Google Analytics Integration

Overview

Configuring Google Analytics in ServiceTitan helps to track and improve your Leads data and conversion rates. This helps you gather key marketing information about your customers and analyze the effectiveness of your marketing campaigns.

Things to know

• The Google Analytics integration isn't complete until Dynamic Call Tracking using DNI is also configured.

• ServiceTitan Lead calls are sent to Google Analytics without revenue.

• When someone visits your website from any source, ServiceTitan captures the ClientID. When that visitor calls a DNI number, that ClientID is assigned to the caller. If the call is classified as a Lead, it's sent as an Event and Goal into Google Analytics 4 (GA4) using the ClientID. This automatically assigns the correct source, medium, and campaign for that session. ServiceTitan automatically creates the event and specifies it as a conversion in GA4, so no configuration is required within your Google Analytics account. 

• The Google Analytics integration classifies the following events as Leads:

  • Booked phone calls

  • Unbooked phone calls over 60 seconds that aren't excused

  • Excused calls where the excused reason is set to Is Lead

  • Abandoned or excused calls where the customer booked a job within seven days of the call

  • Lead forms received from the API or Zapier

  • Bookings received from the API or Zapier

  • Manual Calls

• For Lead calls that didn't originate from a dynamically tracked call, events are still sent to Google Analytics. Instead of using ClientID, the call campaign's Source and Medium are used. The most common use case for this is when someone calls an offline tracking number that has a campaign assigned.

IMPORTANT NOTE

As of July 2023, Universal Analytics (UA) has been sunset. You can still connect UA to ServiceTitan, but we can no longer post data to UA. To have conversion data flow from ServiceTitan into Google Analytics, please connect a Google Analytics 4 (GA4) property.

Set up Google Analytics Integration

Track and manage your Lead sources and conversion rates in ServiceTitan by integrating Google Analytics.

Step 1: Integrate Google Analytics data to ServiceTitan

1. Go to the top toolbar and click Settings > Integrations > Marketing Integrations.

2. Next to Google Analytics, click Configure.
   

3. On the Google Analytics Integration screen that opens, click Sign in with Google.
   

4. Choose your Google account to sign in with, then click Allow. This gives ServiceTitan access to your Google account.
   

5. Select your Google Analytics account, then click Link.
   

Step 2: Link properties you manage to Google Analytics

Properties are equivalent to websites. To map the account to properties you manage, link your Google Analytics account to your properties:

1. In the Link properties you manage section, select Properties.

   Note: The Properties list is generated automatically from your Google account, but you need to link it to your Google Analytics Integration to get data.
   
   With Google Analytics 4 (GA4), you can view the property list generated from both GA4 and Universal Analytics (UA). To differentiate between them, for properties generated from UA you can see UA-Number beside the property list. For the properties generated from GA4, you can see the GA4-Number.

2. When finished, click Next.

Step 3: Select a view or data stream for selected properties

1. In the Select a view or data stream for selected properties section, select a View/Data Stream for each property.
   

   Note: For UA-generated properties, you can select a view. For the GA4-generated properties, you can select a data stream.

2. When finished, click Next.

3. Click View Ads Performance to go to the Ads dashboard.
   

Edit Google Analytics Integration

1. Go to the top toolbar and click Settings  > Integrations > Marketing Integrations.

2. Next to Google Analytics, click Configure.

3. On the Google Analytics Integration screen that opens, click Edit.
   

4. Make your changes and update configuration details as needed.

Remove Google Analytics Integration

1. Go to the top toolbar and click Settings > Integrations > Marketing Integrations.

2. Next to Google Analytics, click Configure.

3. On the Google Analytics Integration screen that opens, click Edit.

4. Click Delete and confirm the Google account removal.
   

Post off-website conversions to Google Analytics

The Google Analytics Integration allows event posting for Lead phone calls that come from places other than the website.

For example, if a call comes from a billboard ad with a phone number on it, and that campaign in ServiceTitan has a Source of ott and a Medium of billboard, then the call is posted to GA4 with those parameters. This is especially useful for call extension calls from Google Ads that are posted under the proper campaign to GA4.

This works for any offline tracking number that belongs to a campaign, as Lead calls to that number are posted with a utm_campaign that matches the ServiceTitan campaign. Adding a Source and Medium to a tracking number's campaign posts the call with those parameters used as utm_source and utm_medium.

If Ads Optimizer is enabled, the revenue values for offline calls are also posted to Google Analytics, which unlocks deeper attribution reporting within ServiceTitan.

Note: Ads Optimizer is only available for Marketing Pro customers with Ads Measurement and an integrated GA4 property.

Want to learn more?

• See Google Ads Integration

• See Dynamic Call Tracking using DNI