Core Products
Adaptive Capacity
Save custom Adaptive Capacity Advanced Reporting views using the Advanced Reporting Settings Panel: This improvement to Adaptive Capacity Advanced Reporting adds a centralized Capacity Report Settings panel where dispatchers, administrators, and managers can control how capacity data is displayed and save preferred configurations as reusable templates. What this means for you:
A dispatcher saves their preferred Open Time focus with a Business Unit hierarchy as their personal default, so the report opens in the right configuration every morning without manual setup.
A residential service administrator creates an org-wide template highlighting scheduled work hours for the week, giving every manager a consistent starting view for capacity planning sessions.
A service manager turns off Manual Adjustments to isolate the effect of strategic rules, then saves that filtered view as a named template to reference during weekly capacity reviews.
Equipment
Automatically attach equipment to jobs from estimates and invoices: This improvement automatically attaches location equipment to a job when estimate or invoice items are linked to that equipment, reducing manual steps for customer service representatives (CSRs) and giving technicians and office staff better visibility into job-associated equipment. What this means for you:
A CSR books a new job from a closed HVAC estimate that includes service items linked to the homeowner's furnace. ServiceTitan automatically attaches the furnace to the job during booking, so the technician sees it under the job-specific filter in the mobile app when they arrive.
A plumbing technician is on-site and the office adds a service task to the invoice that is linked to a water heater at the location. ServiceTitan automatically attaches the water heater to the job, giving the technician and the office team immediate visibility into the equipment being serviced.
An office manager reviews a completed job and wants to verify which equipment was serviced. The equipment is already attached to the job — no manual steps were needed, so the manager can see the full picture from the job screen without opening the invoice.
Job Booking
Control when booking confirmation emails are sent with Booking Confirmation Email Suppression: This improvement gives administrators control over when booking confirmation emails are sent, so businesses can stop sending redundant emails for last-minute and same-day appointments without turning off notifications entirely. What this means for you:
A plumbing company frequently takes emergency calls. When a job is booked 90 minutes before the appointment, the threshold suppresses the confirmation email — the technician is already on the way, and an email adds no value to the customer.
A Customer Service Representative (CSR) books a follow-up appointment the same day to send a different crew. With the threshold set to 24 hours, the second booking does not trigger a confirmation email, preventing the customer from receiving multiple emails in a short window.
An administrator sets a 4-hour threshold. When a CSR selects a same-day time in the Add Appointment flyout, the checkbox label switches automatically from Send job booking text and email to Send job booking text, giving the CSR real-time visibility into what will be sent before submitting the booking.
Payables
Identify vendor billing trends with the 3-Way Match Discrepancy Report: This improvement adds a dedicated report that surfaces all open and reconciled discrepancies across vendor bills, helping accounts payable (AP) teams spot patterns and take action to reduce recurring exceptions. What this means for you:
An office manager notices that a plumbing supply vendor consistently overbills for fittings. They filter the 3-Way Match Discrepancy Report by that vendor and date range to see every flagged mismatch, then share the findings with the vendor to negotiate corrections.
A bookkeeper runs the report filtered by discrepancy type to find all quantity mismatches over the past quarter. They discover that partial deliveries are the leading cause of discrepancies and work with the warehouse to improve receiving procedures.
An administrator reviews the report monthly to track whether the number of pricing discrepancies is decreasing after a Pricebook correction. The trend confirms the correction is working.
Voice Agent
Introducing Configurable Recurring Service Scheduling Rules: This improvement to Voice Agent settings gives administrators configurable options to define when recurring services are eligible for booking, reducing scheduling errors and manual workarounds. What this means for you:
An HVAC company offers bi-annual tune-ups. You configure Eligible From with a 14-day window so the Voice Agent only begins accepting bookings two weeks before the scheduled service date.
A plumbing membership includes an annual water heater inspection. You set Eligible Until (Due By) with a 7-day grace period so the Voice Agent accepts bookings up to a week after the due date passes.
You schedule annual electrical safety checks for residential members. A grace period prevents the Voice Agent from booking the service more than 30 days before it is due.
