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Core Products
Global Navigation
This enhancement to left navigation keeps the screens you favorite in view and puts every other screen you can access one search away in Go to.... This enhancement starts as a private preview and rolls out to companies in waves.
Scenario 1
A dispatcher at a commercial mechanical contractor keeps Dispatch and Job Booking starred, and Dispatch still opens their Preferred Dispatch Board.
Scenario 2
An accounting lead stars the Accounting area to add every screen under it in one click.
Scenario 3
A service manager who opens Pricebook a few times a year finds it with Go to... instead of keeping it in the navigation.
Field Mobile App
Search every job, project, customer, and location from the Field Mobile App, then take action on jobs that aren't assigned to you.
Scenario 1
A technician arrives at a building with several tenants. They search the location to see which jobs and equipment belong to it.
Scenario 2
A service manager needs to close out a job a technician left open. They find it in search and mark it complete from the field.
Scenario 3
A technician is asked about past service on a rooftop unit (RTU). They search the location and review the job history before starting work.
Identity and User Management
This improvement to multi-factor authentication (MFA) enforcement requires MFA for anyone who holds one of seven more sensitive permissions, plus one Enterprise Hub permission, so a stolen password alone can't open your sign-in, single sign-on (SSO), Command Center, or automation controls.
Scenario 1
An IT lead holds Manage SSO Configuration to manage single sign-on (SSO) for a multi-branch company. Multi-factor authentication (MFA) now turns on for them and stays on while they keep the permission.
Scenario 2
A service manager holds Allow Manage User Sessions to sign out employees who leave the company. They already use an authenticator app, so they keep working with no interruption.
Scenario 3
An operations director holds Manage Command Center Recommendations. The administrator exports the MFA list before the release and confirms the director has a verified mobile number.
Payables
Bring Ramp card spend into ServiceTitan with this new feature, already attached to the job or project it belongs to.
Scenario 1
A technician on a rooftop repair buys a replacement motor with a Ramp card and enters the job number in Ramp.
Scenario 2
A service manager reviews card spend on each job before invoicing a property management client.
Scenario 3
An accountant exports the week's card expenses to Sage Intacct in one batch.
Ramp Bill Pay is a new feature that lets you pay approved vendor bills by ACH transfer or check without leaving ServiceTitan.
Scenario 1
A commercial HVAC controller pays several bills from the same equipment distributor in one payment run.
Scenario 2
An accounts payable clerk cancels a payment while it is still Scheduled after finding a pricing error on the bill.
Scenario 3
A commercial plumbing bookkeeper reviews the Payment Method column on the Payments screen to see which vendors were paid by ACH transfer and which by check.
Voice Agents
Choose a different escalation action for Voice Agent calls that come in after hours, all in the same agent.
Scenario 1
A restaurant manager calls on a Saturday night because the walk-in cooler stopped working. Set your custom trigger for equipment-down calls to transfer the call after hours, so your on-call technician hears about it fast.
Scenario 2
A property manager calls after you close to ask about a service agreement invoice. Set your custom billing trigger to take a message after hours, so your accounting team gets a task to handle during the day.
Scenario 3
A caller who cannot be verified asks for service at one of your multi-site accounts late at night. Set a verification and identity trigger to take a message after hours, instead of sending an unknown caller to your on-call staff.
Pro Products
Fleet Pro
Activity Timeline is a new Fleet Pro screen that shows each vehicle's day as driving, idling, and stop segments, with events marked where they happened.
Scenario 1
A facilities maintenance company sends technicians to several buildings each day. A manager reviews one van's row to see the order and length of each stop before answering a property manager's question.
Scenario 2
A fuel bill comes in higher than expected. A manager selects a group of service trucks and looks for long orange Idling segments to see which trucks idled most and where.
Scenario 3
A speeding marker appears on a truck's afternoon drive. The manager opens Driving Details, finds the event in the list, and selects the locate button to see exactly where it happened.
Max
Messages
Texting in Messages is a new feature coming to Max and Demand companies in the next release, so your team can read and answer texts in one shared inbox with each conversation tied to the right account. This change is coming soon in a future release, but you can begin preparing for it now.
Scenario 1
A property manager texts about a rooftop unit (RTU) that stopped cooling. The CSR opens the conversation and replies from the same screen.
Scenario 2
A facilities contact replies to a text the office sent last week. The conversation reopens in the list so the team sees the new reply.
Scenario 3
A customer service representative (CSR) needs to reach a site contact about access. The CSR starts the text from the job, so the conversation stays tied to that job.
Block as Spam is an enhancement to text conversations in Messages that lets you stop a spam number in one step, without leaving the conversation. This change is coming soon in a future release, but you can begin preparing for it now.
Scenario 1
A dispatcher handling property managers for several buildings gets repeated spam texts. Blocking from the conversation keeps the inbox clear for service requests.
Scenario 2
An accounting team member who texts about invoices spots a spam conversation. They block it without leaving Messages.
Scenario 3
An administrator reviews roles before the release and confirms the dispatch team keeps the permissions they need to block spam.
Voice Intelligence
Find and fix jobs booked with the wrong job type, business unit, or tags, right from the call that created them. This is a new feature in Voice Intelligence.
Scenario 1
A rooftop unit (RTU) service call is booked as a preventive maintenance (PM) visit. Accepting the suggested job type schedules the right duration and skills for the repair.
Scenario 2
A CSR books a refrigeration call under the general HVAC business unit. The flag routes revenue to the refrigeration business unit for accurate reporting.
Scenario 3
A facilities manager asks for an emergency repair, but the job lacks an emergency tag. The suggested tag helps dispatch prioritize the job.
This enhancement gives Voice Intelligence one filter layout across Call Analysis, Insights, and Coaching Hub, and lets you filter calls by call data, workflow, and queue. ---
Scenario 1
A company filters by its commercial service queue to keep commercial calls separate from residential calls.
Scenario 2
A manager adds a custom call data component for whether a service agreement came up, then filters for the calls where it did.
Scenario 3
A call center lead uses Outcome to find booked calls whose jobs are still on hold.