Core Products
Accounting
Improve your QuickBooks Online integration with three accounting accuracy enhancements: This improvement delivers three enhancements to accounting integration workflows: service location invoice mapping for QuickBooks Online, customer reference data on vendor bills and vendor credits, and a notification to help prevent discrepancies when editing exported transactions in open accounting periods. What this means for you:
A residential plumbing company with multiple properties under one customer account uses service location mapping. Invoices for each address export directly to the matching sub-customer in QBO, so the office can track revenue by location without manual reassignment after each export.
A bookkeeper exporting vendor bills associated with job-linked purchase orders finds the customer reference already included on each line item in QBO after export, reducing the time spent on manual job-costing entries.
An accountant editing a payment record that was already exported while the period is still open sees a notification advising them to verify the change in their accounting software before saving, helping keep records aligned.
Adaptive Capacity
View Technician Start Time in the Tech Assignment Dropdown to select the best technician for each arrival window: This improvement to Get Adaptive Availability displays each technician's earliest possible start time directly in the assignment dropdown, helping CSRs choose the right technician and give customers more precise arrival estimates. What this means for you:
A customer calls to book a HVAC service visit and asks for the "earliest possible" technician within an 8 AM–12 PM window. A CSR opens the technician dropdown, spots the start time chips for each available technician, and selects the one showing "8:00 AM Start" — meeting the customer's request without any back-and-forth with dispatch.
A plumbing company is booking several jobs with overlapping arrival windows on the same morning. A CSR uses the start time chips to match early-start technicians to customers who need someone on-site first thing, and assigns later-start technicians to mid-morning windows — distributing the workload without guessing at availability.
A CSR is rescheduling a job for a customer who expressed frustration with a previous late arrival. Using the start time chip, the CSR identifies and assigns the technician with the earliest available start within the requested window, and gives the customer a more confident time estimate before ending the call.
Adaptive Capacity Advanced Reporting now features a redesigned view that aligns with Simple mode, ensuring a consistent user experience: This improvement redesigns the Advanced Reporting mode in Adaptive Capacity to match the visual layout and style of Simple mode, creating a consistent experience across both reporting views. What this means for you:
Your dispatcher reviews bookable hours for the week in Advanced mode. Labor supply and available capacity are now visible directly in each cell without hovering, so she can assess the day's schedule at a glance without extra clicks.
A service manager uses the new tree structure to expand business unit (BU) groups and review capacity at the job type level. The expandable view lets her drill down into the data she needs without losing sight of top-level totals.
During peak season, your manager selects the Dense density setting to display up to eight time windows on screen at once, giving the team a fuller view of the week without extra scrolling.
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.
Set a minimum booking lead time to prevent last-minute arrival window bookings: This improvement adds a configurable Minimum Booking Lead Time to Adaptive Capacity so CSRs only see arrival windows with enough time remaining for dispatch and travel. What this means for you:
A customer calls at 3:50 PM to book a same-day visit. The shop has a 2–4 PM arrival window that ends in 10 minutes. With a 30-minute minimum booking lead time enabled, that window no longer appears for CSRs, and the customer is booked into the next available window instead.
A plumbing company wants to protect their last same-day window, which ends at 6 PM, from being booked less than an hour out. Setting a 60-minute minimum booking lead time keeps that window available only for bookings made well before it closes.
Customer Portal
See the next service date on equipment records in the Customer Portal: This improvement to the Customer Portal shows the next scheduled service or inspection date on equipment records, so customers can see upcoming service without contacting your office. What this means for you:
A homeowner wants to know when their furnace will next be serviced under their membership plan. Instead of calling the office, they open the Customer Portal, find the furnace in the equipment list, and see the next service date right on the equipment card.
A homeowner with a service agreement for their air conditioning (AC) system logs into the portal before summer to confirm a tune-up visit is coming up. The next service or inspection date is displayed in the service history panel alongside their equipment's service history.
A customer who had a water heater replaced recently opens the equipment record in the portal to see when the new unit is first scheduled for service. The upcoming appointment date is visible without any calls to the office.
Dispatching
Reschedule appointments in bulk directly from the Dispatch Board header: This improvement adds the Mass Reschedule button to the Daily and Weekly Dispatch Board header so dispatchers can reschedule appointments in bulk without switching to the legacy dispatch board. What this means for you:
A dispatcher sees that a technician called in sick and needs to move all of that technician's appointments to the next available day. They click Mass Reschedule from the Daily Dispatch Board header and reassign the appointments without leaving the board.
Severe weather forces your team to pause afternoon appointments. A dispatcher uses Mass Reschedule from the Daily Dispatch Board to shift all affected appointments to the following morning.
