Technical Support vs Customer SuccessLast updated on 03/22/2022
ServiceTitan offers on-demand access to tech support and time with success managers to help you build a path towards success when using ServiceTitan for your business. Know when to contact each of these services.
Who is technical support
Technical support is available on demand to help with technical issues when you’re using ServiceTitan products. Key ways support is here to help you:
Diagnose and troubleshoot issues
Repair issues as needed
Assist you with completing tasks, including understanding error messages and looking into reporting or data discrepancies
What to expect when you contact Technical Support
Who is customer success
Customer Success Managers (CSMs) are advisors who are here to ensure you’re using ServiceTitan products as efficiently and effectively as possible, maximizing your return on investment (ROI). Key ways they are here to help you:
Advise on best workflows
Share with you new features and practices
Partner with you to build a success plan, so you don’t lose momentum regardless if you’re new to the product or are a super user
Schedule calls with you to review the health of your account, including facilitating training sessions
What to expect when you contact Customer Success
If your role is Admin and your account status is in a Success status, then you can view and contact your CSM using one of the following options:
From Community, click Support in the top navigation. Note: This functionality is only available to ServiceTitan customers. You must be logged into Community to access the Support page.
From the Support page, you can find your CSM contact. Click Send an Email to contact them.
Want to learn more?
See Contact Technical Support for more on getting help.
See ServiceTitan Community Overview for more about the ServiceTitan Community.
Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.
Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.