Core Products
Adaptive Capacity
Set a max drive time limit in Adaptive Capacity to keep bookings realistic: This improvement lets administrators at companies without Dispatch Pro set a maximum drive time threshold directly in Adaptive Capacity settings, so that Customer Service Representatives (CSRs) only see available slots where technicians can realistically arrive on time. What this means for you:
An HVAC company administrator sets a 45-minute Max Drive Time Threshold in Adaptive Capacity settings. When a CSR books an air conditioning tune-up, slots requiring more than a 45-minute drive are automatically hidden, keeping the schedule tight and technicians on time.
A plumbing company wants to reduce technician burnout. After setting a 30-minute drive time limit, CSRs no longer see far-out slots for water heater replacements, and the dispatch board can be easily route optimized.
Enterprise Hub
Protect your Enterprise Hub with MFA enabled by default for all users: This improvement to multi-factor authentication (MFA) in Enterprise Hub (EH) gives every EH account baseline security from their first login, helping reduce gaps that can leave your account exposed. What this means for you:
A multi-location heating, ventilation, and air conditioning (HVAC) company uses Enterprise Hub (EH) to manage five tenant locations. An administrator adds a new EH user to oversee tenant-level settings. Time-based one-time password (TOTP) is enabled for the new user automatically at creation — no manual security setup is needed.
A business owner reviews their Enterprise Hub network after an employee leaves. The replacement EH user is created with TOTP active by default, so the account is protected before their first login.
An administrator needs to switch a user from TOTP to SMS authentication. As long as the user has a phone number on file and SMS remains active, TOTP can be turned off — keeping the account protected with at least one multi-factor authentication (MFA) method.
Field Mobile App
Get push notification message alerts for @mention messages from the ServiceTitan Field Mobile App: This is a new feature that delivers real-time push notifications to technicians using the ServiceTitan Field Mobile App for the Messaging feature. The Messaging feature in the Field Mobile App is currently in Private Preview and has limited availability. If you're interested in testing out this new feature, please reach out to your CSM (through the office). What this means for you:
A dispatcher @mentions a technician in a job conversation to share updated customer access instructions before arrival. The technician receives a push notification, taps it, and reads the note directly in the job conversation—without needing to call the office.
A service manager replies to a thread on an active job and @mentions the technician to approve a scope change. The assigned technician gets a push notification right away and can confirm receipt before starting the additional work.
A technician receives a push notification when a new @mention message arrives in a project conversation while they are between jobs. They tap the notification and respond, keeping the workflow moving without delays.
Capture job-site recordings in the dedicated Field Pro app from the Field Mobile App: This improvement routes job-site recording through the standalone Field Pro app instead of running inside the Field Mobile App, giving technicians automatic recording triggers and a focused job view. What this means for you:
A technician arrives at an air conditioning repair job. The Field Mobile App opens Field Pro automatically and recording begins. The technician works through the job without any recording prompts in the job view.
A technician finishes a water heater replacement and taps Complete. The Field Mobile App sends a stop signal to Field Pro and recording ends without any extra steps from the technician.
A technician is dispatched to a callback visit. Recording starts at arrival and stops at closeout, capturing the full visit from the Field Pro app.
Log vehicle service records from the ServiceTitan Field Mobile App with Fleet Pro Service Entry on Mobile: Fleet Pro Service Entry on Mobile is a new feature that lets technicians log vehicle maintenance records directly from the ServiceTitan Field Mobile App, capturing accurate service data in the field right after work is completed. What this means for you:
A technician finishes an oil change on a service van after completing a heating, ventilation, and air conditioning call. The technician opens the ServiceTitan Field Mobile App, navigates to Fleet Pro, and logs the vehicle, service type, cost, and odometer reading before driving to the next job.
A plumbing technician replaces brake pads on a service truck at a customer's home. Instead of returning to the office, the technician logs the service entry in the Field Mobile App with notes and an attached photo.
A residential electrician completes a tire rotation on a fleet vehicle between jobs. The technician logs the maintenance in Fleet Pro through the Field Mobile App so the fleet manager has an accurate, up-to-date record.
Manage your schedule from the field with a mobile calendar in the Field Mobile App: The mobile calendar is a new feature that gives technicians a calendar view in the ServiceTitan Field Mobile App so they can view their full schedule, spot open time, book job appointments, and create Non-Job Events directly from their mobile device. What this means for you:
A technician finishing a furnace tune-up receives a call from a neighbor asking for a HVAC inspection later that day. The technician opens the calendar, sees a two-hour free gap after the current job, taps the slot, and books the inspection without calling the office.
A technician wants to block 30 minutes at noon for a break. They tap the free time in the calendar, tap Create Non-Job Event (NJE), enter a name, set the time, select a timesheet code, and save. The block appears on their calendar and on the Dispatch Board so dispatchers know not to schedule over it.
A technician's water heater replacement runs long. They open their calendar, find the next available slot that works, and reschedule the following appointment by filling out the reschedule form and entering a note about the delay.