A last-minute schedule change means a team's appointments need to move to a different day. The dispatcher handles the bulk reschedule in the Daily Dispatch Board instead of switching to the legacy board.
Field Mobile App
Access tagged Field Mobile App conversations instantly from @mention email notifications: This new feature delivers one-tap navigation from @mention email notifications directly to the exact conversation and message in the Field Mobile App. What this means for you:
A HVAC technician is @mentioned in a message thread about equipment history at a service location. They tap the email link and open directly to that message in the Field Mobile App before arriving on-site.
A plumbing technician is tagged in a conversation about a parts delay on their job. Instead of navigating to the job manually, they tap the email link and view the message right away so they can adjust their schedule.
A dispatcher tags a technician about a last-minute scope change before arrival. The technician taps the link in the email and replies directly from the Field Mobile App without switching between tools.
Act on follow-up opportunities with fewer steps and fewer missed sales in the Field Mobile App: This improvement to the opportunities workflow in the ServiceTitan Field Mobile App reduces friction when technicians follow up on unsold estimates, view attachments, complete forms, and confirm sold estimates. What this means for you:
A technician finishes an HVAC tune-up and leaves an unsold estimate for a compressor replacement. After completing the job, a dialog prompts the technician to follow-up later. badge on the Opportunities tile is displayed in the menu page signaling reminder is due or overdue, reminding them to call the homeowner.
A plumbing technician reviews an opportunity and needs to check the PDF quote the office attached. The technician opens the opportunity and views the PDF directly.
A technician reviewing follow-up opportunities filters the list to show only Not Attempted items. After stepping away and returning to the screen, the filter is still applied, so the technician picks up right where they left off.
Reporting and Dashboards
Analyze deeper and act faster with Foundational Dashboard Enhancements: This improvement transforms Custom Dashboards from static summary views into interactive analytical tools — so you can move from summary to insight without leaving the dashboard. What this means for you:
A service manager builds a stacked bar chart showing revenue by technician, segmented by job type (maintenance, repair, replacement). They add a manual target line at their monthly revenue goal and immediately see which technicians are below target. They click a bar segment to view the specific jobs in a drill-in table without leaving the dashboard.
A dispatcher wants to track how recall rates change over time. They build a time-series bar chart using the "Is Recall" boolean KPI (with Boolean KPI visualization enabled) and set the time bucket to Monthly. The chart shows recall trends across the last six months, helping the team identify which months had higher recall rates.
A business owner reviews a stacked bar chart showing marketing spend by campaign type, then toggles to percentage view to see which campaigns represent the largest share of total spend. They use this to prioritize budget decisions in the next quarter.
TitanExchange
Protect shared form templates and prevent unauthorized edits with TitanExchange Forms Lock and Update: This improvement enforces lock checks when updating shared Forms templates, helping avoid accidental edits. What this means for you:
A regional team tries to adjust a shared Forms template but is blocked due to a lock set by the corporate office.
A technician using the mobile app relies on locked Forms to remain unchanged during active jobs.
A CSR attempts to update a checklist template but is prevented because it's locked for their tenant.
Voice Agent
Handle emergency calls, configure escalation triggers, and charge after-hours dispatch fees with Voice Agent: This improvement to Voice Agent lets you handle emergency calls safely and charge after-hours dispatch fees to capture premium revenue. This improvement impacts Voice Agent for basic Phones, Phones Pro, and Contact Center Pro. What this means for you:
A homeowner calls at 11 PM reporting a burst pipe. Voice Agent detects the emergency, quotes the $150 after-hours dispatch fee, and assigns the job to the on-call plumber.
A caller expresses frustration about a Tuesday appointment for their broken furnace. Because you configured customer anger as an escalation trigger, Voice Agent transfers the call to a live agent before the caller hangs up.
A weekend caller needs an urgent water heater replacement. Voice Agent recognizes the after-hours window, applies the dispatch fee, and books the job so your on-call technician receives the assignment immediately.
Customize your Voice Agent persona to match your company's brand: This improvement to the existing Voice Agent lets you personalize your AI agent's voice, speed, and tone so every call reflects your brand. What this means for you:
A plumbing company owner selects a warm, professional voice and sets Stability to More stable to ensure consistent delivery on every overflow call the Voice Agent handles during peak summer season.
An HVAC company administrator turns on background office noise so after-hours callers hear a natural dispatch-room feel instead of a sterile AI silence, reinforcing that the business is always staffed and ready.
A garage door repair shop tests several voice previews, picks one that matches the friendly tone their customer service representatives (CSRs) use, and sets Similarity Boost to High so the Voice Agent sounds consistent across every call.
