This update enhances the Dispatch Pro Troubleshooter by making it easier for dispatchers to see why jobs and technicians are matched or skipped, so they can trust and act on ServiceTitan scheduling decisions more quickly.
What's changing?
Previously, the Dispatch Pro Troubleshooter offered limited visibility into why a specific technician was suggested or skipped, forcing dispatchers to guess and switch between the job, schedule, and technician record. Now, the Troubleshooter brings key job and technician details into a single view—including required skills, job priority, arrival window, shift availability, and drive-time limits—so you can quickly understand why a technician is included or excluded and decide whether to keep or adjust the schedule.
Resources
Before and After
Before (Current)
You open the Troubleshooter after Dispatch Pro does not pick the technician you expect.
You see a list of suggested technicians with limited explanation.
You click into the job record, technician record, and schedule to compare skills, shifts, and drive time by hand.
You make a guess about why a technician was skipped and decide whether to override the Dispatch Pro choice.
Impact: Dispatchers spend extra time guessing, have less trust in Dispatch Pro, and may make schedule changes that work against ServiceTitan rules.
Try the current workflow in your account. From the Dispatch board, select a job on the board > select the Dispatch Pro tab > click Troubleshoot Dispatch Pro.
After
You open the Troubleshooter when you want to review a Dispatch Pro decision.
You see more explainability such as the job's required skills, priority, and arrival window next to each technician.
You see each technician's shift availability, drive-time limits, and other key constraints in the same view.
You clearly see why a technician is suggested or excluded and decide whether to keep the recommendation or make a change.
Impact: Dispatchers better understand Dispatch Pro decisions at a glance, move jobs with more confidence, and keep schedules aligned with ServiceTitan rules and business goals.
Test the changes in the NEXT environment. From the Dispatch board, select a job on the board > select the Dispatch Pro tab > click Troubleshoot Dispatch Pro.
Who uses this feature
Residential Service and Replacement, Commercial Service and Replacement
Administrators, Managers, Dispatchers
Region availability: All regions
How it works for your industry
Residential Service and Replacement
During summer no-cool calls, a dispatcher checks the Troubleshooter to see that the "closest" technician is actually blocked by drive-time limits, so they keep the recommended technician to protect response time for later jobs.
For a membership tune-up, a dispatcher uses the Troubleshooter to confirm that a junior technician is skipped because they do not have the needed skills, and keeps the senior technician on the job.
When a homeowner requests a tight arrival window, a dispatcher reviews the Troubleshooter to see which technicians can realistically meet that window before moving the job.
Commercial Service and Replacement
For a large rooftop unit call, a dispatcher opens the Troubleshooter to confirm that only technicians with the right commercial skills and enough shift time left are suggested.
When a multi-stop commercial route is packed, a dispatcher uses the Troubleshooter to see that a "free" technician is skipped due to drive-time limits that would break the route, and chooses not to override.
For a high-priority service level agreement job, a dispatcher checks the Troubleshooter to verify that Dispatch Pro is favoring technicians who can meet both priority and arrival window, not just distance.
How to Prepare?
Confirm your account has Dispatch Pro. If you don't already have Dispatch Pro and are interested, review pricing and select your package here. You can also request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Confirm that dispatchers know how to open the Troubleshooter from the Dispatch Board in ServiceTitan.
Identify common complaints or questions about Dispatch Pro choices and collect a few recent jobs to review together in the Troubleshooter.
Train dispatchers on which fields to focus on in the Troubleshooter, such as skills, priority, arrival window, shift time, and drive-time limits.
Align managers and dispatchers on when to follow Dispatch Pro recommendations and when it is acceptable to override based on the new explainable view.