Core Products
Adaptive Capacity
Save custom Adaptive Capacity Advanced Reporting views using the Advanced Reporting Settings Panel: This improvement to Adaptive Capacity Advanced Reporting adds a centralized Capacity Report Settings panel where dispatchers, administrators, and managers can control how capacity data is displayed and save preferred configurations as reusable templates. What this means for you:
A dispatcher managing multiple commercial contracts saves Open Time and Scheduled Work as two separate named templates, making it simple to switch between views when comparing available labor against committed hours.
An administrator at a multi-location commercial service company sets an org-level Dense density default so teams managing narrow arrival windows see eight time columns at once — without configuring settings each session.
A manager reviewing field capacity across business units turns off Strategic Rules to examine unadjusted capacity data, then saves that configuration as a named template to share with leadership during monthly reporting.
Equipment
Automatically attach equipment to jobs from estimates and invoices: This improvement automatically attaches location equipment to a job when estimate or invoice items are linked to that equipment, reducing manual steps for customer service representatives (CSRs) and giving technicians and office staff better visibility into job-associated equipment. What this means for you:
A CSR books a commercial HVAC job from a closed estimate that includes a rooftop unit (RTU) replacement. The estimate's service items are linked to the RTU on the customer's location. ServiceTitan automatically attaches the RTU to the job, so the technician can filter their equipment view on the mobile app to show only that unit before arriving on site.
A commercial kitchen equipment technician adds an estimate to an existing maintenance job. The estimate's materials are linked to refrigeration units at the location. The linked equipment attaches to the job automatically, giving the office team a clear view of which units are being serviced — without opening the invoice.
A dispatcher reviewing the job screen sees the location equipment attached to a service job where invoice items were linked to a commercial boiler. No one had to manually add the equipment — ServiceTitan attached it when the invoice item was linked, keeping job details current for all office staff.
Job Booking & Contact Experience
Control when booking confirmation emails are sent with Booking Confirmation Email Suppression: This improvement gives administrators control over when booking confirmation emails are sent, so businesses can stop sending redundant emails for last-minute and same-day appointments without turning off notifications entirely. What this means for you:
A commercial heating, ventilation, and air conditioning (HVAC) contractor responds to emergency callouts in office buildings. The company sets a 2-hour threshold so that confirmation emails only go out for planned maintenance visits — not reactive callouts where the facility manager is already expecting someone shortly.
A dispatcher adds a follow-up appointment to an active job. Because the appointment is within the configured threshold, no confirmation email fires, reducing communication overhead on an already-active work order.
An administrator uses the 3-dot menu Send booking confirmation override when a tenant specifically requests written confirmation for a same-day visit. This manual override always sends the email regardless of the threshold.
Payables
Identify vendor billing trends with the 3-Way Match Discrepancy Report: This improvement adds a dedicated report that surfaces all open and reconciled discrepancies across vendor bills, helping accounts payable (AP) teams spot patterns and take action to reduce recurring exceptions. What this means for you:
A controller filters the report by business unit to compare discrepancy rates across branches.
An accounts payable (AP) clerk runs the report to find all bills with unresolved discrepancies before month-end close. They reconcile the remaining items in bulk instead of searching bill by bill.
A manager identifies that a specific vendor's bills consistently show tax discrepancies. They use the report data to renegotiate the vendor agreement and align on tax calculations.
Voice Agent
Introducing Configurable Recurring Service Scheduling Rules: This improvement to Voice Agent settings gives administrators configurable options to define when recurring services are eligible for booking, reducing scheduling errors and manual workarounds. What this means for you:
A commercial HVAC contract includes quarterly preventive maintenance (PM) visits. You configure Eligible Until (Due By) so the Voice Agent stops accepting bookings once the PM window closes.
A facilities manager calls to book a plumbing system inspection. The Voice Agent checks the eligibility window and confirms the requested date is within the configured range before booking.
You manage recurring electrical panel inspections on a set schedule. A grace period lets callers book up to 10 days after the scheduled service date without requiring manual intervention.
Pro Products
Marketing Pro
Launch revenue-driving campaigns faster with Atlas in Marketing Pro: Atlas in Marketing Pro is a new feature that uses AI to analyze your ServiceTitan data and deliver personalized, expected-revenue-ranked campaign recommendations directly inside Campaign Manager. What this means for you:
Atlas identifies a backlog of 42 open commercial estimates totaling $180,000 and recommends a follow-up email campaign. You refine the audience in the chat interface to target estimates older than 30 days and launch the campaign.
Atlas surfaces a renewal reminder campaign targeting 67 commercial accounts and ranks it by expected revenue. You review the messaging and send.
