This improvement lets you find records using Global Search based on custom fields in Job, Customer, or Location records.
What's changing with Global Search?
Before, Global Search only returned results from standard fields. If you needed to search using a custom field like Project ID or Marketing Source, you had to open the specific module and run a separate search or report. Now, you can type values from custom fields directly into Global Search. If a custom field contains that value, you'll see matching jobs, customers, or locations right away.
Before and After
Before (Current)
Open a Jobs, Customer Record, or Location Record.
Use filters or reporting to search by custom field.
Manually scan through results.
Open each result to confirm the custom field match.
Repeat if searching across entities.
Impact: Wastes time and breaks workflows when information is spread across modules.
Try the current workflow in your account.
After
Go to the navigation bar and click Search or press CTRL + / on your keyboard. Use your mouse or press Tab on your keyboard to browse the results.
Type in a value that exists inside a custom field. For example, if you have a Marketing Source custom field with the Referral, Walk-In, or Social Media options, type Referral into Global Search.
View results across Jobs, Customers, and Locations.
Click the matching record to open it.
Impact: Speeds up finding key info across the business without switching screens.
Test the changes in the NEXT environment.
Who uses this feature
All business types
Administrators, office employees
Region availability: USA
How it works for your industry
Residential Service and Replacement
A CSR types a lead source code into Global Search to pull up past jobs using that code.
A manager finds all jobs tagged with a specific promotion stored in a custom field.
A technician can have the office search using a unique project label to locate history.
Commercial Service and Replacement
A dispatcher searches for commercial jobs tied to a service contract ID stored in a custom field.
A manager uses Global Search to track locations flagged for special instructions in custom fields.
A CSR locates the customer record using a facility code saved in the custom fields.
Residential Construction
A project manager looks up jobs using a builder code stored in a custom field.
A coordinator finds all projects that used a certain flooring type saved in the Job custom field.
A CSR locates properties based on regional identifiers stored in the Location record.
Commercial Construction
A manager searches for clients by developer ID saved in a custom field on the Customer record.
A back-office employee finds commercial sites flagged for compliance using a custom field.
A CSR pulls up projects based on a construction phase code saved on the Job.
How to Prepare
Confirm your custom fields are filled with useful, searchable values.
Identify which fields are commonly searched so staff can test them.
Train office employees on using Global Search with custom field terms.
Align dispatchers and tech support teams on which fields to prioritize in communication.
Check that permissions are in place to access Jobs, Customers, and Locations.
Resources
Knowledge Base topic: Use search in ServiceTitan