Service Titan Knowledge Base

View call tags or attach a tag to a callLast updated on 03/22/2022

When you use phone integration with ServiceTitan, you are able to attach tags to calls.


Things to know

  • Permissions must be enabled in order to view or edit call forms and tags. If you cannot view or edit call forms and tags, ask your office manager to enable permissions. Note: More information about enabling permissions is available in the Explanation of employee permissions in ServiceTitan.

  • The following permissions are available for call forms and tags:

    • View Call Forms and Tags - This gives the employee view only access to call forms and tags.

    • Edit Call Forms and Tags - This gives the employee permission to edit call forms and tags.

  • If you need to set up a new call tag, you will do this in Settings > Tag Types.


Attach a tag to the call

1. Navigate to the call.

  • From the job the call is attached to, click Calls under Job History, then click Play.

  • From the main dashboard, click on the CSR attached to the call to access the Agent Scorecard, then click on any call in the CSR's scorecard.

  • From the Unbooked Calls section of the dashboard, click on the call.

  • Use Search to find the call, then click the headset in the search results.

2. Once you locate and click on the call, you will see the Call Playback box which includes a field for Tags.

3. To attach a tag to the call, simply click on the Tags field and select the tag name. Then click Save.

Once the tag is attached to the call, you will see the tag anywhere you can view the call in ServiceTitan, including the Call Playback box, CSR scorecard, and Search.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.