If I have open calls that are in progress in ServiceChannel, will those sync with ServiceTitan after I set up the integration?
No, work orders already started in ServiceChannel prior to setting up the integration aren't synced with ServiceTitan so be sure to finish those in ServiceChannel.
What happens if I accidentally accept the ServiceChannel work order outside of ServiceTitan through ServiceChannel Email or Portal?
You can still manage your work orders by going to ServiceTitan, where you can accept and book jobs. Our integration automatically updates ServiceChannel with the latest information.
What happens if I accidentally accepted the ServiceChannel work order outside of ServiceTitan but dismissed it in ServiceTitan?
After a booking is dismissed in ServiceTitan, it can’t be retrieved. However, you can proceed to book a ServiceTitan job as normal. We recommend you double-check that the work order was accepted in ServiceChannel.
If the customer name isn’t the same as within our ServiceTitan account, the customer record is not pulling up. Is there anything we can do?
You can update the name in your ServiceTitan account to match the ServiceChannel name. For more on how to update the customer name in ServiceTitan, see Change the customer on an existing location record.
If you don’t want to modify the name in your ServiceTitan account, after you accept the booking in ServiceTitan, you can clear the name field:
On the Booking screen, click Accept. The customer's name, address, and phone number appear on the screen.
Click the Remove
icon, then click Search.
If the address exists in your ServiceTitan account, the search shows a list of customer and location records with that location. Select the correct location record to book the job.
Why does the work order information from ServiceChannel appear in the job Summary field and not the job-specific fields such as Job Type, Business Unit, and others when I book the ServiceTitan job?
The types of information contained in the ServiceChannel work order can vary based on the subscriber, who is the end-customer that submits the work order. While some work orders may have priority, others may not. Since the subscriber is responsible for selecting the information that should be included in the work order, ServiceTitan consolidates all of it into the job summary field to simplify the integration process.
I noticed a delay in the status changes back to ServiceChannel. What are the acceptable performance times?
This integration is highly dependent on the ServiceChannel API & webhooks; performance time may vary for each work order. The following are acceptable performance times:
Sending New ServiceChannel work order to ServiceTitan Booking: up to ~ 2 mins
Sending ServiceTitan Accept/Decline status to ServiceChannel: up to ~ 2 mins
Sending ServiceTitan job # & Scheduled status to ServiceChannel: up to ~ 20 secs