Service Titan Knowledge Base

Can’t see Reputation review(s) or reviews stopped syncing into ServiceTitanLast updated on 12/08/2022

Reviews from a company’s public online Listings feed into ServiceTitan automatically through an API involving our Reputation Management integration partner, Yext. The integration syncs batches of reviews from those online listings into ServiceTitan every few days.


Problem

Companies may experience a problem where they’re not seeing recent reviews in ServiceTitan even though there are recent reviews on their public sites.


Solution

Reviews will usually sync within a few hours from the public listing sites into ServiceTitan via an API connection, but the review sync can occasionally take up to 7 days if they weren’t pushed into ServiceTitan initially. If the review still hasn't been synced into ServiceTitan more than 7 days after the customer left the review, then follow the workflows below to resolve the issue.

  1. Identify the review dates in Yext (if only one or a few reviews haven’t synced)

  2. Check Google Place ID and update if needed (if no new Google reviews have synced for over a week)

  3. Check public site listings for error messages


Identify the review dates in Yext (if only one or a few reviews haven’t synced)

Google allows customers to post only one review per company in Google. If a customer already posted a review for your company, then they’ll only be able to edit their existing review instead of posting a new one.

When a user edits an existing review, the review’s date in Google will update to be the date the edit was made so it appears as if it were a new review. However, the same review in ServiceTitan will only show the original review date. The same review in Yext will usually show both the original date and the edited date. Look for the review(s) in Yext to check the posting date(s).

  1. In ServiceTitan, click on the speaker icon to access the Marketing Pro module, and then click on Listings under the Reputation section. This will open your Yext account in a new tab.

  2. Once in Yext, click on Reviews and then Monitoring.

  3. On the Monitoring page, find the recent review in question.  Note: Use CTRL+F on Windows or command⌘+F on Mac to search by the reviewer’s name or review message. You can also use the filters at the top to search within a certain date range or for a specific rating.

  4. Once the review in question is located, look at the date in the Date column and compare it with the date under the reviewer’s name. If the date under the reviewer’s name is much older than the other date, then this indicates that the reviewer updated an existing review. If this is the case, you can find this review in ServiceTitan on the Reviews page by searching for the original posted date instead of the updated review date.

  5. If both dates are within a few weeks of each other or the review can’t be located in Yext at all, then follow the relevant next steps below:

    1. If the review sync issue is affecting all recent Google reviews that haven’t synced in over a week, go to the next Check Google Place ID and update if needed (if no new Google reviews have synced for over a week) section. 

    2. If the review sync issue is related to other review sites besides Google, move on to the Check public site listings for error messages section.


Check Google Place ID and update if needed (if no new Google reviews have synced for over a week)

If it’s specifically Google reviews that haven’t been synced in over a week, confirm whether the Google Place ID entered in Yext matches the Place ID in Google’s database. If the Place IDs do not match between Yext and Google, update as needed.

  1. In ServiceTitan, click on the speaker icon in the top navigation bar to access the Marketing Pro module.

  2. Under the Reputation menu, click on Listings, which will open a new browser tab to your company’s Yext account.

  3. In the new Yext tab, go to Knowledge Graph > Entities.

  4. Click on your company’s location name, and then click Google Business Profile Fields from the left-hand menu.

  5. Expand the Google Business Profile Fields section, and note the Google Place ID.

  6. Next, open a new browser tab and go to https://developers.google.com/maps/documentation/places/web-service/place-id.

  7. On the Google Maps Platform Place IDspage, scroll down to the Find the ID of a particular place section.

  8. Enter your company’s physical location address (should be the same address as the Knowledge Graph > Entities > Core Information > Address field in Yext) into the Enter a location box, and select the correct address from the dropdown.

  9. After selecting your location address, Google Maps will show a popup with the Place ID for that address.

    Compare the Place ID in the map on the Google tab with the Place ID under the Google Business Profile Fields section on the Yext tab.

  10. If the Place IDs already match between Google and Yext, move on to the next Check public site listings for error messages section.  If the Place IDs do not match between Google and Yext, follow these steps: 

    1. On the Google tab, copy the Place ID from the map popup.

    2. Go back to the Yext tab on the Entities page and expand the Google Business Profile Fields section.

    3. Hover over the Google Place ID field and then click on the edit pencil icon.

    4. Paste the Place ID from the Google tab into the Google Place ID field, and click Save.

    5. From the top Yext navigation bar, click on Reviews > Monitoring to see if the Google reviews have started syncing. If recent Google reviews still aren’t syncing within a few hours of updating the Place ID, move on to the next Check public site listings for error messages section.


Check public site listings for warning messages

Lastly, see if there are any errors for the listing site that could be affecting review sync.

  1. In ServiceTitan, click on the speaker icon in the top navigation bar to access the Marketing Pro module.

  2. Under the Reputation menu, click on Locations, and then click Manage Listings.

  3. Ensure that the public listing sites (Google My Business and Facebook, for example) are in a Live status. If not, then you’ll need to sign in to any listing sites that aren’t Live.

  4. On the same Listings page, if any of the Listings are in a status of Unavailable, hover over the tooltip next to the Needs Attention warning. This message comes directly from the listing site and indicates if there are any actions that need to be taken by your company.

    Note: For more information on how to resolve different Needs Attention errors, see Reputation reviews aren’t syncing to Reputation Management due to the ‘Needs Attention’ error on the review site listing.

  5. Please reach out to ServiceTitan Support if you need further assistance with listing sync issues.


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