Release Notes ST–33

CUSTOMER NOTIFICATIONS

• Chat: Engage with your customers over their preferred mode of communication: Text messaging! Chat allows your office and customers to stay connected from job booking to completion right over SMS text. For more on Chat, see the Chat section of Customer Notifications.

PRICEBOOK

• New field on equipment detail page: This new field allows Pricebook administrators to list unique codes for equipment in the Pricebook. For more on this feature, see Add Pricebook equipment.

REPORTING AND DASHBOARDS

• Campaign Summary Dataset: This dataset enables marketing manager administrators to identify the effectiveness of marketing campaigns. These KPIs retrieve data showing which campaigns generate the most jobs, sales, conversions, and revenue. For more on this feature, see Create and manage reports in Reports 2.0.

• Equipment Dataset: This dataset displays details for existing equipment records at their customers' locations, including what types of equipment are installed at which location, their warranty dates, and service history and age. For more on this feature, see Create and manage reports in Reports 2.0.

SEARCH

• Use Pricebook search to find equipment: You can now search by equipment name, code, or description on Location, Invoice (office), Estimate (office) in any Name field or equipment list. For more information on this feature, see Add Pricebook equipment.

SETTINGS

• ACH payments for ServiceTitan services: If you have ever asked yourself “Where’s the ACH option?” to pay for your ServiceTitan services, it’s here! You can now set up your billing for ACH to pay for your ServiceTitan monthly service, increasing safety and ensuring your account is paid on time every time. For more on this feature, see Set up ACH payment.

TASK MANAGEMENT

• New office productivity feature: This latest Task Management feature enables your office employees to manage customer complaints, refunds, warranty parts, and more all in ServiceTitan. For more on Task Management, see Task Management-related articles in our knowledge base.

ALERTS

• Full title and clickable customer name for the job booking and canceled alerts: For the job booking and job cancelation alert, you now see the full alert name in the subject line rather than just part of it. The customer name in the body of the email has been updated to a clickable link that takes you to the customer record. For more on this feature, see Book a job and Cancel a job.

• Changed alert names: The names of some alerts have been changed. For more on this feature, see Use alerts.

API

• phoneNumber filter added to Customers API:

  • phoneNumber filter added to Customers API: When using the Customers API, you can now filter customers by a specific phone number. Endpoints that can be filtered to get customer information include GET /v1/customers. You can

    • Filter by phone (filter.phone)

    • Call response returns customer(s) with specific phone numbers in their customer records noted as “Phone” or “Mobile Phone”

    • Can only filter by one phone number at a time (no more than one)

    For more on this API, see docs.servicetitan.com > API Operations > Customers.

CALL BOOKING

• Web appointment scheduler bookings tied to specific campaigns: You can now add a campaign ID to bookings that come through the web appointment scheduler. This means that customer service representatives (CSRs) no longer need to manually fill in campaigns and you can track different campaigns more easily. For more on this feature, see Set up the web appointment scheduler.

CHAT

• Search bar: Find the conversation you need faster by using the search bar within Chat by contact number or the name of the customer or location. For more on this feature, see Use Chat.

DISPATCH BOARD

• Easier-to-read tags: The text color for tags on the Dispatch Board now update dynamically so that they are easy to read and comply with modern accessibility guidelines. For more on this feature, see Use the Dispatch Board.

• Map enhancements: ServiceTitan has switched to a more customizable mapping solution that will enable future enhancements to the Dispatch Board map. For more on this feature, see Use the Dispatch Board.

• Bookmark frequently-used views of the Dispatch Board: Dispatchers can now use their browsers to bookmark the different business unit combinations that they use most often when viewing the Dispatch Board. For more on this feature, see Use the Dispatch Board.

• Choose which columns show under job tray: Dispatchers can now decide which columns they see when viewing the job tray on the Dispatch Board. For more on this feature, see Change Dispatch Board appearance.

• Configurable Late Alerts : Dispatchers now see more indicators and details on the Dispatch Board when technicians are late to a job. Late alerts are also more customizable to suit your business’s needs. For more on this feature, see Configure alerts on the Dispatch Board.

