Customer Portal- FAQLast updated on 03/22/2022

The Customer Portal is a web portal where your customers can view their outstanding invoices, service history, and request appointments.

Before you can access the Customer Portal, an administrator needs to review and accept the Legal Agreement. Additionally, you need to enable the Customer Portal toggle, for more information see Customer Portal.

To access the Customer Portal, go to Settings > Communications > Customer Portal. The Customer Portal link is set in the Host field.

Yes. You can reset your portal for your Host Name. To set up your Customer Portal Host name use a unique, and easy-to-remember name related to your business.

No, if you use the Host name ServiceTitan has reserved, you’ll get an error message asking you to choose another name.

Yes, there is. The characters maximum limit is 63 and minimum limit is five.

Note: All characters should be in lowercase.

Yes. You can log in the Customer Portal and view your open Invoices and Service History even if you don’t have ServiceTitan Payments enabled, but you can’t make any payment.

No. You can’t make a payment.

To process credit cards through the Customer Portal, you must have ServiceTitan Payments set up and enabled.

Yes. If you have more than one profile the Customer Portal shows Service History and Invoices from all profiles that are associated with the same email address. Once you click the Invoice tab then click the bill to dropdown to select the customer you want to look at.

Yes, they can select multiple invoices to pay at one time.

You can view the payments made online through the Customer Portal in the job’s audit trail.

To get more benefit of using the Customer Portal, encourage your customers to use the Customer Portal by sending them the link in email, add the link in your invoice email template, or embed the Customer Portal link on your website with a prominent call-to-action.

Yes, customers can pay with their GreenSky virtual card, but they can’t apply for GreenSky in the Customer Portal.

Yes. If the Web Appointment Scheduler is enabled your customers can submit appointment requests for jobs in your customer portal. To set this up, go to Settings > Customer Portal and toggle on the Appointment Scheduler.

The Web Appointment Scheduler requests appear under Bookings on the call booking screen and you can book jobs through the booking request. For more information on this see Manage Bookings.

Yes, they appear in the history tab, but not on the invoices tab.

If you think that a job is missing, make sure that the job’s business unit is selected.

To check if the job’s business unit is selected:

1. In ServiceTitan, go to Settings > Communications > Customer Portal.

2. Check if the business unit is selected in the Allow customer portal user to view and download invoices for jobs associated with the following business units section.