Core Products
Customer Portal
Mark individual job photos, completed forms, and other attachments as customer-facing so they appear on that job in the customer portal, giving the people you serve a complete record of the work without calling your office.
Scenario 1
A general contractor requires substantial completion documentation for each phase. Mark the completed forms customer-facing and they pull them from the portal for the closeout package.
Scenario 2
Photos supporting a change order are marked customer-facing so the general contractor can review the field condition that triggered it.
Scenario 3
Subcontractor coordination photos meant for your project manager stay unmarked and internal.
Dispatching
These Dispatching Experience enhancements makes it clearer which work on the Dispatch Board belongs to which technician, renames a display setting so its purpose is obvious, and lets you choose whether appointment reminders go out in your account time zone or the time zone of the job location.
Scenario 1
A dispatcher managing several crews on one commercial site hovers across the activity lines to confirm which crew is tied to which work order before assigning the next task.
Scenario 2
A project coordinator new to the office opens Settings, finds Technician Status Details, and understands what appears under each name on the board without asking a colleague.
Scenario 3
A general contractor running projects in three states sends appointment reminders in the local time zone of each site, so site superintendents are not planning around a time set by the head office.
Three improvements to the new Daily and Weekly Dispatch Board close workflow gaps that kept dispatchers on the Classic Dispatch Board: full technician detail on the Weekly board, a clearer clock-in and clock-out confirmation, and one-select status actions on the job bubble.
Scenario 1
A dispatcher laying out a week of work across several active projects reviews technician availability from the Weekly board without switching to the daily view.
Scenario 2
A dispatcher reconciling timesheets for a large crew confirms the technician's name in the clock-in and clock-out modal before making edits.
Scenario 3
A dispatcher managing phased work marks technicians done from the job bubble as each phase closes, leaving the appointment open for the remaining crew.
Estimates
This enhancement to Sales Margin Control lets you set minimum and warning margin thresholds for specific roles, business units, and job types, and stops estimates that fall below the minimum from being sold.
Scenario 1
A tenant improvement change order is checked against the minimum for that business unit before it reaches the general contractor.
Scenario 2
A project manager is given a role-scoped rule with more room to discount than a junior estimator, matching the authority each one actually holds.
Scenario 3
A design-build revision that falls below the floor stops at the send step, so a low-margin change order becomes a deliberate decision rather than an oversight.
Equipment
Equipment Systems is a new feature that lets you group related equipment into a single system, record exactly where each unit sits, and record which spaces that unit serves and each equipment's physical location at the service location.
Scenario 1
An electrical contractor records the Physical Location of each distribution panel down to the room and rack, so commissioning teams find them without an escort.
Scenario 2
Equipment installed across phases is grouped into systems as it goes in, giving the closeout team a structured inventory rather than a flat list.
Scenario 3
A technician captures coordinates and a photo of a rooftop unit in the ServiceTitan Field Mobile App, so the next crew on site has a visual reference.
Findings is a new feature that turns the issues your technicians spot in the field into structured records your office team can quote, schedule, and track.
Scenario 1
A technician commissioning rooftop units (RTUs) on a new build logs punch items as findings against each unit, so the closeout team can see exactly what remains open per piece of equipment.
Scenario 2
During a plumbing rough-in walkthrough, a technician logs a backflow preventer that will need certification before turnover, and the finding carries forward to the service phase after the building is handed over.
Scenario 3
An electrical crew flags emergency lighting that failed its first test, and your project manager adds the fix to an existing job rather than opening a separate ticket.
Field Mobile App
Physical Location and Service Areas is an enhancement to installed equipment that records where a piece of equipment sits in a building and which spaces it serves, so technicians can walk straight to the right unit.
Scenario 1
A general contractor turnover package includes mechanical drawings, which the commissioning technician marks as location attachments so the service team gets them with the equipment.
Scenario 2
Equipment installed across several buildings on one campus gets a physical location that starts with the building, so service calls route to the right structure.
Scenario 3
Service areas recorded during commissioning tell the service team which tenant spaces each unit serves, which supports triage when several spaces report problems at the same time.
Identity and User Management
Two improvements to multi-factor authentication (MFA) make enforcement easier to plan for and easier to absorb: an export of the MFA user list so you can see who is ready, and a 15 minute countdown reminder so nobody is signed out mid-task.
Scenario 1
A controller exports the multi-factor authentication (MFA) list, filters for staff holding financial permissions, and confirms every one of them is set up ahead of enforcement.
Scenario 2
A project accountant is assembling a progress billing package when the reminder appears. The countdown lets them complete and save the package.
