Service Titan Knowledge Base

Additional ServiceTitan feature configuration optionsLast updated on 04/07/2022

ServiceTitan includes a large set of optional features that may or may not be suitable to the needs of your business. During onboarding, Technical Support works with you to select the best features for your business. Here, you can learn about additional ServiceTitan features that you can enable for your account.


Things to know

  • The features below can only be enabled by Technical Support. You can’t enable or disable these features yourself.

  • Most of the following features apply to your ServiceTitan account, and most can’t be enabled or disabled for specific employees, roles, or business units (BUs).


Enable additional ServiceTitan features

Technical Support can help you decide whether or not these features are right for your business. Because some features require substantial configuration and can have a large impact on how ServiceTitan works, make sure to read each entry carefully and have a discussion with Technical Support before proceeding.

To have one or more of the following features enabled, contact Technical Support.

Before enabling a configuration option, first enable it in a NEXT or training environment so you can ensure that the configuration works for your business. For more on NEXT, see Using ServiceTitan NEXT.


Understand ServiceTitan feature configurations

Below are each of the feature configurations you can enable or disable in ServiceTitan.

Use the Topics Covered menu on the right to navigate to between categories.


Accounting

Display Income on Job Costing

What this feature does

Shows revenue, calculated by invoice item general ledger accounts, on the Job Costing flyout window in the invoice record.

Why you should use it for your business

If you want to reduce the time needed to see the profitability of a job at a glance and you are tracking job costing information in ServiceTitan.

Why you should not use it for your business

If you’re concerned that employees who have access to invoices no longer have to do the math to see the profitability of a job.

Learn more

Run the job costing tool

Allow Setting Tax Status Per Invoice Item

What this feature does

Allows you to change whether or not each item added to an invoice is taxable, regardless of the default currently set within the pricebook.

Why you should use it for your business

If you need to be able to sell certain services as taxable in some cases, but not taxable in others.

Why you should not use it for your business

If your business charges either all of your customers or none of your customers sales tax, this option has no value for you.

Learn more

Create an adjustment invoice

Create Adjustment Invoices Before the Original Invoice

What this feature does

Lets you create an adjustment invoice prior to the parent invoice being in a posted status. This is commonly used for third party billing workflows.

Why you should use it for your business

If you use third party billing on customer invoices, this can help smooth out the workflow by allowing the final accounting steps to be done at an earlier point.

Why you should not use it for your business

If you do not want to have adjustment invoices being created while the parent invoice can still be altered to account for the changes, this configuration should be left off.

Learn more

Create an adjustment invoice

Automatically set Payroll Date equal to Invoiced On

What this feature does

When enabled, the Payroll Date will be filled in upon job completion automatically.

Why you should use it for your business

If your company uses payroll date for exceptions that have to be managed, this configuration can save time by automatically populating the majority of invoices, leaving only the exceptions to be manually adjusted.

Why you should not use it for your business

If your company either doesn’t use Payroll Date, or needs to edit the payroll dates of most invoices, this configuration should be left off.

Learn more

Run the job costing tool


Call booking

Enable business units filtering by ZIP code on the Call Screen

What this feature does

Allows you to assign business units (BUs) to zones. When selecting a location for a job, the BUs assigned to the location’s zone are shown at the top of the BU list.

Why you should use it for your business

If you have BUs tied to specific geographic regions or service areas mapped to zones, this feature can reduce user error when you select a BU for the job.

Why you should not use it for your business

If there’s no relationships between your BUs and zones and you do not have BUs specific for different areas, this feature will not do anything..

Important details

Assigning BUs to zones may impact technician pricebook access.

Learn more

Enable business unit filtering by zip code on the call screen(video)

Enable custom arrival windows on jobs

What this feature does

Allows you to create set arrival windows for customers that you communicate with via customer notifications, while still tracking internally on the dispatch board based on the job type duration.

Why you should use it for your business

If you have a different set of hours you quote to customers from your internal company schedule, this feature allows you to use both at the same time. This feature is also required for Adjustable Capacity Planning.

Why you should not use it for your business

If you do not provide customer arrival windows that are different from the internal time expected for the job, then this feature has less value to you, but is still a prerequisite for the Adjustable Capacity Planning feature.