Manage and sell estimates on completed jobs: This improvement gives technicians and salespeople a full set of estimate actions on completed jobs in the Field Mobile App, so follow-on work can be sold and managed without switching apps or returning to the office. What this means for you:
An HVAC technician completes a heating job. Later, the homeowner asks about replacing the water heater. The technician opens the completed job, sells the existing water heater estimate as Perform Work Later, and adds a note with the homeowner's preferred timeline. The office schedules the replacement job from the follow-up.
A plumber finishes a drain repair and spots corroded pipes nearby. The technician opens the unsold estimate on the completed job, adds the affected pipe items, and renames the estimate to reflect the updated scope—all without leaving the Field Mobile App.
A technician duplicates an existing estimate on a completed job to create a scope variation for the homeowner, then adds energy savings information to support the recommendation before leaving the site.
Capture follow-up work and documentation on completed jobs in the Field Mobile App: This improvement enables technicians and salespeople to add estimates, notes, media, purchase orders, and forms to completed jobs directly in the ServiceTitan Field Mobile App, keeping follow-up documentation in the system where it belongs. What this means for you:
A technician returns to a completed HVAC replacement job after the homeowner notices a vibration. No media exists on the job. The technician taps Add Media, photographs the unit, and the upload queues while offline—syncing when connectivity is restored.
A salesperson wraps up a plumbing inspection marked complete and spots an additional scope for a water heater replacement. They tap Add Custom Estimate directly on the completed job to capture the proposal on the spot.
A technician realizes the material quantities on a completed electrical job were recorded incorrectly. They tap + Create PO to order the right parts; the corrected materials sync to the invoice automatically.
Improve the tablet experience with Field Mobile App Tablet User Interface Optimizations: This improvement to the Field Mobile App redesigns the tablet interface with a purpose-built layout, giving technicians faster access to job information and actions while working in the field. What this means for you:
A heating, ventilation, air conditioning (HVAC) technician opens a job on an iPad and uses the collapsible sidebar to navigate between sections without scrolling through a full-page phone layout.
The Location section automatically pre-loads a route from the technician's current location to the job site, displaying drive time and mileage before the technician even taps the map.
When the technician fills out a service form on iOS, a split view keeps the forms list visible on the left while the form content opens on the right, so job context is never hidden.
Identity and User Management
Protect privileged accounts automatically with MFA Enforcement: ServiceTitan now requires multi-factor authentication (MFA) for all users who hold high-risk permissions, reducing the chance of unauthorized access to sensitive data and account settings. This is an improvement to the existing MFA enforcement. What this means for you:
An office manager has the View billing or credit card information permission to process customer payments. When the enforcement reaches their tenant, the manager's next login requires MFA. If the manager already has SMS set up, they enter their code and continue. Administrators can visit Security > MFA, filter the Privileged column, and confirm the manager's phone number is verified before enforcement.
A back-office employee who processes invoices has the Email invoice permission. After enforcement, they are prompted to set up TOTP using an authenticator app since no verified mobile number is on file. The process takes fewer than two minutes and does not disrupt their daily workflow once complete.
A service coordinator has the Import/export data permission to pull job reports. ServiceTitan flags this user as Privileged, and their account requires MFA at next login. The administrator sees this user in the Privileged column and proactively notifies them before enforcement takes effect.
Supply Chain
Connect your APR Supply account to ServiceTitan to manage pricebook costs and purchase orders: This improvement to the Full Procurement Integration adds APR Supply Co. as a supported supplier, allowing you to sync product costs, check real-time pricing and availability, and send purchase orders electronically from ServiceTitan. What this means for you:
A plumbing company maps their APR Supply account to two business units. When a technician needs a water heater part, an administrator creates a purchase order (PO) with real-time pricing checked against the nearest APR Supply branch, then sends the PO electronically — no phone calls required.
A heating, ventilation, and air conditioning (HVAC) company enables nightly cost changes for items from the APR Supply catalog. When APR Supply adjusts pricing, the pricebook reflects those changes the next morning without any manual edits.
A landscape irrigation contractor adds new sprinkler components from the APR Supply catalog directly to their ServiceTitan pricebook, so technicians always have current items available when building estimates.
Voice Agent
Ensure escalated Voice Agent calls reach the right person or department with multi-point escalation: This enhancement to the Voice Agent (VA) enables administrators to configure multiple sequential escalation destinations, so escalated calls have more chances to reach the right live agent or department instead of going to voicemail. This Voice Agent update is available for basic phones and Phones Pro. What this means for you:
A homeowner calls a plumbing company after hours about a burst pipe. The Voice Agent collects the caller's information but the homeowner becomes distressed and asks for a live person. The Voice Agent tries the on-call office number — no answer — then automatically tries the owner's cell phone, which picks up on the second ring.
A residential HVAC company configures three escalation destinations: the office main line, the dispatcher's cell, and a third-party answering service. During a Saturday rush, both the office and dispatcher lines are busy. The answering service picks up the escalated call and takes a message for Monday morning follow-up.