Notify technicians of Dispatch Pro job assignments with outbound Voice Agent calls: This is a new feature that automatically contacts the assigned technician by phone call and short message service (SMS) text message after the Voice Agent books a job and Dispatch Pro assigns a technician after hours, so no assignment goes unnoticed. What this means for you:
A plumbing company receives an emergency call at 10:30 PM for a burst pipe. The Voice Agent books the job and Dispatch Pro assigns the on-call plumber. The technician receives an immediate call and SMS with the job address and details and heads to the site without waiting until morning.
A HVAC company uses on-call shifts on weekends. When the Voice Agent books a no-cooling call on a Saturday night, the assigned technician is called and texted right away so the company can deliver same-night service.
A plumbing and HVAC company rotates on-call coverage across a team of technicians. When a late-night job comes in and is assigned through Dispatch Pro, only the assigned technician receives the outbound notification, keeping communication clear.
Collect outstanding invoice payments through the Voice Agent using secure text message links: This is a new feature that lets the Voice Agent handle payment-related calls by identifying outstanding invoices and sending a secure payment link to the caller's phone via text message, reducing call escalations and helping collect outstanding payments without live agent involvement. What this means for you:
A homeowner calls after receiving their HVAC service invoice and says they want to pay. The Voice Agent confirms their identity, finds the unpaid invoice for $285, and sends a secure payment link to the caller's phone. The homeowner pays from their phone while still on the call.
A plumbing company has a caller with three outstanding invoices. The Voice Agent reads back all three, asks the caller to select one, and sends the payment link after the caller confirms the correct invoice.
An office administrator enables the payment collection skill under Voice Agent settings so the Voice Agent can handle payment-related calls without involving a customer service representative (CSR).
Pro Products
Field Pro
Analyze Field Pro recording activity with Job Recordings reports: This is a new feature that adds a Job Recordings dataset to ServiceTitan Reports, so you can report on Field Pro recording activity alongside job, technician, and opportunity data. What this means for you:
A service manager runs the Field Pro Recordings Per Technician report to identify which heating, ventilation, and air conditioning (HVAC) technicians recorded fewer than half their appointments last week, then schedules a coaching session to reinforce recording habits.
A business owner filters the Job Recordings report by lead source to discover that technicians on referral jobs close at a higher rate when they record conversations compared to when they do not, and uses this insight to adjust team training.
An administrator shares the Field Pro Technician Recording Activity report with team leads each Monday so they can track weekly recording coverage and address gaps before they become trends.
Marketing Pro
Launch revenue-driving campaigns faster with Atlas in Marketing Pro: Atlas in Marketing Pro is a new feature that uses AI to analyze your ServiceTitan data and deliver personalized, expected-revenue-ranked campaign recommendations directly inside Campaign Manager. What this means for you:
Atlas reviews your ServiceTitan data and flags that 127 customers have unsold estimates worth $47,000. It recommends an automated email campaign targeting those customers with a follow-up message. You launch the campaign in under five minutes.
Your membership renewal rate has dropped. Atlas identifies 89 memberships worth $24,000 that expire next month and recommends an SMS reminder campaign ranked by revenue impact. You review the audience and launch with one click.
Atlas detects 156 customers who have not booked in over 12 months. It recommends a re-engagement campaign with a seasonal tune-up offer and drafts the email copy for you to review before sending.
Respond to Google reviews automatically with AI: This is a new feature that lets you save time by having AI automatically write and post responses to your Google reviews as they arrive, with no manual action needed. What this means for you:
A heating, ventilation, and air conditioning (HVAC) company receives a 5-star review after a furnace installation. AI posts a warm, professional thank-you response within 30 minutes — referencing the business name and the service mentioned — while the office team focuses on booking the next job.
After a plumbing service call, a customer leaves a 3-star review without details. AI posts a calm, professional response acknowledging the feedback and inviting the reviewer to reach out directly, without assigning blame or making promises.
An electrical company enables AI responses only during business hours. Reviews left overnight are held and responded to automatically when the office opens, keeping response times consistent without requiring staff to monitor reviews after hours.