FOLLOW UPS

• Multi-select options when filtering: To make finding the revenue-generating follow ups you are looking for faster and easier, you can now choose more than one business unit when filtering results on all tabs under Follow Ups. You can also select more than one job type and technician on the Opportunities tab and more than one city name and zip code for Upcoming Appointments. For more on this feature, see Use the Follow Up screen.

• Filter Follow Up Opportunities by Estimates: So that you can more easily prioritize them, you can sort your view of Follow Ups opportunities by the number of sold estimates, the number of open estimates, and the total number of estimates sold. This helps you to review and potentially follow up on all opportunities, especially those that have multiple estimates, to see if there’s an additional chance to sell remaining open estimates. For more on this feature, see Use the Follow Up screen.

• Permission for exporting all follow up tabs: All ServiceTitan accounts now have a permission that controls whether or not a user can export from any of the tabs under Follow Ups. Previously, this feature required account configuration. If you don’t already have this feature turned on, the permission is checked on by default for all your users so that nothing will change unless an administrator changes permissions manually. If you already had this feature turned on, your existing permission setup will not change and nothing will be checked or unchecked. For more on this feature, see

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KNOWLEDGE BASE - RELEASE NOTES

• New release notes format: Our release notes have changed for the better! The new format breaks down release items into three categories: New, Improvements, and Fixes (when applicable), enabling you to immediately know what is what in our releases. For more on these enhancements, see Using our release notes.

MEMBERSHIPS

• Technicians can see which pieces of equipment are covered by memberships: Technicians can view the equipment list to quickly see which pieces are covered by which membership. For more on this feature, see View equipment covered by memberships.

• Equipment list displays for second recurring service: When a recurring event is marked as complete on the job page, the equipment list now displays for additional recurring services marked as complete if there is equipment tied to that recurring event. After the job has been scheduled, the list of equipment displays below the job summary in a bullet list. For more information, see Schedule maintenance visits for specific pieces of equipment.

• Attach equipment to memberships: Customer service representatives can tie equipment to a recurring service at the time of sale, which saves time setting up the membership and extra features later. For more on this feature, see Attach equipment to memberships.

• Pricebook filter for membership add-ons: Instead of searching the pricebook to find membership add-ons, the pricebook now filters to display only membership add-ons so you can more easily find what you're looking for. For more on this feature, see Sell memberships and membership add-ons.

MOBILE

• Tap address to view the map on the job screen, mobile dashboard, and follow up page: When on the job or follow up page or the mobile dashboard, tap the address to view a pop-up of the map that includes the option to see the street view as well as get directions. For more on this feature, see Prepare for a job before you've been dispatched and View the dashboard in ServiceTitan Mobile.

• View equipment servicing history: The equipment detail floyout now shows the history of that equipment's servicing. Tap on the line item to view full details of the job. For more on this feature, see Add previously installed equipment to a service location.

• More consistent price option settings for estimates: Mobile price options are now applied to the actual estimate PDFs and online estimates, based on the option the technician has selected. For more on this feature, see Present and sell estimates.

• Place jobs on hold: Technicians with the correct permissions can now place jobs that are marked as Done for Now on hold and provide a hold reason via the ServiceTitan Mobile app. For more on this feature, see Place a job on hold.

ONBOARDING

• Mobile Phone field added to employee profile form: When adding or editing an employee profile in ServiceTitan, you now see a Mobile Phone field, enabling you to add a mobile number and send alerts to your office employees based on permissions you set. For more on this feature, see (coming soon).

PAYROLL & TIMESHEETS

• Payroll Adjustment types updated: Payroll adjustment types that did not impact payroll have been deleted. With this release, you can choose from a consolidated list of payroll adjustment types for technicians. For more on this feature, see Create payroll adjustments.

• Job Audit Trail Log: The audit history on job pages now accurately reflects when a technician is assigned to the job through the adjustment splits page on the invoice. For more on this feature, see View job history.

• Zero dollar timesheets removed: This update reverts a previous update that excluded zero dollar timesheets from reports. Now, these timesheets are included in reports which return a gross pay equal to zero dollars. For more on this feature, see Create payroll adjustments.

