Overview
ServiceTitan Community is an online space where ServiceTitan users and employees can connect, share ideas, and collaborate. Use Community to post discussions, submit product feature ideas, and engage with other members. By participating, you can directly influence the ServiceTitan product roadmap and help shape the future of the platform.
Getting Started with ServiceTitan Community
Overview of the Product Development Process
Community Guidelines
Before you begin participating in ServiceTitan Community, please take a moment to read through our Community, Discussion, and Idea guidelines.
What is the difference between a discussion and an idea?
Discussions should be used to share or gather more information. Discussions can be used as a starting point for ideas. You can use discussions to gather more details and use cases for a particular idea you would like to post. Ideas are requests for new features or feature improvements.
What is a group?
Groups are collections of certain ServiceTitan Community members and ServiceTitan employees who share posts pertaining to a particular topic, idea, or area. Groups can only be created by ServiceTitan employees and will be used as beta test forums, focus groups, or case studies. The topic or purpose of the groups will be explained and monitored by a ServiceTitan employee.
What are engagement points?
You will receive points for your engagement in ServiceTitan Community. Below you will find a breakdown of points:
Action | Point Value |
|---|---|
Write a post | 1 point |
Write a comment | 1 point |
Receive a comment | 5 points |
Like something | 1 point |
Receive a like | 5 points |
Share a post | 1 point |
Someone shares your post | 5 points |
Mention someone | 1 point |
Receive a mention | 5 points |
Ask a question | 1 point |
Answer a question | 5 points |
Receive an answer | 5 points |
Mark an answer as best | 5 points |
Your answer is marked as best | 20 points |
Endorsing someone for knowledge on a topic | 5 points |
Being endorsed for knowledge on a topic | 20 points |
Points are significant because they show how involved you are within ServiceTitan Community. We value and appreciate strong voices and opinions, so become a leader within ServiceTitan Community and perks will be sure to follow!
Discussion Guidelines
What is a discussion?
A discussion is the starting point for asking a question, sharing advice, offering a recommendation, and providing a best practice. Starting a discussion makes it possible to ask, learn, teach, compare, and create with other members.
Who can post a discussion?
Both you and ServiceTitan employees can start discussions. Discussions can range from providing internal knowledge to gathering research on a potential product request.
What kinds of discussions can I post?
You can post answers to contribute to your own discussion or other discussions. You can also follow discussions to stay updated on discussion activity. To avoid creating a duplicate discussion, please make sure to search for keywords or topics related to your topic and/or question. If something similar already exists, feel free to add a comment or a follow-up question to the existing discussion.
What types of discussion topics are there?
There are many discussion topics, including the following:
Marketing
Call Booking
Dispatching
Mobile
Projects/Installs
Memberships/Service Agreements
Accounting
Inventory Management
Timesheets & Payroll
Reporting
Consumer Experience
Miscellaneous
What if the discussion topic is not a part of the listed topics in ServiceTitan Community?
If your discussion topic is not a part of the listed topics above, please post under the Miscellaneous topic. You can also tag other topics or keywords when starting a discussion, which makes it easier for you to search for discussions pertaining to the particular topic. Please refrain from posting any technical support-related questions or bugs as a discussion. These should be funneled through our Support team by clicking Ask Support in the Help Widget.
Keep in mind that ServiceTitan Community is for both ServiceTitan users and ServiceTitan employees, meaning that your discussion can lead to an idea, which can then lead to a developed product feature! With that in mind, keep discussions open, clear, and informative. A simple question can lead to an extraordinary feature.
Idea Guidelines
What is an idea?
Posting an idea is the same as requesting a product feature you would like to see built, improved, or expanded in ServiceTitan. ServiceTitan is continuously expanding our core product, and we can only continue to grow and prosper with your direct input. You can submit your own idea so that no words are lost in translation. These ideas will be reviewed not only by other ServiceTitan Community members but also by the ServiceTitan Product team as well.
