Service Titan Knowledge Base

Can’t match tech or job to public reviewLast updated on 05/12/2023

ServiceTitan’s Reputation Management feature allows companies to match a technician and job number to each public review. This article provides troubleshooting steps to help if a tech or job can’t be matched to the correct review.


Problem

ServiceTitan’s Reputation Management has strict technician matching logic that may prevent the desired technician from being matched to a public review. Also, the Auto Verification feature may cause reviews to automatically be matched to incorrect jobs.


Solution

Here are several different workflows you can try to help resolve the issue:


Check Technician Working Time

ServiceTitan’s Reputation Management allows you to match each public review to a designated technician. How technician matching logic works is the system will only allow the review to be matched to the assigned tech with the most Working time on the job (not including Dispatched time). If there’s a review that’s matched to the incorrect technician, check the timesheets on the job page to determine which tech has the most Working time for the job in question.

  1. In ServiceTitan, go to the job page for the review in question.

  2. Look at the yellow Timesheets box on the right side of the job page.

    1. If the technician with the most Working time on the job is the one that’s matched to the review, then this is expected behavior. 

    2. If a different technician needs to be matched to the review for this job, edit the job’s Timesheets so the desired technician has the most Working time, and then follow the steps under the Reassign Review to Correct Tech/Job section to try matching the desired technician to the review. 

    3. If the technician with the most Working time on the job is not currently matched to the review and the system won’t let you reassign the review to the tech with the most Working time, reach out to ServiceTitan Support for further investigation.


Check if Auto Verification is Enabled

If there are many reviews that are being matched to the incorrect job/tech, see if you have Auto Verification enabled. Reputation Management’s Auto Verification feature uses machine learning to consider several factors (such as customer name, the tech mentioned, date review was left, etc.) and then automatically verifies and matches each public review based on what the system considers to be the most relevant job and tech.

Auto Verification is known to not be 100% accurate, which is stated when enabling the feature. Enabling it comes with the risk that some reviews may not be auto-matched to their correct job, which is why it's encouraged to still double-check each auto-verified review and then manually re-match to the correct job if needed.

Check if Auto Verification is enabled, and then disable it in Settings if desired.

  1. In ServiceTitan, click on the gear icon in the upper right corner to access Settings.

  2. Next, go to Marketing Pro > Reputation Management.

  3. Check the Auto-Verify Reviews section. 

  4. If the Enable Auto-Verify toggle is enabled, this means Auto Verification is automatically matching each review to the job that the system considers to be the most relevant. This will lead to some reviews not being matched to the correct job due to Auto Verification not being 100% accurate.

    1. To turn off Auto Verification (so that all reviews will need to be manually matched going forward), click on the Enable Auto-Verify toggle so it’s grayed out. 

  5. If Auto Verification is already off or if an auto-verified review needs to be reassigned to a different job, move on to the Reassign Review to Correct Tech /Job section.


Reassign Review to Correct Tech/Job

To fix a review that was matched to the incorrect job or tech, edit the review’s job details to find and assign the correct job.

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

  2. Click on Reviews under the Reputation section.

  3. Find and click into the review that was matched to the incorrect job.

  4. In the review flyout, click Edit under Job Details.

  5. Enter the correct job’s Start Date first. Next, enter the Job Status, Technician, and Job Number for the correct job that the review was generated. Note: The correct job should have a tech assigned in order to be eligible to match the review. If the job that generated the review does not have a tech assigned, it cannot be matched to a review.

  6. Click Save to save changes to the review.


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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.