SERVICETITAN · DISPATCH

Dispatch & Track Your Technicians

Dispatch the right tech to the right job, track your team in real time, and keep customers informed every step of the way.

I also use:Fleet ProCrew Scheduling

Jump to:Dispatch & Manage Jobs Track Your Team & Keep Customers Informed Troubleshoot Dispatch Issues Measure Impact

Dispatch & Manage Jobs

Dispatch a technician to a job

a. Go to Dispatch > Daily Dispatch Board. Find the job appointment on the board.

b. On the job appointment click Action, then click Dispatch. The technician receives a notification on their mobile device with the job details and address.

c. The job status changes to Dispatched (purple) on the board.

Dispatch technicians Use the Daily Dispatch Board

Assign a technician to a job

a. In the Jobs Tray at the bottom of the Dispatch Board, click the Unassigned tab.

b. Under the Assign Technicians column click Select Technician dropdown and select the technician you want to assign a job to.

⚠︎ Multiple technicians can be assigned to the same appointment.

Manage technicians on appointments

Reschedule a job

a. You can reschedule appointments from your dispatch board by clicking Action > Reschedule on the appointment you want to reschedule or by dragging the appointment to its new time.

b. Select a new date, time, and technician if needed. Confirm the updated arrival window and click Save.

Reschedule a job

Remove a technician from a job

a. Click the job bubble on the Dispatch Board, then click Actions > Assign / Unassign.

b. Click the remove icon to remove the technician from a job. The job moves back to the Unassigned tab in the Jobs Tray, ready to be reassigned.

⚠︎ Working, Dispatched, and Done appointments can't be unassigned. To unassign a technician who is working, first mark the appointment as Done. To unassign from a completed job, first cancel the dispatch.

Manage technicians on appointments

Cancel a scheduled job

a. Click the job bubble on the Dispatch Board, on the Job record that opens, click Go to the Job Record.

b. On the job record, click Actions > Cancel.

c. Select a cancellation reason from the dropdown and click Apply. The job moves to the Canceled tab in the Jobs Tray.

⚠︎ You can't cancel jobs with payments attached. Canceling a job with invoice items automatically deletes those items. Canceled jobs move to the Canceled tab in the Jobs Tray on the Dispatch Board and can also be viewed on the customer record.

Cancel a job

Place a job on hold

a. Click the job bubble on the Dispatch Board. The Job record flyout opens.

b. On the job record, click Actions > Hold / Remove Hold.

c. Select a hold reason and click Hold. The job moves to the Hold tab in the Jobs Tray until it's ready to be released.

Place a job on hold

Manage non-job events on the dispatch board

a. Click an existing non-job event (dark gray) on the Dispatch Board to view, edit, complete, or delete it.

b. To add a new one, on the Dispatch Board, click a technician's timeline within the time slot when you want to schedule the event and on the non-job event flyout that opens, set the type, time, technician, and whether it counts against capacity.

Schedule and manage non-job events Schedule and manage a non-job event using a new experience

Message a technician from the dispatch board

a. Click a technician's name or profile picture on the Dispatch Board. Select Send Text Message.

b. For bulk messages, click Activity Center > Announcements to mass text multiple technicians at once.

Text technicians from the Dispatch Board

Crew Scheduling

Schedule crews for multi-day jobs

Track Your Team & Keep Customers Informed

Track your technicians in real time with GPS

a. Go to the navigation bar and click Dispatch. Click the Daily dropdown and select Map. The route map opens in another tab.

b. Use the color-coded map to view technician locations (numbered rectangles) and appointments (numbered squares). Use the Priority Level, Technicians, Technician Skill Level, and Tag filters on the left side to narrow your view.

⚠︎ Only Scheduled jobs assigned solely to that technician for one day are optimized. Confirmed jobs are not moved — use this to lock specific appointments in place while the rest of the route is reordered. If there are more jobs than fit in a single workday, you'll be prompted to unassign some before trying again.

⚠︎ Validated addresses are required for both the technician (home address) and all service locations. Unvalidated addresses are excluded from optimization.

⚠︎ The route uses verified addresses when available and entered addresses when not. Unverified addresses may result in inaccurate map positions.

c. To batch-assign unassigned appointments, click a selection tool (polygon, rectangle, or circle), draw your selection over the appointments, right-click within the selection, and click Assign. Choose the technician and click Assign.

