Summer 2025 Release - CSR/Dispatch

  • Updated on Apr 30, 2026
  • Published on Apr 17, 2026
  • 12 minute(s) read
Prev Next

The ServiceTitan Summer 2025 release contains several new features and feature updates that impact CSRs and Dispatch.

ST-74

Core Products

Adaptive Capacity

  • Get visibility into Adaptive Capacity utilization with new reporting: This helps you monitor if Adaptive Capacity is being used when scheduling jobs. Before, there wasn't a way to see if jobs were being booked using Adaptive Capacity. With this report, you can now review job-by-job usage and support your team's training and performance.

  • See how strategic adjustments affect booking with the new Adjustments Info in Availability Drawer feature: This update shows if any manual edits or rules impact the job's time window in the schedule. Before, there was no way to tell which adjustments were applied to each time slot.

Dispatching

  • Improve dispatching visibility and control with Auto-Adjusted Appointments and a resizable Weekly View panel: Before, job appointments always showed the scheduled time, not the technician's actual time on site. Now, the start and end of jobs reflect real-time arrival and completion. Plus, dispatchers can resize the Weekly View side panel to see more job details or job cards.

Equipment

  • Manage equipment records more efficiently with the redesigned Equipment screen, now generally available: Previously, finding and updating equipment details required navigating multiple screens. Now, a centralized landing page, advanced search, in-line editing and equipment estimate history streamline workflows. You can also upload and manage documents directly within each equipment record.

Pro Products

Dispatch Pro

  • Access full technician routes with the improved View Technician Route feature to plan more effectively each day: Dispatch Pro used to show only job stops, which left out start and end points and time-coded events. Now, you can see jobs, non-job events with timesheet codes, plus the day's full route.

Fleet Pro

  • Quickly review trip history with the new Consolidated Trip View on the Breadcrumb Trails screen, now generally available: Fleet managers used to see a long list of GPS signals. Now, trips are grouped into clean cards with maps, job info, and alerts shown in order.

Scheduling Pro

  • [Coming Soon] Track Scheduling Pro performance across tenants with new rollup reports in Enterprise Hub, now generally available: Before, Scheduling Pro data wasn't available outside of single schedulers. Now, you can see key stats like sessions, funnel drop-offs, and ROI across all schedulers in one view.

  • [Coming Soon] Speed up scheduler setup with the new Import, Export, and Templates tools in Scheduling Pro: Before, every scheduler had to be built by hand. Now you can reuse settings across tenants, start fresh builds using proven templates, and even import custom questions from Schedule Engine.

  • Turn on Call Center Mode in Scheduling Pro to guide CSRs through job booking with fewer limits: Before, the scheduler saved user progress and had question limits that could not be changed. Now, you can enable a mode that lets CSRs and call center agents use the scheduler as a scripting tool to book customer calls.

  • [Coming Soon] Get started faster with Scheduling Pro using new onboarding banners, filters, and setup alerts: Before, key settings could be missed during setup. Now, helpful warnings and In Use filters guide setup for dispatch fees, capacity, and job types.

  • [Coming Soon] Give customers a smoother online booking flow with new Scheduler UI enhancements in Scheduling Pro: Before, it wasn't easy for customers to understand next steps when no appointments were available. Now, transitions are clearer, disclaimers have customizable terms of service and privacy policy links, and scheduler components are cleaner.

Early Access

Contact Center Pro

  • Book jobs automatically with Voice Agents to handle more calls without extra staff: Before, if someone called when no agent was free, the system left a note for follow-up. Now, the Voice Agent can book the job right away using your schedule.

  • Pick the right number for your outbound calls with the new Outbound Caller ID Selection feature: Before, outbound calls used one default number. Now, you can click Change and pick the right number—like a campaign line or department phone—before dialing out.

  • Gain better control with the new Abandoned Calls Follow Up feature to save more calls and revenue: Before, call center teams had no way to track or recover abandoned calls. Now, supervisors and agents can see abandoned calls, call back with one click, and track abandoned calls per day.

  • Track contact center performance with the new CC Pro Reporting KPIs to improve agent efficiency and service: Before, it was hard to see how each agent or tenant was performing. Now, two new reports—Agent Performance and Tenant Performance—make it simple to spot trends and find areas for improvement.

Dispatching

  • Stay on top of dispatch updates with the new Dispatch Activity Center, a one-stop panel for real-time job alerts and messages: Previously, dispatchers had to juggle multiple screens to track job changes and tech communication. Now, this tool brings everything together in one spot.

  • Schedule multi-day Construction crew jobs with the new Crew Scheduling feature to save time and stay organized: Before, construction schedulers had no built-in way to assign roles or plan several job days at once. Now, you can assign jobs to crews, set roles like Foreman or Apprentice, and see gaps or overlaps for the week.

Financing

  • Access financing details faster with the new Application Management feature, now in Early Access: This provides a clear view of all loan applications in one place. Before, you had to check different partner portals or ask technicians for updates. Now, you can track everything from submission to funding without leaving ServiceTitan.

  • Experience the new and improved left navigation bar, now in Early Access: Before, top navigation was cluttered and didn't scale well. Now, the new left navigation bar and integrated submenus allow for more content on the page with quicker access to tools you use.

Scheduling Pro

  • Collect card on file in advance with Scheduling Pro to reduce manual follow-ups and save time: Before, you had to manually request payment details after a customer booked online. Now, Scheduling Pro allows you to collect a payment method upfront as a required or optional step during booking. The system does not charge the card but securely associates it with the Customer Record and job invoice.

