Core Products
Customer Portal
Mark individual job photos, completed forms, and other attachments as customer-facing so they appear on that job in the customer portal, giving the people you serve a complete record of the work without calling your office.
Scenario 1
A homeowner following a remodel wants weekly progress photos. Mark the photos customer-facing as each job closes and they follow along in the portal.
Scenario 2
A completed rough-in inspection checklist is marked customer-facing so the homeowner can see the stage passed before drywall.
Scenario 3
Internal punch list photos taken for your own crew stay unmarked and never reach the portal.
Dispatching
These Dispatching Experience enhancements makes it clearer which work on the Dispatch Board belongs to which technician, renames a display setting so its purpose is obvious, and lets you choose whether appointment reminders go out in your account time zone or the time zone of the job location.
Scenario 1
A dispatcher coordinating a multi-week remodel hovers over an activity line and sees which phase of the build it belongs to, without opening the job to check.
Scenario 2
A dispatcher scheduling a framing inspection hovers over a non-job event such as a material pickup and sees the matching activity line, confirming crew time is already accounted for that morning.
Scenario 3
A homebuilder working across a metro area that spans two time zones sends reminders in the time zone of the build site, so homeowners receive a walkthrough time that matches the clock at their lot.
Three improvements to the new Daily and Weekly Dispatch Board close workflow gaps that kept dispatchers on the Classic Dispatch Board: full technician detail on the Weekly board, a clearer clock-in and clock-out confirmation, and one-select status actions on the job bubble.
Scenario 1
A dispatcher scheduling a week of rough-in work hovers technician names on the Weekly board to confirm skills before assigning trades to each stage.
Scenario 2
A dispatcher fixing a missed clock-out for a framing crew member sees the technician named in the modal and edits the correct record.
Scenario 3
A dispatcher tracking a crew arriving at a build site arrives each technician from the job bubble as they check in.
Estimates
This enhancement to Sales Margin Control lets you set minimum and warning margin thresholds for specific roles, business units, and job types, and stops estimates that fall below the minimum from being sold.
Scenario 1
A change order for upgraded fixtures on a new build is measured against the construction business unit floor rather than the company-wide one.
Scenario 2
Late-job electrical extras that drop below the minimum are blocked from being sent to the homeowner's representative until the price is adjusted.
Scenario 3
A volume builder gives its production job type a lower floor and its custom job type a higher one, so both stay profitable on their own terms.
Equipment
Equipment Systems is a new feature that lets you group related equipment into a single system, record exactly where each unit sits, and record which spaces that unit serves and each equipment's physical location at the service location.
Scenario 1
A builder bulk-imports equipment for a new development and uses the import template to set each unit's system and parent relationship in one file.
Scenario 2
Areas are built as Building then Floor then Unit, so equipment installed across a multi-unit build stays organized as the project progresses.
Scenario 3
A project manager filters by floor to confirm every unit on a level has been installed and recorded before handover.
Findings is a new feature that turns the issues your technicians spot in the field into structured records your office team can quote, schedule, and track.
Scenario 1
During a whole-home heating, ventilation, and air conditioning (HVAC) installation, a technician logs ductwork that needs sealing before drywall goes up, and the finding stays attached to the system for the closeout walkthrough.
Scenario 2
A plumbing crew logs a supply line that failed pressure testing, and your project manager adds the fix to the existing job rather than opening a separate work order.
Scenario 3
An electrical technician flags fixtures missing at rough-in, and your office team tracks the open finding by location until it is resolved at final inspection.
Field Mobile App
Physical Location and Service Areas is an enhancement to installed equipment that records where a piece of equipment sits in a building and which spaces it serves, so technicians can walk straight to the right unit.
Scenario 1
A production builder records physical locations as homes are completed, so the service team inherits a labeled equipment map instead of starting from scratch.
Scenario 2
A technician on a multi unit build assigns each air handler to the unit it serves, which keeps warranty visits pointed at the correct dwelling.
Scenario 3
Marked up floor plans uploaded during closeout are flagged as location attachments and stay with the equipment record for the life of the property.
Financing
This new feature allows you to assign multiple financing programs and rate sheets to a single business unit, so each division, brand, or product category can offer the right financing options to your homeowners. Previously this was in Early Access but is now generally available for all.
Scenario 1
A residential construction company offers different financing programs for new builds and remodels under the same business unit. The administrator assigns each program to its own merchant ID (MID), so the financing options presented to homeowners reflect the type of project.
Scenario 2
A general contractor partners with multiple lenders for different phases of a home build. The administrator names each MID by phase and assigns them to the appropriate financing rules, allowing the sales team to present phase-specific financing without switching business units.
