--- title: "Summer 2025 Release - CSR/Dispatch" slug: "summer-2025-release-st-74-csr-dispatch" tags: ["Area - Release Notes", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement", "Role - CSR Dispatch"] updated: 2026-07-11T15:10:26Z published: 2026-07-11T15:10:26Z canonical: "help.servicetitan.com/summer-2025-release-st-74-csr-dispatch" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Summer 2025 Release - CSR/Dispatch 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. - Knowledge Base: [Adaptive Capacity Scheduling Utilization report template](/v1/docs/adaptive-capacity-scheduling-utilization-report-template) - **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. - Knowledge Base: [Use Get Adaptive Availability to book and reschedule jobs](/v1/docs/use-get-adaptive-availability-to-book-and-reschedule-jobs) #### 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. - Knowledge Base: [Manage appointments](/v1/docs/manage-appointments#complete-job), [Use the Weekly Dispatch Board](/v1/docs/use-the-weekly-dispatch-board#use-the-job-details-flyout-and-more-actions-to-manage-appointments-on-the) #### 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. - Knowledge Base: [Manage installed equipment](/v1/docs/manage-installed-equipment) --- ### 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. - Knowledge Base: [Use the Daily Dispatch Board](/v1/docs/use-the-daily-dispatch-board) #### 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. - Knowledge Base: [Understand Fleet Pro Live Map](/v1/docs/understand-fleet-pro-live-map) #### 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. - Knowledge Base: [Scheduling Pro Onboarding Part 6](/v1/docs/sp-onboarding-part-5-update-a-live-scheduler-and-data#step-2-track-performance-metrics) - **[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. - Knowledge Base: [Part 1: Set up quick settings](/v1/docs/scheduling-pro-onboarding-part-1-set-up-quick-settings#step-4-select-job-types), [Migrate your scheduler between Scheduling Pro accounts](/v1/docs/migrate-your-scheduler-between-scheduling-pro-accounts), [Migrate your scheduler from Schedule Engine](/v1/docs/migrate-your-scheduler-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. - Knowledge Base: [Part 1: Set up quick settings](/v1/docs/scheduling-pro-onboarding-part-1-set-up-quick-settings#step-2-review-scheduler-details) - **[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. - Knowledge Base: [Part 1: Set up quick settings](/v1/docs/scheduling-pro-onboarding-part-1-set-up-quick-settings#step-2-review-scheduler-details) - **[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. - Knowledge Base: [Part 2: Set up advanced settings](/v1/docs/scheduling-pro-onboarding-part-2-set-up-advanced-settings#step-5-collect-customer-info) --- ### 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. - Knowledge Base: [Configure your Virtual Agent settings](/v1/docs/configure-your-voice-agent-settings), [Integrate Virtual Agents into your routing workflows](/v1/docs/integrate-voice-agents-into-your-routing-workflows), [View and manage Virtual Agent Follow Ups](/v1/docs/view-and-manage-voice-agent-follow-ups) - **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. - Knowledge Base: [Place outbound calls through Contact Center Pro](/v1/docs/place-outbound-calls-through-contact-center-pro) - **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. - Knowledge Base: [View and manage Abandoned Calls](/v1/docs/view-and-manage-abandoned-calls) - **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. - Knowledge Base: [Use Rollup Reporting for Contact Center Pro](/v1/docs/use-rollup-reporting-for-contact-center-pro) #### 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. - Knowledge Base: [Use the Daily Dispatch Board](/v1/docs/use-the-daily-dispatch-board#view-messages-notification) - **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. - Knowledge Base: [Use Crew Scheduling](/v1/docs/use-crew-scheduling-2) #### 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. - Knowledge Base: [Application Management overview](/v1/docs/application-management-overview) #### Navigation - **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. - Knowledge Base: [Navigate ServiceTitan with enhanced layout](/v1/docs/browse-servicetitan-with-the-enhanced-navigation-layout) #### 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. - Knowledge Base: [Part 2: Set up advanced settings](/v1/docs/scheduling-pro-onboarding-part-2-set-up-advanced-settings#step-8-set-up-payment-method-collection-optional) --- ## 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. - Knowledge Base: [View Availability Details in Get Adaptive Availability](/v1/docs/use-get-adaptive-availability-to-book-and-reschedule-jobs#view-availability-details) - **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. - Knowledge Base: [Add and manage job type groups for Adaptive Capacity](/v1/docs/add-and-manage-job-type-groups-for-adaptive-capacity) - **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. - Knowledge Base: [Use Get Adaptive Availability to book and reschedule jobs](/v1/docs/use-get-adaptive-availability-to-book-and-reschedule-jobs) #### 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. - Knowledge Base: [Use the Weekly Dispatch Board](/v1/docs/use-the-weekly-dispatch-board), [Use the Daily Dispatch Board](/v1/docs/use-the-daily-dispatch-board#activity-center-on-the-dispatch-board) #### 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. - Knowledge Base: [Email financing application links from ServiceTitan](/v1/docs/email-financing-application-links-from-servicetitan) #### Roofing - **Select measurements by building in GAF QuickMeasure and EagleView:** Before, if a report included multiple buildings, you could only use measurements from the main structure. Now, you can pick the data you need for each building, making estimates more accurate and complete. - Knowledge Base: [Create estimates with GAF QuickMeasure](/v1/docs/create-estimates-with-gaf-quickmeasure), [Create estimates with GAF QuickMeasure on mobile](/v1/docs/create-estimates-with-gaf-quickmeasure-on-mobile) #### Search - **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. - Knowledge Base: [Use Global Search in ServiceTitan](/v1/docs/use-global-search-in-servicetitan) --- ### 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. - Knowledge Base: [Schedule and manage a non-job event using a new experience](/v1/docs/schedule-and-manage-a-non-job-event-using-a-new-experience) --- ## 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. - Knowledge Base: [Use Simple Mode in Adaptive Capacity Reporting to plan your week](/v1/docs/use-simple-mode-in-adaptive-capacity-reporting-to-plan-week) - **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. - Knowledge Base: [Configure Basic and