ServiceTitan includes several improvements to the Customer Portal to give you more control over the information you share. These changes help you manage your brand and provide a better experience for customers.
What's changing?
We've introduced several enhancements, including:
Show work order templates: You can show work order documents in the job history. This provides more details about the work performed beyond the invoice summary.
Set a portal start date: You can hide older records by choosing a specific start date. This keeps the view focused on recent activity and hides older data.
Improve branding: The company logo is now larger and more visible in the header. This supports more logo formats and improves brand clarity.
Share on-hold reasons: You can show the reason why an appointment is on hold and add comments for clarity.
Manage document visibility: You can hide service agreement documents if they are not meant for customers to see.
Accurate job counts: Job tab numbers now update to match the filters a person selects.
Direct link payments: If you pay through invoice links see a prompt to optionally sign in to use saved payment methods. This step can be skipped if desired.
Hide job tabs: ServiceTitan hides scheduled or completed job tabs when you filter those statuses out. Previously only other status tabs dropped off when filtered out.
Control access levels: ServiceTitan hides billing tabs and messages if you don't have the right access permissions. Previously the data was hidden but empty tabs would remain visible.
Restrict membership access: ServiceTitan hides membership information when you have no access.
Remove service agreement sections: ServiceTitan ensures all related sections are removed from view when Service Agreement content is turned off. Previously the dashboard section for unsigned agreements was still visible.
Filter service agreements: The location filter for service agreement records now works correctly to show only relevant agreements.
Clean task views: ServiceTitan removed unnecessary error messages for employees with limited access to the tasks page.
Resources
Who uses this feature
Commercial Service and Replacement
Administrators, Managers, Customer Service Representatives (CSRs), Dispatchers
Region availability: All regions
How to Prepare?
If you're not already using the new Customer Portal, contact your CSM to have the New Customer Portal experience configured for your account.
Confirm your portal start date to decide how much historical data you want to show.
Identify which work order templates or SA documents should be visible to customers and adjust your settings.
Align your office workflows to ensure on-hold reasons are written clearly since customers may see them.
Train your staff on the new visibility rules for billing and membership information.
Confirm that your company logo looks correct in the new larger header format.