SERVICETITAN · DISPATCH & SCHEDULING

Plan Your Team's Capacity

Set up shifts, define zones and skills, and optimize your schedule so every technician is in the right place at the right time.

I also use:Dispatch Pro

Jump to:Set Up Your Team's Schedule Configure Skills, Zones & Activities Troubleshoot Scheduling Issues Measure Impact

Set Up Your Team's Schedule

Plan how many jobs to book each day

⚠︎ In commercial project work, capacity targets are set per project phase rather than per day of inbound call volume. Configure capacity thresholds around project schedules and crew availability — not consumer arrival windows.

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. 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.

Adaptive Capacity Home

Use adaptive availability to fill your schedule

a. Adaptive Capacity dynamically calculates available appointment slots based on technician shifts, zones, skills, and existing project job load. For commercial projects, this means scheduling windows reflect actual crew availability across active project phases — not generic arrival windows.

b. Use this data to guide call booking decisions. When a CSR books a job, they can click Get Availability in the booking flow to see real-time available time slots filtered by job type, skills, zone, and technician eligibility.

c. Monitor the impact in Reports. Look for increased fill rates during previously underbooked windows.

Adaptive Capacity Home

Manage your technicians' shifts

⚠︎ A technician without an active shift does not exist to the dispatch algorithm. Shifts are the foundational data layer — if a tech has no shift, they will not appear in capacity calculations or dispatch suggestions.

a. Go to Schedule > Technician Shifts and select the shift you want to manage.

b. Adjust the start time, end time, or working hours for the selected day.

c. To copy a shift, click Copy. This saves time when schedules repeat.

Use Technician Shifts

Handle time-off requests

a. Go to Schedule > Technician Shifts. Click on the shift and select Time Off.

b. Enter the date range, reason, and select a timesheet code, if applicable. Click Save.

c. The dispatch board automatically blocks the technician from being assigned jobs during their time off. Any existing jobs on those days will need to be reassigned.

Use Technician Shifts

Configure Skills, Zones & Activities

Set up service zones for your technicians

a. Go to Settings > Operations > Zones. Click Add to create a new service zone.

b. Name the zone and define its boundaries by adding ZIP codes and cities. Group nearby areas to minimize drive time.

c. Assign technicians to zones in Settings > People > Technicians. Select the technician, go to the Zones dropdown, and assign their primary and secondary zones.

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

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

Set up and use zones

Assign skills to your technicians

a. Go to Settings > Operations > Skills. Create skills that match your trade specialties — for example, "HVAC Install," "Plumbing Repair," or "Electrical."

b. Assign skills to technicians in Settings > People > Technicians. Select the technician and add the relevant skills.

c. Assign required skills to job types in Settings > Operations > Job Types. When dispatching, the system matches technicians who hold all required skills for each job type.

⚠︎ Every job type should have at least one skill assigned. At booking, Adaptive Capacity filters technicians to only those who hold ALL skills tied to the selected job type.

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

Schedule crews for multi-day projects

⚠︎ Crew Scheduling does not require Dispatch Pro.

a. Go to Dispatch > Crew Scheduling. This view is designed for multi-day project work where the same crew returns to a job site over multiple days.

b. Drag the Crew Leader to a job — the system auto-assigns all Crew Members. This ensures all members are clocked into the correct cost code and project phase.

c. Only the Crew Leader has permissions to complete forms and edit the job on mobile. This centralizes command for field operations.

⚠︎ For construction projects, verify material readiness before dispatching a crew. Check the "Material Status" on the Dispatch Board — if materials are not staged, do not dispatch.

Use Crew Scheduling

Dispatch Pro

Optimize dispatching with Dispatch Pro

Dispatch Pro

Run the Dispatch Pro optimizer

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). This tells Adaptive Capacity to deduct this time from available capacity.

⚠︎ Without this option enabled, the event won't affect capacity calculations.

Schedule and manage non-job events

Troubleshoot Scheduling 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

A low rate means open slots are going unfilled — review capacity settings and shift coverage.

Dashboard ↗

Efficiency

Average drive time per job

High drive times signal zone misalignment or skill-based dispatching gaps.

Reports > All Reports ↗

Coverage

Unassigned jobs at shift start

Jobs still unassigned at shift start mean capacity or staffing gaps need attention.

Dispatch > Daily Dispatch Board ↗

Punctuality

On-time arrival rate

Declining on-time rates may indicate overbooking or unrealistic arrival windows.

Reports > All Reports > search "Technician Performance" ↗