Core Products
Equipment
Track equipment age with the Manufactured On date field: This improvement adds a dedicated Manufactured On date field to installed equipment records so you can view, enter, and report on equipment age even when an Installed On date is not available. What this means for you:
A heating, ventilation, and air conditioning (HVAC) technician arrives at a home to evaluate a system that was installed by a previous contractor. The Installed On date is blank, but the technician enters the Manufactured On date found on the equipment label. The office team can now see the manufacturing date in the equipment record and use it to advise the homeowner on warranty coverage.
An office manager runs an equipment report filtered by Manufactured On date range. The report helps identify units manufactured more than 15 years ago that are candidates for replacement proposals.
A CSR imports a batch of equipment records from a legacy system using the updated import template, which now includes a Manufactured On column. All imported records are immediately visible with manufacturing dates in the equipment table.
Field Mobile App
Run mixed timekeeping modes in the Field Mobile App with Simple Timekeeping: Simple Timekeeping is a new timekeeping mode in the Field Mobile App that gives technicians a minimal Clock In, Clock Out, and Meal Break experience while allowing different timekeeping modes to run side by side in the same business unit. What this means for you:
An HVAC company has a mix of technicians: some track detailed activities throughout the day, and others just need to clock in and out. The administrator assigns Simple Timekeeping to the clock-in-only technicians while keeping the existing mode for the rest. Both groups use the Field Mobile App with no disruption.
A plumbing technician who runs five short service calls per day starts their morning by tapping Clock In on the Time tab. They tap Start Meal at lunch, End Meal after, and Clock Out at the end of the shift. No additional activity entries are needed.
A residential service manager reviews payroll and finds fewer timekeeping corrections because each technician is now using the flow that matches their role. Technicians who only need simple tracking are no longer making mistakes in the full activity-based flow.
Manage non-job events directly from the timesheet with Continuous Timekeeping in the Field Mobile App: This improvement integrates non-job events directly into the Continuous Timekeeping workflow in the Field Mobile App, so technicians can start, create, edit, and end non-job events without leaving the timesheet. What this means for you:
An HVAC technician has a scheduled safety training non-job event (NJE) at 2:00 PM. At 1:50 PM, a countdown appears on the dashboard. The technician wraps up their current task early and taps Start to begin the training on time. The timesheet records the actual start.
A plumbing technician gets called into an unplanned team meeting between jobs. They tap the create button on the dashboard, select the meeting event type, and start it. When the meeting ends, they tap their next job and the NJE closes automatically.
A service manager reviews timesheets at the end of the week. Training sessions, vehicle inspections, and meetings all show accurate start and end times on each technician's timesheet, with no manual corrections needed.
Book follow-up jobs during closeout in the Field Mobile App: This improvement adds a Book Follow-up Job option to the job closeout flow in the Field Mobile App, so technicians can schedule a return visit for the same customer while still on-site. What this means for you:
A plumbing technician fixes a leaking faucet and notices the water heater is past its expected life. During closeout, they tap Book Follow-up Job, select "Water Heater Replacement" as the job type, choose a date next week, and submit. The follow-up appears on the dispatch board without a phone call to the office.
An HVAC technician completes a repair and the homeowner mentions the upstairs unit has been running loud. The technician taps Book Follow-up Job, fills in the job type, and leaves the job unassigned for the dispatcher to route to the right technician.
An electrical technician finishes a panel inspection and recommends a full rewire. They book the follow-up visit on the spot during closeout. The customer and address are pre-filled, so the technician only needs to pick the job type and date. The closeout finishes without delay.
Leave booked jobs unassigned for dispatcher routing in the Field Mobile App: This improvement adds a Leave Unassigned option to the Book Job flow in the Field Mobile App, so technicians with the right permission can book a job without assigning it to themselves and let the dispatcher route it instead. What this means for you:
A plumbing technician finishes a drain clearing and the homeowner asks about a water heater replacement. The technician books a follow-up job and selects Unassigned because the replacement requires a different specialist. The dispatcher sees the job in the unassigned queue and assigns the right technician.
An HVAC technician at a large residential account books a maintenance visit for next month. Instead of assigning it to themselves, they leave it unassigned so the dispatcher can balance the schedule across the team. No manual reassignment is needed.
A service manager at an enterprise account enables the Leave Unassigned permission for all dispatcher-role technicians. Jobs booked in the field now land in the unassigned queue by default, matching how the back-office Book Job already works. The dispatcher's personal schedule is no longer inflated with jobs they never intended to work.
Identity and User Management
Sign in more reliably with Adaptive Login: Adaptive Login is a new feature that separates identity entry from authentication, so ServiceTitan can automatically route each person to the right sign-in method for their organization. What this means for you:
A homeowner services company uses Microsoft Entra single sign-on (SSO). When a customer service representative (CSR) signs in, they enter their email on Step 1. ServiceTitan detects the Entra SSO configuration for their organization and redirects them to Microsoft automatically — no password prompt appears.