Scheduling Pro
Capture custom information at booking with a short answer question in your scheduler: This enhancement adds a configurable short-answer question to your scheduler so you can collect a piece of business-specific information from each customer at booking, with the answer flowing straight into the Job Record summary in ServiceTitan. What this means for you:
A HVAC company asks every booking customer, "What is your member rewards number?" so the CSR can apply membership pricing and benefits the moment the call is reviewed.
A plumbing company asks, "Do you currently have a maintenance plan with another provider for this system?" to identify upgrade and switch opportunities before the technician arrives.
An electrical company asks, "Is there anything on your 'fix it eventually' list besides today's issue?" so the technician can quote additional work during the visit.
Detect scheduler issues before they block bookings with Configuration Alerts: This new feature notifies you when a Scheduling Pro scheduler has a configuration issue that could block bookings, so you can fix the problem before it affects more leads. What this means for you:
A homeowner books a heating, ventilation, and air conditioning (HVAC) tune-up online and provides their zip code. After your office removes that zip code from the assigned service zone, your scheduler can no longer route the booking. Configuration Alerts notifies your administrator the next day so they can update the zone before more bookings fail.
You use a Spring Tune-Up campaign in your scheduler to track marketing source. After the campaign is paused in ServiceTitan, the next nightly check flags an Inactive Campaign alert so you can swap in an active campaign before attribution breaks.
A senior plumbing technician retires and is marked inactive in ServiceTitan, but the scheduler still references that technician for direct-to-tech booking. Configuration Alerts notifies your dispatcher so they can update the routing.
Early Access
Contact Center Pro
Transfer calls directly to a queue in Contact Center Pro: This is a new feature that lets customer service representatives (CSRs) transfer calls directly to a queue in Contact Center Pro. Administrators must set up a transfer rollover destination for each queue. This is a critical step to ensure callers are not dropped if no agent is available to answer. CSRs will see a warning when attempting to transfer to a queue that has not been configured with a fallback destination. What this means for you:
A CSR at a plumbing company receives a call from a customer asking about a service agreement. The CSR transfers the call directly to the service agreements queue, where a specialist picks up and assists the customer.
An administrator at an HVAC company configures a group voicemail rollover for the scheduling queue. When a transferred call times out during peak hours, the caller leaves a message instead of being dropped, and the team follows up when capacity opens.
A residential electrical company sets a forward rollover for their after-hours queue, directing timed-out transferred calls to an answering service so no call goes unhandled overnight.
Customer Portal
Control portal access by location to protect sensitive billing information: This improvement to the Customer Portal lets you control which portal users can see billing information for each service location, so national accounts and multi-location customers get precise, location-specific access. What this means for you:
A residential service company serves a homeowner at multiple properties. The homeowner wants a family member to manage invoices for just one address. Set billing access at that specific location, and the family member's portal view is scoped to that property only.
A customer with several rental properties wants each property manager to have portal access only to their own building. Assign billing access location by location, and each manager sees only their site's invoices and service agreements.
When a customer's access level is set at the customer level, use the bulk-apply prompt to push the same setting to all their locations at once instead of updating them one at a time.
Inventory
Capture true material costs with fully landed inventory costs: This new feature rolls shipping, taxes, and other charges into per-unit inventory costs so your inventory valuation, job costing, and estimates reflect what you actually paid. What this means for you:
A plumbing company orders 50 water heaters from a vendor. Freight costs $500 and duties cost $200. With fully landed inventory costs enabled, those charges are distributed across all 50 units on the receipt. Each unit's cost now includes its share of shipping and duties, so when a technician installs a water heater and it goes on the invoice, the job margin reflects the true material cost.
An HVAC company receives a bill for refrigerant with $150 in shipping. Instead of recording the shipping as a separate expense, the cost is allocated to each line item. The updated WAC means the next estimate that pulls this item's cost will include the freight, helping the company avoid underpricing future jobs.
An electrical contractor receives serialized panel boards. The fully landed cost flows through to each serial number, so when one panel is used on a job, the exact landed cost appears in the job cost report.