SERVICETITAN · CAPACITY PLANNING

Plan Your Team's Capacity

Know how many jobs you can handle before the phone rings. Plan shifts, manage zones, and optimize your schedule to maximize every technician's day.

I also use:Dispatch Pro

Jump to:Plan & Schedule Your Week Configure Your Team Troubleshoot Capacity Issues Measure Impact

Plan & Schedule Your Week

Plan how many jobs to book each day

a. Go to Settings > Adaptive Capacity > Settings to define how capacity is calculated. Choose what Calculation Defaults are enabled, review advanced settings, and create strategic rules.

b. Configure strategic buffers to reserve the last 10–20% of capacity for high-priority emergency calls. This prevents filling the board with low-value work days in advance.

c. To view current capacity, go to Schedule > Capacity Reporting. Use Simple Mode for a quick weekly overview or Advanced Mode to drill into specific BUs, job types, and time slots. The report shows provided capacity vs. consumed capacity so you can see which days have open slots and which are at or over capacity.

⚠︎ Every job type must have a defined Default Duration. If a duration is zero or blank, the capacity algorithm will massively overbook. This is the #1 misconfiguration in scheduling.

⚠︎ All business units in a Capacity Group must share the same arrival window profile (e.g., 8–10, 10–12) for capacity to calculate correctly.

Adaptive Capacity Home

Use Adaptive Capacity to fill your schedule

a. When booking a job, click Get Availability. The system analyzes technician eligibility, shifts, zones, skills, and existing commitments to show optimal time slots.

b. Go to Schedule > Capacity Reporting to review capacity in Simple or Advanced Mode across business units, job types, and time periods.

c. In Advanced Mode, make manual adjustments to increase or decrease capacity for specific arrival windows based on demand forecasts.

⚠︎ Tags used with Adaptive Capacity must be at the location level (not customer level) to auto-populate at booking. Customer-level tags silently fail to add skill requirements.

Adaptive Capacity: Basic setup

Manage your technicians' shifts

⚠︎ Technicians without shifts show zero capacity — they do not exist to the dispatch algorithm. Always create shifts for every working technician.

a. Go to Schedule > Technician Shifts. Click Create Shift.

b. Select the shift type (On Call, or Overnight Shift) if applicable. Set the title, date range, and repeat frequency.

c. Assign business units and technicians, then click Add to schedule.

Use Technician Shifts

Handle time-off requests

a. Go to Schedule > Technician Shifts. Click Create Shift and select Time Off as the type.

b. Set the date range and assign the technician. Click Add to schedule. The technician will not appear as available during this period.

Use Technician Shifts

Configure Your Team

Set up service zones for your technicians

⚠︎ If using Dispatch Pro, accurate Home Zones are critical. If a technician moves, update their zone immediately — otherwise the algorithm calculates incorrect drive times.

a. Go to Settings > Operations > Zones. Click Add.

b. Name the zone and define its boundaries by selecting ZIP codes and cities.

c. Assign technicians to zones in their technician profiles. Technicians without a zone assignment will not appear in zone-filtered dispatch views and may be excluded from capacity calculations.

⚠︎ Zones are scoped to a single business unit. Multi-BU tenants have separate zone configurations per BU, which affects capacity planning calculations.

Set up and use zones

Assign skills to your technicians

a. Go to Settings > Operations > Skills. Create skills that match your service specialties (for example, HVAC Install, Plumbing Drain, Electrical Panel).

b. Assign skills to technicians in their profiles. Assign required skills to job types in Settings > Operations > Job Types.

c. When booking, Adaptive Capacity filters technicians to only those who hold all required skills for the selected job type. If no technician in a given window has the required skills, the window shows as unavailable.

Manage skills for technicians and job types

Set up timesheet activities or codes

a. Go to Settings > Payroll, then edit the Timesheet Codes section. Time is tracked against timesheet codes linked to earnings codes that map ServiceTitan activities to your external payroll processor.

b. Create a timesheet code with name, code, earnings code, rate (if applicable), and employee-type visibility.

c. Click Save. Codes appear when technicians clock time in mobile.

Create timesheet activities Set up timesheet codes

Dispatch Pro

Optimize dispatching with Dispatch Pro

Create non-job appointment types (meetings, training)

a. On the Dispatch Board, click an open slot on a technician's timeline to create a Non-Job Event. Non-job events are separate from job appointments — they represent time blocks like meetings, training, or vehicle inspections.

b. Name the event, fill out the details, and set the time range.

c. When creating the event, select Include in scheduling and dispatching capacity (new Dispatch Board) or Needs a Timesheet (legacy Dispatch Board).

Schedule and manage non-job events

Set up Crew Scheduling for install projects

⚠︎ Crew Scheduling does not require Dispatch Pro.

a. Go to Dispatch > Crew Scheduling. Create crews by assigning a Crew Leader and Crew Members.

b. Drag-and-drop a Crew Leader to a job and the system auto-assigns all Crew Members. This ensures all members are clocked into the correct cost code and project phase without individual admin work.

⚠︎ Only the Crew Leader has permissions to complete forms and edit the job on mobile. Plan accordingly when assigning leaders.

Use Crew Scheduling

Troubleshoot Capacity Issues

Troubleshoot: Unassigned technician alerts not firing

a. Go to Settings > Integrations > Alerts and verify that a Technician Unassigned alert is configured for the appropriate users or roles. This alert fires when a dispatcher unassigns a tech from a job without reassigning it.

b. Check the alert conditions — confirm the notification trigger is set correctly and hasn't been disabled. Alerts can be filtered by Business Unit or Job Type.

c. Verify the job is truly unassigned. Jobs with a technician pre-selected during booking won't trigger unassigned alerts even if they haven't been dispatched.

Set notification preferences for customers

Measure the impact

Utilization

Technician utilization rate

Run a Technician Performance report or review Capacity Reporting. Target 85%+ of available hours filled with billable work.

Reports > All Reports > search for "Tech Dashboard Revenue" or "Appointments" ↗

Efficiency

Average drive time between jobs

Track on the Dispatch Board or in the Dispatch Pro Console. Shorter drive times mean better zone assignment and more jobs per day.

Dispatch > Classic Dispatch Board (or Dispatch Pro > Console) ↗

Capacity

Open capacity by arrival window

Check capacity planning settings. Identify which time slots are consistently over- or under-booked.

Settings > Capacity Planning > Configuration ↗

Revenue

Revenue per technician per day

Run a Technician Performance report. Compare across team members to identify coaching opportunities.

Reports > All Reports > search for "Tech Dashboard Revenue" ↗