This improvement to Customer Records lines up balance terms and math so your accounting team sees one clear, general ledger (GL) backed view of money owed and open credit on each account. This feature will be in Early Access soon. If you're interested in signing up for the Early Access, please fill out this form.
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What's changing?
Before, Customer Records showed Balance Due and Available Credit in different spots, and aging buckets did not always match. This made it hard for CSRs and accounting staff to explain why a balance looked off when unapplied credits or adjustment invoices were involved.
Now, new Customer Summary cards group Open Invoices, Unapplied Credit, and Customer Balance in one GL-backed view. A new accounts receivable (AR) Management subsection under Settings > Invoicing > Payment Collections adds a new Include Unapplied Credits in Aging Buckets configuration. Info icons and tooltips on Customer Records follow these settings, so teams see consistent terms and numbers across the page and reports.
Before and After
Before (Current)
Open a Customer Record in ServiceTitan.
Read the Balance Due and aging buckets on the summary panel.
Look at Available Credit in a separate area and try to mentally net it against Balance Due.
If the numbers do not match what the account contact expects, switch to reports or spreadsheets to cross-check.
Spend extra time explaining that unapplied credits and adjustment invoices are handled differently on each screen.
Impact: Staff spend extra time matching balances and trust the Financial Cards on the Customer Record screen less.
After
Open a Customer Record and review the Financial Summary cards for Open Invoices, Unapplied Credit, and Customer Balance.
Use the info icons and tooltips to see how ServiceTitan calculates each number based on your AR Management settings.
Talk through the balance with the account contact using the single, clear view on the Customer Record.
Impact: Staff see one clear balance, explain it faster, and keep records aligned with the GL.
Who uses this feature
All business types
Administrators, Managers, Accountants, Bookkeepers, CSRs
Region availability: All regions
How it works for your industry
Residential Service and Replacement
Office team checks Customer Records during payment calls and can explain how a tune-up credit changes the balance before booking more work.
Billing staff match balances from ServiceTitan to the GL faster, so month-end close for service memberships runs smoother.
CSRs see unapplied credits on one card and suggest using credits on the next repair instead of leaving money on the account.
Commercial Service and Replacement
AR staff for service contracts review Customer Records before sending statements so they can speak to credits and adjustments from a single view.
CSRs who work with property managers use tooltips to explain why invoices fall into each aging bucket.
Managers use the clearer balances to decide which accounts need follow-up calls or payment plans.
Residential Construction
Billing teams for install jobs see open invoices and credits in one place when they collect progress payments.
Project managers use the standardized balance fields to confirm that job costs and payments line up before closing projects.
Accountants pull reports knowing they match the balance cards on the Customer Record.
Commercial Construction
Teams handling large contracts review the unified balance view before preparing pay applications or large change orders.
AR staff use the adjustment invoice configuration so retainage, change orders, and corrections display in a way that matches their general ledger (GL).
Managers compare aging across large accounts using the same terms on the Customer Record and in financial reports.
How to Prepare?
If you're interested in joining the waitlist for this Early Access feature, fill out this form. When the feature is ready, you'll be notified and your account will be configured to use the feature.
When the feature is available in your account:
Train CSRs, accountants, and bookkeepers on the new fields on the Customer Record and how unapplied credits and adjustment invoices are handled.
Align your internal collections policies so the AR Management settings in ServiceTitan match how your general ledger (GL) tracks credits and adjustments.