This improvement adds a Book Follow-up Job option to the job closeout flow in the Field Mobile App, so technicians can schedule a return visit for the same customer while still on-site.
What's new?
When a technician finishes a job and spots a follow-up need, there has been no way to book it from the Field Mobile App without leaving the closeout flow entirely. The technician typically has to call dispatch, describe the situation, and hope the follow-up gets booked.
Now, a Book Follow-up Job option appears in the closeout flow for technicians with the Book Job permission. Tapping it opens a booking form with the customer name, location, and technician already filled in from the current job. The technician selects a job type, picks a date and time, and submits. The follow-up is created as a separate job record with its own schedule and assignment. The closeout flow is never interrupted. If the technician leaves the follow-up form without submitting, they return to the exact closeout step they left, with all prior inputs preserved. If the technician has the Leave Unassigned permission, they can leave the follow-up for the dispatcher to assign. This flow requires an internet connection.
Before and After
Before (Current)
A technician finishes a job and identifies that the customer needs a follow-up visit.
There is no way to schedule the follow-up from the Field Mobile App.
The technician calls the office and asks a dispatcher or Customer Service Representative (CSR) to book the return visit.
The dispatcher may be busy, and the follow-up request may be delayed or forgotten.
Revenue is lost because the follow-up was not booked at the moment of highest intent.
Impact: Follow-up jobs are lost to process friction. The technician is on-site with the customer, but the booking depends on a phone call to the office.
After
A technician finishes a job and identifies that the customer needs a follow-up visit.
During closeout, the technician taps Book Follow-up Job in the Field Mobile App.
The customer name, location, and technician are already filled in. The technician selects a job type, date, and time.
The technician taps Submit. The follow-up is created as a separate job in ServiceTitan.
The technician returns to the closeout flow at the exact step they left, with all prior inputs preserved, and finishes closing out the current job.
Impact: Technicians book follow-up jobs on the spot, capturing revenue at the moment of highest intent without interrupting the closeout flow.
Who uses this feature
Market Segments: Residential Service and Replacement
Office roles: Administrators (enable Book Job permission for technicians), Dispatchers (receive unassigned follow-up jobs for routing)
Technicians: Technicians (book follow-up jobs during closeout in the Field Mobile App)
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A plumbing technician fixes a leaking faucet and notices the water heater is past its expected life. During closeout, they tap Book Follow-up Job, select Water Heater Replacement as the job type, choose a date next week, and submit. The follow-up appears on the dispatch board without a phone call to the office.
An HVAC technician completes a repair and the homeowner mentions the upstairs unit has been running loud. The technician taps Book Follow-up Job, fills in the job type, and leaves the job unassigned for the dispatcher to route to the right technician.
An electrical technician finishes a panel inspection and recommends a full rewire. They book the follow-up visit on the spot during closeout. The customer and address are pre-filled, so the technician only needs to pick the job type and date. The closeout finishes without delay.
How to prepare
Have an administrator reach out to Technical Support or their Customer Success Manager to ensure the Book Follow-up Job configuration is enabled for their account.
Confirm that technicians who should book follow-up jobs have the Book Job permission enabled in ServiceTitan.
Decide whether technicians should also have the Leave Unassigned permission, which allows them to book a follow-up without assigning it to themselves. If enabled, the dispatcher can route the job later.
Train technicians to look for the Book Follow-up Job option during closeout. Remind them that tapping it does not interrupt the closeout. They can book the follow-up, return to closeout, and finish closing the current job.
Bookmark any knowledge base articles or Academy videos for team training.