Share job photos, forms, and documents in the 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.
Available inCore
Feature type
New Feature
Industry
All business types
Roles
AdministratorsCSRsDispatchers
Region
All regions
What's new
Before this release, the customer portal showed a summary of each job but none of the paperwork behind it. Photos, completed forms, and other job attachments never appeared, so anyone who wanted proof of the work had to phone or email your office, and many companies fell back on sending files by hand or standing up a separate document share. Now your office can mark individual attachments and completed forms as customer-facing directly on the job, and only the items you mark appear on that job in the portal. Everything stays off until you turn it on: no item is customer-facing until someone marks it, and the portal shows nothing until you enable the setting.
Workflow comparison — before & after
← Before
✓ After
1.A technician completes a job and uploads photos and a completed inspection form to the job record.
1.A technician completes a job and uploads photos and a completed inspection form to the job record.
2.The person who booked the job logs in to the customer portal and sees a job summary with no attached paperwork.
2.An office employee opens the job and marks the photos and the form as customer-facing. Everything defaults to no.
3.They call or email your office to request the photos and the form.
3.The person who booked the job logs in to the customer portal and opens that job.
4.An office employee locates the files on the job and emails them individually.
4.The marked photos and form appear on the job record. Items left unmarked never leave ServiceTitan.
5.Anyone who needs the same files later repeats the request.
5.They download what they need without contacting your office.
⚠ Every request for job paperwork becomes an inbound call and a manual email, and the portal gives an incomplete account of what happened on site.
✓ Job paperwork reaches the people you serve on their own schedule, inbound calls to your office drop, and internal-only material stays internal.
Resources
How it works for your industry
Residential Service and Replacement
- A homeowner wants the before and after photos from a furnace replacement for their records. Your office marks the photos customer-facing on the job, and the homeowner retrieves them from the portal instead of calling.
- A completed combustion analysis form is required for a manufacturer rebate. Mark that form customer-facing and the homeowner submits it themselves.
- A technician photographs a cracked heat exchanger alongside a dozen diagnostic shots. Mark only the heat exchanger photo customer-facing and leave the rest internal.
Commercial Service and Replacement
- A facilities manager needs the signed service report for a rooftop unit (RTU) preventive maintenance (PM) visit before approving the invoice. Mark the completed form customer-facing and they approve without a phone call.
- A property management company audits vendor work quarterly. Marked job photos across every location give them a self-serve record.
- A technician documents a code violation with photos that your team wants to review internally first. Leave those unmarked until your operations manager signs off, then mark them.
Residential Construction
- 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.
- A completed rough-in inspection checklist is marked customer-facing so the homeowner can see the stage passed before drywall.
- Internal punch list photos taken for your own crew stay unmarked and never reach the portal.
Commercial Construction
- A general contractor requires substantial completion documentation for each phase. Mark the completed forms customer-facing and they pull them from the portal for the closeout package.
- Photos supporting a change order are marked customer-facing so the general contractor can review the field condition that triggered it.
- Subcontractor coordination photos meant for your project manager stay unmarked and internal.
Roofing
- A property owner needs photos of storm damage for an insurance claim. Mark the damage photos customer-facing and they forward them to their adjuster directly from the portal.
- A completed material verification form is marked customer-facing so the owner can confirm what was installed.
- Tear-off photos showing deck condition are marked customer-facing to justify a scope change, while crew safety documentation stays internal.
How to prepare
01
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have customer-facing items and any prerequisite configurations enabled. The new Customer Portal must be in use before the portal half of this feature does anything.
02
Confirm the setting in Settings > Communications > Customer Portal > Feature Control after the configuration is enabled, and turn on the setting that shows customer-facing job attachments and forms in the portal. Nothing appears in the portal until you do. Identify which of your standard job attachments and completed forms should reach the people you serve, and which should always stay internal. Everything defaults to no, so nothing is exposed until someone marks it.
03
Train your office team on marking items on the job. This is a per-item decision made after the work is done, not a setting applied in advance.
04
Bookmark any knowledge base articles or Academy videos for team training.