Highlights
Adaptive Capacity
Simplify the Adaptive Capacity Strategic Rule Builder by using Atlas to create accurate capacity rules instantly
Previously, you had to manually select multiple conditions and calculate percentages to set capacity rules, which took time and trial and error. Now, you can type a command into Atlas, such as Reduce HVAC capacity by 20% in July. Atlas instantly builds the rule for you to review and apply. This helps you manage your schedule faster and with fewer errors.
How this works for you:
A manager tells Atlas to Reserve 30% of heating, ventilation, and air conditioning (HVAC) capacity for quarterly maintenance to ensure contract obligations are met without manual calculation.
An administrator tells Atlas to Reduce general capacity by 50% next week for the downtown office project to limit new bookings while technicians focus on a large site.
A manager tells Atlas to Increase refrigeration service capacity on weekends during summer to accommodate high-volume service calls from restaurants.
Customer Portal
Improve the customer experience with the New Customer Portal
Before, your customers could only pay invoices online. To get information about past jobs, upcoming visits, estimates, or equipment, they had to call the office or search through emails. Now, the Customer Portal gives access to past and upcoming work, service agreements, estimates, invoices, and equipment history. Office employees can manage portal users and permissions by location. The portal also includes updated online payment and estimate links with a more modern layout.
How this works for you:
A customer signs in to view and sign multiple estimates for open jobs, saving the office follow-up calls.
A facility manager sees equipment history before approving a repair.
An office employee invites a property manager to the portal with access limited to their location.
Display service address and unit numbers in the New Customer Portal to help identify equipment and job history faster
Before, unit numbers didn’t show on service addresses in the New Customer Portal, and you couldn’t see the service address tied to each piece of equipment. Now, you’ll see the unit number when viewing a service address, and each item in the equipment tab will show the related service address. This gives more clarity for customers with multiple addresses or units.
How this works for you:
A property manager for a condo with 200 units checks the portal. They now see service addresses tied to each piece of installed equipment.
A building with multiple addresses on a single service account shows each job under the right address and unit.
When reviewing HVAC unit history, the customer sees which address and unit each record belongs to—reducing mix-ups and support calls.
Field Mobile App
Capture daily job progress with technician work performed logs and work summaries
Previously, technicians had to use one shared invoice summary field to document work across multiple days and appointments. This often led to overwritten notes and billing delays. Now, each technician can log daily work performed for each appointment. These entries show up in a feed, and technicians or office staff can consolidate them into a work summary field for billing and documentation.
How this works for you:
A technician on a multi-day HVAC repair job enters their progress at the end of each appointment. The log is saved and can’t be overwritten by others.
A lead technician checks the feed to confirm all tasks were done before closing the job.
The lead technician or office manager uses the Work Summary field to populate a Work Order Document (Using DTE) and sends it to the customer meeting service agreement terms.
Forms and Media
Improve collaboration with Document Management Annotation Commenting
Previously, you could not leave comments directly on document files or tag other employees. If you had a question about a photo or document, you had to call or email them separately. Now, you can add comments and directly tag other employees in the office or technicians in the field, who will receive a notification. This improves communication by allowing direct collaboration between users and keeping a record within the communication hub.
How this works for you:
A project manager reviews service reports and tags a technician to clarify part usage. They reply from their mobile device while on-site.
Office employees coordinate with field teams by replying to comment threads on service agreements.
A dispatcher tags the lead technician on a job proposal needing sign-off before it’s sent to the customer.
Service Agreements
Capture and act on revenue opportunities with Pull-through work on Service Agreements
Before, office employees couldn’t link jobs or estimates directly to a Service Agreement. Profitability tracking only included planned work. Now, you can tie jobs and estimates to Service Agreements, automatically filter by covered equipment, and get full visibility into both planned and pull-through work. This helps track revenue and improve follow-through on sales opportunities. These capabilities are now available earlier and no longer tied to the Equipment Findings feature gate.
How this works for you:
A dispatcher links a repair job to the Service Agreement after equipment findings. This helps track if repairs were completed and improves reporting.