Important details

Once enabled, your ServiceTitan administrator must configure arrival windows in Settings. Until arrival windows are configured, CSRs can manually add an arrival window. After arrival windows are configured, all jobs are assigned an arrival window. Therefore, it is highly recommended that you coordinate the time of enabling this feature at an off hour for your call booking teams.

Learn more

Set up arrival windows

Require email and phone in call booking

What this feature does

Requires both a phone number and an email address when a new customer record is created.

Why you should use it for your business

Ensures that a phone number and email address are gathered each time a new customer record is created.

Why you should not use it for your business

If you commonly have customers who prefer not to provide an email address or phone number, this feature will still require an email address and phone number, which can prompt CSRs to enter fake details during call booking.

Important details

Once enabled, all new customer records must include a phone number and email address. This cannot be bypassed via permissions or role, even administratorswill have this requirement.

Learn more

Require email and phone in call booking (video)

Display Tenant Timezone in Global Header

What this feature does

Shows you the timezone your ServiceTitan account currently uses. If you’re in a different timezone than the one your ServiceTitan account is set for, you can see the difference in hours between your timezone and your ServiceTitan account’s timezone.

Why you should use it for your business

If your business operates across multiple time zones, this feature can make it easier for CSRs to quickly identify the number of hours they need to adjust for. This feature is also great if you use a third party call center.

Why you should not use it for your business

If you only operate in one timezone, this feature has no value for you.

Learn more

Enable Estimate Creation During Call Booking

What this feature does

Allows your CSRs to create an estimate after selecting a location but prior to booking a job during call booking. If the job is booked, the estimate shows on the job for the technician to use when they arrive.

Why you should use it for your business

If your company provides quotes over the phone to customers.

Why you should not use it for your business

If your company does not provide quotes over the phone to customers.

Important details

Estimates created in this way do not create an opportunity that can be tracked in the Follow Ups screen.

Learn more

Build and sell estimates from the Call Booking screen

Allow Building Estimates without a Customer or Location

What this feature does

Allows you to create an estimate before selecting a location during call booking.

Why you should use it for your business

If you want your CSRs to create estimates for quotes made over the phone before you create a record for the customer. Use this feature for customers who won’t tell you their address, or if you want to quickly check the price of a potential job.

Why you should not use it for your business

If you do not offer quotes over the phone.

Important details

  • This feature requires the Enable Estimate Creation During Call Booking feature to be enabled.

  • Estimates made using this feature do not create an opportunity, and are not tied to any customer or location record unless the job is booked. If the customer calls again for the same estimate, you’ll have to rebuild it.

Learn more

Build and sell an estimate from the Call Booking screen


Customer and location records

Force Residential or Commercial Selection

What this feature does

Shows income, calculated by invoice item general ledger accounts, on the Job Costing flyout on an invoice page.

Why you should use it for your business

If you charge different tax rates for residential or commercial customers, or if you need to run different reports for residential or commercial customers.

Why you should not use it for your business

If your business doesn’t work with commercial customers, then this feature adds unnecessary step whenever a new customer record is created.

Important details

No permissions are associated with this feature, and applies to all office users, including administrators.

Learn more

Force residential or commercial selection

Limit Jobs and Locations to be within Zones

What this feature does

Restricts any jobs from being booked unless they are in a ZIP code connected to a Zone in Settings, preventing CSRs from booking jobs outside of the service area.

Why you should use it for your business

Protects CSRs from booking an out of area job by mistake.

Why you should not use it for your business

If you do any work outside of your normal zones, this setting can prevent you from booking those jobs. This feature will also restricts you from booking out of area jobs even if you booked jobs for those locations in the past.

Important details

  • This feature cannot be overridden or bypassed by your ServiceTitan administrator once enabled.

  • To use this feature, first create zones and add each ZIP code you service to appropriate zones.

  • Wildcards cannot be used in zones.

Set up and use zones

Limit jobs and locations to be within zones (video)

Swap Last Name First Name on Printed Estimates, Invoices and Customer Emails

What this feature does

Swaps the first and last names of customers on all customer facing-documents, including invoices and estimates.

Why you should use it for your business

If you enter customer names with their last name first, this feature is a more customer friendly format for customer-facing documents.

Why you should not use it for your business

You do not enter customer names with their last names first.

Learn more

Swap last name first name on printed estimates (video)

Hide Items

What this feature does

Affects the Invoice Print view that your customers see, removes all line items, and leaves only the summary and totals at the bottom of the invoice.

