Manage the suppression listLast updated on 04/17/2023

• Email addresses can be added to the suppression list for various reasons. For more, see Reasons email addresses appear on suppression list.

• The suppression list blocks only marketing emails and does not affect email messages sent as part of job notifications, invoices, and other non-marketing emails. For more on notifications, see How to turn notifications on or off for any job.

• Customers added manually to the suppression list show as either Unsubscribed or Never Email in the Reason column of the suppression list.

1. Go to the navigation bar and click Settings .

2. In the side panel, click Marketing Pro > Suppression List.

3. Click a customer name to view their profile.

4. Under the Reason column, you can view why the customer's email address was added to the suppression list.

5. Under the Date Added column, you can see when the customer's email address was added to the suppression list.

Tip: To sort by customer name or reason, click the Customer Name or Reason column.

Reasons email addresses appear on the suppression list

1. Customer-side reasons can be

   • Invalid Format: The format of the customer email is not valid and the email does not pass validation. For example, when it’s missing an “@” sign.

   • Unsubscribed: The user clicked the Unsubscribe link in a Marketing Pro email from your company.

   • Spam Complaint: A customer or ISP (email provider) labels one of your marketing emails as spam.

2. Office-side reasons can be

   • Unsubscribed: The Do not send promotional marketing emails was checked on the Customer Record from your Office side. For more, see Add email addresses to the suppression list.

   • Hard Bounce: The email delivery attempt resulted in a hard bounce, and the email wasn't successfully delivered.

   • Manual Unsubscribed: User emails are uploaded in bulk to your Suppression List (by going to Settings > Marketing Pro > Suppression List).

   • Never Email: An email address that should never receive marketing emails because it isn’t real or is never used by customers to check for incoming messages. For example, fake email addresses entered during registration or email addresses used exclusively to send invoices.  For more, see Add email addresses to the suppression list.

Add customers to the suppression list to stop sending them marketing content. You can use a CSV file to add multiple email addresses to the suppression list at once, or add individual email addresses manually.

Add multiple email addresses to the suppression list at once

1. On your computer, create a file using a spreadsheet application to make a list of customer email addresses in the first column. No need to include a header row or any other columns. See the example of the spreadsheet below.

2. Save or download the spreadsheet as a CSV file on your computer.

3. In ServiceTitan, go to the navigation bar and click Settings . In the side panel, click Marketing Pro > Suppression List.

4. Click Add to List.

5. In the pop-up, click Manual Unsubscribes, and then click Next.

6. Click Choose File and select your saved CSV file.

7. Click Submit.

   Customers included in your CSV file appear on the suppression list.

Add individual customer email addresses to the suppression list

1. Search for and open the customer record.

2. Click Edit next to the customer’s name.

3. Select Do not send promotional marketing emails.

4. Click Save. The Suppression List updates with the email addresses you added.

Add email addresses to the Never Email list

1. In ServiceTitan, go to the navigation bar and click Settings . In the side panel, click Marketing Pro > Suppression List.

2. Click Add To List.

3. Select "Never Email" List, and then click Next.

4. Enter an email address that you want to add to the Never Email list. Click Add Another to add more email addresses, and click Add when you're finished.

   The Suppression List updates with the email addresses that you added.

Depending on why an email address was added to the suppression list, you may or may not be able to remove it.  If the customer was added to the suppression list automatically because of:

• Invalid formatting or hard bounce: You can update the email address in the customer’s profile to the correct format. For example, recipientname@emailaddress.com.

• The customer unsubscribed from your marketing emails: The customer must manually resubscribe to your marketing emails. 

• Spam complaint: You cannot remove customer email addresses that were added to the suppression list due to a spam complaint.

• Never Email: Click remove in the corresponding row.

1. Go to the navigation bar and click Settings .

2. In the side panel, click Marketing Pro > Suppression List.

3. Click Download CSV.

   A CSV file of the suppression lists downloads. You can open it with a spreadsheet program like Excel or Google Sheets.

• Visit ServiceTitan Academy to enroll in ServiceTitan Marketing Pro Essentials

• See Overview: Using ServiceTitan Marketing Pro

• See Manage customer and service location records