Service Titan Knowledge Base

Set up unique prices with client-specific pricingLast updated on 03/31/2023

With client-specific pricing, you can use rate sheets to set unique prices for customers without having to duplicate pricebook items. It is often used in commercial service and repair when dealing with high-volume customers who use specialized pricing.

Things to know

  • To use client-specific pricing, office employees and technicians must have certain permissions enabled. You can set permissions by role or you can set permissions for an individual employee or technician.

  • For office employees, enable the following permissions as needed:

    • Create / Edit Pricing Rate: Can create and edit rate sheets

    • View Pricing Rates: Can only view rate sheets, but cannot edit them

    • Edit Customer & Location Rate Sheets: Can assign rate sheets to a customer or service location

    • Edit Invoice/Estimate/Project Rate Sheets: Can change rate sheets on an invoice, estimate, or project

    • Calculate Prices: Can generate estimate and invoice prices based on rate sheets using the Calculate button

  • For technicians, enable this permission: 

    • Calculate Prices: Can generate estimate and invoice totals based on rate sheets using the Calculate button

Create pricebook labor items

If you plan to use rate sheets to automate your labor charges, make sure to create labor service items in your pricebook. Create a separate service item with each labor rate.

  1. Go to the navigation bar and click Pricebook.

  2. From the side menu, click Services.

  3. Click Add Service. The Add a Service screen opens.

  4. Add details to the Code, Name, Item Description, Category, and General Ledger Account fields.

  5. Select Labor Service.

    Note: Leave the Price field empty. Labor prices are set on the customer rate sheet.

  6. When you’re done, click Save.

Create rate sheets

You can view rate sheets by going to Pricebook > Pricing Builder. The Client Specific Pricing screen displays your rate sheets in a table with the following columns:

  • Name: Name of the rate sheet

  • Description: Description of the rate sheet

  • Customers: Number of customers using the rate sheet

  • Locations: Number of service locations using the rate sheet

  • Last Modified: Most recent date the rule was edited

  • Active: Whether the rule sheet is active or not

Tip: Click Filter filter for a column to filter the table.

To create or edit a rate sheet:

  1. Go to the navigation bar and click Pricebook.

  2. From the side menu, click Pricing Builder.

  3. On the Client Specific Pricing screen that opens, you can:

  • Click Create Rule to create a new rate sheet. 

  • Click more-action More in the Active column and select View/Edit Details to edit an existing rate sheet. Note: If you update an existing rate sheet, all customers and locations with this rate sheet will be updated. You can duplicate this rate sheet if you don’t want to change existing rate sheets.

    The Create Client Specific Pricing Rule opens.

The Create Client Specific Pricing Rule includes five steps:

Step 1. Details

Rate sheet details appear on the Client Specific Pricing Rule screen and the customer record, service location record, job record, invoices, estimates, and in ServiceTitan Mobile.

Note: Rate sheet details are not visible on customer-facing documents. Use the description field to include any internal notes.

To add details:

  1. Enter a name and description in the corresponding fields.

  2. Click Next.

Step 2. Markups/Discounts

Markups and discounts calculate the price of material and equipment items in your pricebook based on their cost and discount. You can set a range of costs and a modifier, which can be a percentage, a dollar amount, or a multiplier.

For example, if you set a markup for material items that cost between $0 and $500, the markup for a $110 spool of Romex calculates as follows:

Markup type



Rate sheet price

% Markup


$110 + ($110 * 10%)


$ Markup


$110 + $15




$110 * 1.3


Note: Markups apply to the item cost as listed on an estimate, invoice, or purchase order (PO), not necessarily the cost listed in your pricebook.

Rate sheets require at least one markup rule for material items and one markup rule for equipment items. To set markups:

  1. In Materials, select how you want to mark up material items:

    • % Markup: Adds a percentage of the price on top of the item cost

    • $ Markup: Adds a fixed dollar amount to the item cost

    • Multiplier: Multiplies the item cost

    • Discounts: Adds a discount to the item price

  2. The first field is set at $0.00. Enter an upper range of costs in the second $ field. 

  3. Enter a modifier in the % field. All items within the cost range are modified by that amount.

  4. Apply the discount to the item price.

  5. To add another row of cost ranges, click +. The previous upper range plus $.01 automatically appears as the starting range of the new row. 