An electrical company's Voice Agent handles all evening calls. When a caller asks to be transferred, the Voice Agent tries the office first, then the on-call electrician's cell. The technician answers and confirms an emergency appointment on the spot.
Run multiple Voice Agents from a single account with Voice Agent Multi-Agent Support: Voice Agent Multi-Agent Support is a new feature that lets businesses configure independent Voice Agent instances for different brands, service lines, or locations within a single ServiceTitan account. This Voice Agent update is available for basic phones and Phones Pro. What this means for you:
A residential company operates two brands — plumbing and HVAC — under one ServiceTitan account. Each brand gets its own Voice Agent with a distinct greeting, job type selection, and dispatch fee settings. Callers to the HVAC number hear only HVAC services, and the plumbing number connects to the plumbing agent.
A multi-location residential company sets up a Voice Agent for each location with location-specific greetings and service availability. Callers get accurate local service details rather than a generic response.
A residential services company with high after-hours call volume uses a dedicated overnight Voice Agent with a specific escalation chain, separate from the daytime agent with standard booking settings. Each agent handles its call window independently.
Handle caller objections and book more calls with Voice Agent Objection Handling: Voice Agent Objection Handling is a new feature that enables the Voice Agent (VA) to respond to common caller objections — keeping calls on track for booking instead of escalating to a live agent. This Voice Agent update is for basic phones, Phones Pro, and Contact Center Pro. What this means for you:
A homeowner questions a $79 dispatch fee during a late-night HVAC call. The Voice Agent delivers the configured response — that the fee applies as a credit toward repair work. The caller agrees and the Voice Agent books the appointment.
A plumbing caller pushes back on weekend pricing during a call about a leaking pipe. The Voice Agent responds with the company's message about same-day service value. The caller accepts and the Voice Agent confirms the booking.
An electrical caller asks why a diagnostic fee applies before work begins. The Voice Agent delivers the configured explanation. The booking completes without CSR involvement.
Stay informed about unbooked Voice Agent calls with Voice Agent Email Notifications: Voice Agent Email Notifications is a new feature that automatically sends email summaries to your designated recipients after Voice Agent calls that end without a booked job, so your team can follow up quickly and recover more leads. This Voice Agent update is for basic phones, Phones Pro, and Contact Center Pro. What this means for you:
A homeowner calls after hours about a no-heat emergency. The Voice Agent collects the caller's information but cannot book a job because no technicians are available. ServiceTitan sends an email notification to the on-call manager, who calls the homeowner back within minutes and books the job before they contact a competitor.
A caller requests a same-day appointment that is not available in your schedule. The Voice Agent ends the call without booking. Your office team receives an email with the caller's name and phone number and follows up the next morning before the caller moves on.
Your CSRs start each day by reviewing email notifications from overnight Voice Agent calls that ended without a booking. They use the caller details to prioritize outreach and capture revenue that would otherwise have been missed.
Handle calls from Spanish-speaking customers with Voice Agent Spanish Language Support: This improvement to the Voice Agent enables service companies to automatically handle and book jobs for Spanish-speaking customers using the same automated call experience available in English. This Voice Agent update is for basic phones, Phones Pro, and Contact Center Pro. What this means for you:
A residential HVAC company in a bilingual market receives a call in Spanish after hours. The Voice Agent detects the language, switches to Spanish, and walks the caller through booking a diagnostic visit — capturing their address, availability, and issue details without CSR involvement.
A plumbing company configures a single Voice Agent to handle both English and Spanish calls. When a Spanish-speaking homeowner calls about a leak, the Voice Agent responds in Spanish, collects the necessary information, and creates a Follow Up for the morning crew.
A home services company serving a large Spanish-speaking population creates a dedicated Spanish-language Voice Agent tied to their Spanish-market phone number, ensuring every caller receives a fully automated, brand-appropriate experience.
Pro Products
Marketing Pro
Measure the business impact of optimizing your Google Business Profile with Reputation revenue reporting: This is a new feature that lets you see how using Reputation to optimize your Google Business Profiles (GBPs) drives leads, jobs, and revenue—all within the Reputation Overview dashboard in Marketing Pro Reputation. What this means for you:
A marketing manager at an HVAC company wants to justify the cost of Marketing Pro Reputation. They open the Reputation Overview dashboard and check the Reputation Business Impact section. The funnel shows 4,200 local search views, 310 GBP clicks, and 48 jobs booked over the past 30 days.
An administrator at a plumbing company has multiple service locations. They use the location filter in the Reputation Overview dashboard to compare the conversion rate for each location, then prioritize GBP optimization efforts for the location with the lowest Jobs Booked count.
A business owner reviews the Reputation Revenue card at the end of each month to track how much invoiced revenue came from Google-driven jobs. They share this figure with their operations team during monthly business reviews.
Early Access
Payables
Automate bill review with AP Approval Workflows: AP Approval Workflows is a new feature. It automates how bills are routed for review inside ServiceTitan. What this means for you:
A plumbing company configures a workflow so any bill over $500 routes to the office manager for approval before payment.
Bills under $100 are auto-approved, freeing the bookkeeper to focus on exceptions.