Invite your customers to the New Customer Portal

Overview

The New Customer Portal has several methods of granting your customers access, from direct invitations through ServiceTitan, email links, and third party logins.

Things to know

• We'll refer to your customer as the user as they may have access to multiple customer records.

• New features will be released continuously as we look to move additional customer interactions online.

Sign up through invitation

If you want to invite users directly from ServiceTitan, you can do so in two ways:

Method 1: Invite multiple users in bulk

1. Create a CSV file of the users' email addresses. There is no specific formatting required as the bulk invitation tool is only looking for email addresses.        

   Note: Only emails that are tied to a customer or location record in ServiceTitan will be invited. You can include others in the list, but the bulk invitation tool will tell you they're being skipped.

2. In ServiceTitan, go to Settings > Communications > Customer Portal > User Management.

3. Click Bulk invite users. 

4. Click Upload File and select the CSV file you created earlier. By default, email addresses that have already received an invite won't be sent another one, but you can choose to override this and send them a new invite by selecting Include emails in the list that are in Invited status.

5. Click Upload List. If an email isn't tied to an existing customer or location record or if it's already associated with an active Customer Portal account, a message appears letting you know they can't be invited. 

6. When ready, click Invite to send invitations in bulk to the included email addresses.

7. Each user will need to click Register in the email sent to them and create a password to complete registration.

Method 2: Invite an individual user

1. Open a customer or location record in ServiceTitan.

2. From the Customer Portal table, select one of the following from the Billing dropdown:        

   1. Billing Access: Allow the user to access all available customer portal features for this customer record.

   2. Non-Billing Access: Restrict the user from seeing or interacting with invoices, estimates, and service agreements.                

      Note: If the email address is only on the location record and not the customer record, then this will be the only option.

   3. No Access: Restrict the user from accessing this customer record. 

3. Click Invite next to a customer's email address. 

4. The user clicks Register in the email sent to them by the portal.

5. The user creates a password to complete their registration.

Sign up through login page

If you'd like for your customers to only sign up for the portal using invites you send them, go to the navigation bar and click Settings > Communications > Customer Portal > Permissions. Otherwise, for your customer to sign up for the portal self-service:

1. The user clicks Register on the portal sign-in screen.

2. The user enters in their email address and clicks Sign Up with email. 

   Note: This email address must be attached to at least one customer or location record in ServiceTitan.

3. The user clicks Register in the email sent to them by the portal.

4. The user creates a password to complete their registration.

Sign up through a third party account

If you'd like for your customers to only sign up for the portal using invites you send them, go to the navigation bar and click Settings > Communications > Customer Portal > Permissions. Otherwise, for your customer to sign up for the portal self service with their gmail credentials and no separate password:

1. The user clicks Continue with Google on the portal sign-in or registration page.

2. The user follows third party login prompts to sign in without creating a password. An account is still created on the customer portal, but moving forward, the user will sign in through the same Continue with prompt instead of a password. 

Sign in through email

If your customer wants to login the New Customer Portal using their email:

1. The user goes to the portal sign-in screen.

2. The user enters the email address associated with their account.

3. The user enters the password associated with their account.

4. The user clicks Sign in with Email. 

Sign in through a third party account

If your customer wants to login the New Customer Portal using Google or Microsoft:

1. The user goes to the portal sign-in screen.

2. The user clicks Continue with Google on the portal sign in or registration screen.

3. The user follows third party login prompts to sign in without using a password. 

Reset password

If your customer needs to reset their password:

1. The user goes to the portal sign-in screen.

2. The user clicks Can't sign in? on the login page to open the password reset workflow. 

3. The user enters their email address and clicks Send reset link. 

4. The user opens the email they receive and clicks the link to choose a new password.

5. The user enters their new password twice and submits.

6. The user returns to the login page and signs in with their new password.

Troubleshoot issues with Customer Portal invitation emails

If your customer is having issues receiving the Customer Portal invitation email:

1. Open their customer record in ServiceTitan.

2. Go to the Contact Methods section.

3. Check if the email address is correct with the customer.

4. If the email is incorrect, update it with the correct address.

5. If the email is correct but not working, replace it with an alternative email address.

6. Save the changes then resend the invitation.

Want to learn more?

• See Set up and customize the New Customer Portal

• See The New Customer Portal end user experience

• See Set up Online Estimates View Preferences