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Core Products
Estimates
This enhancement lets customers sign an online estimate right away and pay the required deposit later, so you lock in the job without forcing payment at signature.
Scenario 1
A customer signs a high-efficiency furnace replacement estimate on a Friday night but wants to pay the deposit after payday. They select Pay later, and your office sees the signed estimate first thing Monday.
Scenario 2
A sales representative leaves an in-home visit without a deposit because the customer wants to check with their spouse. The customer signs online that evening and pays the deposit two days later from the same link.
Scenario 3
A CSR notices a sold water heater replacement with no deposit collected. They open the Estimate Email screen and send the sold estimate again so the customer can pay.
Field Mobile App
Search every job, project, customer, and location from the Field Mobile App, then take action on jobs that aren't assigned to you.
Scenario 1
A technician finishing a tune-up gets a question about the customer's last repair. They search the address and see the job history on the spot.
Scenario 2
A lead technician covers a sick teammate's last call of the day. They find the job in search, add their notes, and mark it complete.
Scenario 3
A customer asks a field supervisor to send a copy of an invoice. The supervisor searches the customer's name and sends it from the job.
Global Navigation
This enhancement to left navigation keeps the screens you favorite in view and puts every other screen you can access one search away in Go to.... This enhancement starts as a private preview and rolls out to companies in waves.
Scenario 1
CSRs at a heating and cooling company star Communications, Schedule and Dispatch, so those screens are waiting at the start of every shift.
Scenario 2
A plumbing office manager who runs a membership report each month types its name in Go to... instead of browsing the Reports menu.
Scenario 3
After the company moves to the new navigation, the office team sees Calls renamed to Communications, with Calls, Text Messages and Bookings under it.
Identity and User Management
This improvement to multi-factor authentication (MFA) enforcement requires MFA for anyone who holds one of seven more sensitive permissions, plus one Enterprise Hub permission, so a stolen password alone can't open your sign-in, single sign-on (SSO), Command Center, or automation controls.
Scenario 1
An office manager holds Access Command Center to review daily recommendations. After the ST-82 release, they see a 15-minute reminder, sign back in, and set up multi-factor authentication (MFA) with a text message code.
Scenario 2
A general manager holds Manage Automations (Enable/Disable/Configure) to turn automations on and off. MFA now protects that access, so a stolen password can't be used to change how those automations run.
Scenario 3
Before the release, an administrator filters the Privileged column on the Security \> MFA screen and removes View Automations Page from a dispatcher who doesn't need it.
Payables
Bring Ramp card spend into ServiceTitan with this new feature, already attached to the job or project it belongs to.
Scenario 1
A plumbing technician buys a water heater at the supply house with a Ramp card and enters the job number before leaving the counter.
Scenario 2
An HVAC service manager sees same-day parts runs in each job's costs without waiting for the card statement.
Scenario 3
A bookkeeper clears flagged expenses on the Needs Review tab each morning instead of matching receipts at month end.
Ramp Bill Pay is a new feature that lets you pay approved vendor bills by ACH transfer or check without leaving ServiceTitan.
Scenario 1
An HVAC office manager pays the weekly supply house bills by ACH transfer after reconciling them, instead of logging in to a second payment tool.
Scenario 2
A plumbing bookkeeper pays a local parts vendor who does not accept ACH by selecting Check, and the check goes to the address on the vendor's remittance record.
Scenario 3
An electrical accountant schedules a payment for the bill's due date and checks the Payments screen to see when it moves to Paid.
Voice Agents
Branching follow-up questions improve Voice Agent by asking only the follow-up questions that fit what the caller just said.
Scenario 1
A caller says their air conditioning (AC) is not working. Voice Agent asks how old the system is. If the caller says 10 years or more, the branch moves to replacement questions instead of repair questions.
Scenario 2
A caller reports a drain problem. Voice Agent asks if one drain is slow or if several drains are backing up. If the caller says several, the branch moves to questions about the main sewer line.
Scenario 3
A caller says an outlet stopped working. If the caller says they want to add something new, the branch moves to questions for an installation instead of a repair.
Custom message injections let you add your own message before Voice Agent shares availability and a question after it books the appointment.
Scenario 1
A heating and cooling company shares its same-day service promise and years in business before Voice Agent offers appointment times.
Scenario 2
A plumbing company explains its upfront pricing promise before Voice Agent shares availability.
Scenario 3
After booking, an electrical company asks if the caller wants to hear about its membership plan, and Voice Agent takes a message if the answer is yes.
Tags for Virtual Agents lets your Virtual Agent use your tags when it checks Adaptive Capacity and apply booking tags you approve, so the times it offers and the jobs it books follow your rules.
Scenario 1
A heating, ventilation, and air conditioning (HVAC) company tags member service locations with Blue Membership, tied to a priority rule. Virtual Agent now includes that tag, so a member with a broken air conditioner is offered the priority times.
Scenario 2
A plumbing company tags a job Parts Arrival when an ordered part comes in. When the customer calls back, Virtual Agent uses the existing job tag to find a time that fits your parts rule.
Scenario 3
An HVAC company approves a Replacement Opportunity tag with instructions to apply it when the caller says the system is 12 or more years old, has had repeated repairs, or asks about replacing it. Virtual Agent applies the tag during the call, and your team sees it on the job.