Remember that ServiceTitan Community is a space for both ServiceTitan users and ServiceTitan employees. Therefore, you will see posted ideas and comments from ServiceTitan Product Managers, Customer Success Managers, and others. In ServiceTitan Community, you will have a transparent view of our current product roadmap and the status of each idea, so you can receive updates on ideas that are under review, in development, or near release.
What is the best way to submit an idea?
If you feel that there is a product gap or would like to see a certain feature in ServiceTitan that seems to be missing, please make sure to complete the following steps:
Search for any existing discussion on the topic
Engage with the community via discussions to see how other businesses may be addressing or dealing with the same or similar challenges to the ones you are facing
Review submitted ideas to see if your idea has already been submitted and view its current status
Often times, your peers will have figured out innovative solutions. Therefore, we encourage you to both create and collaborate within ServiceTitan Community.
What should I include when posting an idea?
Some tips to keep in mind when posting an idea include the following:
Be concise and clear with the title
Select a category for the idea
Be very thorough in your description
What pain point(s) are you trying to address?
What value would this bring to your business?
What value would this bring to other companies that use ServiceTitan?
How do you envision the feature working for your business?
What are the statuses of submitted ideas?
Below you will find a breakdown of the varying statuses of submitted ideas:
Not Planned | This is the default state for a newly submitted idea. Not planned means that this idea has yet to be included within the planned product roadmap or product backlog. |
|---|---|
In the Backlog | These are ideas that we plan to implement at some point but are not ready to queue up on the product roadmap just yet. We consistently revisit these ideas during quarterly roadmap planning meetings. |
On Roadmap | These are ideas we are planning to begin working on in the upcoming quarter. |
In Progress | This idea has been assigned to a sprint for development (this typically means that it is weeks away from being released, not months). |
In Beta | This idea has been developed and is currently being tested by a certain subset of customers. This idea may potentially change prior to its release. If you are interested in beta testing, please contact your Customer Success Manager. |
Coming in the next release | This idea has been developed and/or is being QA-tested. |
Partially Developed | A significant piece of the proposed idea has been released and additional pieces will be coming later. |
Delivered | This is a completed, released feature in ServiceTitan. |
Existing feature | This idea already exists in ServiceTitan or can already be handled well via another method within the product. |
In many cases, we may set up private focus groups to gain more insight into your pain points and use cases. We will try our best to communicate realistic ETAs, as well as provide workarounds for the interim whenever possible.
Software is constantly evolving, and you can play a pivotal role in the evolution of ServiceTitan with your constructive ideas. Every submitted idea can receive an up vote, and each vote is equivalent to 10 points. The more votes an idea gets, the better its chance of being evaluated by our product team for inclusion in the roadmap. We encourage you to be creative, be collaborative, and submit something extraordinary!
Disclosures
ServiceTitan Community may remove or archive content for the following reasons:
Content is illegal, personal, spam, or consists of confidential information.
Content uses inappropriate language towards ServiceTitan, a ServiceTitan employee, or a ServiceTitan Community member. This includes, but is not limited to, any profane/vulgar language pertaining to race, gender, age, and religion.
Content bullies, harasses, or encourages/incites violence towards ServiceTitan, a ServiceTitan employee, or a ServiceTitan Community member.
Content is obsolete or irrelevant to the ServiceTitan product.
Content is outside the scope of ServiceTitan's business.
Content is a discussion specifically asking for votes on a submitted idea or engages in vote manipulation for a submitted idea.
Content is a bug. Bugs should be submitted to the Support team.
Additionally, while our preference is for everyone to remain a part of the ServiceTitan Community indefinitely, any users that exhibit inappropriate behavior repeatedly will be warned. If necessary, we reserve the right to revoke access (though we hope it never comes to that).
ServiceTitan Community is a space shared by both ServiceTitan users and ServiceTitan employees. Therefore, if a ServiceTitan employee participates in a discussion, please allow up to 24 hours for any follow-up.
If you have a non-technical support related question or inquiry you feel cannot be addressed within ServiceTitan Community, please reach out to your Customer Success Manager by emailing them directly.