ST-74.1

Core Products

Adaptive Capacity

  • See why a job's arrival window is closed with the new Window Closed Notes in the Scheduling Availability Details Drawer, now generally available: This update shows the first reason why a window isn't available for booking, written in plain language. Before, you had to interpret a large volume of numbers to guess why a window was closed.

  • Use the new Job Type Groups feature to organize reports and rules for better scheduling decisions: Before, job types were all shown in a long list. Now, you can group job types into categories you choose, helping you get clearer views and set up smarter capacity rules.

  • Prevent scheduling mistakes by requiring Business Unit selection when using Get Adaptive Availability: Before, you could run availability searches without selecting a Business Unit. Now, you must pick a Business Unit first to make sure the data reflects the right team.

Dispatching

  • Control the Messaging Panel view with the new Keep Side Panel Open option on the Weekly Dispatch Board: Dispatchers can now match their Daily Board layout and choose whether the Messaging Panel stays open. Before, the panel opened by default and couldn't be turned off.

Financing

  • Send financing application links straight from the desktop to help close sales faster: Before, back office teams had to use external tools to share these links with homeowners. Now, you can set up email templates and send links right from the job or invoice page.

Roofing

  • Search installed equipment details faster with the Installed Equipment in Global Search update: Before, you couldn't search by equipment name, type, or model in Global Search. Now, typing a keyword brings up matching installed equipment with details like serial number or service date, and you can filter results by category.

Pro Products

Scheduling Pro

  • Collect membership interest directly in Scheduling Pro to save time and improve data accuracy: Before, you had to gather this information manually. Now, you can prompt for membership interest before or after booking, with customer input showing right in ServiceTitan.

    • Knowledge Base: coming soon

Early Access

Dispatching

  • Start using the redesigned Non-Job Event experience to better schedule technician time and reduce errors: Previously, dispatchers had trouble editing events, managing recurring meetings, or assigning multiple techs. Now, the updated Non-Job Event panel includes smarter defaults, time range editing, and multi-technician support.

ST-74.2

Core Products

Adaptive Capacity

  • View daily capacity insights faster with the new Capacity Reporting – Simple Mode: This mode helps you check job bookability and scheduled work hours without digging through complex data. Now, you can use a streamlined report with an Open Time focus and a Scheduled Work focus.

  • Use new Tag-Based Settings and Rules to better control capacity for high-priority or tagged jobs: Before, you couldn't adjust job availability based on membership tags or job urgency. Now you can trigger settings and rules using tags like 10+ years or Member to fine-tune when and how jobs get scheduled.

  • Gain more control with new Adaptive Capacity Permissions, which limit who can change key capacity settings: Before, permissions were too broad. Now you can decide who can view or edit settings and rules, and who can apply manual adjustments.

Pro Products

Scheduling Pro

Early Access

Contact Center Pro

Dispatching

  • Control what you see in Crew Scheduling with the new Show Weekends preference to streamline your view: If you don't schedule work on weekends, you can now turn off weekend days in the Crew Scheduling view.

ST-74.3

Core Products

Adaptive Capacity

  • Exclude non-field technicians from capacity counts using the new Adaptive Capacity Exclusion setting: In the past, all managed technician profiles, including office staff, were counted in job capacity planning. Now, you can mark non-working technicians so they don't throw off the schedule.

Dispatching

  • Navigate Dispatch features faster with new Sub-Navigation in the enhanced left navigation layout: Previously, the Dispatch section didn't include direct links, unlike other areas such as Inventory. Now, you can jump straight to the Daily and Weekly Dispatch Boards, Crew Scheduling, Map, and Routing.

ServiceTitan Academy

  • Get more training power with the new Academy Integration, built to improve your learning experience, now generally available: The new Academy, powered by an upgraded learning platform, delivers a simplified training experience in both Academy and TitanAdvisor.

    • Note: Incomplete training won't transfer—make sure to finish it by September 3, 2025; completed training will carry over. Everyone will be fully moved to the new system on September 11, 2025.

    • Knowledge Base: TitanAdvisor administrator overview

Pro Products

Dispatch Pro

  • Track team performance and coaching opportunities with the new Supervisor Console in Dispatch Pro, now generally available: Before, it was tough to see how dispatchers were using the tool. Now, you get a visual dashboard with metrics, charts, and filters. You can customize views, monitor key data, and manage multiple workspaces all in one place.

Scheduling Pro

  • Automatically follow up on abandoned leads by SMS: Before, you had to manually follow up on incomplete scheduler sessions. Now, an SMS message is automatically sent to leads who stopped mid-booking with a scheduler link. When the lead taps on the link, they're brought back to the scheduler with information they already completed pre-populated.

    • Knowledge Base: coming soon

Early Access

Contact Center Pro

  • Take control of your call flow with updated User Status Management: You can now reset your phone status yourself if it ever gets stuck, without needing support. Now, switch to Break while still on a call or bypass Wrap-Up and go Available early.

  • Transfer calls with confidence using the new Warm Call Transfers feature to brief teammates before handing off: Before, you had to do cold transfers without knowing if the next person was ready. Now, you can speak privately with another agent first, then transfer the call after they're set.

Dispatching

  • Streamline dispatching with Crew Scheduling updates to quickly spot conflicts, sort crews, and customize setup: Before, technicians assigned to more than one crew could cause scheduling problems that were hard to spot. Sorting tools and clear conflict alerts now help you scan large crew lists and prioritize faster. You also get a setup choice—auto-create crews from lead technicians or build them yourself.

Scheduling Pro

  • Show AI-recommended pricing with the new Smart Dispatch Fee to help increase revenue and conversions: Before, dispatch fees stayed the same no matter the time or workload. Now, your scheduler can show fees that change with things like weather, time of day, and historical job bookings.

Related articles