Manage employee and technician profiles

Overview

After you add employee and technician profiles in ServiceTitan, you can manage their accounts and reset their passwords if needed. Employees and technicians use their accounts to access ServiceTitan features and sync with your main company account, increasing your team's overall efficiency.

Things to know

• Make sure office employee profiles include a unique email address and technician profiles include either a unique email address or mobile phone number. This is used to activate accounts and reset passwords.

• After recipients receive an invitation, they can sign in and set up their account. Email addresses are set as the default username. Technicians who have only a mobile phone number in their profile receive an invitation by SMS text message.

• If you create an account for your employee or technician and set a username and password, they can update the username and password when they first sign in.

• If you use Active Directory Single Sign-on, employees must have an email address in Active Directory and technicians must have an email address or mobile number in Active Directory.

• All employees and technicians are required to update their passwords yearly. This should be done every 365 days from the last time it was updated.

Create an account

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Employees or Technicians, depending on the account you want to create.

3. Click Add.

4. If you're creating a technician profile, make sure the Enable Mobile Access toggle is set to Enabled. 

5. Go to the New Account Status field and select one of three options:

   • Create an account later: Select this if you're adding a new profile but prefer to create the account later.

   • Send invitation via email: Select this to send an invitation to the employee or technician using their email address. This allows the recipient to create an account on their own. Technicians who only have a mobile phone number listed receive the invitation through SMS text message and can tap it to create an account in a browser outside the ServiceTitan Mobile.

   • Create a username and password: Use this option to create a profile now, including a username and password. All passwords must meet the following requirements:

     1. 10 or more characters (alpha-numeric, including symbols)

     2. At least one uppercase and one lowercase letter (A-Z, a-z)

     3. At least one digit (0–9)

     4. Must not use a commonly used password. For example, passwords like password123, 123456, and hunter2 are common passwords and should not be used. 

6. When finished, click Save Changes.

Send account creation invitations in bulk

1. Go to Settings > People > Employees or Technicians depending on the people you want.

2. Select the accounts you want to invite, or click the checkbox at the top to select all accounts.

3. Click Actions and select Send Account Invite. 

4. On the confirmation window that opens, click Send. 

Accept an invitation to create an account

If you send an invitation to an employee or technician to create an account, they get an email or SMS text message to create their account, depending on the information in their profile. The invitation takes them through the account creation process.

Office employees receive the invitation by email and should create their account using a desktop or laptop computer.

Technicians who have only a mobile phone number in their profile receive the invitation by SMS text message and can create their account in their phone or tablet browser, not in ServiceTitan Mobile. Technicians are only required to set up a username and password.

Reset your password

Office employees

1. Visit go.servicetitan.com and click Forgot Password? 

2. On the reset prompts that open, enter your username, email address, or mobile phone number associated with the account.

3. Click Submit. A Verify your account prompt opens asking you to verify your account information.

4. Click Send Code. You'll receive a verification code through email or text message, based on the profile information available.

5. Copy and paste the code into ServiceTitan then click Verify Account. A prompt asks you to change your password.

   Note: Password verifications are case-sensitive.

6. When finished, click Change Password.

7. Return to the sign-in screen and sign in using the same username and your new password.

Technicians

1. In ServiceTitan Mobile, go to the sign-in screen and tap Forgot password? A Reset password prompt opens in a browser to reset your password, not in ServiceTitan Mobile.

2. Enter your username, email address, or mobile phone number associated with the account.

3. Tap Submit. A Verify your account prompt opens asking you to verify your account information.

4. Tap Send Code. You'll receive a verification code through email or text message, based on the profile information available.

5. Copy and paste the code to the Enter Code prompt in ServiceTitan Mobile, then tap Verify Account. A prompt asks you to change your password.

   Note: Password verification codes are case-sensitive.

6. When finished, tap Change Password.

7. Return to the sign-in screen and sign in using the same username and your new password.

Reset or change the password for an employee or technician

1. In ServiceTitan, go to Settings > People > Employees or Technicians.

2. Find the profile and click Edit.

3. Click the Profile Actions dropdown and select one of the following options:

   • Send password reset to employee: Send an email or SMS text message with a link for the employee or technician to reset their own password.

   • Set temporary password: Set a new password now. This temporary password can be used within 60 minutes of receiving the temporary password email to sign in. After the employee or technician signs in using the temporary password, they can change their password. 

Send password reset in bulk

1. Go to Settings > People > Employees or Technicians.

2. Select the accounts you want to reset, or click the checkbox at the top to select all accounts.

3. Click the Actions dropdown and select Send Password Reset. A confirmation prompt appears.

4. Click Send to send password resets to the selected employees or technicians.

Note: When you change the password for the employee or technician and they receive an account invitation email, they are required to sign into the system using the newly provided credentials.

Change your temporary password

You can use a temporary password only once. After you sign in with it, ServiceTitan expires the password immediately. You must reset your password to create a permanent one. If you have trouble, use the Reset Password link or select Forgot Password on the sign-in screen.

Note: You must first go through account verification before you can change your password.

Things to keep in mind:

• Temporary passwords expire 60 minutes from the time the temporary password is sent and saved in the profile.

• After setting a temporary password, let your employee or technician know the temporary password and ask them to sign in using their existing username and the temporary password you're providing.

• Temporary passwords are case-sensitive. If your employees or technicians have trouble using it, suggest turning off the caps lock as that may be the culprit.

Want to learn more?

• See Add and manage office employee profiles

• See Add and manage technician profiles

• See Getting started with ServiceTitan

• See Settings - FAQ