Service Titan Knowledge Base

Explanation of office employee permissions in ServiceTitanLast updated on 09/14/2022

To set any of the following permissions for an individual, see Set permissions for an individual employee or technician. To set the permissions for an entire role, see Set permissions for an employee or technician role.

The following permissions are listed in the order they are displayed in ServiceTitan. If you’re looking for a specific permission, use the Search field located above the list of permissions.

Permissions are separated into the different workflows they impact. If you are unsure what a permission does if turned on, you can hover over the permission name to see a short description. Depending on your account configuration, you may not have access to all the workflows and permissions listed below. If you are interested in any of the permissions that require account configuration, please contact Technical Support for details.

By default, Administrator roles are granted all permissions.


Access to Admin Permissions

General

Permission Name

Description

Turned on by default for these roles

Access settings

Allows the employee to access the Settings section of ServiceTitan

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General office, Admin

Academy company admin

Allows the employee to assign courses to employees, track Academy progress, and run reports

Admin

View alerts

Allows the employee to view alerts

Dispatch, Accounting, Field Manager, Sales Manager, General Office, Admin

Accept new feature terms of use

Allows the employee to view or agree to Terms and Conditions for integrations

Admin

Edit alerts

Allows the employee to add or edit alerts

Dispatch, Accounting, Field Manager, Admin

Edit company profile

Allows the employee to edit company profile settings

Dispatch, Accounting, Field Manager, Admin

Edit tag type

Allows the employee to add or edit tag types

Dispatch, Accounting, Field Manager, Admin

Forwarding number settings

Allows the employee to update the forwarding number in Phone Settings

Admin

Edit custom field type

Allows the employee to create or edit custom fields

Dispatch, Accounting, Field Manager, Admin

Edit access to partner portals

Allows the employee to edit Partner Portal access

Admin

View TitanExchange

Allows the employee to add TitanExchange in the Settings menu

Admin

Import/export data

Allows the employee to import or export data in the Import/Export tab in Settings

Dispatch, Accounting, Field Manager, Sales Manager, Admin

Can access Global Payroll settings

Allows the employee to access the global payroll settings page

Admin

See property data

Allows the employee to see the location’s property data from the Location page, Estimates, Jobs, etc. Data examples are square footage and number of bedrooms

See note

Edit Intacct Account

Allows the employee to access Intacct settings

See note

Manage API application access

Allows the employee to access Manage API V2 clients page to choose the API scopes and generate Client ID and Secret

See note

Access Customer Portal setup

Allows the employee to setup the Customer Portal for your business

See note

Phones Pro account access

Allows the employee to make updates to Phones Pro settings

See note

View TitanAdvisor

Allows the employee to access TitanAdvisor

See note

TitanAdvisor - Update goals

Allows the employee to modify the stack ranking of your top company goals, thereby updating TitanAdvisor’s feature recommendations

See note

Generate API application key

Allows developers (software engineers) to generate App keys from the developer portal

See note


Accounting Permissions

Adjustment Invoices

Permission Name

Description

Turned on by default for these roles

Add adjustment invoice

Allows the employee to make changes to an exported invoice by adding an adjustment invoice

Dispatch, Accounting, Field Manager, Sales Manager, Admin

Edit tech performance on adjustment invoices

Allows the employee to include adjustment invoice in technician-based performance reporting

Admin

Delete adjustment invoices

Allows the employee to delete adjustment invoices

Dispatch, Accounting, Field Manager, Admin

Batching Invoices

Permission Name

Description

Turned on by default for these roles

View batches

Allows the employee to view an invoice batch

Accounting, Field Manager, Admin

Unpost batches

Allows the employee to unpost an invoice batch

Accounting, Field Manager, Admin

Create batches

Allows the employee to create a new invoice batch

Accounting, Field Manager, Admin

Bypass invoices

Allows the employee to select transactions on the Pending Export report and exclude them from exporting

Accounting, Admin

Post batches

Allows the employee to post an invoice batch

Accounting, Field Manager, Admin

Bypass posted batches

Allows the employee to exclude all transactions in a batch at the same time

Admin

Edit Tech performance on adjustment invoices

Allows the employee to include adjustment invoice in technician based performance reporting

Admin

Edit exported invoices and payments

Allows the employee to edit an invoice and/or payment after it is marked exported

See note

Billing

Permission Name

Description

Turned on by default for these roles

View billing or updated credit card

Allows the employee to view ServiceTitan billing history and update credit card paying for ServiceTitan

Admin

Receive billing alerts

Allows the employee to receive billing alerts from ServiceTitan Billing

Admin

Invoices

Permission Name

Description

Turned on by default for these roles

AR management

Allows the employee to view a list of customers with an outstanding balance. Manage your monthly customer statements by printing, emailing, or charging your customers

Admin

  • View/email customer statements

Allows the employee to view, email, and print or download customer balance statements. Note: This permission requires the AR management permission to be turned on.