A dispatcher who manages two residential territories has accounts in two separate tenants. After entering their username, ServiceTitan authenticates them and shows a screen to select which tenant to open. The process takes one extra click, no workaround needed.
A new office hire forgets which username format their company uses. They enter a close variation on Step 1. ServiceTitan routes them to the credential screen without revealing whether their exact account was found, protecting account security while still allowing them to try signing in.
Voice Agent
Handle appointment cancellations automatically with Voice Agent: This improvement adds appointment cancellation handling to Voice Agent (VA), so the VA can manage these calls end-to-end — first attempting to retain the appointment, then processing the cancellation only after the caller confirms. What this means for you:
A homeowner calls to cancel a same-day plumbing appointment. Voice Agent identifies the reason — a scheduling conflict — and immediately offers available reschedule slots before any cancellation is processed. The homeowner selects a new time, and the appointment is rescheduled without any CSR involvement.
A caller contacts your heating, ventilation, and air conditioning (HVAC) company to cancel a tune-up appointment and mentions the dispatch fee as their concern. Because your account has the dispatch fee waiver option enabled, Voice Agent offers a one-time waiver as an accommodation. The caller accepts, and the appointment is retained.
A caller insists on canceling a garage door repair appointment even after Voice Agent's retention attempts. Voice Agent reads back the appointment details — date, time, and service type — and asks for final confirmation. After the caller confirms, Voice Agent cancels the appointment in ServiceTitan and notifies the caller that the cancellation is complete.
Manage multiple Voice Agents within Contact Center Pro: This is a new feature for Contact Center Pro (CCP) that lets administrators create and manage multiple Voice Agents within a single tenant, each with its own persona, voice, job type rules, and escalation settings. What this means for you:
A residential heating, ventilation, and air conditioning (HVAC) company with multiple franchises creates one Voice Agent for emergency calls and another for maintenance booking. Each agent is configured with different job types, dispatch fees, and escalation paths to match the franchise's local policies.
A plumbing business assigns a separate Voice Agent to its water heater division. The agent uses a distinct persona and voice that matches the brand identity, while reporting is filtered by agent to track booking conversion separately from the main service line.
A pest control operator running two brands under one Contact Center Pro (CCP) tenant maps each brand's tenants to a different Voice Agent. Callers to each brand hear a tailored greeting, and managers review agent-level reports to compare performance across brands.
Route callers to the right team with Multi-Point Escalation in Contact Center Pro: This is a new feature that lets your Voice Agent (VA) in Contact Center Pro (CCP) direct callers to different teams or queues based on the reason for their call, instead of routing everyone to a single destination. What this means for you:
A plumbing company uses the Voice Agent to handle after-hours calls. Admins create an "Emergency" branch for gas leaks and flooding, a "Scheduling" branch for appointment requests, and a "Billing" branch for payment questions. Each branch connects to the right on-call team or voicemail flow.
An electrical company's Voice Agent handles high call volume during storm season. Instead of routing all calls to a single dispatcher queue, admins build branches for emergency outage calls, permit inquiries, and general scheduling. The Voice Agent sorts callers at the start of the conversation.
A garage door company receives calls from both homeowners and property managers. Admins configure separate escalation branches for residential service requests and commercial account inquiries. The Voice Agent routes each caller based on what they say, reducing the need for CSRs to manually transfer calls.
Pro Products
Dispatch Pro
Automate after-hours dispatching for Voice Agent jobs with Dispatch Pro: This improvement to Dispatch Pro connects Voice Agent job intake with automated technician dispatch, delivering a hands-off after-hours workflow for companies using Voice Agent. What this means for you:
A homeowner's water heater fails at 10 PM. They call their plumber, and the Voice Agent books a next-day job. Dispatch Pro detects the job, finds the on-call technician, and auto-dispatches the assignment within seconds.
A customer calls about a broken air conditioner on a holiday weekend. The Voice Agent books the job, and Dispatch Pro routes it to the on-call HVAC technician without anyone in the office needing to act.
An after-hours call comes in for a gas leak smell. The Voice Agent captures the details and books an urgent job. Dispatch Pro assigns the on-call plumber automatically, and the technician receives a notification right away.
Dispatch return visits with Dispatch Pro using multi-appointment support: This improvement to Dispatch Pro allows the system to optimize multi-appointment jobs where only one appointment is currently active, so return visits for parts installs and follow-up work are dispatched just as efficiently as the first trip. What this means for you:
A plumbing company sends a technician to diagnose a water heater issue. The technician orders a replacement part, and the first appointment moves to "parts running." When the second appointment is scheduled, Dispatch Pro optimizes it alongside other jobs for that day.
