Overview
Use the Reviews and Review Generation sections of ServiceTitan Marketing Pro Reputation to:
View all the existing and removed reviews that customers posted about their jobs.
View removed reviews after they've been pulled to ServiceTitan from social media. For example, Facebook, Google, or Yelp.
Attach a removed review to a job. The review appears on the source page in Reviews.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Applies to all business types
Applies to all trades
Feature configuration
To get started with Marketing Pro Reputation, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
Removed reviews do not affect your total and average rating and review data in ServiceTitan. They are also not included in any other ServiceTitan reporting, such as:
ServiceTitan Dashboard
Reputation Overview
Custom reports, such as the Reviews and Reviews by Technician reports
Technician Scorecards
View removed reviews
To view the customer reviews pulled by ServiceTitan but deleted by the customer:
Go to the navigation bar and click Marketing
.In the side menu, click Reviews.
Here you can see all the reviews you've received. In the received reviews list, you can see the removed reviews marked by the Removed tag.
Note: For the removed reviews, the Add Response feature is inactive.
Match removed reviews
To match the removed reviews in the reviews list with available job reviews:
Go to the navigation bar and click Marketing
.In the side menu, click Reviews.
Find and hover over the removed review you want to verify, and click More
.Select Verify.
A review that potentially matches the removed review populates. If you agree with the suggested match, click Verify.
Note: Sometimes more than one review that matches the removed review populates. When this happens, select one, then click Verify.
View removed reviews page details
To view the details of the removed customer reviews after they've been pulled by ServiceTitan:
Go to the navigation bar and click Marketing
.In the side menu, click Reviews.
On the Reviews screen that opens, hover over the removed review for which you want to view details, then click View.
Note: On the Review popup that opens, you see a message stating the review is removed.
Match the removed reviews from the Review screen
To match removed reviews, see Match reviews.
View removed reviews from the Monitoring screen
To view the removed customer reviews in Monitoring:
Go to the navigation bar and click Marketing
.In the side menu, click Monitoring. Here, you see all the review details you've received, such as the sites, the graphic reports about the performance of the review, top-performing technicians, and other details.
Note: In the Recent Reviews table, you can see the removed reviews marked by the Removed tag.
If you want to verify the removed review, click the removed review record to go to Reviews.
View removed reviews from the Review Generation screen
Go to the navigation bar and click Marketing
.In the side menu, click Review Generation. Here, you see all the surveys you created and sent to customers via messages, SMS, emails, and so on.
Go to the created survey channel and click the removed review record. The removed review opens.