  6. In the last row, enter $99,999 for the final upper range amount.

  7. Repeat steps 1-5 for equipment items.

  8. Turn on the Mark materials added to invoices sold by estimates as Not chargeable toggle if you want to add materials or equipment to your invoice without charging the customer.

  9. When you’re done, click Next.

Step 3. (Optional) Add exceptions

You can create individual markups for specific items in your pricebook. These items are exempt from the markup table rules.

For example, if you create an exception for a specialty fixture, the exception pricing rule takes precedence over the markup table rules.

If you don’t want to add exceptions, skip this step and click Next. You can always add exceptions later.

To create an exception:

  1. Click Add exception.

  2. Click the Name dropdown and use the search bar to enter a few characters from the pricebook code, name, or description of the item you want to create an exception for. A list of matching items displays.

  3. Click an item to add it to the Exceptions table.

  4. Click the Rule dropdown and select how you want to set the price:

    • % Markup: Adds a percentage of the price on top of the item cost

    • $ Markup: Adds a fixed dollar amount to the item cost

    • Multiplier: Multiplies the item cost

    • $ Amount: Manually set the price used on an estimate or invoice

    • Discount: Adds a discount to the item price Note: The rules you select may vary depending on whether you choose a service, material, or equipment. For example, for service items, you can only set prices using the $ Amount rule.

  5. When you’re done adding exceptions, click Next.

Step 4. (Optional) Add labor rates

You can add a separate labor rate for each labor item in your pricebook. If you don’t need to add labor, skip this step and click Review.

Set labor rates

Note: If you haven’t already added labor items to your pricebook, do that now. For details, see the steps described in Things to know.

  1. Click Add Labor Rate.

  2. Click the Name dropdown and select a labor item.

    Note: If you don’t see a labor item listed, make sure that you selected Labor Service for that item in your pricebook.

  3. In the Rate field, enter the hourly rate for the labor item.

  4. When you’re done adding labor rates, click Review, or if you want to customize how labor hours are counted, see the Automate labor charges section.

    Automate labor charges

    To automate how labor hours are calculated, set labor time increments, include technician drive time, and deduct labor time for service fees to avoid double-charging for labor. For example, if a dispatch fee on an invoice covers the first hour of labor, you can reduce the chargeable labor quantity by an hour.

    Note: Labor time deductions follow these rules:

    1. The calculated labor quantity does not go below zero. If the labor time deduction is greater than the number of actual labor hours, the labor quantity is set to zero.

    2. Labor time deductions apply to all affected technicians on a job. For example, a labor service deducts an hour of labor from technicians assigned the Apprentice labor rate. If two apprentices work the job, both of their hours are reduced by one hour.

    3. To account for multiple technicians, increase the quantity of the service fee item on the invoice accordingly. The same amount of labor time is deducted regardless of the service fee quantity.

    4. If different service fee items deduct labor time, the deducted time is cumulative. For example, if you add one service fee that deducts 30 minutes and another service fee that deducts 60 minutes, all affected technicians have 1.5 hours deducted from their labor quantity.

To automate labor charges:

  1. After you set labor rates, as described in the Set labor rates section,  turn on the Automate Labor Charges toggle.

  2. Under Minimum Billing Increments, select how you want to round work hour increments:

    1. Actual Time: Labor time is accounted for to the minute

    2. 15 Minutes: Labor time is rounded up to the nearest quarter hour

    3. 30 Minutes: Labor time is rounded up to the nearest half hour

  3. To include hours from dispatch to arrival at the job site with technician labor hours, select Charge for Drive Time.

  4. To add labor time deductions for services:

    1. Select Deduct labor time for service fees. The Service Fees section opens.

    2. In the Name column of the Service Fees table, click Add Service Fee.

    3. Click the dropdown and select the service you want to deduct labor time for. Tip: Use the search field to find the service by name or description.

    4. In the Min field, enter the number of labor minutes to deduct for the service.

    5. Click the Select Labor Rate dropdown and select the labor rates that are affected by the service.

    6. Repeat these steps for every service you want to deduct labor time.

5. When you’re finished, click Review.

Step 5. Review & Finish

Review the details of your rate sheet:

  • If you need to make changes, click Edit for the step you want to edit.

  • If all looks good, click Create Rule.

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.