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
Who is customer success

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

Count on us to…	Research, diagnose, troubleshoot, solve, and repair technical issues
We’re skilled in…	Using ServiceTitan product
We optimize for…	Speed resolution of technical blockers you experience when using ServiceTitan products
Our interactions are…	Reactive through on-demand access during business hours and with extended hours of operation
We are available…	Through the ServiceTitan Help or through Community.
In trade terms, think of us as…	Service technicians who are responsible for diagnosing issues and repairing them as needed

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

Count on me to…	Drive desired business outcomes through best practice recommendations to maximize the value gained from the ServiceTitan platform
We’re skilled in…	The intersection of the ServiceTitan platform and your business objectives
We optimize for…	Adoption and use of platform capabilities to help you achieve your business objectives
Our interactions are…	Proactive through scheduled success calls
We are available…	Mainly during normal business hours, 8AM–5PM PT
In trade terms, think of us as…	General contractors who are your single points of contact and help you build a plan that aligns to your business goals. Includes finding and coordinating the right resources to deliver on projects.

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.