A CSR creates an estimate for replacement equipment. The estimate filters only the covered items from the Service Agreement.
A manager sees updated key performance indicators (KPIs) that include follow-up jobs, giving a clearer view of Service Agreement profitability.
Add task-specific forms to Service Agreement visits with the Service Agreement Tasking improvement
Before, there wasn’t a way to require a specific form when adding a service to a Service Agreement visit. Now, you can link a form to a service in Pricebook and choose whether that form is required. When booking a visit, this association carries through to the job and invoice. Technicians see exactly what form to complete based on the service and equipment tied to the job.
How this works for you:
A dispatcher books a visit with multiple rooftop unit (RTU) checks. Each RTU service shows the correct required form for the job.
A manager updates the Chiller Maintenance service in Pricebook to require a form. When booked, technicians see that form tied to the job.
A technician checks off tasks tied to a required form while servicing a water treatment unit. The form is based on the service added to the agreement.
Core Products
Dispatching
Track edits to Non-Job Events (NJEs) with Audit Trails for accurate reviews: This is a new feature in Early Access that logs changes to Non-Job Events (NJEs) to help verify scheduling and timesheet accuracy.
What this means for you:
A supervisor reschedules a building walkthrough. You can review the name and timestamp of the change.
A technician is reassigned from one shift cover event to another. The Audit Trail tracks the edit.
A break is switched from unpaid to paid. Managers can see when and why this change was made.
Customize the Jobs Tray with Updated Dispatch Jobs Tray Options to streamline technician scheduling and billing verification: This is an improvement to the existing Dispatch Center Jobs Tray that adds column flexibility and view controls.
What this means for you:
A dispatcher tracks jobs by building zone and assigns technicians based on job size and distance.
A CSR sets the tray to show only Confirmed appointments to schedule follow-ups.
A manager monitors high-priority commercial service visits in the Future tab.
View job details instantly with Job Detail Popover Support on New Daily Dispatch Board: This is an improvement to the new Daily Dispatch Board that helps dispatchers act faster with real-time job info at a glance.
What this means for you:
For multi-technician repairs, dispatchers hover to confirm who's assigned and who's en route.
High-priority service windows are tracked more accurately without losing board context.
Facility managers calling in can get fast updates based on what the dispatcher sees in the popover.
Enterprise Hub
Secure administrator access with MFA Enforcement for Enterprise Hub: This improvement enforces multi-factor authentication (MFA) for administrator roles who haven't yet enabled MFA to prevent account takeovers and protect sensitive data.
What this means for you:
A Business Owner with sensitive permissions in Enterprise Hub must complete TOTP MFA to proceed, ensuring only verified administrators modify enterprise-level settings.
Search across all tenants with Global Search in Enterprise Hub: This new feature adds a unified search bar to Enterprise Hub, letting you find jobs, customers, invoices, and more across all your tenants without switching tabs.
What this means for you:
A national service company coordinator locates projects or POs across regional tenants.
Account managers review service agreements by searching globally across all divisions.
A dispatcher finds and navigates to a job in another region directly from search results.
Field Mobile App
Access company videos and documents in the field with the Content Portal: The Content Portal is an improvement to the Field Mobile App that lets technicians view office-uploaded videos and resources right from the field.
What this means for you:
Technicians get safety protocols in video format uploaded by the office for a new client site.
Office shares large building schematics as attachments through the Content Portal.
Updated instructions for rooftop unit (RTU) repairs are added and available instantly,
Collect deposits on sold estimates to improve invoice accuracy and reduce office workload: This is a new feature that helps technicians collect job-specific deposits when work is scheduled for later.
What this means for you:
A technician sells an elevator motor repair for a future visit. They collect 10% up front. The deposit links to the follow-up job, and accounting can see it in reports.
A field technician sells an estimate for a multi-day job and collects a deposit. Office staff book the follow-up visit with the deposit auto-applied.
For scheduled maintenance with equipment orders, technicians collect deposits during the estimate. Finance teams use this for cash flow tracking.
