Service Titan Knowledge Base

Release Notes - January 2018

Feature Spotlights

  • Confirmation Notice for Already-Clicked Calls: When a customer service representative clicks on a call that has already been clicked on by another CSR, they will be notified with a pop-up prompting them to confirm that they want to take ownership of the call from the other CSR. call-owner-take.png

    If the CSR confirms that they would like to take ownership, the CSR that originally had ownership of the call will be notified that their call was taken over by the other CSR. call-owner-given.png

  • Improved Mobile search engine: Previously in ServiceTitan

    The Mobile search engine would not return results if search terms were out of order.

    Example: If you have an item in the Pricebook called Coupling PVC and you complete a search for PVC Coupling, the Mobile search engine would not return any results.

    What’s new with this feature

    The Mobile search engine will return results if search terms are out of order. The Mobile search engine will now pick up on individual keywords and return matching results for items in services, material, and equipment.

    Example: If you have an item in the Pricebook called Coupling PVC and you complete a search for PVC Coupling, the Mobile search engine will return results matching any of the search terms.

  • Display non-promo period amount in GreenSky® Financing presentation: ServiceTitan recommends enabling this feature and selecting Post-Promotional Amount if your default plan is a Reduced Rate plan. If you would to enable this feature, complete the following:

    1. Navigate to Settings > Financing.

    2. Click the Mobile Setup tab.

    3. Once you choose the Default Loan Option and Presentation Settings, use the Show estimates monthly payment as dropdown to select Post-Promotional Amount. This will ensure that the financing amount during the non-promotional period will display in the GreenSky® Financing presentation in Mobile.

    4. When you are finished, click Save.

    Please reach out to Platform@servicetitan.com if you have any questions.


New Features and Improvements

CAPACITY PLANNING

  • Date Picker for the Capacity Board: Previously in ServiceTitan

    You viewed future days for your planning needs four days at a time by clicking forward using the page numbers and arrow buttons.

    What’s new with this feature

    Instead of having to page forward four days at a time using page numbers and arrow buttons, you can select the days you want to view using a date picker in pop-up calendar format. capacity-planning.png

CUSTOMER NOTIFICATIONS

  • Booking Confirmation Checkbox for Jobs Booked through Upcoming Appointments: Previously in ServiceTitan

    There was no way to turn off booking confirmations for a single job if booked through Follow Ups > Upcoming Appointments.

    What’s new with this feature

    When you book a job for a customer through Follow Ups > Upcoming Appointments, you will be able to check or uncheck the Send booking confirmation checkbox to ensure that the customer doesn’t receive a booking confirmation for that particular job.

    customer-communications.png

DASHBOARD

  • Editing and deleting Custom Dashboards: You are now able to edit the name of your Custom Dashboard and delete Custom Dashboards that you have created.

    Documentation Links

DISPATCH BOARDS

  • Job Number Displayed in Hover Text: Previously in ServiceTitan

    When you hovered over a job on the Dispatch Board, the header on the pop-up displayed the Job Name and priority level.

    What’s new with this feature

    When hovering over a job on the Dispatch Board, the pop-up regarding the job now displays the Job Number in addition to the Job Name and priority level.

    dispatch-board.png

ESTIMATES

  • Display Estimate Name on the Job Screen: Previously in ServiceTitan

    On the Job screen, you would be able to see that there is an estimate attached to the job and view the cost and status of the estimate. You would not be able to view the estimate name unless you clicked into the estimate. estimate-before.png

    What’s new with this feature

    On the Job screen, you are now are able to see the name of the estimate attached to the job and view the cost and status of the estimate without clicking into the estimate. estimate-after.png

  • Display Estimate Name on Customer and Location Records: Previously in ServiceTitan

    On customer and location records, estimates would display in a table that showed the Created On date, Total, Status, and Sold By information.

    estimate-name-before_thumb_0_0.png

    What’s new with this feature

    When viewing the estimates table on customer and location records, you will see the Name of the estimate as well as the Created On date, Total, Status, and Sold By information.

    estimate-name-after_thumb_0_0.png

MOBILE

  • Updates to the History tab permission: By default, the View History Tab permission will be enabled for all technicians in Settings > Permissions. history-tab.png

    To disable the View History Tab permission for any technician, complete the following:

    1. Navigate to Settings > Technicians.

    2. Click Edit next to the desired technician.

    3. Click the Permissions tab.

    4. Uncheck View History Tab.

    5. When you are finished, click Save.

  • Equipment tags and memos will display in Mobile History: You now have the ability to view equipment tags and memos directly from the equipment flyout. Navigate to a current job in Mobile > History > Existing Equipment.

    mobile-history.png

  • Toggle to view multiple images in presentation mode: Previously in ServiceTitan

    When presenting estimates in Mobile, you would only be able to view one image of the Pricebook item in presentation mode, even if there were multiple images of the item in the Pricebook.

