Manage reviews

Overview

Use the Reviews section in ServiceTitan Marketing Pro Reputation to view and manage the customer reviews on your business listings.

Things to know

• Google reviews on the Reviews screen are sorted by the updated date, helping you quickly identify and address them. When viewing an updated Google review, you can switch between the original and updated versions, but responses are limited to the updated review.

• You can't delete public Google reviews in ServiceTitan. You need to dispute directly from Google.

• You can only download external reviews. For more, see Download external reviews.

• Per Yelp policy, only the most recent 3 Yelp reviews can be stored, and they are automatically removed from the system within 24 hours.

Monitor reviews

Monitoring reviews helps you get a better idea of your overall customer review volume and average rating. It also helps you see the impact of your review generation efforts.

Higher review volume and customer ratings can improve both your local search ranking as well as customers' likelihood to choose your business over competitors. To monitor your reviews:

1. Go to the navigation bar and click Marketing .

2. In the side menu, click Reputation Overview. 

On the Reputation Overview screen that opens, you can see important details about your reviews. This includes your review request rate, review response rate, review verification rate, average rating, and other details. For more, see Use Marketing Pro Reputation analytics.

View reviews

1. Go to the navigation bar and click Marketing .

2. In the side menu, click Reviews.         

   Note: The number next to Quick Verify refers to the number of reviews you need to verify.

3. On the Reviews screen that opens, you can see all of the received reviews.

4. Hover over the review you want to manage and click View. 

5. For updated Google reviews only, the Review pop-up shows the latest version of the customer's review by default. Click the Updated and Original tabs to switch between the updated and original versions of the review.        

   Note: You can verify the updated and original reviews, but you can only respond to the most recent version.

      

6. Click View Source to go to the source of the review. The original review opens on the page it appears on. For example, if the review was submitted on Google, the Google page opens. 

Filter reviews

1. Go to the navigation bar and click Marketing .

2. In the side menu, click Reviews.

3. On the Reviews screen that opens, click the Date Range, Source, Location, Match, Technician, Has Response, Survey, or star Rating filters.

4. Select at least one item from the dropdown.        

   Note: Click All to select all items. Alternatively, click None to clear your selections.

5. When finished, click Apply. This drills down the information on the Reviews screen. 

You can sort the reviews by selecting the column you want to organize in the table and then clicking the header of that column.

Download external reviews

To export the details of the external reviews:

1. Go to the navigation bar and click Marketing .

2. In the side menu, click Reviews.

3. On the Reviews screen that opens, click Download to export the external reviews list in Excel format.        

   Note: When you use filters on the reviews screen and click Download, you only download the reviews that match your filters.

      

Download internal reviews

To export the details of the internal reviews:

1. Go to the navigation bar and click Marketing .

2. In the side menu, click Reviews.

3. On the Reviews screen that opens, click the Internal tab.

4. Click Download to export the internal reviews list in Excel format.        

   Note: When you use filters on the reviews screen and click Download, you only download the reviews that match your filters.

      

Want to learn more?

• See Get started with Marketing Pro Reputation Management

• See Match reviews

• See Manage review responses

• See Manage removed customer reviews