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 facilities manager needs the signed service report for a rooftop unit (RTU) preventive maintenance (PM) visit before approving the invoice. Mark the completed form customer-facing and they approve without a phone call.
Scenario 2
A property management company audits vendor work quarterly. Marked job photos across every location give them a self-serve record.
Scenario 3
A technician documents a code violation with photos that your team wants to review internally first. Leave those unmarked until your operations manager signs off, then mark them.
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 covering a commercial account with several technicians on one property hovers across the activity lines to confirm which technician is assigned to which rooftop unit (RTU) service call.
Scenario 2
A dispatcher reviewing a non-job event such as a shop meeting hovers over it and sees the matching activity line, confirming the time is accounted for before assigning more work.
Scenario 3
A commercial mechanical contractor serving a multi-state territory sends appointment reminders in the time zone of each building rather than the head office, so site contacts receive the correct arrival time.
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 planning a week of preventive maintenance (PM) visits across several buildings checks technician availability from the Weekly board while placing each visit.
Scenario 2
A dispatcher editing clock times for a crew of four confirms each technician by name in the modal before adjusting their hours.
Scenario 3
A dispatcher closing out a multi-technician service call marks individual technicians done from the job bubble as each finishes their portion.
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 rooftop unit quote for a retail center is checked against the commercial business unit floor before it reaches the facilities manager.
Scenario 2
A negotiated repair discount for an office building triggers a warning rather than a block, so the seller can weigh the tradeoff and continue with a clear record of the shortfall.
Scenario 3
A multi-location maintenance account has its own job type with a dedicated minimum, so volume pricing stays inside policy across every site.
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
A property manager reports a warm case in the produce aisle. A dispatcher filters equipment by the Produce Aisle service area and sees the one refrigeration system that serves it, instead of twelve loose records.
Scenario 2
A multi-floor office building has rooftop units (RTUs) that each serve different floors. Assigning service areas to each rooftop unit means a complaint from Floor 3 points straight at the unit responsible.
Scenario 3
A technician booking follow-up work filters the attach equipment drawer by Building B, selects every matching unit at once, and attaches them to the job in a single step.
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
During a quarterly heating, ventilation, and air conditioning (HVAC) preventive maintenance (PM) visit, a technician logs a failing blower motor as a finding with photos and a high urgency level, and your service manager converts it to an estimate the same afternoon.
Scenario 2
While flushing domestic water heaters at a retail site, a plumbing technician logs corroded piping near the relief valve, and the finding stays attached to that water heater so the next visit shows whether it was repaired.
Scenario 3
An electrical technician logs overheated breakers found during a preventive inspection, and your dispatcher books the corrective job straight from the finding without rebuilding the scope from job notes.
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 grocery store assigns service areas such as Produce Aisle, Dairy Wall, and Frozen Foods to its refrigeration systems, so a report of warm cases points at one system instead of twelve.
Scenario 2
A multi floor office building uses a four level physical location, for example Building A \> Floor 3 \> East Mechanical Room \> Rack 2, so a technician new to the site can find the unit without an escort.
Scenario 3
A technician performing preventive maintenance (PM) on rooftop units (RTUs) drops a pin on each unit during the first visit, turning one PM round into a permanent map of the roof.
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
An operations administrator filters the multi-factor authentication (MFA) screen to office roles, exports the list, and reports readiness by department to their director.
Scenario 2
An account coordinator is building a multi-site preventive maintenance (PM) schedule when the reminder appears. They save the schedule rather than rebuilding it after signing back in.
Scenario 3
A billing specialist is applying payments across several buildings. The countdown lets them finish the batch before MFA setup begins.
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 handling maintenance agreement renewals runs the check before a block of scheduled outbound calls so a weak connection does not interrupt a contract conversation.
Scenario 2
A team lead notices choppy audio on a single workstation, has that CSR run the Network Test, and sends the downloaded report to the internal information technology (IT) team to narrow the problem to one desk.
Scenario 3
An office that has just added rooftop unit (RTU) service accounts brings on new CSRs and has each one run the check on their first day.
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 property manager texts about a rooftop unit (RTU) that has stopped cooling. The installed equipment list shows the unit and its install date, so the CSR can confirm the right asset before dispatching.
