Service Titan Knowledge Base

Manage the suppression listLast updated on 08/09/2022

The suppression list is a set of email addresses that ServiceTitan will not send messages to as part of Marketing Pro email campaigns. The suppression list includes email addresses that are invalid, no longer in use, aren’t email addresses that customers actually use, or whose owners opted out of your marketing content. You can use the suppression list to understand why some users aren’t receiving your marketing emails. Where appropriate, you can then take action to ensure that they will receive marketing emails from you in the future.


Things to know

  • 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.


View the suppression list

  1. Go to the navigation bar and click Settings settings.png. In the side panel, click Marketing Pro > Suppression List.

  2. Click a customer name to view their profile.

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

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

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

Reasons email addresses appear on suppression list
  • Invalid Format—The format of the email is not valid and the email does not pass validation. For example, when it’s missing an @ sign.

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

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

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

  • Manual Unsubscribed—Users 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.


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. Your spreadsheet should look like this:

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

  3. In ServiceTitan, go to the navigation bar and click Settings settings.png. 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. In ServiceTitan, go to the navigation bar and click Search. For more on how Search works, see Search and Export.

  2. In the search menu, select Customer.

  3. Find the customer’s record by entering either their name or their email address, then click Search.

  4. To edit the customer record, click the pencil icon.

  5. Select Do not send promotional marketing emails.

  6. Click Save.

Add email addresses to the Never Email list
  1. In ServiceTitan, go to the navigation bar and click Settings settings.png . 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.


Remove an email address from the suppression list

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.


Download the suppression list

  1. Go to the navigation bar and click Settings settings.png. In the side panel, click Marketing Pro > Suppression List.

  2. Click Download CSV.

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




Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.