Core Products
Equipment
Track equipment age with the Manufactured On date field: This improvement adds a dedicated Manufactured On date field to installed equipment records so you can view, enter, and report on equipment age even when an Installed On date is not available. What this means for you:
A dispatcher reviewing a commercial account's equipment table adds Manufactured On as a visible column. The team can now sort and filter equipment by manufacturing date to prioritize aging units for service agreements.
A technician on a rooftop unit (RTU) maintenance visit enters the Manufactured On date from the unit nameplate directly in the equipment drawer on the job screen. This date becomes part of the equipment record immediately.
A manager uses the Manufactured On field in the equipment reporting dataset to build a custom report showing all commercial equipment manufactured before a specific year, supporting fleet-wide age analysis.
Field Mobile App
Run mixed timekeeping modes in the Field Mobile App with Simple Timekeeping: Simple Timekeeping is a new timekeeping mode in the Field Mobile App that gives technicians a minimal Clock In, Clock Out, and Meal Break experience while allowing different timekeeping modes to run side by side in the same business unit. What this means for you:
A commercial HVAC contractor runs preventive maintenance crews alongside emergency service technicians. PM crews track detailed activities, while emergency techs need a fast clock in and clock out. The administrator assigns Simple Timekeeping to the emergency techs and leaves the PM crew on their existing mode.
A plumbing technician services a restaurant and clocks in from the parking lot. They have no cell signal inside the kitchen, but the Field Mobile App stores the clock-in event and syncs it when they step outside later. The timesheet is accurate without any manual corrections.
A commercial operations manager migrates their tenant from legacy timekeeping to Flexible Timekeeping without disrupting the field team. Technicians who need simple tracking get the Simple mode; others keep their current flow. The migration happens gradually, one technician at a time.
Manage non-job events directly from the timesheet with Continuous Timekeeping in the Field Mobile App: This improvement integrates non-job events directly into the Continuous Timekeeping workflow in the Field Mobile App, so technicians can start, create, edit, and end non-job events without leaving the timesheet. What this means for you:
A commercial HVAC technician has a pre-scheduled vehicle inspection non-job event (NJE) each morning. The inspection starts automatically at 7:00 AM as scheduled. The technician completes the inspection, then taps their first job of the day. The NJE ends and the job begins on the timesheet.
A plumbing technician at a hospital site realizes their vehicle inspection NJE has the wrong location. They tap Edit on the activity card, correct the location, and continue. The timesheet reflects the accurate details without an office callback.
A commercial operations manager reviews time across a crew of 10 technicians. Non-job events like safety briefings and supply runs all appear on each technician's timesheet with correct times, reducing payroll questions.
Leave booked jobs unassigned for dispatcher routing in the Field Mobile App: This improvement adds a Leave Unassigned option to the Book Job flow in the Field Mobile App, so technicians with the right permission can book a job without assigning it to themselves and let the dispatcher route it instead. What this means for you:
An electrical technician completes a panel inspection at an office building and the facilities manager requests a follow-up for conduit repairs. The technician books the job and selects Unassigned because the repair requires a licensed journeyman. The dispatcher routes it to the right technician based on certification and availability.
A commercial HVAC technician servicing a retail chain location identifies a refrigerant leak that needs a return visit. They book the job unassigned so the dispatcher can assign it to whichever technician is already scheduled at a nearby location, reducing drive time and improving route efficiency.
A service manager at a multi-site commercial account enables the Leave Unassigned permission for all field technicians who handle new job intake. Jobs booked on-site across multiple locations flow into the dispatch board unassigned, giving the dispatcher full visibility and control over routing without relying on technicians to self-assign correctly.
Identity and User Management
Sign in more reliably with Adaptive Login: Adaptive Login is a new feature that separates identity entry from authentication, so ServiceTitan can automatically route each person to the right sign-in method for their organization. What this means for you:
A commercial service company with multiple business units sets up Entra SSO across all locations. When an account manager signs in, ServiceTitan identifies their organization and redirects to Entra, which returns their role and tenant context automatically.
A billing administrator manages accounts in two separate ServiceTitan tenants. After authenticating via SSO, ServiceTitan shows a selection screen listing both tenants. They tap the correct one and land in the right account for the day's invoicing work.
A recently onboarded technician tries to sign in to the office web app. They enter their email on Step 1. ServiceTitan routes them to the password screen because their account does not have SSO. The experience is the same as before, just on a separate screen.
Service Agreements
Track and report on service agreements with custom fields: This new feature lets you create tenant-defined custom fields on service agreements so you can capture, track, and report on agreement-specific data across your business. What this means for you:
A commercial operations team creates a Site Classification dropdown field (values: Class A, Class B, Class C) to categorize agreements by property type. The agreement list is filtered by site classification when assigning technicians.
A manager uses the ServiceTitan API V2 to pull service agreement custom field values into an external business intelligence (BI) dashboard alongside billing data for account-level analysis.
