To help ServiceTitan Support Agents troubleshoot your issues, use the Allow Support Access toggle. This setting can be enabled or disabled when creating a case through the ServiceTitan Help Center or My Cases. Allowing access gives Support Agents permission to open your ServiceTitan account and see the same pages and features that you see. This improves the quality and speed of the support we provide and reduces additional questions from the Support Agent.
Who uses this feature
Administrators and office employees
Applies to all business types
Applies to all trades
Things to know
Access is enabled for all support agents when permission is granted. Select members of our team with the proper training and experience will have unrestricted access to your account to assist in identifying issues and resolution. In all instances, ServiceTitan Support will never make changes to your account without your explicit permission.
This feature is not available in the Next or Practice environments.
Access can not be allowed or revoked for specific support cases.
Once allowed, all ServiceTitan Support Agents have access to your account for three days. If further assistance is needed beyond the first three days, ServiceTitan Support may ask for permission again from My Cases.
Allow access when creating a case in the Help Center
Go to the top toolbar and click Help
. In the Help menu that opens, click Ask Support.
Ask Support opens and displays several common help categories. Select one that most closely matches the topic you need help with:
My Account: Select for help with topics such as My Bill, Login & User Permissions, Managed Technician Licenses, Payment Method, My Subscription, or other account-related issues.
Accounting, Financing, & Inventory: Select for help with topics such as Accounting Software Integration, Bank Deposits, Financing Questions, Inventory & Purchasing, Invoicing, Payment Processing, Processing Fees/Rates, or My Statement.
Job Booking & Dispatching: Select for help with topics such as Appointments, Jobs & Projects, Call Booking, Customer Communications, Customer & Location Profiles, Dispatch & Scheduling, GPS & Other Integrations, Phones, or Phones Pro.
Mobile Apps & Site Performance: Select for help with topics such as Mobile App and Site Performance.
After selecting a category, select a topic to specify the area you need help with.
Enter a description of the issue you’re experiencing, then click Next.
The menu refreshes and displays results from the Knowledge Base or Academy that may help you answer your question faster. Click a link to view the answer in a new tab. If the article helps you with your question, click Yes.
If the suggested Knowledge Base articles or Academy videos weren’t helpful, click No, contact support.
Select how you’d like to contact support. If a method of support is unavailable, such as if you are contacting support outside business hours, the method will either be grayed out or won’t appear in the list. For the fastest response, we recommend using Live Chat.
Note: Depending on the Topic you selected, your question may be sent to a team that specializes in those types of questions. This helps to ensure your question goes directly to the appropriate team for the fastest available support. When this happens, Email Support is the only option for you to select.
Add additional details about the issue you’re experiencing. You can also upload files, such as screenshots of the issue. Click Submit to continue.
Enter or verify your contact information.
Make sure the Give ServiceTitan Support Agents temporary access to your account option is selected.
Note: The allow access option is selected by default.
Click Submit.
Allow access on your support cases
If you decided to not enable access when creating a case through the Help Center, you can enable it afterwards from My Cases. If you contacted ServiceTitan Support by phone or email without first going through the Help Center, you must follow this process to allow access.
Note: This grants access to all of your current and future support cases.
Go to the top toolbar and click Help
In the Help menu that opens, click My Cases.
Click Allow support access
.
Click Allow Access in the pop-up to confirm your choice.
