Service Titan Knowledge Base

Cant’ see Reputation review(s) or reviews stopped syncing into ServiceTitanLast updated on 09/05/2022

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, but the 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

  2. Check public site listings for error messages


Identify the review dates in Yext

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 show both the original date and the edited date. Find the review in both Yext and ServiceTitan to confirm whether the recent review is an update to an existing review.

  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 steps in the next Check public site listings for error messages section.


Check public site listings for warning messages

  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 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.


Related Content



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