An HVAC company handles a diagnostic call where the technician identifies a compressor issue. After the part ships, the follow-up install appointment is picked up by Dispatch Pro and assigned to the best available technician based on skills and location.
A garage door company completes an initial inspection and schedules a return visit to install a custom panel. Dispatch Pro now includes that follow-up appointment in its daily optimization instead of requiring the dispatcher to place it manually.
Early Access
Contact Center Pro
Review agent call handling events in Contact Center Pro Conversation: This improvement to Contact Center Pro (CCP) adds agent call handling events — Rejected, Missed, Hold Started, and Hold Ended — to the Call Journey in Conversation History, so managers can review a complete, timestamped record of agent actions alongside routing events. What this means for you:
A call center manager reviews Conversation History after a customer complains their call was not answered promptly. The Call Journey now shows Missed by [agent name], confirming the agent did not respond before the call timed out.
A supervisor monitors agent performance and opens a call in Conversation History. The Call Journey shows Rejected by [agent name], giving the supervisor specific, timestamped evidence to reference during a coaching session.
A manager investigates a customer service representative (CSR) complaint about long hold times. The Call Journey shows Hold Started and Hold Ended events with timestamps, so the manager can confirm exactly how long the caller waited.
Keep your call bar visible with the Picture-in-Picture call bar: This improvement adds a floating Picture-in-Picture (PiP) call bar to Contact Center Pro so that customer service representatives (CSRs) and dispatchers can manage calls without returning to the Contact Center Pro tab. What this means for you:
A CSR is entering a new customer's information into a booking screen when an inbound call comes in. The Picture-in-Picture (PiP) call bar floats over the booking form — the CSR answers without losing any data already entered.
A dispatcher is reviewing the schedule board and needs to change their status to Wrap Up after finishing a call. They click the status dropdown in the floating PiP window without navigating away from the schedule board.
A CSR is mid-transfer and needs to pull up the customer record to confirm a job detail. The PiP window keeps the transfer controls visible while the CSR looks up the account — no switching between tabs.
Customer Portal
Offer Affirm financing in the Customer Portal to help homeowners pay for jobs: This new feature adds Affirm as a buy-now, pay-later payment option in the Customer Portal, giving homeowners a way to finance jobs in installments instead of paying all at once. What this means for you:
An HVAC technician completes a system replacement totaling $4,200. The homeowner selects Affirm in the Customer Portal, applies for financing, and is approved. and the invoice closes without follow-up.
A plumbing company sends a Customer Portal payment link for a $3,800 water heater installation. The homeowner had planned to pay by check but selects Affirm instead, splitting the balance across several months. The payment posts to the job the same day.
A home services company notices homeowners with larger invoices are converting faster after enabling Affirm. Administrators can review Affirm payments in Adyen settlement reports alongside other payment types.
Document Template Engine
Build dynamic contracts with conditional logic and calculated fields: This new feature adds conditional logic and calculated field capabilities to custom created templates and uploaded bring-your-own-document (BYOD) PDF templates, so administrators can create dynamic contracts that automatically adapt their content based on job data, geography, compliance requirements, and form responses. What this means for you:
An HVAC company operates across multiple states. The administrator builds one contract template with conditional sections that automatically include the correct lien notice and cancellation clause based on the job's state. No manual edits are needed at contract generation.
A plumbing company offers both retail and insurance-funded jobs. The administrator creates a conditional template that shows retail payment terms for standard jobs and insurance assignment of benefits (AOB) language for insurance jobs, based on the job type.
A residential service company uses form fields to capture whether the homeowner opted into a maintenance membership at the time of sale. The administrator adds a conditional section that includes membership terms only when the form field value is "Yes."
Financing
Offer multiple financing programs per business unit with concurrent rate sheets: 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. This is currently only supported for Synchrony and Wells Fargo financing partners. What this means for you:
An HVAC company partners with two equipment brands, each offering a branded financing program through Synchrony Financial (SYF). The administrator adds both merchant IDs (MIDs) to the HVAC business unit, so technicians can present the correct financing options based on the brand being installed.
A plumbing company runs a premium and a standard financing program with different rate sheets for high-ticket and routine jobs. Both programs are now available on the same business unit, and the office team selects the appropriate program when generating financing offers.
A multi-location electrical contractor consolidates operations under one business unit but needs to offer region-specific financing terms through Wells Fargo (WF). The administrator assigns separate MIDs to the business unit and maps each to custom financing rules.
Forms and Media
Improve team collaboration with annotation comments in Document Management: This is an improvement to Document Management that lets your team leave comments directly on document annotations, tag teammates using @mentions, and receive Messages (Comms Hub) notifications with deep links back to the exact annotation keeping project conversations connected to the file. What this means for you:
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.