Scenario 3
A project manager (PM) is approving subcontractor invoices. They finish the approvals during the countdown rather than starting over.
Pro Products
Contact Center Pro
The Network Test is a new built-in check inside the Contact Center Pro calling experience that lets your team confirm their connection can carry a clear call before they start taking calls.
Scenario 1
A CSR supporting several active job sites runs the check before a day of bid follow-up calls.
Scenario 2
An office manager overseeing multiple locations has each location run the Network Test after a network change, then compares the downloaded reports.
Scenario 3
A team working from a shared trailer office runs the check when audio problems start, and uses the Poor result to prompt an internal information technology (IT) review.
Early Access
Contact Center Pro
Messages is a new feature that brings two way texting into Contact Center Pro, so you can read and answer customer texts in the same place you take calls, with the customer's account details already on screen. The Messages feature is currently in Private Preview and not available for all accounts.
Scenario 1
A general contractor texts a question about a change on an active project. The CSR reviews recent jobs and billing detail in the right panel before replying.
Scenario 2
A customer with more than fifty service locations texts in. The equipment preview does not load for accounts that size, so ServiceTitan shows a notice and the CSR filters to a single location to see that site's equipment.
Scenario 3
Several CSRs cover the same queue. When one of them opens a conversation, it shows as read for everyone with visibility, so the team does not double reply.
A new guided booking experience lets Customer Service Representatives (CSRs) complete a full job booking without ever leaving Contact Center Pro. This feature is currently in Private Preview and not available to all accounts.
Scenario 1
A CSR handling a large account references linked billing and equipment history in the customer context panel while building the booking.
Scenario 2
A CSR completes a booking without Adaptive Capacity, using manual scheduling instead, since Adaptive Capacity is recommended but not required.
Scenario 3
A CSR changes the Business Unit partway through a booking, and dependent fields reset automatically to prevent an invalid combination, the same protection that exists in the current booking flow today.
CRM
Mobile CRM Opportunities is a new feature that lets your commercial sales team view and manage their customer relationship management (CRM) opportunity pipeline directly in the ServiceTitan Field Mobile App. CRM is currently in Private Preview and not available for all accounts.
Scenario 1
A project developer meets a general contractor on site, creates a new opportunity with the customer, location, and estimated start and end dates, and assigns it to themselves in one pass.
Scenario 2
A representative reviews the estimates already attached to an opportunity to confirm which revision the owner has seen before discussing pricing.
Scenario 3
A representative adds a task to collect updated drawings, assigns it to a coordinator with a due date, and marks an earlier task complete from the same screen.
Mobile CRM Leads is a new feature that brings the ServiceTitan CRM Leads experience into the ServiceTitan Field Mobile App, so sales representatives can work their leads from a phone instead of waiting to get back to a desk. CRM is currently in Private Preview and is not available for all accounts.
Scenario 1
A garage door representative visits a multi building site, creates a lead with the requested job details and address, and converts it into an opportunity so the estimator can begin scoping the same day.
Scenario 2
A mechanical contractor's account manager uploads the scope of work document and site photos to the lead from the job trailer, so the estimating team is not waiting on a return trip to the office.
Scenario 3
A commercial electrical representative reviews open tasks on a lead between site visits, marks the ones that are done, and creates the next task so nothing sits untouched in the pipeline.
Outbound calls placed from a ServiceTitan CRM opportunity or lead are now logged to that record on their own, so call history stays with the deal without anyone typing it in.
Scenario 1
A business development lead chasing general contractors on an upcoming bid package calls from the lead record before any customer exists in ServiceTitan. The call is now placed through ServiceTitan and logged to that lead.
Scenario 2
When a lead converts to an opportunity after the bid is awarded, the calls already logged move across with it, so the pre-award conversation history stays attached to the deal.
Scenario 3
A project executive preparing for a handoff meeting can open the opportunity and see the full sequence of calls, including who spoke to the contractor and for how long, before deciding who owns the relationship going forward.
Job Booking and Contact Experience
Voice Intelligence is a new feature that reviews every recorded call your team takes and gives you an objective read on what actually happened, and it arrives with Max in Calls in the next release. This change is coming soon in a future release, but you can begin preparing for it now.
Scenario 1
A general contractor calls about a bid deadline. The scorecard shows whether your CSR captured the project name and the due date.
Scenario 2
A call is logged as a booked job but the caller only asked for pricing. The outcome mismatch flag prompts you to correct the record before it reaches your reporting.
Scenario 3
Objection trends across a quarter show that out of service area comes up often for one region, which helps you decide where to expand.