Global Navigation
Use the new Global Navigation to find what you need faster on desktop and mobile devices: The enhanced left navigation layout is now generally available and on by default.
What this means for you:
A dispatcher reviews job routes and opens maps in fewer taps without backtracking.
An accountant uses mobile to confirm job costs while walking between offices.
Identity and User Management
Secure administrator access with MFA Enforcement for administrators: This improvement enforces multi-factor authentication (MFA) for administrator roles who haven’t yet enabled MFA to prevent account takeovers and protect sensitive data.
What this means for you:
A Branch Operations Manager with an Administrator role in ServiceTitan is required to authenticate using TOTP MFA before gaining access.
Job and Project Management
Control access with granular Job, Project and External Communications Settings permissions: This improvement allows Administrators to allow or restrict access by page.
What this means for you:
Administrators can set roles assigned to large accounts the ability to view Project Types but only the operations lead can make changes.
Administrators can set permissions so supervisors can check but not modify Project Settings to ensure process consistency.
Administrators can set External Communication tools so they are restricted to executives to control external messaging.
Payables
Automate bill reviews with 3-Way Match to save time and reduce errors: This is a new feature that automates the process of comparing purchase orders, receipts, and vendor bills to flag mismatches.
What this means for you:
You order 50 filters for a multi-site job. The vendor bills for 55. 3-Way Match highlights the overage, and your team adjusts the bill before approving it.
A shipping fee not included on the PO shows up on the bill. ServiceTitan flags it so the bookkeeper can investigate.
You enable relaxed custom thresholds for bulk orders, catching major mismatches without blocking every small one.
Search
Search across more data with custom fields in Global Search: This improvement lets you find records using Global Search based on custom fields in Job, Customer, or Location records.
What this means for you:
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.
Telecom
Ensure reliable delivery with the deprecation of custom “From” and “Reply-To” on no-reply email sends: This improvement helps your emails reach the inbox instead of the spam folder by validating sender addresses.
What this means for you:
A team handling a high-volume maintenance account uses a custom support@businessname.com Reply-To. Without whitelisting, the no-reply email is enforced.
The dispatch manager sets a custom From field for escalation notices. Emails get blocked unless the domain is on the approved list.
Job confirmation emails show noreply@servicetitan.com if the business hasn't registered their domain.
Voice Agents for Phones and Phones Pro
Customize dispatch fee message to align with your business needs: This is an improvement that lets you customize the message about dispatch fees that Voice Agent delivers. This improvement is for Voice Agents for both basic phones and Phones Pro.
What this means for you:
Dispatch fees for commercial service visits are high. Customize the message to emphasize what the fee includes.
Include language around service agreements. Let the Voice Agent explain that dispatch fees are waived for active contracts.
Your team services multi-location clients. Customize messages to explain how dispatch fees apply per site.
Add custom job type descriptions with Customize Job Type Descriptions to improve Voice Agent’s Job Type matching accuracy: This improvement helps job booking accuracy by letting you add custom descriptions for each job type. This improvement is for Voice Agents for both basic phones and Phones Pro.
What this means for you:
A dispatcher adds a description to “COM-PLUMB” so the Voice Agent links it to commercial plumbing jobs.
Your HVAC team uses codes like “NC-M” (no cool member), and with new descriptions, the Voice Agent stops misbooking these jobs.
Job type “RTU-R” now includes a description for rooftop unit (RTU) repair, helping the Voice Agent book large commercial repairs accurately.
Greet members and book their recurring services automatically with membership greeting and recurring service booking: This new feature uses Voice Agent to thank members and book jobs included in their memberships. This update is for Voice agents for both basic phones and Phones Pro.
What this means for you:
Voice Agent greets the property manager and acknowledges the ten-year business relationship.
A facility manager calls in, and Voice Agent schedules the due rooftop unit (RTU) maintenance visit.
Voice Agent detects a pending preventive maintenance (PM) service and books the appointment directly.