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Admin

  • Bulk charge statement balance

Allows the employee to bulk charge a customer’s statement balance that has a payment method on file Note: This permission requires the AR management permission to be turned on.

Admin

Edit equipment price

Allows the employee to edit equipment prices on estimates and invoices

Dispatch, Accounting, Field Manager, Sales Manager, CSR, Admin

Charge interest

Allows the employee to charge interest to customers who have outstanding invoices

Dispatch, Accounting, Field Manager, Admin

View invoice

Allows the employee to view invoices

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Admin

View invoice numbers

Allows the employee to view the invoice numbers assigned to technicians

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Admin

Edit invoice

Allows the employee to edit invoices and adjust split invoices

Dispatch, Accounting, Field Manager, Sales Manager, Admin

Add invoice assignment

Allows the employee to assign invoice numbers to a technician

Dispatch, Accounting, Field Manager, Admin

Remove invoice assignment

Allows the employee to assign invoice numbers to technicians

Admin

Edit invoice item

Allows the employee to add or edit invoice items including tasks, materials, and equipment on invoices and adjustment invoices

Dispatch, Accounting, Field Manager, Sales Manager, Admin

Add voided invoice

Allows the employee to create a voided invoice number, so the invoice number cannot be used again

Dispatch, Accounting, Field Manager, Admin

Delete invoice item

Allows the employee to delete an invoice item

Dispatch, Accounting, Field Manager, Sales Manager, Admin

Remove voided invoice

Allows the employee to delete a voided invoice, so the invoice number can be used again

Admin

Email invoice

Allows the employee to email an invoice to the customer

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Admin

Edit invoice type

Allows the employee to add or edit invoice types

Dispatch, Accounting, Field Manager, Admin

Edit service price

Allows the employee to edit the unit price for services. This allows the employee to override item prices set in your pricebook.

Dispatch, Accounting, Field Manager, Sales Manager, CSR, Admin

Edit general ledger accounts

Allows the employee to select or edit general ledger accounts

Admin

Show cost details

Allows the employee to see material, labor, or equipment costs on invoices or estimates

Display User, Admin

Edit material price

Allows the employee to edit the unit price for materials on estimates and invoices. This allows the employee to override item prices set in your pricebook.

Dispatch, Accounting, Field Manager, Sales Manager, CSR, Admin

Edit invoice signature requirement

Allows the employee to mark invoice signatures as required/not required for technicians to close out a job

Admin

Edit General Ledger accounts

Allows the employee to select or edit general ledger (GL) accounts

See note

Allow editing of invoice item business unit

Allows the employee to edit an invoice item business unit for Business Unit Performance Report

See note

Set tax status by invoice item

Allows the employee to set an item as taxable/non-taxable on an invoice

See note

Edit point of sale settings

Allows the employee to access POS Locations in settings

See note

Allow edit and update of previously exported transactions

Allows the employee to edit previously exported invoices and export the edits to your accounting system

See note

Payables

Permission Name

Description

Turned on by default for these roles

Create bills & statements

Allows the employee to create and edit bills and statements to be sent to vendors

Accounting, Admin

View bills & statements

Allows the employee to view vendor bills and statements

Accounting, Admin

Create & edit bill payment

Allows the employee to pay individual bills, pay bills in bulk, edit bill payments, resubmit canceled bill payments, and pay vendor statements. Only bills in a Pending Export status can be deleted

Accounting, Admin

View bill payment

Allows the employee to view the list and details of bill payments in the Payments section under Bill Management

Accounting, Admin

Create vendor credits

Allows the employee to create vendor credits

Accounting, Admin

Edit vendor credits

Allows the employee to edit vendor credits. Only credits in a pending export status can be edited

Accounting, Admin

Delete vendor credits

Allows the employee to delete vendor credits. Only credits in a pending export status can be deleted

Accounting, Admin

View vendor credits

Allows the employee to view the list and details of vendor credits in the Credits section under Bill Management

Accounting, Admin

Payments

Permission Name

Description

Turned on by default for these roles

Create payment

Allows the employee to view, create, and edit payments. Note: Only bills in Pending Export status can be deleted.

Dispatch, Accounting, Field Manager, Admin

  • Delete payment

Allows the employee to delete a payment. Note: This permission requires the Create payment permission to be turned on.

Dispatch, Accounting, Field Manager, Admin

  • Delete successful transaction payment

Allows the employee to delete a successful transaction payment. Note: This permission requires the Create payment permission to be turned on.

