Reports - FAQLast updated on 11/08/2022

Go to Reports > All Reports. Reports are arranged on cards by category.

To find a specific report, enter a few letters from the report name in the search bar at the top of the screen.

You can also use the Categories, Templates, and Created By dropdowns to filter the reports displayed.

To access a report, you must have view permissions enabled for the:

• Report template the report is based on

• Category the report is listed under on the All Reports screen

Contact your account administrator for help in setting your reporting permissions.

Legacy reports are the basic reports that originally launched with ServiceTitan. They can be filtered but are not customizable.

Custom reports are reports that you create based on report templates. Each report template focuses on a specific part of your business and covers several key performance indicators (KPIs). You can select which KPIs to include as columns in a custom report.

Note: Custom reporting is not available in the ServiceTitan Starter or Essentials packages.

Built-in reports are pre-built reports included with ServiceTitan that track commonly used business metrics.

Go to Reports > All Reports. Click on a card under the report name.

A report details screen opens that shows:

• The report description

• Who created the report

• The report template it’s based on

• KPIs included in the report

• Office employees who have access to the report

They may not have the proper permissions enabled. When you create or edit a custom report, you can share the report with other office employees as long as they have view permissions enabled for the:

• Report template the report is based on

• Category the report is listed under on the All Reports screen

We have a feature that allows you to aggregate report column data. You can configure columns to calculate sums, averages, and more. Please contact Technical Support for details.

The Jobs report template includes a Costs Total section that you can use to create job costing reports. For more, see Run job costing reports.

Note: Including payroll costs in job costing requires account configuration. Please contact Technical Support for details.

In ServiceTitan:

• Sales are based on sold estimates. 

• Revenue is based primarily on completed job invoices, but also includes membership billing, point of sale, progress billing, and adjustment invoices.

For example, a sales technician builds and presents an estimate to a customer for a $1500 install. If the customer agrees to the work, the estimate is considered sold and the estimate subtotal of $1500 counts towards the Total Sales key performance indicator (KPI). No money is exchanged because no work is performed.

Revenue is only counted after the install job is completed. If a job is booked off the sold estimate and an install team completes the job, then the invoice subtotal of $1500 that the customer pays is counted as revenue.

A sold threshold is a job type setting that determines the dollar amount subtotal when a job is considered closed or converted. This helps you run reports on how effective your team is selling and performing jobs you consider to be valuable to your business. For more, see What’s a sold threshold?

A closed job—also known as a sold job—is a sales job where the subtotal of at least one sold estimate on the job meets the sold threshold.

A converted job is a service, maintenance, or install job where the invoice subtotal meets the sold threshold.

You can run reports on close rates and conversion rates to measure technician performance and business unit performance.

Opportunities are jobs that have the potential to be closed or converted. Opportunities are compared to closed and converted jobs for calculating close and conversion rates. Opportunity types include:

• Sales opportunity—A job that has the potential to become a closed opportunity. Basically, a job that is not a No Charge job.

• Job opportunity—A job that is not a No Charge job or a completed No Charge job where the invoice subtotal meets the sold threshold.

• Membership opportunity—A job with a Potential Member or Potential Renewal tag or a completed job without a tag where a membership is sold or renewed.

Replacement opportunity—A job with a replacement opportunity tag that is not marked as No Charge or a completed No Charge job with a replacement opportunity tag where a lead was generated.

No Charge/Unconvertible by default is a job type setting that marks a job as No Charge. This is used to exclude jobs where no payment is expected from certain job performance KPIs. Typically, the setting is used for recall and warranty job types.

Note: Technicians can add invoice items to No Charge jobs. If the invoice subtotal meets the sold threshold, the job becomes a converted opportunity and is included in conversion rate calculations. If an estimate is sold on the No Charge job that meets the sold threshold, it’s counted as a closed sales opportunity and counted in close rate calculations.

If the invoice subtotal on a No Charge job meets the job type sold threshold, then the job is considered a converted opportunity. For example, if a technician goes out on a warranty job and the customer agrees to additional paid services that exceed the sold threshold, you want to make sure that the technician receives credit for the conversion.

Income items are items in your pricebook that are mapped to an income general ledger (GL) account that are used to calculate completed revenue. If an item is not mapped to an income GL account, on a sold estimate, it’s still counted towards total sales, but not counted as completed revenue on the job invoice. For accurate revenue calculations, make sure to set up your GL accounts and map the appropriate pricebook items to income GL accounts in Quickbooks or Intacct.

Conversion Rates measure job conversions, such as revenue, whereas Close Rates measure estimate conversions, such as sales. If the user wants to measure their sales technicians, they should check Close Rates.

Conversion Rate measures technicians’ ability to convert jobs.

[Converted Jobs] / [Opportunities]

Converted Job is a completed job the invoice subtotal of which meets or exceeds the job type’s sold threshold.

Opportunity is a completed job not marked as a no charge. Note: If a job marked as no charge is converted, it is considered an opportunity.

For example:

• Invoice subtotal = $99

• Job type sold threshold = $98.

• $99 is at least $98, so the job is converted.

Close Rate measures your technicians’ ability to sell estimates.

It is the ratio of jobs with at least one closed estimate from all jobs that is considered a sales opportunity to sell an estimate.

[Closed Opportunities] / [Sales Opportunities]

Closed Opportunity is a job where the technician sells an estimate whose subtotal is equal to or above the sold threshold.

Sales Opportunity is a job not marked as a no charge. Note: If a job marked as no charge is closed, it is considered a sales opportunity.

For example:

• Estimate subtotal = $99

• Job type sold threshold = $98

• $99 is at least $98, so the sales opportunity is closed.

The following KPIs can be found in the Technician Performance and Business Unit Performance report templates:

• Opportunity Conversion Rate

• Total Conversion Rate Note: This measures technicians’ conversions for all jobs, and not just opportunities. We recommend using the Opportunity Conversion Rate instead, to adhere to industry best practices.

• Converted Jobs

• Opportunities

• Completed Jobs Tip: Use the Completed Jobs KPI only with the Total Conversion Rate.

Note: A pre-built Revenue report with these columns can be found in the Technician Dashboard and Business Unit Dashboard report categories.

The following KPIs can be found in the Technician Performance and Business Unit Performance report templates. Note: A pre-built Sales report with these columns can be found in the Technician Dashboard and Business Unit Dashboard report categories.

• Close Rate

• Closed Opportunities

• Sales Opportunities

Reporting permissions are managed separately from office employee permissions. Go to Settings > Operations > Reporting Settings. On the Dashboard and Reporting Settings screen, click the Reporting Permissions tab.

For custom reports, the report creator controls who has access to it. Contact the report creator and ask them to add you to their report’s sharing settings.

You may not have edit access for all the reports you have view access for. To edit columns in a report, you must have edit permissions enabled for the:

• Report template the report is based on

• Category the report is listed under on the All Reports screen Note: Category permissions are only required for legacy reports categories (not Report 2.0 categories)

Note: For custom reports, edit permissions must also be enabled by the report creator.

Contact your account administrator to enable the proper reporting permissions.

Yes. You can only create custom dashboards with report templates you have edit reporting permissions enabled for.

If you do not have view permissions for a report template, custom dashboards based on that template appear blank.

If your co-worker does not have reporting permissions enabled for the report category and report template of your custom report, you cannot share it with them.

Contact your account administrator to enable the proper reporting permissions.

Administrators can access sharing settings for a custom report only if the report creator has shared the report with the administrator.

Note: Overriding this setting requires account configuration. Please contact Technical Support for details.