Train the Voice Agent with the Knowledge Base to answer common questions: This new feature lets you upload documents to train the Voice Agent to answer general questions about your business. This update for Voice Agents is for both basic phones and Phones Pro.
What this means for you:
A property manager asks about your after-hours billing rates. Voice Agent checks your rate sheet and confirms the cost.
You add a document listing your service areas. Voice Agent confirms you cover a specific business park.
A caller asks if you handle rooftop unit (RTU) maintenance. Voice Agent confirms this service from your uploaded service list.
Pro Products
Field Pro
Control recording permissions with Technician Recording: This improvement gives Administrators the ability to restrict stop, pause, and delete controls for recordings at the technician level.
What this means for you:
A multi-site facility visit is fully recorded because pause and delete are disabled, aiding in dispute resolution.
Service managers restrict stop/pause for high-risk accounts to keep recordings intact.
Technicians working in critical environments (e.g., server rooms) are limited from altering recordings mid-job.
Scheduling Pro
Track remaining steps and improve clarity with the Scheduler Progress Bar: This improvement helps reduce confusion and drop-off by showing how many steps are left in the scheduling process.
What this means for you:
A facility manager scheduling regular service sees a clear path to finish the form.
A plumbing CSR fields fewer calls about "confusing booking pages."
A building maintenance manager completes requests faster using the new flow.
Early Access
Contact Center Pro Voice Agent
Customize dispatch fee message to align with your business needs in Contact Center Pro: This is an improvement that lets you customize the message about dispatch fees that Voice Agent delivers. This improvement is for Voice Agents for both basic phones and Phones Pro.
What this means for you:
Dispatch fees for commercial service visits are high. Customize the message to emphasize what the fee includes.
Include language around service agreements. Let the Voice Agent explain that dispatch fees are waived for active contracts.
Your team services multi-location clients. Customize messages to explain how dispatch fees apply per site.
Add custom job type descriptions with Customize Job Type Descriptions to improve Voice Agent’s Job Type matching accuracy in Contact Center Pro: This improvement helps job booking accuracy by letting you add custom descriptions for each job type. This improvement is for Voice Agents for both basic phones and Phones Pro.
What this means for you:
A dispatcher adds a description to “COM-PLUMB” so the Voice Agent links it to commercial plumbing jobs.
Your HVAC team uses codes like “NC-M” (no cool member), and with new descriptions, the Voice Agent stops misbooking these jobs.
Job type “RTU-R” now includes a description for rooftop unit (RTU) repair, helping the Voice Agent book large commercial repairs accurately.
Greet members and book their recurring services automatically with membership greeting and recurring service booking in Contact Center Pro: This new feature uses Voice Agent to thank members and book jobs included in their memberships. This update is for Voice agents for both basic phones and Phones Pro.
What this means for you:
Voice Agent greets the property manager and acknowledges the ten-year business relationship.
A facility manager calls in, and Voice Agent schedules the due rooftop unit (RTU) maintenance visit.
Voice Agent detects a pending preventive maintenance (PM) service and books the appointment directly.
Train Voice Agents with the Knowledge Base to answer common questions in Contact Center Pro: This new feature lets you upload documents to train the Voice Agent to answer general questions about your business. This update for Voice Agents is for both basic phones and Phones Pro.
What this means for you:
A property manager asks about your after-hours billing rates. Voice Agent checks your rate sheet and confirms the cost.
You add a document listing your service areas. Voice Agent confirms you cover a specific business park.
A caller asks if you handle rooftop unit (RTU) maintenance. Voice Agent confirms this service from your uploaded service list.
Roofing and Exteriors
Connect ABC Supply Integration to receive live pricing and place orders electronically: The ABC Supply Early Access helps Roofing contractors connect to ABC Supply’s catalog, receive pricing, check availability, and submit purchase orders (POs) electronically.
What this means for you:
Use the integration for a repair job on a multi-unit property with specialty roofing materials.
Keep customer-specific pricing up to date with daily price refreshes.
Submit the PO with mapped SKUs to match ABC Supply's inventory system.