual user, go to Settings > People > Employees, click Edit on the user, and go to the Permissions tab. Enable or disable permissions by category.

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

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

Add or edit business units

a. Go to Settings > Operations > Business Units. Click Add to create a new BU for each trade, service type, or location.

b. Assign a phone number, address, and default settings to each BU. Business units drive reporting, pricebook visibility, dispatch board organization, and campaign targeting.

⚠︎ If using Inventory, each business unit must have a Default Warehouse assigned. Without this, inventory can "drift" to the wrong location and cause stock discrepancies.

Add and edit business units Best practices for managing business units

Set up job types

a. Go to Settings > Operations > Job Types. Click Add to create job types for installs, service calls, inspections, and maintenance.

b. Assign each job type to a business unit, set the default priority and duration, and configure the sold threshold for sales reporting. Optionally assign required skills so the right technicians are matched to the right jobs.

⚠︎ The sold threshold on a job type determines which completed jobs count as "sold" on dashboards and in reporting. If it's set too high or too low, your conversion metrics will be inaccurate. It also controls whether a job completion survey is sent to the customer.

Set up and use job types

Set up alerts and notifications

a. Go to Settings > Integrations > Alerts. Click Add and select the alert type (Booked Job, Abandoned Call, Sold Estimate, Task Used, etc.).

b. Set the delivery method (email, SMS, or both), recipients, and any trigger conditions (business unit, job type, tags).

⚠︎ The "Task Used" alert is one of the most powerful — trigger it when a specific pricebook line item is added to an invoice (e.g., R-22 refrigerant, high-value discounts, or liability items like asbestos abatement) for real-time revenue protection and compliance monitoring.

Use alerts

Troubleshoot

Troubleshoot — User can't log in

a. Verify the user's email is correct and their account is active in Settings > People > Employees (or Settings > People > Technicians for field staff).

b. If the user forgot their password, have them click Forgot Password on the login screen. If the account is locked, an admin can reset it.

⚠︎ If MFA is enabled and the user's authenticator app is not synced, they will be unable to log in even with the correct password. An admin with the Allow Manage MFA permission can reset MFA for the user at Settings > Security > MFA.

Troubleshoot — Report timing out

a. Narrow the date range and reduce the number of columns in the report. Large reports with many KPIs take longer to process.

b. If the report still times out, try running it during off-peak hours or schedule it for email delivery instead of running it live. Go to the report, click the Schedule tab, and set up automatic delivery.

⚠︎ AR Transaction reports should be limited to a maximum 1-year date range for performance. Larger ranges are known to cause timeouts.

Measure the impact

Adoption

Active user count

Track how many users log in regularly. Low adoption means features aren't being used to their potential.

Reports > All Reports > search "Office Activities" ↗

Governance

Permission audit completion

Review user permissions quarterly. Outdated permissions create security and data access risks.

Reports > All Reports > search "User Role & Permissions Audit Log" ↗

Configuration

Business units configured

Verify all trades and service types have dedicated BUs. Missing BUs break reporting and campaign targeting.

Settings > Operations > Business Units ↗

Visibility

Scheduled reports active

Track how many reports are on automatic delivery. More scheduled reports mean fewer ad-hoc data requests.

Reports > Scheduled Reports ↗

Feature Health

TitanAdvisor score

Check the account's overall feature adoption health. Low TitanAdvisor scores indicate under-utilized features and missed configuration opportunities.

TitanAdvisor (top bar icon) ↗