Expanded escalation trigger actions let you choose how your Voice Agent responds to each escalation trigger, including trying to help once before it escalates or takes a message.
Scenario 1
A caller asks if they are talking to a computer. Set the trigger to Pushback, then take a message. Your Voice Agent explains it is a digital assistant and offers to help. If the caller still wants a person, it takes a message.
Scenario 2
A caller who is not the customer calls about a repair. Set the trigger to Just proceed so your Voice Agent keeps going and books the visit.
Scenario 3
A caller asks for a person. Set the trigger to Pushback, then escalate. Your Voice Agent offers help first, then transfers if the caller asks again.
Choose a different escalation action for Voice Agent calls that come in after hours, all in the same agent.
Scenario 1
A customer calls at 2 in the morning because their water heater is leaking. Set your custom trigger for leaks to transfer the call after hours, so your on-call team can respond right away.
Scenario 2
A caller asks for a live person at 10 at night to move tomorrow's tune-up. Set that trigger to take a message after hours. Voice Agent saves the request as a task, and your office follows up in the morning.
Scenario 3
An upset caller phones late on a Sunday about a recent repair. Set a sentiment trigger to take a message after hours, so a manager can call back with the job details in hand. During business hours, the same trigger can keep transferring calls to your office.
Pro Products
Field Pro
Field Pro v2 is a new, rebuilt Field Pro that runs inside ServiceTitan, so technicians record and get coaching in the Field Mobile App and managers coach from the ServiceTitan desktop.
Scenario 1
A comfort advisor runs a replacement sales call in a living room. Halfway through, they open the Mid-Call Check-In and see that the customer has raised two price objections, plus a suggestion for what to cover next.
Scenario 2
A sales manager with a team of 15 technicians opens Manager Console each morning. It shows which calls to praise, which to coach and which follow-ups are going stale, so they start the day with a short list instead of a full queue of recordings.
Scenario 3
An admin changes a signal on the Settings screen so that every call is scored on whether the technician offered a maintenance agreement. The next day's recordings are scored on it without a new scorecard build.
Fleet Pro
Activity Timeline is a new Fleet Pro screen that shows each vehicle's day as driving, idling, and stop segments, with events marked where they happened.
Scenario 1
A plumbing service manager gets a call about a technician who arrived late. The manager opens that van's day and sees a long Idling segment before the stop. Selecting it shows the address and how long the van sat.
Scenario 2
A heating and cooling manager reviews the morning for a group of service vans. Event markers on the Driving segments show where speeding happened. The manager watches the event video before coaching the driver.
Scenario 3
An electrical company owner spots a gray Stop segment in the middle of the afternoon. Selecting it shows the address and how long the stop lasted, so the owner can compare it with that day's jobs on the Dispatch Board.
Max
Messages
Texting in Messages is a new feature coming to Max and Demand companies in the next release, so your team can read and answer texts in one shared inbox with each conversation tied to the right account. This change is coming soon in a future release, but you can begin preparing for it now.
Scenario 1
A customer texts about a furnace that will not start. The customer service representative (CSR) sees the customer's name on the conversation and replies without looking up the account first.
Scenario 2
A customer texts a photo of a leaking water heater. The picture displays in the conversation, so the CSR can see the problem before booking the visit.
Scenario 3
Two CSRs share the evening queue. When one opens a text, it shows as read for both, so they do not double reply.
Block as Spam is an enhancement to text conversations in Messages that lets you stop a spam number in one step, without leaving the conversation. This change is coming soon in a future release, but you can begin preparing for it now.
Scenario 1
A dispatcher sees the same spam number text the shared inbox three times before lunch. They block it from the conversation and get back to booking furnace repairs.
Scenario 2
An office manager notices a conversation from a number that only sends links. They block it, and the reply box turns off so no one on the team answers it.
Scenario 3
Someone blocks a customer's number by mistake during a busy summer week. An administrator opens the conversation, selects Unblock, and the team can text that customer again.
Voice Intelligence
Find and fix jobs booked with the wrong job type, business unit, or tags, right from the call that created them. This is a new feature in Voice Intelligence.
Scenario 1
A CSR books a no-cool call as a tune-up. Voice Intelligence flags the mismatch, and a manager accepts the repair job type so the technician gets the right forms and parts.
Scenario 2
A caller mentions their furnace is over 10 years old, but the CSR skips the replacement tag. The suggested tag flags the job as a likely replacement opportunity.
Scenario 3
A call about a water heater leak is booked under the HVAC business unit. Accepting the suggestion moves the job and its revenue to the plumbing business unit.
This enhancement gives Voice Intelligence one filter layout across Call Analysis, Insights, and Coaching Hub, and lets you filter calls by call data, workflow, and queue. ---
Scenario 1
A call center manager filters Call Analysis for calls where a membership wasn't offered, then coaches each customer service representative (CSR) on the membership offer.
Scenario 2
A heating, ventilation, and air conditioning (HVAC) company selects its after-hours queue to review only the calls that came in overnight.
Scenario 3
A plumbing company sets Outcome to Unbooked, then Customer dissatisfied, to find calls that need a follow-up.