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 Decrease heating, ventilation, and air conditioning (HVAC) capacity by 20% during summer to account for longer repair times during heatwaves.
An administrator tells Atlas to Block all non-emergency Plumbing jobs on Christmas Day to automatically restrict booking availability for the holiday.
A manager tells Atlas to Increase capacity for generator installs by 15% during hurricane season to open more slots for high-demand work.
Improve routing with drive time and technician assignment in Get Adaptive Availability
Before, Customer Service Representatives (CSRs) could not see how much drive time a technician would need for a time slot or which technicians were open for the job in Get Adaptive Availability. That meant dispatchers had to assign jobs later, which caused excessive manual workflows or delays.
How this works for you:
A CSR books a water heater repair and sees two available technicians for the same arrival window. They choose the one with the least drive time and assign the technician during booking.
A CSR reviews drive time and assigns technicians during booking. If the company optimizes based on routes, CSRs can also use the Most Efficient tab. This helps avoid booking a technician who would need to cross town, cutting down total drive time for the day.
A manager tracks fewer schedule changes by dispatchers since bookings are now aligned with route efficiency.
Estimates
Enforce minimum margins with the Margin Enforcement feature to protect profitability
Before, sales representatives could send or sell estimates even when the projected margin fell below acceptable thresholds. With Margin Enforcement, you can now set a minimum margin percentage in Settings. When estimates fall below that margin, a warning appears in ServiceTitan and the Field Mobile App, so technicians can contact ServiceTitan to fix the issue. This change ensures pricing aligns with company margin policies before approval or sale.
How this works for you:
A technician quotes a water heater job. If the margin is below 25%, a warning prevents submission.
A sales rep adds a discount to win a deal. If the margin falls short, they must revise before saving.
A manager reviews a batch of estimates and sees which need price changes to meet margin rules.
Field Mobile App
Present estimates side-by-side with new tablet view improvements
Before, technicians used the Present Proposal screen to show estimates, but the layout only showed one estimate at a time, limiting how customers could compare options. Now, when there are multiple estimates, the landscape and portrait layouts show up to three at once. The new layout highlights estimate summaries, pricing that includes financing, and key indicators like media and equipment findings, making it easier to review options during the job. Technicians have more control over presentation, including the ability to select the primary thumbnail image for each estimate.
How this works for you:
A technician taps Present Proposal to show three system replacement estimates side-by-side, helping the customer choose based on price, rebates, or savings.
During a job, the customer asks to see previous estimates. The technician scrolls horizontally to bring them into view and tap into one for more detail.
A technician uses media and findings indicators to show what's behind each recommendation, adding credibility without needing a sales pitch.
Manage opportunity follow-ups with an enhanced interface
Before, technicians using the Opportunities tab in the Field Mobile App couldn’t edit estimates natively or view job details without help from the office. Now, technicians can deep-link to job details and edit estimates directly in the app. They also gain access to an audit trail, giving more context around activity history. This improvement supports better opportunity management in the field and faster follow-up conversions.
How this works for you:
A technician reviews a past unsold estimate for a water heater through the Opportunities screen. They open the job details, adjust pricing, and resend the estimate during a scheduled follow-up.
During a callback visit, the technician views the job summary from the opportunity and marks the estimate as sold.
Process check payments through ACH in the field
Technicians can now enter ACH check details and process payments with them right in the Field Mobile App. The technician taps a payment type marked for ACH, then adds the check details, such as name, routing number, and account number. The payment goes into a pending state, with updates shown as it’s accepted or denied. Before this, technicians couldn’t manually process checks in the field. This improvement supports check collection workflows and helps businesses transition from paper to digital faster.
How this works for you:
A technician finishes a water heater install and collects a $150 check using the ACH payment type. They enter the check details directly in the Field Mobile App and submit it for processing.
On a drain cleaning job, the technician taps ACH, enters the homeowner’s routing and account numbers, and completes the payment.
During a service call, the technician accepts a handwritten check. The payment is submitted on the spot, no office follow-up needed.
Financing
Add financing prequal links in customer notifications and Marketing Pro email campaigns to boost close rates
Before, there was no way to offer financing prequalification before a technician visit or during marketing campaigns. Now, you can add links from GreenSky, GoodLeap, or Synchrony to customer notifications and Marketing Pro email templates. This helps introduce financing options earlier, giving homeowners to explore their potential buying power A new tab in Financing Settings lets you manage the prequal rules.
How this works for you:
A technician is dispatched to a job. The homeowner receives a message with a prequal link and applies before the technician arrives.
A homeowner clicks a prequal link in a Marketing Pro campaign for an unsold estimate and applies for financing.
A manager uses Financing Settings to set rules for when and how prequal links are included in campaigns.
A Technician can see a tag on the customer profile in ServiceTitan Mobile if they were prequalified and the amount.
The office can see the prequalified apps in application management
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 dispatcher changes a technician's lunch break to a longer time window. The change is tracked in the Audit Trail.
A technician is added to a training event. The record shows who added the technician and when.
A recurring office meeting time is edited. The Audit Trail logs the change for future reference.
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 selects and reorders columns to prioritize urgent furnace repairs.
A back-office employee adds Total and Customer Address columns to verify invoices before sending.
A manager uses the Working tab to monitor active techs and their progress.
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:
A dispatcher hovers over a job running late to check if the assigned technician is nearby, then adjusts assignments to avoid delay.
During call overflow, CSRs can relay job info without opening multiple screens.