Dispatch, Accounting, Admin

  • Edit payment with saved authorization code

Allows the employee to edit or delete a payment with a saved authorization code Note: This permission requires the Create payment permission to be turned on.

Admin

  • Apply payment credit (Payment Collections)

Allows the employee to apply an existing credit to one or more invoices Note: This permission requires the Create payment permission to be turned on.

See note

  • Save & batch payment (Payment Collections)

Allows the employee to batch in the same action as saving or charging the payment Note: This permission requires the Create payment permission to be turned on.

See note

  • Unapply payment credit (Payment Collections)

Allows the employee to unapply an existing credit from one or more invoices Note: This permission requires the Create payment permission to be turned on.

See note

  • Unapply exported transactions (Payment Actions)

Allows the employee to unapply payment from the invoice even when the payment and invoice have both been exported Note: Create Payment and Unapply Payment Credit (Payment Collections) permissions must be enabled before enabling this permission.

See note

Edit payment type

Allows the employee to add or edit payment types

Dispatch, Accounting, Field Manager, Admin

Refund integrated payments

Allows the employee to refund payments using ServiceTitan Payments

Admin

Receive mobile check deposit match failure emails

Allows the employee to receive alerts when the amount on a check does not match the mobile scan

Accounting, Admin

Edit payment terms

Allows the employee to make changes to due dates at customer invoice level

Accounting, Admin

Edit integrated financing settings

Edit loan options and plans available to customers when applying for financing

See note

Receive payment autobatching failure emails

Allows the employee to receive a copy of the Payment Autobatching Failure email that is sent whenever there are integrated payments that were not successfully autobatched

See note

Taxes

Permission Name

Description

Turned on by default for these roles

Edit invoice tax amounts

Allows the employee to edit the tax amounts of an invoice

Dispatch, Accounting, Field Manager, Sales Manager, CSR, Admin

Edit tax zones

Allows the employee to add or edit tax zones

Dispatch, Accounting, Field Manager, Admin


Customer Communications Permissions

Chat & Messaging

Permission Name

Description

Turned on by default for these roles

Send message

Allows the employee to send texts to technicians via the dispatch board

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Admin

Edit email setting

Allows the employee to edit email templates. Email templates are used whenever an employee or technician emails an invoice, estimate, form, project, etc. to a customer.

Dispatch, Accounting, Field Manager, Admin

View customer chats

Allows the employee to view chat and chat with customers

See note

Allow full access to customer chats

Allows the employee access to all chat functionality Note: Must have View customer chats permission enabled.

See note


Job Booking & Dispatching Permissions

Calls

Permission Name

Description

Turned on by default for these roles

Detach call

Allows the employee to detach or remove a call from the job history Note: When an employee detaches a call from the job history that was classified as a Booked Call, the call will automatically be reclassified as an Unbooked Call. Please be aware that this will have an impact on the CSR’s booking rate on the agent scorecard.

Dispatch, Accounting, Field Manager, CSR, Admin

Confirm call

ServiceTitan will automatically classify calls as abandoned, excused, booked, or unbooked, depending on different factors (such as the call duration, whether or not a job was booked, etc). This permission confirms that the automatic classification is correct.

Admin

Listen to call recording

Allows the employee to listen to a call recording.

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Admin

View call forms and tags

Allows the employee to view call forms and tags

Sales Manager, CSR, Admin

Outbound call

Allows the employee to make an outbound call Note: When ServiceTitan is used to make an outbound call, the call is recorded and saved in the appropriate customer record.

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Admin

Edit call forms/tags

Allows the employee to complete or edit call forms and tags. Also allows the employee to assign forms to calls in ServiceTitan settings

Field Manager, Admin

Reclassify call

Allows the employee to reclassify a call

Admin

Edit call reason

Allows the employee to edit call reasons

Dispatch, Accounting, Field Manager, Admin

Forwarding number settings

Allows the employee to update the forwarding number in Phone Settings

Admin

Pause call recording

Allows the employee to pause calls that are recorded in ServiceTitan

See note

Edit call scripts

Allows the employee to make changes to call scripts.

See note

View second change leads

Allows the employee to view and action second chance leads

See note

Customers

Permission Name

Description

Turned on by default for these roles

View customer

Allows the employee to view customer records

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Administrator

Merge customers

Allows the employee to merge duplicate customers

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Admin

Edit customer

Allows the employee to edit customer records

Dispatch, Accounting, Field Manager, Sales Manager, CSR, General Office, Administrator

Activate/deactivate customer

Allows the employee to activate or deactivate customers Note: If this permission is disabled, the employee will not see the Deactivate button

Admin