This is an improvement to Document Management that lets your team leave comments directly on document annotations, tag teammates using @mentions, and receive Messages notifications with deep links back to the exact annotation keeping project conversations connected to the file.
What's changing?
Before this improvement, Document Management had no way to discuss a specific part of a document inside ServiceTitan. When a team member spotted an issue on a blueprint, proposal, or submittal, they had to communicate outside the platform through a separate message, email, or phone call with no direct connection back to the document. Now, you can tap or click any annotation to open a comment panel, type a comment, and tag one or more teammates using @mentions. Each tagged teammate and every participant in the thread receives a Message (Comms Hub) notification with a direct link back to the annotated document. Comments sync between the Office web app and the ServiceTitan Field Mobile App (FMA), so office staff and field technicians can read and reply to the same thread in real time.
Before and After
Before (current)
Go to the Project section, click Documents, Forms, Media & Attachments.
Open a document in Document Management and review an annotation left by a teammate.
Identify a question or issue related to the annotated area.
Leave Document Management and send a separate message, email, or make a phone call to flag the issue with the right person.
The teammate must locate the document independently and find the correct annotation to understand the context.
Impact: Teams communicate about documents outside of ServiceTitan. This creates extra steps, delays responses, and increases the risk that context gets lost.
After
Go to the Project section, click Documents, Forms, Media & Attachments.
Open a document in Document Management and click or tap an annotation.
In the comment panel that opens, type a comment about the annotated area.
Tag one or more teammates by typing @ followed by their name and selecting them from the list.
Post the comment. Each tagged teammate and all thread participants receive a Message (Comms Hub) notification with a link directly to the annotation.
Teammates reply from the Office web app or the Field Mobile App without leaving ServiceTitan.
Impact: Document review conversations happen inside ServiceTitan, anchored to the exact annotation. Teams respond faster and keep all context connected to the file.
Who uses this feature
All business types
Administrators, office employees, technicians (view and add comments on annotations from the Field Mobile App)
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A project coordinator uploads a signed service agreement and annotates a clause that needs clarification before the job starts. The coordinator tags the service manager in a comment. The manager receives a Message (Comms Hub) notification, reviews the clause, and replies from the Office web app the same day.
An administrator reviewing a warranty document annotates a coverage section and tags a customer service representative (CSR) in a comment to flag a follow-up action. The CSR replies directly in the thread, and the exchange stays on the document for the whole team to reference.
Commercial Service and Replacement
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.
Residential Construction
A subcontractor submits a change order document. The project manager annotates the affected section and tags the site supervisor in a comment to confirm scope before approving. The comment thread records the decision alongside the document for future reference.
Commercial Construction
A project manager uploads a set of submittals for a commercial build. The manager annotates a section requiring engineering review and tags the relevant team lead in a comment. The team lead responds in the thread after reviewing the document, and the reply is visible to all participants.
A field supervisor annotates a punch list document on-site and tags the project coordinator in a comment to flag items ready for inspection. The coordinator receives a notification and updates the project record without a phone call.
An office administrator reviews a subcontractor agreement and annotates a payment schedule clause that requires sign-off. The administrator tags the accounts manager in a comment. The manager replies in the thread, and the approval exchange stays on the document.
How to prepare
Confirm that your account has Document Management and Annotations active. If either is not enabled, contact Technical Support or your Customer Success Manager (CSM) for details.