Additional ServiceTitan feature configuration optionsLast updated on 04/20/2023

• 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).

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, 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.

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

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

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 are concerned that employees who have access to invoices no longer have to do the math to see the profitability of a job.

To learn more, see 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.

To learn more, see 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 don’t 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.

To learn more, see Create an adjustment invoice.

Automatically set Payroll Date equal to Invoiced On

What this feature does

When the feature is 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 data 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.

To learn more, see Run the Job Costing tool.

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 is 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 are no relationships between your BUs and zones and you don’t have BUs specific for different areas, this feature won’t do anything.

Note: Assigning BUs to zones may impact technician pricebook access.

To learn more, see Enable business unit filtering by zip code on the call screen.

Enable custom arrival windows on jobs

What this feature does

Allows you to create set arrival windows for customers that you communicate with through 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 don’t 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.

Note: Once this feature is 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.

To learn more, see 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.

Note: Once this feature is enabled, all new customer records must include a phone number and email address. This can’t be bypassed through permissions or roles, even administrators will have this requirement.

To learn more, see Require Email and Phone in Call Booking.

Display Tenant Timezone in Global Header

What this feature does

Shows you the timezone your ServiceTitan account currently uses. If you are 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.

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 doesn’t provide quotes over the phone to customers.

Note: Estimates created in this way don’t create an opportunity that can be tracked in the Follow Ups screen.

To learn more, see Sell estimates in ServiceTitan.

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 don’t offer quotes over the phone.

Note:

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

• Estimates made using this feature don’t 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.

To learn more, see Sell estimates in ServiceTitan.

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 steps whenever a new customer record is created.

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

To learn more, see Force Residential or Commercial Selection.

Limit Jobs and Locations to be within Zones

What this feature does

Prevents CSRs from booking jobs outside of the service area unless they are in a ZIP code connected to a Zone in Settings.

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 restrict you from booking out-of-area jobs even if you booked jobs for those locations in the past.

Note:

• This feature can’t 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 can’t be used in zones.

To learn more, see Set up and use zones and Limit Jobs and Locations to be within zones.

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 don’t enter customer names with their last names first.

To learn more, see Swap Last Name First Name on Printed Estimates.

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 details 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.

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

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.

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

To learn more, see Customer notifications.

Enable Arrival Window Overrides

What this feature does

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

Note: 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.

To learn more, see 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 straightforward 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 shouldn’t use this feature.

Note: ACP requires several features that need to be enabled before you can begin using it, we recommend you discuss with Technical Support before deciding if ACP is right for your business.

To learn more, see Adjustable Capacity Planning and visit ServiceTitan Academy to enroll in Adjustable Capacity Planning Overview.

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 don’t want the beginning of your Dispatch Board to dynamically move with time throughout the day.

To learn more, see Dispatch board timeline position.

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 aren’t 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.

Note: This feature is enabled by default.

To learn more, see Enable separate authorization paragraph for Estimates.

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.

To learn more, see Hide Equipment Model Number.

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.

To learn more, see How to customize the Opportunity Status filter for expiring memberships.

Allow Membership scheduled completion

What this feature does

Allows both office employees and technicians to indicate that a membership visit was performed on a job, even if the job wasn’t originally booked as a membership visit.

Why you should use it for your business

This feature can help save your technicians and CSRs time by allowing them to complete a membership visit and an unrelated job at the same property without needing to book a second job.

Why you should not use it for your business

If you don’t offer memberships, this feature has no value for you.

To learn more, see Allow Membership Scheduled Completion.

Do Not Discount Invoice Items with Membership Sale

What this feature does

Prevents membership discounts from applying on the invoice that the membership was sold on.

Why you should use it for your business

Enable this feature if you don’t offer the membership discount on the sale of the membership and only on subsequent work.

Why you should not use it for your business

If you apply membership discounts immediately, then this feature has no value for you.

Enable Revenue Recognition Enhancements

What this feature does

Allows membership types to be set for Deferred Revenue, including features like auto-calculating revenue to be recognized on each membership visit.

Why you should use it for your business

If you use any memberships that are set as Deferred Revenue.

Why you should not use it for your business

If you don’t use memberships set as Deferred Revenue and instead recognize revenue at the point of sale, this feature has no value for you.

Note: If you are unsure of your current membership accounting setup, please consult your accountant. This feature involves a major setup, and you can work with Technical Support to ensure the setup is completed correctly.

To learn more, see Set up deferred revenue.

Location-Based Membership Tags

What this feature does

Creates membership tags and potential member tags on location records, showing additional membership opportunities for a customer with multiple locations.

Why you should use it for your business

If you don’t cover all properties a customer owns with a single membership, this feature better conveys when technicians should offer a new membership.

Why you should not use it for your business

If you cover all properties with a single membership, this feature has no value for you.

Note: A location is considered to have a membership if it receives discounts.

Membership Renewal Months

What this feature does

Determines when the conversion tag Potential Membership Renewal populates prior to a membership expiring. By default, this tag begins showing three months before the expiration of the membership, but it can be changed.