Atlas flags that 23 high-value commercial accounts have not booked service in six months. It recommends a re-engagement campaign with a priority service offer and helps you customize the message for commercial property managers.
Respond to Google reviews automatically with AI: This is a new feature that lets you save time by having AI automatically write and post responses to your Google reviews as they arrive, with no manual action needed. What this means for you:
A commercial refrigeration company uses AI to respond to 4- and 5-star reviews, freeing staff to personally address the occasional negative review from a facilities manager.
A property management firm with multiple locations enables AI-Autonomous mode for all star ratings. Each location's reviews receive timely, brand-consistent responses without requiring a coordinator to manage them individually.
A commercial heating and cooling contractor sets a 30-minute response delay and limits AI replies to business hours. This ensures responses go out during working hours and do not appear to have been sent in the middle of the night.
Scheduling Pro
Capture custom information at booking with a short answer question in your scheduler: This enhancement adds a configurable short-answer question to your scheduler so you can collect a piece of business-specific information from each customer at booking, with the answer flowing straight into the Job Record summary in ServiceTitan. What this means for you:
A commercial HVAC company asks, "How many rooftop units are at this site?" so dispatch can size the visit and assign the right truck before the appointment.
A commercial plumbing company asks, "Is the water shut-off accessible from the main entrance?" so the technician arrives prepared and avoids a delay on site.
A commercial electrical company asks, "Do you have an existing service contract with us?" so account managers can confirm contract pricing on the booking.
Detect scheduler issues before they block bookings with Configuration Alerts: This new feature notifies you when a Scheduling Pro scheduler has a configuration issue that could block bookings, so you can fix the problem before it affects more leads. What this means for you:
A facility manager books a maintenance visit for an office building, but the assigned service zone has had its zip codes removed during a regional restructuring. Configuration Alerts flags the Zone No Zipcode issue so your team can restore coverage before more commercial bookings fail.
Your Property Management Agreements business unit is deactivated by accident during a settings cleanup. Configuration Alerts catches the Inactive Business Unit issue, allowing you to reactivate it before commercial accounts experience booking failures.
A specialty refrigeration job type is retired but is still tied to a commercial scheduler. The Inactive Job Type alert tells your office team where to update the scheduler.
Early Access
Contact Center Pro
Transfer calls directly to a queue in Contact Center Pro: This is a new feature that lets customer service representatives (CSRs) transfer calls directly to a queue in Contact Center Pro. Administrators must set up a transfer rollover destination for each queue. This is a critical step to ensure callers are not dropped if no agent is available to answer. CSRs will see a warning when attempting to transfer to a queue that has not been configured with a fallback destination. What this means for you:
A CSR at a commercial HVAC company transfers a facilities manager's call directly to the service coordination queue, where the right team handles the request without the caller being bounced between agents.
An administrator configures a forward rollover for the service queue, sending timed-out transferred calls to a field supervisor's direct line so no service request goes unanswered.
A commercial plumbing company builds a custom transfer flow for their emergency queue, routing calls that time out through a backup team before sending to voicemail.
Customer Portal
Control portal access by location to protect sensitive billing information: This improvement to the Customer Portal lets you control which portal users can see billing information for each service location, so national accounts and multi-location customers get precise, location-specific access. What this means for you:
A national commercial account has dozens of store locations. A regional facilities manager needs billing access for the stores in their territory only. Set billing access at each authorized location, and the manager cannot see invoices from stores outside their region.
A corporate customer wants their accounts payable team to see service agreements covering their main headquarters but not the satellite offices. Grant billing access only to the headquarters location in the portal.
When the same access level applies to all locations, set it once at the customer level and confirm the bulk-apply prompt to push the setting to every location automatically.
Inventory
Capture true material costs with fully landed inventory costs: This new feature rolls shipping, taxes, and other charges into per-unit inventory costs so your inventory valuation, job costing, and estimates reflect what you actually paid. This feature is currently in Early Access. If you're interested in joining the Early Access, please contact your CSM. What this means for you:
A large commercial HVAC contractor receives a shipment of rooftop unit (RTU) compressors with high freight charges. Fully landed costs distribute the freight across each compressor on the receipt. When the compressor is used on a service job, the job costing report shows the full material cost, including transportation.
A commercial plumbing company handles multi-location vendor shipments. Each receipt captures other costs such as tariffs and handling fees. These costs are allocated proportionally so that each item's WAC reflects the true acquisition cost across all locations.
A fire protection contractor receives specialized valves with import duties. The landed cost per valve is accurate on the bill, so when the contractor builds an estimate for the next commercial project, the material cost includes duties from the start.