Advanced Settings](/v1/docs/optimize-adaptive-capacity-configure-settings), [Configure Strategic Rules](/v1/docs/optimize-adaptive-capacity-configure-strategic-rules) - **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. - Knowledge Base: [Permissions](/v1/docs/adaptive-capacity#required-permissions) --- ### Pro Products #### Scheduling Pro - **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 and start fresh builds using proven templates. You can even import custom questions and some key settings from Schedule Engine. - Knowledge Base: [Part 1: Set up quick settings](/v1/docs/scheduling-pro-onboarding-part-1-set-up-quick-settings#step-4-select-job-types), [Migrate your scheduler between Scheduling Pro accounts](/v1/docs/migrate-your-scheduler-between-scheduling-pro-accounts), [Migrate your scheduler from Schedule Engine](/v1/docs/migrate-your-scheduler-from-schedule-engine) --- ### Early Access #### Contact Center Pro - **See campaign names right on the task card to quickly tailor your call response:** Before, you had to ask questions to figure out why someone was calling. Now, the updated task card shows the campaign name right away and includes a cleaner layout with bigger call buttons. - Knowledge Base: [Answer incoming calls through Contact Center Pro](/v1/docs/answer-incoming-calls-through-contact-center-pro), [Use Contact Center Pro as a CSR](/v1/docs/onboarding-use-contact-center-pro-as-a-csr) #### 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. - Knowledge Base: [Use Crew Scheduling](/v1/docs/use-crew-scheduling-2) --- ## 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. - Knowledge Base: [Optimize Adaptive Capacity: Configure Basic and Advanced Settings](/v1/docs/optimize-adaptive-capacity-configure-settings) #### 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. - Knowledge Base: [Dispatching](/v1/docs/dispatching-1) #### 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](/v1/docs/titanadvisor-administrator-overview-1) --- ### 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. - Knowledge Base: [Manage supervisor console](/v1/docs/manage-supervisor-console#things-to-know) #### 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. - Knowledge Base: [Resolve status sync issues in Contact Center Pro](/v1/docs/resolve-status-sync-issues-in-contact-center-pro), [Set your status in Contact Center Pro](/v1/docs/set-your-status-in-contact-center-pro) - **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. - Knowledge Base: [Use your call bar in Contact Center Pro](/v1/docs/use-your-call-bar-in-contact-center-pro) #### 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. - Knowledge Base: [Use Crew Scheduling](/v1/docs/use-crew-scheduling-2) #### 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. - Knowledge Base: [Set up dispatch fees and terms](/v1/docs/scheduling-pro-onboarding-part-2-set-up-advanced-settings) ServiceTitan’s real-time engine that tracks available technician time based on shifts, skills, zones, business units, and capacity rules. **What it does:** Manages booking availability so CSRs only book jobs when technicians truly have capacity, cutting over-booking and missed appointments. **Where to find it:** Settings › Adaptive Capacity. **Also called:** Live booking availability, Real-time capacity **Tags:** Scheduling Pro, AI-Powered [Learn more →](https://help.servicetitan.com/docs/adaptive-capacity-overview-learn-how-it-works) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The main scheduling and dispatching view in ServiceTitan showing all jobs, technicians, and appointment times in a grid or map layout. **What it does:** Gives dispatchers a real-time view of the day's work to manually assign, drag-and-drop, or adjust job assignments. **Also called:** Schedule board, Dispatch view **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) AI-powered dispatching product that analyzes job requirements, technician skills, drive time, and capacity to optimize job assignments. **What it does:** Maximizes technician utilization and on-time arrivals by algorithmically routing and assigning jobs — reducing the cognitive load on dispatchers. **Also called:** AI dispatch, Smart dispatch **Tags:** Dispatch Pro, ServiceTitan Max, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's fleet management add-on providing GPS tracking, driver behavior monitoring, AI cameras, and vehicle maintenance alerts. **What it does:** Gives operations managers real-time visibility into every vehicle, reducing fuel costs, improving safety, and lowering insurance premiums. **Also called:** GPS fleet tracking, Telematics **Tags:** Fleet Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's advanced scheduling add-on that adds smart capacity management, technician skill matching, and zone-based booking rules. **What it does:** Ensures the right technician is booked for the right job at the right time, maximizing daily revenue and reducing travel waste. **Also called:** Advanced scheduling, Smart scheduling **Tags:** Scheduling Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR. **What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount. **Also called:** AI receptionist, Virtual CSR, VA **Tags:** Phones Pro, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics. **What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities. **Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned. **Tags:** Phones Pro [Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Integration with third-party financing partners (e.g., GreenSky, Wisetack) that lets customers apply for financing on large jobs. **What it does:** Increases average ticket size and close rates by removing price barriers for customers who can't pay upfront. **Also called:** Customer financing, Payment plans **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Customer Financing The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The time range communicated to a customer for when a technician will arrive. **What it does:** Sets customer expectations proactively, reducing 'where's my tech?' calls and improving satisfaction scores. **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Configurable rules that define how many jobs or hours can be booked per technician, zone, BU, or day. **What it does:** Prevents over-booking by enforcing booking limits that reflect real operational constraints. **Also called:** Booking limits **Tags:** Scheduling Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The user record for a field technician in ServiceTitan, containing schedule, skills, pay rates, certifications, and performance history. **What it does:** Centralizes all information needed to schedule, pay, and evaluate a technician from a single record. **Also called:** Tech profile, Field user record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns