Onboarding Guide - FAQLast updated on 09/09/2022
What do I need to get started?
Your account representative will create an account for you. Please check your email, click the link and create a password. When you access Jumpstart, you'll need your company's basic details. The quick business set up guide helps you enter:
The company name, street address, city, state, ZIP code, country, phone number, EIN number, service area, and customer types
The names, emails, office phone numbers, and positions of your employees and technicians
The trades and business units your business uses
The types of jobs your business performs Note: During the initial setup, make sure to select the job types that are most useful for your business. For more information, see Set up and use job types.
Details about your operational processes; memberships, payroll, sales tax, accounting and pricebook- related questions. For example, the main workflow by which your business runs
The marketing campaigns your company uses
A bank account number you'll use to pay for your monthly ServiceTitan services
After you complete your Jumpstart journey, go to TitanAdvisor. To learn more about TitanAdvisor, see TitanAdvisor: Prepare to Launch.
What if I don’t have all that information?
Don't worry. Add as much information as you know to continue. You can review it all with your implementation manager when you're done. If you want to add more later, you can do that in ServiceTitan at any time.
What if I leave the guide before I finish?
If you leave and return, the guide takes you back to where you were when you left and prompts you to continue. You can save before signing out by clicking the menu at the top left corner of the screen.
How long will this take?
This setup guide should take as little as 30 minutes and as long as 1 hour. The time will depend on the size of your business.
What if I want to bypass the guide to get to my ServiceTitan account?
To ensure you have a seamless experience when you first use ServiceTitan, we require businesses to enter their basic information using this guide. Once you complete the seven (7) quick steps, you can access ServiceTitan and see your account. You don't have to add everything. You don't have to add everything—just enter what you know. You can always add or edit later in ServiceTitan.
Can more than one person work on the guide at the same time?
Yes, but only one person can work on each step in the guide at a time. Only the first person to begin work on the guide can access subsequent steps in the guide. Once a step has been accessed for the first time, it can then be completed by other authorized members of your team.
For example, if an administrator begins the guide and works on your company profile, then another administrator or owner cannot work on the company profile or any subsequent steps. If the POC (Point of Contact - the primary person at your business that is leading your ServiceTitan setup) tries to edit the company profile while the administrator works on it, they will be notified that they cannot make any changes until the administrator saves their work.
Once the administrator saves changes to the company profile and moves on to importing employees and technicians, the POC can then make changes to the company profile step of the guide. If the administrator signs out of the guide, then the POC can complete both the company profile and importing employees and technicians, as well as move on to subsequent guide steps.
What if my information is incorrect?
No problem. You can review the information as you go and edit as needed within the setup guide. Once you complete the guide, you can correct any mistakes and edit directly within ServiceTitan. Your implementation manager can also help review the information and guide you to make any changes needed.
What if I have multiple locations?
All we need is your primary location to get you started. Your implementation manager will discuss your locations and recommend how best to set up your company within ServiceTitan.
What states should I use for my business to operate?
There are certain regulations for some states. Please make sure to select the correct state you’re doing business in as it affects how ServiceTitan sets up your account.
What if only a small part of our business is Residential or Commercial?
You should still select them because there are some different workflows for each that you will want to be set up.
Employees and technicians
How can I import my employee or technician data in bulk?
On the Add Office Employees or Add Technicians screen, you can upload a file instead of manually entering each employee and technician. The guide will ask you to first download our template and enter your employee or technician information. When you’re done, save the file on your computer and upload it using the prompt. If you want to import both employees and technicians, you’ll need to download the template once from the Employee screen, and again from the Technician screen as we need slightly different info for office employees and technicians.
What’s an office phone number?
An office phone number is the direct dial ID (DID) phone number to reach office employees at their desk. For example, (818) 555-1111 might be the main phone number of your company and connects to every phone in the office when a call comes in. Each employee can have their own office number to bypass the main company line. This eventually helps you identify which number belongs to which employee and use it for reporting in ServiceTitan.
Why are company roles important?
When you select a company role for your office employees and technicians, we will automatically assign a set of permissions for each user. For example, an Administrator has the highest level of access whereas a CSR or Dispatcher has a more limited level of access to information and settings.
If a technician does not have a mobile number, should I enter an office number instead?
For technicians, we don’t ask for an office number as the number is used for sending notifications. Since most technicians are out on the field, we ask for a mobile number so you can reach them when they’re out on a job. If a technician does not have a mobile number, you can enter their email instead.
What if I can’t find the job title for an employee or technician?
Select the company position(s) that mostly relates to what the employee or technician does on a day-to-day basis. Employees can be assigned up to 5 company positions, and technicians can be assigned up to 3.
What’s a managed technician?
A managed technician is any technician generating revenue for the company. This means technicians who are out in the field taking jobs, managing estimates and invoices, and receiving credit for selling or performing work. Note that any technician whose only company position is “Helper” is not considered a managed technician. Technicians labeled “Helper” have limited permissions and access in ServiceTitan Mobile, and cannot be sent out to any job without a managed technician.
To learn more, see Managed technicians and non-managed technicians.
What’s the difference between a managed technician and non-managed technician?
Both managed and non-managed technicians can access ServiceTitan Mobile to dispatch themselves to jobs and note arrivals, clock in and out, access forms, and create purchase orders. But only managed technicians can do things that ultimately impact your bottom line, such as adding tasks to invoices, converting estimates, and taking payment. All jobs in ServiceTitan require at least one managed technician to be assigned with a timesheet entry.
For more on the differences, see Managed technicians and non-managed technicians.
Why doesn’t the number of managed tech licenses match with the number I purchased?
This may be due to the set number of managed technicians you agreed to in your Customer Success Agreement. When you create technician profiles in ServiceTitan, all technicians are considered a “managed technician” unless you assign them a Helper company position. Helpers are not managed technicians. All jobs require that you have at least one managed technician to assign to a job. If you signed up for the minimum access level of three (3) managed technicians, you will be billed for the three (3) managed technicians even if you have added fewer than three technicians.
Important: 1) If you signed up for more managed technicians in your Customer Success Agreement (CSA) than what you entered into the setup guide, please contact your ServiceTitan Account Executive to adjust your CSA. .Otherwise, ServiceTitan will bill you for the total number of managed technicians in your CSA 2) If you entered more managed technicians than what you originally signed up for in your CSA, it’s not a problem. Just be sure to review the information for each managed technician; ServiceTitan will bill you for the total number of managed technicians you have entered.
Trades and business units
What if my trade isn’t listed?
Select More Options, and then select a trade from the dropdown. If you still don’t see your trade, select Other and enter your trade’s name. You’ll be prompted to enter your trade name.
What’s a business unit?
In ServiceTitan, a business unit is generally a division within your business. For example, if you run a business that has multiple departments, such as install and sales, classify each department as a unit in ServiceTitan. When there’s revenue or tasks completed for each, you can track performance separately in reports. After you set up all your business units, you can track and report on them. If you have multiple locations, you can assign business units to those, too.
As a best practice, we recommend you create the following business units for each division: install, service, sales, and maintenance.
Job types and tags
What’s a job type?
Job types are general categories of work based on the customer calls you receive most. When booking a job, you can assign a common job type (for example, one or two words that best describe why your technician is visiting a customer) to identify the type of job it is, urgency factor, and the average time it takes to address the work. This helps your team know what to expect before they arrive to a job and when you’re scheduling and dispatching jobs.
As a best practice, we recommend keeping a manageable list of job types and using one or two words as job type names. This will make it easier for your CSRs to select the correct job type when booking a job. When you set up your business in ServiceTitan, we’ll provide you with a list of the most common job types for your trades. You can edit them as you need at any time.
Why is adding tags important, and what can I do with them?
Adding tags helps you flag anything from customers, jobs, and locations, easily highlighting key items when using your ServiceTitan account to run your business. You can also add tags to identify customer membership types, types of equipment they have, and supplies needed for a job associated with a job for a customer. When creating tags, keep them short and sweet! This will make it easier for you and your team to identify them. Tag names should be 30 characters or less.
Why am I selecting operations? Why are they important?
We need this information to know how you operate your business operations so that we can recommend to you the features ServiceTitan offers from which your company can benefit.
My accounting software is not listed, will I still be able to get accounting information from ServiceTitan into my accounting software?
ServiceTitan has dedicated integrations with QuickBooks Online, QuickBooks Desktop, and Intacct. If you don’t use any of these then you will still be able to export from ServiceTitan and import into your Accounting software.
What is a pricebook?
A pricebook is the list of everything you might purchase from suppliers or sell to customers. This includes the services you offer such as drain cleaning, or blower motor replacements, the materials you use during jobs, and the equipment you install. Your pricebook can also include items that represent other costs or revenue generators, such as memberships, permits, and dispatch fees.
Additionally, your pricebook can include powerful selling tools such as upgrades, recommendations, images, videos, and descriptions. Your pricebook will be used by your technicians in the field and by your office staff, and can be organized using categories and subcategories to help drive efficiency.
If you’re not sure how your company manages your pricebook, click I need help creating one in the setup guide. Your implementation manager will discuss the various options, including ServiceTitan Pricebook Pro.
What file formats can I use to attach my pricebook information?
We support the following file formats: CSV, XLS, XLSX, PDF, DOC, PNG, and JPG. The maximum file size is 5 MB. You can upload up to 6 files for a total of 30 MB.
What do I do if I don’t have a pricebook?
You can use Pricebook Pro to create a new and improved pricebook to use with ServiceTitan. Learn more about Pricebook Pro.
What is a marketing campaign?
Think of a marketing campaign as how your customer heard about you. Yelp listings, Google search ads, direct mail/flyers, and even your business cards are considered campaigns in ServiceTitan. When you set up your business in ServiceTitan, you see a list of the most common marketing campaigns used by other home service businesses. You can edit those and make them your own.
Once you have campaigns in ServiceTitan, you can easily track jobs to marketing campaigns, empowering you to see which marketing campaigns are driving the most sales, calculate the daily cost, and measure the ROI on your marketing spend. We recommend you associate a unique phone number with each marketing campaign. If you already use unique phone numbers for campaigns, you can add those during the business setup. Otherwise, your implementation manager will set up a phone integration and create virtual phone numbers for each of your campaigns, enabling you to track the effectiveness of your marketing efforts that way.
Automated Clearing House (ACH) is a network used to make electronic payments, moving funds from one bank to another. In ServiceTitan, ACH is free and an easy way to make monthly payments for your ServiceTitan services. All you do is connect your company bank account and ServiceTitan does the rest. For added security, we’ve partnered with Plaid—a secure and popular payment processing service trusted by companies across a number of industries.
For more on ACH in ServiceTitan, see Set up ACH payment.
How do I know my bank information is secure?
ServiceTitan cannot see or access the bank information that you provide, and uses Plaid, an industry leading and super secure payment processor, to handle all ACH connections, inquiries, and payments. For more on how Plaid keeps your bank information safe, review their security policies.
What if I don’t want to enter my bank login credentials?
If you don’t want to provide your bank’s login credentials, you can manually connect your bank to ServiceTitan using your account and routing numbers. Here’s how:
When prompted, click Connect Your Bank.
Review and accept the terms of service.
When the Sync Plaid to ServiceTitan pop-up opens, click Continue.
Enter some letters into the search bar and click Continue.
Select either Checking or Savings and click Continue.
Follow the workflow and enter your bank’s routing number and account number, and then confirm your account number.
To learn more about using ACH payments with ServiceTitan, see Set up ACH payment.
How do I pay by credit card?
You can pay by credit card only if your ServiceTitan account was set up with the option to use this form of payment. If your account allows you to pay via ACH, connect your company bank account and ServiceTitan does the rest. If your account allows for either form of payment, you won’t need to enter your ACH information in the Billing section. Your ServiceTitan account executive has already collected your company credit card information which will be used to make monthly payments for your ServiceTitan services.
Canada only: ServiceTitan takes credit card payments only for customers in Canada. ACH is not available in this region at this time.
How does ServiceTitan protect my data?
What accounting software do I need to use to export my data?
You can use the accounting software products integrated with ServiceTitan, or you can use any accounting software you want. You can still export your accounting data from ServiceTian to your accounting software.
How do I go live?
Once you’ve finished adding your information, your implementation manager will guide you the rest of the way, ensuring you have a successful go-live experience. It starts with scheduled calls to review your data, accounting, and current business processes to ensure everything is set up correctly in ServiceTitan. We’ll also provide information about other services we provide to help optimize your business, such as our ServiceTitan Pro products (including Marketing Pro, Pricebook Pro, Phones Pro, and Payroll Pro) to help increase your efficiency and bottom line. After you complete Jumpstart, TitanAdvisor: Prepare to Launch guides you through setting up required features and completing the required training in preparation for a successful ServiceTitan launch.
What is the benefit of importing my data into ServiceTitan early in the Onboarding process instead of doing it later?
We recommend you take advantage of the data import in this setup guide. This enables you to save time by quickly connecting to your data source and pulling the most important information needed into your ServiceTitan account. By completing this step in the setup guide, you’ll have a chance to review your customer and job data in ServiceTitan to ensure accuracy and help you go live faster.
The most common reason for a delayed go-live date with ServiceTitan is because something went wrong during the data import process. Connecting your data sources to ServiceTitan sooner rather than later makes it easier for you and the ServiceTitan Onboarding team to make sure that all of your data was imported correctly.
What if I don’t know what kind of software our company is using?