Manage Employee Permissions with Enterprise Hub in ServiceTitan Max

Overview

ServiceTitan Max connects all your workflows — Marketing, Scheduling, Dispatch, Contact Center, Pricebook, Field, and (optional) Fleet — in a single pipeline from the first customer call to the final invoice. Making that connected workflow run smoothly starts with one critical setup step: making sure every employee has the right access to the right tools.

Enterprise Hub is the centralized management platform where you control who can access ServiceTitan and its Products across your entire network. For ServiceTitan Max customers, employee permissions are managed in Enterprise Hub — not directly in any individual tenant. This gives you one place to set, update, and audit access for every office employee across every location.

Note: Technician permissions are the exception to this rule. Technician access is managed at the tenant level inside ServiceTitan, not in Enterprise Hub. This article covers office employees only (Admins, CSRs, Dispatchers, Managers, and Office Managers).

Things to know before you start

• One place to manage everyone. When User Roles are enabled for your network, all Enterprise Hub users are managed exclusively in Enterprise Hub. Permission changes made directly in an individual tenant are not allowed for Enterprise Hub users.

• Roles bundle permissions. Instead of setting permissions user-by-user, you create named roles (for example, "CSR — Contact Center" or "Marketing Admin") and assign those roles to employees. A user can hold multiple roles, and their effective permissions are the combined total of all roles assigned to them.

• Reporting and dashboard permissions are set separately. When you create a new role, reporting and dashboard access is not granted by default. You must explicitly set these permissions per tenant after the role is created.

• Roles cannot be deactivated or deleted. If a role is no longer needed, rename it (for example, "Do Not Use — Former Dispatcher Role") to prevent it from being selected for new users.

Understanding Enterprise Hub permissions in ServiceTitan Max

Enterprise Hub roles control two distinct layers of access. When building roles for your ServiceTitan Max team, you'll configure both.

Enterprise Hub permissions

These control what the employee can do inside Enterprise Hub itself. For ServiceTitan Max, the most relevant are:

Tip: Use the search bar in the Select Enterprise Hub permissions screen to quickly find the permission group you need.

To grant all permissions at once, click All. To clear all, click None.

ServiceTitan permissions

These control what the employee can do inside the ServiceTitan platform (the tenant). The permission categories are:

• Access to Admin

• Accounting

• Customer Communications

• Job Booking & Dispatching

• Lead Generation

• Payroll & Admin

• Pricebook

• Purchasing & Inventory

• Selling & Performing Work

• Dashboards

• Reporting

For ServiceTitan Max, make sure to grant Job Booking & Dispatching to CSRs and Dispatchers, Lead Generation to Marketing Managers, and Selling & Performing Work to roles that interact with estimates and job execution.

Step 1: Access User Management in Enterprise Hub

1. Go to enterprise-hub.servicetitan.com and sign in with your credentials.

2. Click User Management in the main navigation.

3. In the User Management screen, select Roles.

Step 2: Create a role

Before assigning any employee, plan your role structure. For a ServiceTitan Max team, a common starting set of roles includes:

Note: These are starting suggestions. Configure each role to match your business's actual responsibilities.

To create a new role:

1. In the Roles section, click Create New Role.

2. In the Add role details section, enter the role name and description. Use clear, descriptive names that reflect the job function (for example, "CSR — Contact Center" not just "CSR").

3. Click Next Step.

4. In the Select Enterprise Hub permissions section, enable the permissions this role needs. See the table above for ServiceTitan Max guidance.

5. Click Next Step.

6. In the Select ServiceTitan permission section, enable the appropriate ServiceTitan platform permissions for this role.

7. Click Save.

Caution: Reporting and dashboard permissions are not automatically granted when a role is created. Complete Step 4 (Set up reporting and dashboard permissions) to give this role access to reports and dashboards within each tenant.

Step 3: Duplicate roles to save time

If you are creating multiple similar roles (for example, CSR roles for different locations), you can duplicate an existing role rather than starting from scratch.