PRICEBOOK

• Tooltip text added to Images field: When adding material, equipment, or editing a service, an icon in the Image field lists ideal sizes for Pricebook images. For more on this feature, see Add videos, images, and descriptions to Pricebook.

• Pricebook scrolling corrected after clicking Save: If a required Pricebook field was not populated, clicking Save would not take effect. This update scrolls to the field needing attention after clicking Save. For more on this feature, see Price Setup Wizard: Overview and settings.

• Technicians can present PDF assets to customers: Technicians can present PDF assets while presenting an estimate, invoice, or project invoice to a customer. This helps the technician explain the value and function of the equipment being offered or installed. Additionally, PDF assets are now viewable in the Item Fly Out. For more information on this feature, see Add PDF assets to equipment.

• New fields added to Pricebook Excel Template: Deferred Revenue and Exclude from Pricebook Wizard: Pricebook Administrators can now update Deferred Revenue and Exclude from Pricebook Wizard fields in the Pricebook Excel Import/Export template. These fields will be exported with your pricebook based on your account configuration. For more on this feature, see Export and import equipment with the Pricebook Excel Template.

• User interface updated for Pricebook images: The UI for adding images to services and materials has been updated to enhance clarity and align with the newly released PDF Assets on Equipment update. For more on this feature, see Add videos, images, and descriptions to Pricebook.

REPORTING AND DASHBOARDS

• Sale membership lead and upsold KPIs updated in Technician Performance dataset: The Upsold key performance indicator (KPI) has been updated to account for when a technician selects Perform Work Later when selling an estimate. The SLM Conversion Rate (Sales, Lead, Membership) key performance indicator (KPI) has been updated to show details about which of the three conditions were satisfied to create an SLM conversion. For more on this feature, see Create and manage reports in Reports 2.0.

• New fields added to datasets: Customer ID, Location ID and Member Status fields have been added to the following datasets: Calls, GreenSky, Invoices, Invoice Items by Technician, Invoice Items, Jobs, and Payments. For more on this feature, see Create and manage reports in Reports 2.0.

• First Dispatch filter added to Jobs and Payments datasets: This filter creates a report listing jobs for which the first dispatch is within date range. Jobs with a dispatch that has been canceled are shown, while jobs that have never been dispatched are not shown. For more on this feature, see Create and manage reports in Reports 2.0.

• Improvements to Invoices Dataset: “Invoice Business Unit” and “Is Adjustment” KPIs have been added to this dataset. These KPIs document the business unit assigned to the invoice and whether or not the invoice is an adjusted invoice. For more on this feature, see Create and manage reports in Reports 2.0.

SCHEDULE

• Schedule board centered on business hours: So that dispatchers don’t waste time scrolling to the time of day that they care about, when you land on the schedule board, the calendar will automatically start at the beginning of business hours rather than at midnight.

SETTINGS

• Quickly view which technicians are managed or unmanaged: Instead of having to go to each technician profile individually in order to see whether they are managed or unmanaged, you can do so from the Technicians screen under Settings. For more on this feature, see Add or edit employee or technician profiles.

• Mobile Phone field added to employee profile form: When adding or editing an employee profile in ServiceTitan, you now see a Mobile Phone field, enabling you to add a mobile number and send alerts to your office employees based on permissions you set. For more on this feature, see Add or edit employee or technician profiles.

• Email or Mobile Phone field info now required: When adding or editing an office employee profile in ServiceTitan, you’re now required to include a unique email address. When adding or editing a technician, you’re now required to include a unique email address or a unique mobile phone number. This new requirement is part of an upcoming security release to ensure the safety of your business and protect your customers’ data. For more on these requirements, see Add or edit employee or technician profiles.

TASK MANAGEMENT

• More intuitive badge count: The count for the number of open tasks and subtasks on the navigation bar now matches the number you see in the Open tab in Task Management. For more on this feature, see View tasks and subtasks.

• View tasks on the job screen: When you view the job screen for a job that has tasks associated with it, you see those tasks on the job screen. For more on this feature, see Manage tasks and subtasks.

• Mobile: Technicians lacking in permission to mark a job as Done for Now no longer see the Done for Now button in the ServiceTitan Mobile app.