After a service agreement is renewed, the custom field values from the original agreement carry over automatically to the new agreement, removing the need to re-enter data.
Voice Agent
Manage multiple Voice Agents within Contact Center Pro: This is a new feature for Contact Center Pro (CCP) that lets administrators create and manage multiple Voice Agents within a single tenant, each with its own persona, voice, job type rules, and escalation settings. What this means for you:
A commercial mechanical contractor assigns a dedicated Voice Agent to its preventive maintenance (PM) program. The agent is configured only for scheduled service job types, and escalation routes to a specialized team rather than general dispatch.
A multi-location commercial refrigeration company uses separate Voice Agents for its two regional offices. Each agent has different business hours messaging and escalation contacts, and reports are filtered by agent to isolate regional call volumes.
A facilities management firm creates one Voice Agent for tenant service requests and another for vendor coordination calls. The tenant-to-agent mapping table routes inbound calls to the correct agent based on the originating tenant.
Pro Products
Dispatch Pro
Automate after-hours dispatching for Voice Agent jobs with Dispatch Pro: This improvement to Dispatch Pro connects Voice Agent job intake with automated technician dispatch, delivering a hands-off after-hours workflow for companies using Voice Agent. What this means for you:
A property manager calls after business hours about a failed rooftop unit at a retail location. The Voice Agent books the job, and Dispatch Pro dispatches the on-call commercial HVAC technician automatically.
A restaurant reports a plumbing backup late at night. The Voice Agent handles the call and books the job. Dispatch Pro checks the configured Voice Agent Job Scope and assigns the nearest on-call technician.
A facility manager calls about an electrical issue in a warehouse. The Voice Agent creates the job, and Dispatch Pro routes it to the on-call electrician based on shift data and availability.
Dispatch return visits with Dispatch Pro using multi-appointment support: This improvement to Dispatch Pro allows the system to optimize multi-appointment jobs where only one appointment is currently active, so return visits for parts installs and follow-up work are dispatched just as efficiently as the first trip. What this means for you:
An electrical contractor sends a technician to troubleshoot a commercial panel issue. A follow-up appointment is scheduled after parts are sourced. Dispatch Pro assigns the return visit based on technician availability and proximity to the job site.
An HVAC service company diagnoses a rooftop unit (RTU) issue at a commercial property and orders a replacement component. The follow-up appointment is now optimized by Dispatch Pro, so the dispatcher does not need to intervene.
A plumbing company handles a multi-visit commercial repair where the first appointment identifies the scope and the second completes the work. Dispatch Pro includes the active follow-up appointment in its optimization run.
Early Access
Contact Center Pro
Review agent call handling events in Contact Center Pro Conversation: This improvement to Contact Center Pro (CCP) adds agent call handling events — Rejected, Missed, Hold Started, and Hold Ended — to the Call Journey in Conversation History, so managers can review a complete, timestamped record of agent actions alongside routing events. What this means for you:
A contact center manager audits a call that was escalated by a commercial account. The Call Journey shows the agent placed the caller on hold twice before ending the call, giving the manager the context needed to address the issue.
A supervisor reviews call handling for a high-priority commercial client and sees in the Call Journey that the assigned agent rejected the call. The supervisor can follow up before the client escalates further.
A manager pulls a call record to verify service level agreement (SLA) compliance. The Hold Started and Hold Ended events in the Call Journey let the manager calculate total hold time without requesting a separate report.
Document Template Engine
Build dynamic contracts with conditional logic and calculated fields: This new feature adds conditional logic and calculated field capabilities to custom created templates and uploaded bring-your-own-document (BYOD) PDF templates, so administrators can create dynamic contracts that automatically adapt their content based on job data, geography, compliance requirements, and form responses. What this means for you:
A commercial HVAC company uses different warranty terms depending on contract value. The administrator creates a conditional template that includes extended warranty language for contracts above a dollar threshold and standard warranty language below it.
A commercial plumbing contractor includes municipality-specific permit disclosures in contracts. The conditional template maps the municipality field to the correct disclosure, so the right language appears automatically.
A facility maintenance company sends contracts that vary by service scope. The administrator sets conditions based on job type to show preventive maintenance (PM) terms or emergency service terms in the same template.
Forms and Media
Improve team collaboration with annotation comments in Document Management: This is an improvement to Document Management that lets your team leave comments directly on document annotations, tag teammates using @mentions, and receive Messages (Comms Hub) notifications with deep links back to the exact annotation keeping project conversations connected to the file. What this means for you:
A project manager annotates a preventive maintenance (PM) schedule uploaded to a commercial job record. The manager tags a dispatcher in a comment to confirm technician coverage for a specific site visit. The dispatcher replies in the thread, and the decision is preserved on the document.
A service technician completes a job and reviews the attached scope-of-work document. The technician adds a comment on an annotation noting a discrepancy discovered on-site, tagging the project coordinator for follow-up. The coordinator can reply from the office and update the record without a callback.