ServiceTitan Community OverviewLast updated on 05/05/2022

• You may notice that some Community members have a blue ServiceTitan logo ( ) next to their profile image. This means they are ServiceTitan employees. Like you, they are members of the Community around ServiceTitan products, and we encourage them to share their knowledge and opinions here.

• To create and manage Support cases, you must be logged in.

• Only Admin users can see their ServiceTitan point of contact. Your point of contact will vary depending on the status of your ServiceTitan account.

There are 2 ways to access the ServiceTitan Community:

• From your ServiceTitan account:

  1. Go to the navigation bar.

  2. Click your user profile.

  3. Click Community.

• From Community.servicetitan.com:

  1. Click Sign In.

  2. Click ServiceTitan Customer.

  3. Enter the same credentials used for your ServiceTitan account and click Sign In.

Note: The first time you sign in to the ServiceTitan Community, you will be required to set up your user name and accept the Service in compliance with the ServiceTitan Community guidelines and Agreement.

We recommend you update the personal information that you provided when you registered. To get started:

1. Click the profile icon.

2. From the dropdown field, select My profile.

To upload or update your profile picture:

1. Click the Edit icon. A pop-up window opens.

2. Click Browse to select the avatar from your computer. Tip: You can choose an avatar using the From My Albums tab. This is where the system saves all your uploaded photos. Or you can choose an avatar in the From The Community tab.

3. Crop or resize your image as needed.

4. When finished, click Save.

To update your personal infrmation:

1. Click the profile icon.

2. From the dropdown field, select My Settings.

3. Go to Personal > Personal Information.

4. Complete the Personal Information form.

   Tip: You can provide your company information in the Personal Information form.

5. When finished, click Save.

All information except Biography and Private notes will be viewable by other Community members. To make the information provided in the Biography field visible to other Community users:

1. Click Preferences > Privacy. The Privacy Settings page opens.

2. In the Show private information in profile to field, activate the All option.

Explore and address your specific needs using the following sections of the ServiceTitan Community:

• Discussions—Find answers, ask questions, and share your experience.

• Product—Find information about ServiceTitan highlights, capabilities, and best practices.

• Programs—Discover all programs to support you and your team throughout your journey with ServiceTitan.

• Community—Stay connected with all things happening in the ServiceTitan Community.

• Ideas—Where customers can connect directly with our Product team and submit their ideas for improving ServiceTitan. Note: This section is available only to ServiceTitan customers.

• Support—Crete and manage your support cases. Note: This section is available only to ServiceTitan customers.

For the best way to find answers and established discussions, use the Search all Content search box. If there is no information related to your question or issue, you can start a new discussion:

1. From the Discussions dropdown, select the appropriate board for your question. For example, Jobs.

2. Click Start a discussion.

3. In the New Message screen that opens, compose your message. Note: Make sure to populate all required fields. You can add images, videos, or links to add more details to your message.

4. From the Labels section, select the label you want to associate with your discussion. For example, in the Jobs discussion board, you can select Forms-Office. Note: You must select at least one label. If using more than one label, separate each label with a comma.

5. When finished, click Post.

Your question appears on the board you selected, and other members can now respond to it. You will receive an email notification when another member replies to your message.

You can reply directly to email notifications to post a follow-up response.

If you find a solution that works, you can let others know by clicking the Accept as Solution button below the response that best answers your question.

Note: When you accept a solution, both the question and the solution get specific icons and links that take you directly from the question to the accepted answer.

We recommend you subscribe to Community pages and discussion boards to stay connected to areas of interest.

To subscribe to an area within Community:

1. In the ServiceTitan Community, click the page board you're interested in.

2. From the Options dropdown, select Subscribe.

After subscribing, you can manage your subscriptions and notification preferences by clicking your profile icon and selecting Subscriptions & Notifications. This includes adjusting email and Community notifications based on each of your Community subscriptions.

Note: This feature is only available to ServiceTitan customers. You must be logged into Community to access the Support page.

In addition to seeking support from the ServiceTitan Help feature, you can also create and manage ServiceTitan support cases using the Support page in Community. From here, you can:

• Access the Knowledge Base and the Academy

• Create and manage support cases

• Identify and contact your Customer Success Manager (CSM) or Project Manager (Implementation Manager) point of contact Note: The point of contact displayed will vary depending on your account's current phase. For example, if you are in the Onboarding phase, you will see your Project Manager. If you are in Success, you will see your CSM.

Note: The point of contact is only visible if your role in your ServiceTitan account is Admin and your account is "Live", "Onboarding", or "Success". To view or change your role, in ServiceTitan, go to Settings > People > Employees. Find your account and click Edit.

To create a case from the Support page:

1. Click Create a case.

2. Select an available case creation method: Live Chat, Phone, or Email. Note: Availability of certain methods depends on business hours.

3. Fill in the required fields.

4. Submit the case.

To manage the case from the Support page:

1. Click Manage your cases.

2. Find the case you want to review or manage.

3. Click the case number or subject.

If the case's Status is Closed, you can only review the case details and previous interactions with ServiceTitan Support.

If the case has any other Status, you can review the details of the case and previous interactions with ServiceTitan Support, as well as engage with Support. To engage, add a comment or attachment to add more details to your case. This can help agents resolve your case.

• See Getting Started in the ServiceTitan Community