⚠︎ When viewing the map on a date other than today or in Date Range mode, technicians are shown at their verified home address — not their real-time location. Technicians are also shown at their home address if GPS can't reach them.

Dispatch efficiently with Map 2.0 Use Optimize Technician Route

Fleet Pro

View vehicle locations with Fleet Pro

Fleet Pro

Check driver safety scores with Fleet Pro

Fleet Pro

Review dash cam events with Fleet Pro

Let customers track their technician's arrival

a. Go to Settings > Communications > Customer Notifications > Dispatch Notifications.

b. Click the Arrival Tracking tab, turn on the Enable arrival tracking for text and email toggle, and click Save. This allows customers to track the technician's real-time location on a map.

c. On the Settings tab, choose whether to limit dispatch notifications when multiple technicians are dispatched to the same job.

⚠︎ A properly configured outbound default SMS number is a mandatory prerequisite for any text-based notification. Without it, all SMS notifications silently fail. Native GPS must be enabled on technician devices for the arrival tracking link to work. If the customer's service location address is not verified, the tracking screen shows the technician's name and destination address only — no map, distance, or ETA.

Enable text and email dispatch notifications Enable text and email arrival notifications Enable native GPS access for ServiceTitan Mobile

Customize dispatch notification messages

a. Go to Settings > Communications > Customer Notifications. Click on the notification template you want to edit (Dispatch, Reminder, etc.).

b. Edit the message text, add placeholders for technician name, ETA, and company branding. Click Save.

Customize notification message templates

Troubleshoot Dispatch Issues

Troubleshoot: Technician GPS not updating

a. Verify the technician has Location Services enabled on their mobile device and the ServiceTitan Mobile app has permission to access location.

b. Ask the technician to force-close and reopen the app. If the issue persists, check their internet connection — GPS requires cellular or Wi-Fi data.

c. For Fleet Pro GPS trackers, confirm the device is securely connected to the vehicle's power source and has not gone offline. Check the Device Health tab in Fleet Pro for last connected timestamps.

Dispatch efficiently with Map 2.0 Enable native GPS access for ServiceTitan Mobile

Troubleshoot: Dispatch notifications not sending

a. Go to Settings > Communications > Customer Notifications > Dispatch Notifications. Verify that the Enable dispatch text notifications and/or Enable dispatch email notifications toggles are turned on.

b. Check that a default outbound SMS number is properly configured — look for the green checkmark icon. If you see a red warning icon, the SMS number needs to be set up first.

c. Verify the customer's phone number is a mobile number (not a landline), that the customer hasn't opted out by texting STOP, and that notifications are not muted for the job's business unit or job type. Check Settings > Communications > Customer Notifications for exclusion rules.

⚠︎ If the customer texted STOP, END, or CANCEL, SMS notifications are permanently disabled for that number and cannot be re-enabled without the customer re-opting in.

Enable text and email dispatch notifications Can't receive outbound text messages

Troubleshoot: Dispatch board performance issues

a. Clear your browser cache and try a hard refresh (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac).

b. Reduce the number of business units displayed by using filters. Fewer BUs means fewer technicians loaded at once.

c. If the board is still slow, try the enhanced Daily Dispatch Board — enable it at Settings > Dispatch Board > New & Upcoming Features and turn on the Redesigned Dispatch Board toggle.

Use the new Daily and Weekly Dispatch Board

Measure the impact

Efficiency

Average drive time between jobs

Track on the Dispatch Board map view. High drive times signal poor routing or dispatching the wrong technician to the wrong area.

Dispatch > Map ↗

Timeliness

On-time arrival rate

Run a Technician Performance report. Late arrivals hurt customer satisfaction and increase cancellations.

Reports > All Reports > search "Tech Dashboard Revenue" ↗

Utilization

Technician utilization rate

Check the modular Dashboard. Low utilization means techs have too much idle time; high utilization with overtime signals capacity issues.

Dashboard (left navigation) ↗

Customer Experience

Tracking link open rate

Monitor in Customer Notifications settings. High open rates mean customers value the tracking experience; low rates suggest notification timing or delivery issues.

Settings > Communications > Customer Notifications > Dispatch Notifications ↗

← Previous: Plan Your Team's Capacity Next: Diagnose Issues & Identify Opportunities →

Need help? Contact your Customer Success Manager or visit the Dispatching Knowledge Base