Why you should use it for your business

If you want to always hide line item detail from customers.

Why you should not use it for your business

If you have any instances where line item detail must be shown to customers, this configuration must remain off.

Important details

Enabling Hide Options is global, and can only be fully on or fully off.

Learn more


Customer notifications

Dispatch Email From

What this feature does

Prevents a dispatch notification email from being sent to technicians.

Why you should use it for your business

Reduces potentially unnecessary messages being sent to technicians.

Why you should not use it for your business

If your technicians prefer to receive an email that includes information already shown in ServiceTitan Mobile.

Important details

Technicians still receive dispatch text notifications if this feature is enabled.

Learn more

Customer notifications


Dispatching

Enable Arrival Window Overrides

What this feature does

Allows you to override arrival window settings for certain days, giving you more flexibility in booking.

Why you should use it for your business

If you want to use custom arrival windows for certain days such as holidays or specific events.

Why you should not use it for your business

If you want to use the same arrival window settings for each day of the year, then this feature has no value for you.

Important details

Arrival window overrides must be configured on a per-day basis. For example, if you want to override arrival window settings each Tuesday to account for staff meetings, then you’ll need to set the override each Tuesday manually.

Learn more

Enable arrival window overrides

Adjustable Capacity Planning

What this feature does

Gives you control over how many hours of jobs you want to schedule each day. Adjustable Capacity Planning (ACP) tracks technician capacity based on working shifts and the total number of job hours currently booked. This feature also provides a cleaner job booking flow by showing open time slots over the next seven days when scheduling a new job.

Why you should use it for your business

If you want your CSRs to select an arrival window while booking jobs with full insight into how many jobs you want to bring in for any given length of time.

Why you should not use it for your business

ACP requires multiple configuration steps to set up properly. If you won’t have time to configure ACP, you should not use this feature.

Important details

Because ACP requires several features that need to be enabled before you can begin using it, talk with Technical Support before to decide if ACP is right for your business.

Adjustable Capacity Planning

Adjustable Capacity Planning Overview(Academy course)

Variable Speed Dispatch Board Scrolling

What this feature does

Makes it easier to drag and drop jobs on the Dispatch Board by scrolling faster when you drag jobs further up.

Why you should use it for your business

If you drag and drop jobs on the Dispatch Board frequently and want to be able to do so faster.

Why you should not use it for your business

If you don’t need to scroll vertically through the Dispatch Board to see each of your technicians, this feature has little value for you.

Dispatch Board Timeline Position

What this feature does

Sets whether the Dispatch Board begins with a fixed time on the left, or automatically loads to the current time on the left.

Why you should use it for your business

If you want the beginning of your Dispatch Board to dynamically move with time throughout the day.

Why you should not use it for your business

If you do not want the beginning of your Dispatch Board to dynamically move with time throughout the day.

Learn more

Dispatch board timeline position(video)


Estimates

Enable Separate Authorization Paragraph for Estimates

What this feature does

When disabled, this feature causes an authorization signature gathered on an estimate to also count as the authorization signature for the invoice.

Why you should use it for your business

If you’re not operating in a state that requires separate authorization signatures on the scope of the work and another to begin work, disable this feature to remove an unnecessary signature requirement.

Why you should not use it for your business

If you operate in a state that requires separate signatures for estimates and to start work, keep this setting enabled. To learn more about whether or not you should use this feature and how to write authorization paragraphs, consult with your legal team

Important details

This feature is enabled by default.

Learn more

Enable separate authorization paragraphs for estimates(video)


Equipment

Hide Equipment Model Number

What this feature does

Hides equipment model numbers on customer invoices.

Why you should use it for your business

Helps to prevent customers from getting quotes from competitors by making it more difficult to offer the same piece of equipment.

Why you should not use it for your business

If you want customers to be able to see the model number of equipment on invoices.

Learn more

Hide equipment model number(video)


Follow ups

Enable Custom Opportunity Status

What this feature does

Allows you to create a custom opportunity status for the Expiring Memberships tab in Follow Ups. Each membership opportunity can be assigned a different status, allowing you to filter the list by the new statuses.

Why you should use it for your business

Some companies use their own methods for tracking membership renewals. If this applies to your business, you can customize the Opportunity Status filter to support whatever process you use for membership renewals.

Learn more

How to customize the Opportunity Status filter for expiring memberships