    What’s new with this feature

    Now when presenting estimates in Mobile, you are able to toggle through multiple images of the Pricebook item in presentation mode.

    If you have embedded videos as the image, you are also able to play the video directly from presentation mode.

    toggle.png

  • Attach estimates, photos, and forms when emailing an invoice: You now have the ability to attach estimates when emailing an invoice in Mobile, in addition to attaching photos and forms that were previously available attachments. To attach items to an invoice email, complete the following:

    1. Navigate to a Current Job > Invoice.

    2. Use the Actions dropdown to select Email Invoice.

    3. Attach estimates, photos, and forms to the invoice email, as desired.

    4. When you are finished, tap Send.

    mobile-attach.png

  • Ability to fill in PDF forms with smart fields while offline: Previously in ServiceTitan

    Technicians were able to build and present estimates to customers and fill in smart field forms while online.

    What’s new with this feature

    Technicians are able to build and present estimates to customers and fill in smart field forms while online or offline.

    Documentation Links

  • Display a check number field on the Pay screen: When you add a Check (Bank Deposit) payment in Mobile (Invoice > Pay), you are now able to enter the check number and submit payment.

    payscreen.png

  • Updated GreenSky® Payment Estimator features for compliance: The GreenSky® Payment Estimator has been updated to include features for compliance purposes. When you use the Payment Estimator, you will now see the Registered symbol (®) next to GreenSky®, updates to the plan summary descriptions, and disclosure information specific to each payment plan.

    Documentation Links

PAYMENTS & FINANCING

  • Partial refund amount added to the Partially Refunded tag: Previously in ServiceTitan

    When a partial refund for a credit card transaction was completed in ServiceTitan, you would see the Partially Refunded tag displayed next to the credit card payment. partial-before.png

    What’s new with this feature

    When a partial refund for a credit card transaction is completed in ServiceTitan, you will see the partial refund amount displayed next to the Partially Refunded tag. partial-after.png If multiple partial refunds are completed for the same transaction, the amount displayed will be the total of all refund amounts. For example, if a partial refund of $15 is completed and another partial refund for $5 is completed, you will see a partial refund amount of $20 next to the Partially Refunded tag.

REPORTS

  • Technician Timesheet Summary Report - Total Pay: Previously in ServiceTitan

    When generating the Technician Timesheet Summary Report, you would see the Total Hours for each technician at the bottom of the report. You would also see Hourly Pay for each technician calculated if the technician had hourly pay set up.

    What’s new with this feature

    When generating the Technician Timesheet Summary Report, you are now able to see the Total Pay calculated for each technician at the bottom of the report.

    Documentation Links

SEARCH

  • Search for estimates by items: When​ ​searching​ estimates,​ ​you​ ​can​ ​now​ ​to​ ​search​ ​by estimate​ ​items,​ ​including​ ​task,​ ​material,​ ​and/or​ ​equipment.

  • Search for jobs and invoices by NC status: When​ ​searching​ jobs and invoices, ​you​ ​can​ ​now​​ ​search​ using an NC status dropdown: No Charge, Recall, or Warranty.

  • Search for locations by member status: When​ ​searching​ for locations, ​you​ ​can​ ​now​ ​​search​ using the member status dropdown: Active or Inactive.

  • Tags column for Excel exports of call search results: When you export the results of a call search in Excel format, you will now see a column that displays the tags associated with the calls found by that search.

    tags.png

  • Additional columns for Excel exports of job search results: When you export the results of a job search in Excel format, you will now see a column that will be marked Yes or No for whether the job is a recall job, a manually-booked job, or a tech-generated lead (TGL).

    add-columns.png

TIMESHEETS

  • Paid Time Off (PTO): You now have the ability to choose Paid Time Off, when selecting the Type for your Timesheet Code. Navigate to Settings > Timesheet Codes. Here you can select the Paid Time Off option in addition to Paid and Unpaid for your Timesheet Code.

    Paid Time Off (PTO) will not count towards Overtime or Double Overtime.

    PTO will also be reflected in the Technician Timesheet Summary Report. A Paid Time Off column will be added to this report, and it will display any PTO hours for the individual technicians in the selected date range.

    Documentation Links




Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.