Use alerts

Overview

Use alerts in ServiceTitan to notify office employees and technicians when important changes occur. Use alerts to ensure that your entire staff stays on track and up-to-date.

Things to know

• Alerts can be sent through text messages, emails, or both.

• You can set up alerts for many things, including but not limited to:

  • Job status changes

  • Email delivery failures and calls left abandoned or unbooked

  • Form completion

  • Sold estimates

• When creating an alert, all conditions applied to it must be met for it to trigger. For example, if you add a tag and a job type to an alert, the alert will only go out if a job has both the tag and the job type.

Create an alert

1. Go to the top toolbar and click Settings.

2. In the side panel, click Integrations > Alerts.

3. In the Alerts section that opens, click Add to add a new alert.In the Add alert window that opens, enter the alert details:

   1. Type: Select the type of alert. The alert details open according to the alert type you selected.

   2. Delivery Method: Select the channel by which you want to send the alert.      

      Note: Both Email and SMS method is selected by default.

   3. Recipients: Enter the name of the users who you want to get the alert.

4. When you're finished, click Save.

Edit an alert

1. Go to the top toolbar and click Settings.

2. In the side panel, click Integrations>Alerts.

3. Click Edit next to the alert you want to update.

4. Edit alert details as needed.

5. When you're finished, click Save.

Deactivate or activate alerts

1. Go to the top toolbar and click Settings.

2. In the side panel, click Integrations > Alerts.

3. Select the alert you want to activate or deactivate.

4. Click Deactivate or Activate.

Alert types

• Abandoned Call: A call is ended (call bubble is closed) without anyone having clicked into the call bubble to claim it.

• Booked Job: A job that falls within the specified parameters is booked. This type is selected by default when you want to create a new alert.

• Booking Request Dismissed: A web booking request is dismissed.

• Booking Request Received: A web booking request is received.

• Call Recording Paused: Only available with the call pausing beta [closed].

• Canceled Job: A booked job that falls within the specified parameters is canceled.

• Chat: A chat that falls within the specified parameters started.

• Completed Form: A form is completed on a job that falls within the specified parameters.

• Completed Job: A job that falls within the specified parameters is completed.

• Customer Signed Online Estimate: An online estimate is selected and signed for by a customer.

• Customer Viewed Online Estimate: An online estimate is opened by a customer.

• Dispatch Canceled: A technician's dispatch to a job that falls within the specified parameters is canceled.

• Dispatched Technician: A technician is dispatched to a job that falls within the specified parameters.

• Email Delivery Failed: An email status goes from Sent to Dropped / Bounced / Failed.

• GLSA-Booking Cool-off: A Google Local Service Ads booking nobody has accepted after 10 minutes of it being in the queue.

• GLSA-Invalid Match: A Google Local Service Ads was unable to pair their Google account in ServiceTitan.

• GLSA Booking Created: A new Google Local Service Ads job booking is created in their account.

• GLSA Booking Dismissed: A Google Local Service Ads job booking request is dismissed.

• Invoice Email Delivery Failed: An invoice email status goes from Sent to Dropped / Bounced / Failed.

• Project Status: The status of a project is changed.

• Purchase Order: Electronic and non-electronic purchase orders with their status updates, including Pending, Exported, Sent, Partially Received, Received, Sent Failed, Electronic Purchase Order Rejected, and Electronic Purchase Order Accepted.

  Tip: For Accepted and Rejected electronic POs, select Notify the creator automatically to instantly inform the PO creator.

• Sold Estimate: An estimate is sold on a job that falls within the specified parameters.

• Supplier Single Sign On: Triggered when a vendor integration with SSO login is deactivated. Users receive an alert to address access issues before they disrupt operations.

• Technician Assigned: Get notified by email or SMS when a technician is assigned or reassigned to a job. Filter by Business Unit, Job Type, Technician Teams, or Tags to control when alerts are sent. Choose who receives them and optionally include job related technicians.

  Note: The alert triggers once for each assignment change.

• Task Used: A specified task is added to an invoice. The job does not need to be completed. Does not apply to estimates. Triggers when the estimate is converted.

• Technician Next Job: A technician is dispatched to the next job that falls within the specified parameters.

• Technician Requests Additional Appointment: A technician sends another appointment request within the specified parameters.

• Technician Unassigned: A technician is unassigned from a job. Alert includes the job number, which links to the Job Record, and the service location address.

• Unbooked Call: A call is ended, determined to have been a lead, and not resulted in a job being booked.

• Unsold Job: A job is completed without having met the job sold threshold specified within the job type.

Want to learn more?

• See Overview: Customer notifications