Scenario 2
A facilities contact texts from a number that appears on more than one account. The CSR selects the correct account from the match list on the right, and the conversation attaches to that record.
Scenario 3
A company running several ServiceTitan accounts has one CSR covering all of them. The account filter is limited to the accounts that CSR is assigned to, so they work a single queue instead of signing in and out.
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 handles a multi-location commercial account and books a service call for one specific site, with billing and equipment history visible in the same screen.
Scenario 2
An administrator sets up a custom script step that only appears for a specific Business Unit, so CSRs booking for that unit see extra required fields automatically.
Scenario 3
A CSR books a job with a technician preference on file as part of the standard scheduling step.
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 field account manager finishes a rooftop unit (RTU) walkthrough at a retail site, opens the opportunity in the Field Mobile App, raises the ballpark value to match the scope discussed, and moves the stage forward before leaving the parking lot.
Scenario 2
A sales representative logs a call with a facilities director as a call activity with the outcome recorded, so the office sees the result without a separate message.
Scenario 3
A technician uploads photos of a failing chiller to the opportunity so the estimator building the quote has the site conditions in hand the same afternoon.
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 heating, ventilation, and air conditioning (HVAC) account manager walks a rooftop unit survey at a retail center, opens the Field Mobile App, and creates a lead for the chiller replacement with photos attached before leaving the roof.
Scenario 2
A commercial plumbing representative finishes a backflow inspection walkthrough, logs the call outcome on the existing lead, and sets a follow up task for the property manager's budget cycle.
Scenario 3
An electrical sales representative filters the Leads list to the properties owned by one management group, saves that filter as a View, and works the whole group in a single afternoon of stops.
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 commercial heating, ventilation, and air conditioning (HVAC) account manager works a list of building owners due for a rooftop unit (RTU) replacement quote. Each call placed from the opportunity lands on that opportunity as an activity, so the quote history and the outreach history sit in one place.
Scenario 2
A service manager reviewing stalled replacement opportunities can see at a glance which prospects were called last week and which have not been touched, without asking the rep to reconstruct it.
Scenario 3
A rep who reaches a facilities contact and agrees to revise pricing can replay the recording from the activity row before rebuilding the estimate, rather than working from memory.
Estimates
This enhancement lets you spread a group of findings across several estimates in one pass, so each estimate carries only the findings it quotes.
Scenario 1
A technician completes a quarterly preventive maintenance (PM) visit at a multi-tenant office building and logs four findings across two rooftop units (RTUs). The office selects all four, chooses Create New Opportunity, and maps the two findings for each RTU to its own estimate, so the property manager can approve one unit now and the other next quarter.
Scenario 2
A facilities account manager already has an open opportunity for a chiller overhaul. New findings come in from a follow-up visit. They select the findings, choose Link to Existing Opportunity, pick the opportunity, and add each finding to the estimate it belongs to without rebuilding anything.
Scenario 3
An estimator quoting a large mechanical scope uses good, better, best (GBB) estimate templates. They choose Use a Template, see one row per template, and assign the urgent findings to the good option and the full replacement findings to the best option in the same pass.
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 property manager calls about a rooftop unit (RTU) that failed overnight. The scorecard shows whether your CSR captured the site address and access details before ending the call.
Scenario 2
Several callers push back on scheduling availability in the same week. Insights surfaces availability as a rising objection, so you can look at your capacity before you lose more work.
Scenario 3
A facilities contact asks for a quote only. Voice Intelligence separates that from a genuine booking opportunity, so your booking rate reflects real demand.
Marketing Pro
This new feature in Marketing Pro Enterprise applies each company's own brand colors to an email campaign at the moment it is deployed, so a single campaign reaches every company in your network correctly branded. This feature is currently in Private Preview and not available for all accounts.
Scenario 1
A commercial mechanical group running several regional brands deploys one preventive maintenance (PM) reminder campaign, and each region's email carries its own colors.
Scenario 2
A group pushes a shared campaign template across the network, and every company receives it already themed to its own brand.
Scenario 3
A marketing manager rebrands one company in the network by changing its saved colors, and every campaign deployed after that point reflects the change.