Service Titan Knowledge Base

Can’t see the campaign on the Marketing dashboard, Modular Dashboard scorecards, or in Campaign Summary reportingLast updated on 09/27/2022

This article helps you troubleshoot when users can’t see marketing campaigns on their Marketing dashboard, Modular Dashboard scorecards, or in Campaign Summary reporting.


Problem

Users can’t see a marketing campaign on their Marketing dashboard, Modular Dashboard, or Campaign Summary reporting because they either deactivated the campaign in their settings or created the campaign in the wrong place. Follow the steps below to help resolve the issue.


Solution

Campaigns can be created and deactivated in two different places in ServiceTitan: either on the legacy Campaign Settings page (Settings > Operations > Campaigns) or in the Marketing module (either Marketing > Pro Campaigns if you’re using Marketing Pro, or Marketing > Campaigns if you’re not using Marketing Pro).

A campaign may not appear on the Marketing Campaigns Dashboard, in the Modular Dashboard marketing scorecards, or in Campaign Summary Reporting if it was either deactivated in the legacy Campaign Settings page or if it was created in the wrong place in ServiceTitan.

Follow the workflow steps to resolve the issue if a campaign isn’t appearing as expected.

  1. Find the campaign in the Marketing module, and then follow the relevant steps below based on the campaign’s status:

    1. If the campaign was deactivated/archived:

      1. Reactivate the campaign in the Settings & unarchive it in the Marketing module

    2. If the campaign is in Draft status and needs to be launched from ServiceTitan:

      1. Launch Marketing Campaign

    3. If the campaign is in Draft status and does NOT need to be launched from ServiceTitan:

      1. Deactivate Marketing campaign

      2. Deactivate the campaign in the Marketing module and recreate it as a legacy campaign


Find the campaign in the Marketing module

Go to the Marketing module to find the campaign and confirm its status.

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

  2. From the left menu of the Marketing module, click on either Pro Campaigns (if you have Marketing Pro) or Campaigns (if you do not have Marketing Pro).

  3. Check the Automated and One-time tabs and the Archived campaigns page to find the campaign in question. Once the campaign is located, follow the relevant workflow below based on the campaign’s status to resolve the issue.

  4. If the campaign was deactivated/archived, follow the steps in the Reactivate the campaign in the Settings & unarchive in the Marketing module

  5. If the campaign is in Draft status and needs to be launched from ServiceTitan, follow the steps in the Launch Marketing campaign section.

  6. If the campaign is in Draft status and does NOT need to be launched from ServiceTitan, follow the steps in the Deactivate Marketing campaign in the Marketing module and recreate it as a legacy campaign section.


Reactivate the campaign in the Settings & unarchive it in the Marketing module

If a campaign was deactivated on the Settings > Operations > Campaigns page, this will automatically archive the campaign in the Marketing Dashboard and hide it from view. Follow the steps below to reactivate the campaign and unarchive it in the Marketing module.

  1. Once the campaign is located in the Marketing module, see if there’s a No symbol next to the Name.

    1. If there’s a No symbol next to the campaign’s name, click on the three dots next to the campaign and select Unarchive to make the campaign visible on the main campaign page. 

    2. If there is a No symbol next to the campaign’s name, click on the three dots for that campaign, and then click Manage Status to access the legacy Campaign Settings.

  2. On the legacy Campaigns page, filter for inactive campaigns and locate the campaign in question.

  3. Once the inactive campaign is located, select the checkbox next to the campaign, and then click the Activate button at the top.

  4. A Confirmation activation popup should appear. Click Confirm to activate the campaign.

  5. If needed, go back to the Archived Campaigns page in the Marketing module and unarchive the campaign.


Launch Marketing Campaign

Campaigns should only be created in the Marketing module if they’ll be launched from the Marketing module in ServiceTitan. If a campaign was already launched outside of ServiceTitan, then it should be created on the legacy Campaign Settings page (Settings > Operations > Campaigns) instead.

If a campaign was created in the Marketing module and hasn’t been launched yet, it will not appear in the Modular Dashboard scorecards or in Campaign Summary reporting until it’s been launched. If the campaign does need to be sent through the Marketing module, follow the steps below to launch the campaign, after which point the campaign should appear on the Dashboard and in Campaign Summary reporting.

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

  2. From the left menu of the Marketing module, click on either Pro Campaigns (if you’re using Marketing Pro) or Campaigns (if you’re not using Marketing Pro).

  3. Find the campaign in question, click the three dots next to the campaign, and select Edit.

  4. Finish setting up the entire campaign as desired in the Campaign Builder (including tracking number, template, audience, etc.), and then click Launch Campaign on the Review & Submit step to schedule the campaign.

  5. Note: This Knowledge Base article provides more information on creating an email campaign if you’re using Marketing Pro: ​​https://help.servicetitan.com/how-to/create-and-edit-email-campaigns

  6. Note: This Knowledge Base article provides more information on creating SMS Recurring Service campaigns: https://help.servicetitan.com/how-to/create-and-edit-recurring-service-campaigns-using-sms

  7. The campaign will appear in the Modular Dashboard scorecards and in Campaign Reporting once it goes Live.


Deactivate the campaign in the Marketing module and recreate it as a legacy campaign

If the campaign was already launched outside of ServiceTitan, follow the steps below to deactivate the campaign in the Marketing module and recreate it as a legacy campaign instead. Once the campaign is recreated in the legacy Campaign Settings, it will appear in the Modular Dashboard scorecards and in Campaign Reporting.

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

  2. From the left menu of the Marketing module, click on either Pro Campaigns (if you’re using Marketing Pro) or Campaigns (if you’re not using Marketing Pro).

  3. Find the campaign in question, click the three dots next to the campaign, and select Archive to deactivate the campaign. 

  4. Next, click on the gear icon in ServiceTitan to access the General Settings, and then go to Operations > Campaigns.

  5. Click the Add button at the top.

  6. On the Add a Campaign page, set up the campaign details as desired. Make sure to assign any associated tracking numbers in the Advertised Number field. Click Save to save changes.

    Check the Modular Dashboard’s Marketing Scorecards to ensure the newly-created campaign is appearing correctly. If it still doesn’t appear, reach out to the ServiceTitan Support Team for further assistance.


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