1. In the Roles section, select the role you want to copy and click Duplicate.

2. Update the role name and adjust permissions as needed.

3. Click Save.

Step 4: Set up reporting and dashboard permissions per tenant

Reporting and dashboard permissions are set separately from the main role configuration and must be applied for each tenant.

For reporting permissions:

1. In Enterprise Hub, click My Tenants.

2. Select a tenant and click Sign in. You are redirected to ServiceTitan.

3. Go to Settings > Operations > Reporting Settings.

4. Select the Reporting Permissions tab.

5. Select the role you created and click View to see or configure its reporting access.

The five reporting access levels are:

• View & Edit all newly added datasets

• Allow, view, share, and edit all reports and dashboards

• No Access

• Can View

• Can View & Edit

Note: Legacy report access is view-only regardless of the permission level assigned.

For dashboard permissions:

1. In Enterprise Hub, click My Tenants.

2. Select a tenant and click Sign in.

3. Go to Settings > Operations > Dashboards.

4. Select the Permissions tab.

5. Review and configure Enterprise Hub permissions for the modular dashboard.

Repeat this process for each tenant your employees need reporting and dashboard access to.

Step 5: Edit a role

As your team grows or responsibilities shift, you will need to update roles.

1. In the Roles section, click the role you want to edit.

2. In the Enterprise Hub permissions section, update the relevant permissions.

3. In the ServiceTitan permissions section, update the relevant permissions.

4. In the Assigned users section, review who currently holds this role.

5. Click Save Changes.

Note: Changes to a role apply immediately to all users assigned that role. Review the assigned users list before making broad permission changes.

ServiceTitan Max–specific permission guidance

Marketing

Employees managing Marketing campaigns, reputation monitoring, direct mail, and ad attribution need the Marketing permission group enabled in Enterprise Hub. This gives them access to manage marketing campaigns across the network.

For individual tenant-level Marketing configuration, also ensure the employee's ServiceTitan permissions include Lead Generation and Customer Communications.

Dispatch and Scheduling

Dispatchers who use Dispatch for AI-powered job assignments need Job Booking & Dispatching enabled in their ServiceTitan permissions. No specific Enterprise Hub permission group is required for Dispatch beyond tenant access (My Tenants).

Scheduling operates as a customer-facing booking widget and does not require a dedicated Enterprise Hub permission — configuration is handled through the tenant's admin settings.

Field and Fleet

Field and Fleet capabilities are used primarily by technicians, whose permissions are managed at the tenant level inside ServiceTitan — not in Enterprise Hub. Office Managers who need to configure or monitor Field or Fleet settings should have Access to Admin enabled in their ServiceTitan permissions.

Pricebook

Employees managing the Centralized Pricebook across locations need the Centralized Pricebook Enterprise Hub permission. For tenant-level pricebook access, also enable the Pricebook ServiceTitan permission category.

FAQ

Will a user's permissions be editable directly in a tenant? No. When User Roles are enabled for a network, all Enterprise Hub users are managed exclusively in Enterprise Hub. A direct-tenant permission change is not allowed for Enterprise Hub users.

When User Roles are enabled, can a new tenant-level user still be created? Yes. User Roles only affect Enterprise Hub users — there is no impact on tenant-level user creation or operations.

Can I deactivate a role in Enterprise Hub? No. Instead, rename the role (for example, "Do Not Use — Old CSR Role") to prevent it from being selected for new users, and reassign any current users to the correct role.

Can I delete unused roles? No. Repurpose existing roles rather than creating new ones when a role structure needs to change.

Can I deactivate unused roles in ServiceTitan? You cannot deactivate roles in ServiceTitan, but you can rename them to something like "Do Not Use" to prevent selection.

Want to learn more?

• Set up Enterprise Hub role permissions

• Create and edit user roles in Enterprise Hub

• Enterprise Hub