Choose a Voice Agent conversation flow to match your booking strategy and reduce caller drop-off: This improvement to the existing Voice Agent lets you select which conversation flow your virtual agent uses when handling inbound calls, so you can align call handling with your booking strategy. What this means for you:
A residential HVAC company that handles high volumes of after-hours calls selects the Availability-First Flow. Callers hear available time slots right away, confirm an appointment, and then provide their contact details. More callers stay on the line and book jobs.
A plumbing company that prioritizes capturing caller information for follow-up keeps the Lead-First Flow. The virtual agent collects names and phone numbers first, so the office has complete records even if callers do not book during the call.
An electrical contractor tests the Availability-First Flow during peak season and monitors booking conversion rates. After the season ends, the administrator switches back to the Lead-First Flow to match a slower call volume strategy.
Pro Products
Dispatch Pro
On-Call Shift Support for Dispatch Pro: This new feature lets you control whether Dispatch Pro factors in on-call technician shifts when it assigns jobs, so your after-hours coverage is part of the automated dispatching workflow. What this means for you:
An HVAC company has technicians on rotating on-call schedules for weekend emergencies. They turn on the setting in Dispatch Pro so that Saturday jobs are automatically routed to whichever technician is on call, instead of going unassigned until a dispatcher is available.
A plumbing company receives an emergency water heater call on a Sunday evening. With the on-call shift setting enabled, Dispatch Pro sees the on-call plumber and assigns the job right away, reducing the homeowner's wait time.
An electrical contractor runs a small after-hours team for urgent panel repairs. They override the on call shift setting to OFF for their new construction business unit, which operates strictly Monday through Friday, while keeping it ON for their residential service division.
Job Extension Beyond Shifts: Control end-of-shift job assignments with Job Shift Extension to reduce scheduling gaps: This new feature lets you set how far past the end of a technician's shift Dispatch Pro can assign a job, so you can fill more appointment slots and reduce manual scheduling adjustments. What this means for you:
An HVAC company's lead technician finishes a repair at 3:30 PM and has a shift ending at 5:00 PM. A 2-hour diagnostic call comes in. With the extension set to 30 minutes, Dispatch Pro assigns the job knowing a slight overrun is acceptable, rather than leaving the technician idle for the last 90 minutes of the day.
A plumbing company sets the global extension to 1 hour but overrides the setting to Off for apprentice technicians. Senior plumbers can take late jobs that may run past their shift, while newer team members stick to strict shift boundaries.
A garage door company notices that most end-of-day service calls run 15 to 20 minutes over shift. The dispatcher sets the global extension to 30 minutes and reviews the dispatch board to confirm that Dispatch Pro now assigns those borderline jobs automatically.
Identify dispatch-specific jobs at a glance on the Dispatch Board: This improvement adds a distinct icon color to the lightning bolt on dispatch-specific jobs so Dispatchers can quickly tell apart automated Dispatch Pro jobs from other jobs on the board. What this means for you:
A dispatcher managing a full day of HVAC service calls opens the Dispatch Board and immediately spots the colored bolt icons on two jobs Dispatch Pro has auto-assigned. She focuses her attention on the remaining jobs that need manual routing without having to open each appointment to check its status.
A plumbing company runs Dispatch Pro in auto mode during peak hours. When a same-day emergency job comes in, the dispatcher scans the board, sees which jobs Dispatch Pro is already handling via the colored bolt, and steps in only for the new job that needs manual assignment.
A residential electrical contractor uses Dispatch Pro to balance technician workloads. The dispatcher notices several jobs without the colored bolt and knows those are the ones that still need attention, without clicking into a single appointment.
Marketing Pro
Swap images in Autopilot campaigns to launch on-brand emails faster: This improvement to Marketing Pro Autopilot lets you replace the default image on any Autopilot campaign with your own photo, so your emails match your brand and the moment you are marketing to. What this means for you:
A plumbing company finds a seasonal maintenance reminder campaign in the Autopilot library. The default image shows a furnace, but they swap it for a photo of a water heater to match their spring water heater flush promotion.
An HVAC contractor wants to send a weather alert campaign before a local heat wave. The default image shows a rainstorm, so they swap it for a heat wave image and launch the campaign in seconds.
A garage door company launches a holiday safety check campaign. They swap the generic image for a branded photo of their team to build trust with homeowners.
Early Access
Contact Center Pro
Call and transfer to technicians directly from Contact Center Pro with Transfer to Technician: Transfer to Technician is an improvement to Contact Center Pro that lets agents call and transfer live calls directly to technicians in the field without leaving the platform. What this means for you:
A caller asks why their HVAC technician has not arrived. The customer service representative (CSR) opens the Technicians tab, finds the technician by name, and places a warm transfer to confirm the estimated time of arrival before connecting the caller.
A caller has questions about parts used in their plumbing repair. The CSR transfers the call directly to the technician who completed the job so the technician can walk the caller through the details.
