Service Titan Knowledge Base

Dispatch efficiently with Map 2.0Last updated on 09/14/2022

Map 2.0 empowers you with the information you need to make better dispatching decisions, sending out the right technician to the right job at the right time. It gives you the geographical context you need to optimize technician routes to decrease drive time and increase profitability. This feature enables businesses that have larger numbers of technicians and business units to more quickly and easily filter page views to reflect complex combinations of technicians, business units, and other crucial dispatching elements.

Strategic planning for dispatching is also possible with Map 2.0. View multi-day route maps and pinpoint where you can be more effective in dispatching technicians.


Things to know

  • With Map 2.0, you are working with two screens or tabs open, one with the map and one with the Dispatch Board.

  • Map 2.0 is color-coded by technician. The jobs that you assign to a technician display in the same color as that technician, and are numbered in order from the first through the last job of the day.

    • Colors are assigned automatically to make it easier for you to distinguish between each technician and the map. The colors used are designed to have as much contrast as possible, letting you spend less time on finding technicians on the map and more time making decisions.

  • To get the most out of Map 2.0, be sure to verify all job locations and technician addresses. If a technician’s address isn’t set on the Technician Settings page, you’ll still see their route for the day on the map, but it won’t necessarily be as precise. For more about Google address validation, see step 3 for how to add a new customer.

  • The map stays zoomed-in on the area of focus you were last viewing. This allows you to get to work as soon as you access the map.

  • Optimize Technician Route won't touch jobs that are confirmed. To optimize the rest of the route while keeping a particular job in place, mark it as confirmed. If you don’t want a job to be optimized, mark it as confirmed. For more, see Use Job Confirmations.

  • When viewing the map in either Date Range mode or on a date other than the current date, technicians are shown at their verified home address.

  • Technicians are shown at their home address if they cannot be reached by GPS.


Understand the job and appointment icons

Aside from the technician icons and the numbered icons for assigned jobs and appointments, the other two icon types on Map 2.0 are for unassigned jobs and appointments. The icons each come in four different colors, each representing a different priority level, with dark red for urgent, red for high, black for normal, and grey for low.

Priority levels come from the job type. To learn more, see Set up and use job types.

urgent appointment

high-priority appointment

normal-priority appointment

low-priority appointment

urgent job

high-priority job

normal-priority job

low-priority job

When you hover over a job on the map, you see information about the job.


Reduce drive time

Use the single-day view of the map to optimize job assignments for technicians based on geographical efficiency:

  1. Go to the navigation bar and click Dispatch.

  2. Click Map 2.0.

    The route map opens in another window.

    • Keep the Dispatch Board open so that you can change or make technician assignments.

    • If this is the first you’re using the map, then it opens to the daily route for the current day by default. If you want to focus on specific zones or business units, choose your view of the map using the filters. After your first time, the map saves your filter choices.

    • Use the information displayed about where the technicians and jobs are on the map to assign any unassigned jobs or reassign jobs on the Dispatch Board with optimal routes in mind.


Select an area and assign technicians

You can use the area select tool to select each unassigned job in an area and reassign them to the technician best suited for them. You can also select a single job and reassign that, too. The technicians shown are those that have the required skills for the job at the top, and everyone else at the bottom.

Assign or reassign multiple jobs at once:

  1. Select the Daily Routes filter, and click Apply Filter. The jobs you have scheduled for today show on the map.

  2. Click a selection tool. You can choose from a square, a circle, or a customizable polygon.

  3. If you’re using the circle or square selection tool, click and drag over the jobs you want to reassign. If you’re using the polygon, click each point where you want the polygon to be drawn. When you’re done, click the first point you made again.

  4. Right click within your selection, and then click Assign.

  5. Scroll through the technicians list and select a new technician to assign to the jobs. Note: You can assign more than one technician. If you’re using Technician Shifts, technicians with an Available shift are shown with a green dot next to their name.

  6. When you’re done, click Assign.

The color of each job updates to indicate the newly assigned technician.

Assign or reassign a single job:

  1. Find the job you want to assign or reassign on the map.

  2. Right click on the job icon, and then click Assign.

  3. Scroll through the list and click on the name of the technician you want to reassign the job to. Available technicians are shown with a green dot next to their name.

    Note: You can select more than one technician to reassign the job to.

  4. After choosing new technicians, click Assign.

The color of the reassigned job updates to indicate the newly assigned technician.


Strategize and adapt your dispatch strategy

If you’re an advanced dispatcher or a dispatch manager, use the All Days view to identify where on the map your customers are clustered and refine your overall dispatch strategy:

  1. Go to the navigation bar and click Dispatch.

  2. Click Plan Routes.

  3. Click All Days and select the date range you want to analyze.

    Note: Start with a single week's worth of jobs to limit the amount of content on the board, and then expand the range if you want to see more.

  4. If you want to focus on specific zones, business units priority levels, or technician skill levels, select from those filters as well.

  5. After selecting all the filters you want to use, click Apply Filter.

    The map refreshes to show jobs and upcoming appointments for the filters you selected.

  6. Using the information about where the technicians and jobs are on the map, analyze the geographical distribution to uncover patterns and figure out better ways to dispatch technicians in future. For example, if you notice that a certain technician is constantly driving back and forth between two faraway areas, you want to figure out a better way to dispatch that technician to avoid the long drive time.


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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.