Service Titan Knowledge Base

Manage reviewsLast updated on 09/23/2022

Using the Reviews section in ServiceTitan Marketing Pro Reputation, you can respond to customer reviews, match reviews with jobs, and view the review on the source page, all from one convenient location.


Monitor reviews

Monitoring reviews help you get a better idea of how your surveys are doing based on the information you find on your dashboard so you can make appropriate changes and improve results.

To open your Monitoring dashboard, go to the navigation bar and click Marketing > Monitoring. The Monitoring page opens.

You can see all the details for reviews you have received such as the date of reviews, sites, graphic reports about the performance of the review, and top-performing technical.


View reviews

  1. Go to the navigation bar and click Marketing > Reviews. The Reviews screen opens. You can see all of the received reviews.

    Note: The number next to Quick Verify refers to the number of reviews you need to verify.

  2. Hover over the review you want to manage and click View.

  3. To view the source of the review on the review page, click View Source. The original review opens on the page it appears on. For example, if the review was submitted on Google, the Google page opens.


Respond to reviews

You can respond to reviews individually or in bulk.

Respond to individual reviews
  1. Go to the navigation bar and click Marketing > Reviews.

  2. To respond to a review click Add Response. The Respond page opens.

  3. On the Respond page, enter your response and click Send.

Respond to reviews in bulk
  1. Go to the navigation bar and click Marketing > Reviews.

  2. Click Bulk Response. The Bulk Response page opens.

  3. Select the reviews you want to respond to.

    Note: You can use filters to search for the reviews you want to respond to by Date Range, Source, and Star Rating.

    This drills down the reviews.

  4. When you’re finished, click Send Responses. The Response page opens.

  5. Enter the Response and add merge tags to automatically populate information such as the customer’s first name by dragging the tag into the message. Note: You can’t send the bulk response if you don’t add a merge tag to personalize the message.

  6. When you’re finished, click Respond to All.

Change Reviews types in Bulk Response

You can move reviews in the Bulk Response page from Negative Reviews to Positive Reviews and the other way around.

  1. Go to the navigation bar and click Marketing > Reviews.

  2. Click Bulk Response. The Bulk Response page opens.

  3. In the Positive Reviews tab find a review you want to move to Negative Reviews.

  4. Hover over the review and click Move to Negative Reviews.


Match reviews

You can match reviews in three ways:

  1. Verify multiple reviews at once with Quick verify:

    1. Go to the navigation bar and click Marketing>Reviews. The Reviews screen opens.

    2. Click Quick verify. The Quick Verify page opens.

    3. Select a potential match candidate and click Verify.

      Tip: The system populates all reviews that match. In this case, select one and click Verify. Note: You can quick verify reviews that are not verified and have matched candidates.

  2. Verify individual reviews:

    1. Go to the navigation bar and click Marketing > Reviews. The Reviews screen opens.

    2. Find the review you want to match.

    3. Hover over the review and click More icon-more.png .

    4. Select Verify.

    5. A potential match review populates. If you agree with the suggested match, click Verify.

      Note: The system populates all reviews that match. In this case, select one and click Verify.

  3. Verify reviews with auto-suggested matches:

    1. In the Review screen, click Suggest Match to match the reviews automatically.

    2. A job that potentially matches the review populates. If you agree this job matches the review click Verify.

    3. Or, go to the Job Details and click Edit:

      1. Select the job Start Date from the calendar.

      2. From the Job Status dropdown, select a job status. For example, Scheduled, In Progress, or Hold.

      3. From the Technician dropdown select a technician.

      4. Search for the Job from the dropdown list..

      5. Select the Customer from the dropdown list.

      6. When you're finished, click Save.

  4. Auto-verify reviews with Review Auto Verification:

    1. In the Review screen, you can automatically verify reviews left within the past 90 days. To activate the auto verification of reviews from Reviews, click Turn on.

      Note: If you clicked May be Later, you can go later and click the Launch icon next to Auto Verify is off. The Reputation Management section in Marketing Pro in Settings opens.

    2. Toggle Enable Auto-verify to activate the auto verification. Note: This changes Auto Verify is off to the Auto Verify is on in the Reviews screen. Also, a message confirming the auto verification enablement opens.

When auto verification is enabled, you can only view the reviews automatically matched in the past 3 months in Marketing Pro > Reviews.

Note: For automatically verified reviews, you can see an “A” beside the verified review.




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