A dispatcher needs to reach a technician who is between jobs. The dispatcher opens the Make a Call modal, selects the Technicians tab, and dials the technician without navigating away from Contact Center Pro.
Manage call continuity for all your companies directly in Contact Center Pro during outages: This improvement to the existing call continuity experience in Contact Center Pro gives administrators faster, clearer controls to protect incoming calls during outages, including the ability to activate call continuity across all companies at one time. What this means for you:
A residential HVAC company experiences a Contact Center Pro outage during peak summer season. The office administrator opens the Call Continuity screen in Contact Center Pro and activates Voice Agent call continuity for all companies with one switch, keeping every incoming call routed to Voice Agent until service is restored.
A plumbing company with three locations notices an outage and uses the per-company controls in Contact Center Pro to activate call continuity only for the two locations currently open, while leaving the after-hours location unchanged.
After activating call continuity, a residential electrical company administrator monitors the Contact Center Pro banner to confirm that call continuity is active and checks the phone number list to verify all tracking numbers forward to the correct backup option.
Use the Queue Performance Report to identify call handling bottlenecks and improve service levels: This new feature gives Contact Center Pro managers a dedicated report to measure how each queue handles inbound calls, so you can spot performance gaps and take action to reduce missed calls and improve service levels. What this means for you:
A plumbing company filters the Queue Performance Report by their Emergency and General Service queues over the past week. They notice the emergency queue has a 30% true abandoned rate and use that data to add another agent during peak hours.
An HVAC shop reviews the average wait time to answer for each queue after a seasonal demand spike. They discover their Maintenance queue has a much longer wait time than New Install, prompting a staffing adjustment.
A residential service manager compares the Missed Calls Answered Elsewhere metric across queues to confirm that rollover destinations are catching calls the primary queue misses.
Manage your microphone and speaker settings directly in Contact Center Pro to resolve audio issues faster: This new feature lets you view, select, and test your microphone and speaker devices directly from the Contact Center Pro call bar so you can prevent and fix audio problems without leaving the app. What this means for you:
A CSR answers a call about a broken furnace, but the homeowner cannot hear them. The CSR opens the audio settings panel, sees that the wrong microphone is selected, switches to their headset mic, and continues the call without hanging up.
Before a busy Monday morning shift, a dispatcher opens the audio settings panel to confirm their Bluetooth headset is detected and test the speaker output, so they are ready for incoming calls.
A CSR working from home connects a USB headset. Contact Center Pro detects the new device, and the CSR selects it from the settings panel and verifies the audio input level before taking their next call.
Dispatching Early Access
Manage technician schedules with Edit and Delete For Specific Technicians, Audit Trail Updates to control Non-Job Events with precision: This new feature in the Non-Job Event (NJE) panel lets you edit, complete, or delete events for one technician at a time and adds clearer history in the Audit Trail. What this means for you:
A dispatcher adjusts a training Non-Job Event (NJE) for one technician who is out sick. The other technicians in the same training series keep their original schedule.
A paid time off NJE is removed for one technician who swapped shifts. Other assigned technicians are not affected.
The Audit Trail shows each NJE change, so you can confirm who edited or deleted the event.
Schedule recurring non-job events by monthly weekday pattern and set end dates for recurring series: This improvement to the Dispatch Board lets dispatchers schedule recurring non-job events on a specific weekday each month and set an end date for any recurring series, replacing manual workarounds with a built-in scheduling option. What this means for you:
A dispatcher schedules a recurring team meeting every first Monday of the month for the HVAC crew to review performance metrics. The series automatically ends after six months when the review cycle is complete.
A plumbing dispatcher blocks the third Wednesday of each month for a technician's recurring training session. With the end date set, the series stops at the end of the training program.
An electrical company dispatcher sets a monthly safety briefing for the last Friday of every month and no longer needs to create each event individually.
Save and reuse filter combinations on the Daily Dispatch Board with quick filters: This improvement to the Daily Dispatch Board lets dispatchers save their most-used filter combinations as named views and reapply them in one click, so they spend less time configuring filters and more time dispatching. What this means for you:
A dispatcher at a plumbing and heating, ventilation, and air conditioning (HVAC) company creates a saved view called HVAC Only with the HVAC business unit selected. Each morning, she clicks the view name to load the HVAC board instantly instead of selecting the business unit manually.
A residential electrical company dispatcher saves separate views for Emergency Calls and Scheduled Maintenance based on job type filters. Switching between the two throughout the day takes one click instead of several filter changes.
A growing multi-trade shop with five business units creates a Full Board view with all units selected and an Apprentice Team view filtered to a specific skill. The dispatcher drags the most-used view to the top of the list for faster access.