When technicians call in for updates, dispatchers can check details instantly before reassigning.
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:
An operations manager searches for a specific job across multiple branches from one screen.
A CSR types a customer name and sees matches from every location they support.
Billing staff locate an invoice number across tenants without switching logins.
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:
A technician pulls up a video walkthrough for a new water heater model before the install.
Office staff upload a seasonal HVAC checklist—technicians see it immediately in the portal.
A training video on upsell tips appears in the Content Portal for the right technicians.
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 AC replacement to be installed next week. They collect a 25% deposit in the field. The deposit is applied to the final install job.
A technician books a water heater install for the weekend. They collect a flat $500 deposit at the estimate. The follow-up job automatically reflects the remaining balance.
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 CSR uses the same left-side menu to confirm parts inventory while scheduling.
A manager quickly switches between dashboards and job histories on a tablet.
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 permissions so a dispatcher can view Project Statuses to track job phases, but only the manager can edit the list.
Administrators can set permissions so an office employee can review Job Types to assign to new bookings without risk of changing them.
The General Manager restricts External Communication settings to themselves to manage sensitive client 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:
A technician installs a new water heater. After delivery and billing, ServiceTitan compares the PO, receipt, and bill and highlights an extra part billed by the vendor.
The office sees a mismatch where the tax charged differs from the receipt and can act before payment.
You set a tight custom threshold so even a few cents of mismatch are flagged, ensuring close review on all residential jobs.
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 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.
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:
An office employee sets the Reply-To as a personal email for dispatch notices. If the domain is not whitelisted, it gets replaced with noreply@servicetitan.com.
A CSR creates a booking confirmation email using a custom From address. Without whitelisting, the sender is switched to noreply.
A manager trying to monitor responses from customers sees that replies are routed incorrectly if a domain isn’t approved.
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:
A technician explains a $99 dispatch fee will count as a credit for services performed. The Voice Agent now shares this same message automatically.
You run seasonal promotions that waive dispatch fees. Update the message to match the current offer.
You use different messaging for HVAC versus plumbing calls. Each job type now has a tailored message.
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 CSR receives a call for “PDS-M” and the Voice Agent now correctly links it to plumbing demand service for members using the new description.
You define “No Cool” as a description for your HVAC job type so the Voice Agent identifies it faster when booking.
A CSR adds descriptions like “Annual AC checkup” to improve matching on membership jobs.
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 answers a call and thanks the member for their five-year loyalty.
A homeowner calls to book a repair, and Voice Agent identifies an available heater tune-up to book.
Voice Agent reviews the account during intake and schedules the pending plumbing inspection.
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 homeowner asks about pricing for a standard tune-up. Voice Agent finds the price list in the Knowledge Base and answers.
You upload a flyer about a new seasonal promotion. Voice Agent tells callers about the deal when asked.
A caller asks what equipment brands you service. Voice Agent lists the brands from your uploaded company profile.
Customize Follow-up Questions to gather detailed job information: This new feature lets you set up the Voice Agent to ask callers specific questions so you can understand the job needs better. This update for Voice Agents is for both basic phones and Phones Pro.
What this means for you:
The Voice Agent asks the caller how old their equipment is to help the office decide which technician to send.
If a caller reports a leak, the agent asks where the water is coming from to determine urgency.
The agent asks if the caller is a new or returning client to help with account matching.
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 technician is prevented from deleting a recording during a water heater replacement, ensuring the full job is documented.
Stop/pause options are disabled for a new hire on their ride-along for quality control.
During a warranty repair, the technician’s recording runs uninterrupted for full review later.
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 homeowner books a furnace tune-up online and sees how many steps are left, reducing drop-off.
A CSR reviewing a booking sees fewer buttons and a cleaner interface.
An HVAC dispatcher spots fewer incomplete bookings in their queue.
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:
A technician explains a $99 dispatch fee will count as a credit for services performed. The Voice Agent now shares this same message automatically.
You run seasonal promotions that waive dispatch fees. Update the message to match the current offer.
You use different messaging for HVAC versus plumbing calls. Each job type now has a tailored message.
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 CSR receives a call for “PDS-M” and the Voice Agent now correctly links it to plumbing demand service for members using the new description.
You define “No Cool” as a description for your HVAC job type so the Voice Agent identifies it faster when booking.
A CSR adds descriptions like “Annual AC checkup” to improve matching on membership jobs.
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 answers a call and thanks the member for their five-year loyalty.
A homeowner calls to book a repair, and Voice Agent identifies an available heater tune-up to book.
Voice Agent reviews the account during intake and schedules the pending plumbing inspection.
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 homeowner asks about pricing for a standard tune-up. Voice Agent finds the price list in the Knowledge Base and answers.
You upload a flyer about a new seasonal promotion. Voice Agent tells callers about the deal when asked.
A caller asks what equipment brands you service. Voice Agent lists the brands from your uploaded company profile.
Customize Follow-up Questions to gather detailed job information in Contact Center Pro: This new feature lets you set up the Voice Agent to ask callers specific questions so you can understand the job needs better. This update for Voice Agents is for both basic phones and Phones Pro.
What this means for you:
The Voice Agent asks the caller how old their equipment is to help the office decide which technician to send.
If a caller reports a leak, the agent asks where the water is coming from to determine urgency.
The agent asks if the caller is a new or returning client to help with account matching.
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:
Add SKUs for shingles and underlayments directly into the pricebook for a re-roofing job.
Submit the purchase order (PO) without leaving ServiceTitan and receive status updates automatically.