Scenario 3
A home improvement contractor runs seasonal financing promotions alongside a standard year-round program. Both programs are configured on the same business unit with separate MIDs, so the team can offer the promotional rate when it applies and fall back to the standard program otherwise.
This enhancement lets homeowners prequalify for Wells Fargo® financing directly from an emailed online estimate, and sends declined applications to your second-look provider automatically so more jobs get approved.
Scenario 1
A remodeling company sends an estimate for a whole-home renovation. The homeowner prequalifies from the Online Estimates Portal and shares the results with a spouse before signing.
Scenario 2
A roofing company quotes a full replacement after a storm. The homeowner prequalifies from the emailed estimate the same day, and a Wells Fargo® decline routes to the second-look provider automatically.
Scenario 3
A general contractor emails an estimate for an addition. The homeowner sees financing options up front, which helps the contractor keep larger scopes in the proposal instead of cutting them for budget.
Identity and User Management
Two improvements to multi-factor authentication (MFA) make enforcement easier to plan for and easier to absorb: an export of the MFA user list so you can see who is ready, and a 15 minute countdown reminder so nobody is signed out mid-task.
Scenario 1
A business administrator exports the multi-factor authentication (MFA) list each month alongside their other standing reports, and tracks setup as a running number rather than a scramble.
Scenario 2
A project coordinator is entering change order details when enforcement is applied. The countdown lets them save the change order first.
Scenario 3
A purchasing agent is releasing material orders for a framing start. The banner gives them time to submit the orders before signing out.
Pro Products
Contact Center Pro
The Network Test is a new built-in check inside the Contact Center Pro calling experience that lets your team confirm their connection can carry a clear call before they start taking calls.
Scenario 1
A CSR fielding homeowner questions about a build schedule runs the check before a long call so the conversation is not cut short by a dropped connection.
Scenario 2
A field office on a temporary connection runs the Network Test each morning to confirm the site connection still supports calls.
Scenario 3
A project coordinator sends a downloaded report to the internal information technology (IT) team after a router change to confirm nothing was affected.
Early Access
Contact Center Pro
Messages is a new feature that brings two way texting into Contact Center Pro, so you can read and answer customer texts in the same place you take calls, with the customer's account details already on screen. The Messages feature is currently in Private Preview and not available for all accounts.
Scenario 1
A homeowner on a remodel texts to ask when the crew is arriving. The CSR opens the conversation, checks the three most recent jobs in the right panel, and answers with the scheduled date.
Scenario 2
A customer sends a photo of a site issue. The inbound picture message displays in the conversation thread, so the CSR can see it without opening another product.
Scenario 3
A conversation ends without enough information to identify the person. The CSR closes it without matching, and ServiceTitan asks for confirmation before the conversation closes unattributed.
A new guided booking experience lets Customer Service Representatives (CSRs) complete a full job booking without ever leaving Contact Center Pro. This feature is currently in Private Preview and not available to all accounts.
Scenario 1
A CSR identifies a call as a lead instead of a standard booking, and the flow makes that classification a required step instead of an easy-to-miss checkbox.
Scenario 2
A CSR sets up a recurring service event as part of the booking instead of creating a separate follow-up task.
Scenario 3
An administrator configures a custom script step that appears only for a specific zone, to capture zone-specific requirements.
Enterprise Hub
The Financing Dashboard in Enterprise Hub is a new feature that brings financing performance for every company in your network into one view, so you no longer have to open each account separately or wait on hand built reports.
Scenario 1
A multi market builder compares average financed ticket by company to see which markets support larger projects, and sets financing targets accordingly.
Scenario 2
An administrator filters by job type, grouped under the company that owns it, to isolate replacement projects from new construction across the whole network.
Scenario 3
A regional leader reviews conversion rate by company to find where financing is offered least often, then directs coaching to those teams.
Job Booking and Contact Experience
Voice Intelligence is a new feature that reviews every recorded call your team takes and gives you an objective read on what actually happened, and it arrives with Max in Calls in the next release. This change is coming soon in a future release, but you can begin preparing for it now.
Scenario 1
A homeowner calls about a whole-home remodel and mentions a budget range. Voice Intelligence captures the purpose of the call so the estimate conversation starts with the right context.
Scenario 2
A caller says they are already talking to another builder. The objection is recorded, so you can see how often you are losing at the first conversation.
Scenario 3
A long discovery call covers several scopes of work. The plain-language outcome summary gives your sales lead the gist without replaying the recording.