Why you should use it for your business

If you want to change the time frame ServiceTitan starts recommending a membership renewal to technicians.

Why you should not use it for your business

If you want ServiceTitan to show you renewal opportunities once the customer is within the default three months of expiring.

Use Sold Hours for Recurring Events Job Duration

What this feature does

The duration of a job booked from a recurring event is determined by the sum of sold hours on the items in the invoice template.

Why you should use it for your business

If you offer memberships for multiple units and want to automatically reserve more time for such visits.

Why you should not use it for your business

If you don’t want to change the number of expected hours for a membership visit based on the number of units, or you have yet to set up sold hours on your pricebook items used on recurring service invoice templates.

Enable Customer Membership PO Numbers

What this feature does

Adds a field on Customer Memberships Edit page that can be filled in with a PO number. When enabled, this field will print onto any billing invoice for the membership.

Why you should use it for your business

If you have memberships that customers need to track through their own PO number, this configuration can help them more easily identify which invoices are for which PO numbers.

Why you should not use it for your business

If you don’t have customers that require tracking memberships with their own PO number, this configuration has no value other than populating a field on billing invoices.

To learn more, see Enable customer membership PO numbers.

Allow pricebook items to be assigned to business units

What this feature does

Sets a pricebook item to always be assigned to a specific business unit, regardless of the business unit on the invoice. If no business unit is selected for the item, it continues to be assigned to the business unit of the invoice it is added on each time.

Why you should use it for your business

Ensures that chosen services and equipment are always credited to a specific business unit for reporting purposes, regardless of which business unit the job or invoice is performed under.

Why you should not use it for your business

If you want to keep the default behavior of invoice items always adopt the business unit selected on the invoice.

Note: The General Ledger Accounts feature must be enabled and configured.

To learn more, see Allow pricebook items to be assigned to business units.

Enable Materials Charge

What this feature does

Allows materials to have a price that can be charged to customers if a technician is selling a part directly to the customer.

Why you should use it for your business

If you want your technicians to be able to sell parts directly to a customer without requiring to have a service linked to that part. For example, enable the Enable Materials Charge configuration if you want your technicians to be able to sell a package of filters, instead of only being able to sell the filter as part of a filter installation.

Why you should not use it for your business

If you don’t want your technicians to be able to sell parts and materials directly to customers without an attached service.

Note: If your account is configured for different tax rates on services and materials, then materials will be taxed at the Material Tax Rate.

To learn more, see Charge for materials on invoices and estimates and Enable Material Charge.

Enable Pricebook Configurator

What this feature does

Allows access to pricebook backup files that are created when a pricebook is imported. Also, it allows you to use the Pricing Setup Wizard if you have completed the required information section in your pricebook.

Why you should use it for your business

Lets you access and potentially roll back to a previous version of your pricebook in case something goes wrong.

Why you should not use it for your business

To use the Price Setup Wizard, there are a number of steps you should complete first, including configuring sold hours and linked materials for all services.

Note: You don’t need to use the Price Setup Wizard to see and use the History tab.

To learn more, see Set up the Price Setup Wizard and Enable Pricebook Configurator.

Minimum Time in Pricebook

What this feature does Allows adding a minimum labor time in the Pricebook. If the minimum labor time is more than the sold hours, the Price Setup Wizard uses the minimum labor time for the pricing calculation.

Why you should use it for your business

If you use the Price Setup Wizard and you need to track sold hours for reporting separately from hours used to calculate prices.

Why you should not use it for your business

If you don’t use the Price Setup Wizard to set and update your prices, then the minimum time in Pricebook won’t provide any value.

Note: If you enable this configuration, it will change how the technician efficiency report calculates the difference between the expected time to complete a job and the actual time on each job.

Project Single Invoice View

What this feature does

When a job is part of a project, your technicians can view the project invoice from the Invoice tab in ServiceTitan Mobile instead of the job invoice. The project invoice includes all line items and payments for every invoice within the project.

Why you should use it for your business

If you want your technicians to always see the full scope of work by default when on a job site.

Why you should not use it for your business

If you want your technicians to only be able to see the work that is on the invoice for the job they are currently working on, and not the entire project.

Note: Some signatures gathered on the first job in a project will carry over to subsequent jobs.

To learn more, see Project Invoices in Mobile.

Enable Item Groups

What this feature does

Allows your technicians to combine multiple items into a single price on an invoice.

Why you should use it for your business

If you want to create services with multiple subcomponents for a single price.

Why you should not use it for your business

If you don’t want to create services with multiple subcomponents for a single price and you prefer to show the full line item detail regarding pricing.

Note: The sub-items aren’t shown in detail on the customer’s invoice. Only the item group price is shown. Also, the Enable Item Groups configuration doesn’t work from the office at this time.

To learn more, see How to create and use item groups.

Enable Technicians to Mark Items as Unbooked

What this feature does

Allows your technicians to choose whether or not an item removed from an invoice that was added from an estimate conversion will be performed on another job.

Why you should use it for your business

If you want to reduce the number of calls needed from the field to dispatch for work that is being move