Service Titan Knowledge Base

Release Notes ST–40

About this release

The first release of 2020! ST-40 brings a range of new features, improvements, and fixes. See what's new in dispatch, jobs, Marketing Pro and more.

Want to learn more about our release notes in general? See Using our release notes.


New

DISPATCH

  • Technician Shifts launch: Plan and schedule smarter with Technician Shifts (formerly known as Technician Availability). Input the shifts you expect your technicians to work so that you can more easily manage technician schedules. After you have set up Technician Shifts, you’ll see the information on the Dispatch Board so that you know exactly which technician is working on which days and during which times. For more on this feature and how to configure your account to use it, see Use Technician Shifts.

JOBS

    • Duplicate jobs:
    • Duplicate jobs: When you’re booking a job that’s similar to an existing one, instead of having to start a new job from scratch, you can now duplicate the existing job. Duplicating a job copies the information from the existing job to the job booking form on the Calls screen. This feature is especially useful if your office workflow involves booking a separate job for every day of work on multi-day projects, saving you about 20 clicks per job. For more on this feature and how to configure your account to use it, see Book a duplicate job.

    • Add unbooked items from a sold estimate to an existing job:
    • Add unbooked items from a sold estimate to an existing job: You asked, we’ve delivered! You can now book items from sold estimates into an existing job. This feature is helpful if a customer has purchased multiple estimates and you want to do the work for them all in one job — or if you forgot to add an item into a job. Instead of having to create a new job that overlaps or manually undo all your previous work, you can book the items into the existing job. Before, you could only add unbooked items from sold estimates to a new job. For more on this feature, see Book sold estimate items into existing jobs.

MOBILE

    • Allow technicians to add notes on customers and locations:
    • Allow technicians to add notes on customers and locations: You can now give technicians permission to leave notes on service locations and customers, in addition to leaving notes on jobs. Allowing technicians to leave notes enables seamless communication between the field and the office for a better customer experience. For more on this feature, see Add notes in ServiceTitan Mobile.

PRICEBOOK

  • Duplicate pricebook items: You can now duplicate items in your pricebook that you can edit, letting you easily create variations of service, material, and equipment items from existing content. This can save you time setting up your pricebook and reduce manual data entry errors. For more on this feature, see Duplicate pricebook items.


Improvements

CHAT

  • Access closed threads: Instead of having to wait for a customer to message you back to access closed threads, you can now access closed threads directly in Chat. This allows you to double-check your records and follow up on messages as needed. For more on this feature, see Use Chat.

DISPATCH

  • Faster Dispatch Board: We’ve heard your requests for a more responsive Dispatch Board. The Dispatch Board now loads on average 21% faster! For more on this feature, see Use the Dispatch Board.

INVOICING

  • Customers can pay their statement balance on a mobile device: When you email a statement to your customer, they can now pay their outstanding balance on the go, any time they want with ServiceTitan Payments. They can click a link in the email to review all their unpaid invoices associated with the statement and make a payment directly on their mobile device. The payment is then automatically reflected in ServiceTitan. For more on this feature, see Guide to Online Payments.

FINANCING

  • Financeit Letter of Completion now includes French support: Technicians can now present Canadian customers the Letter of Completion in French or English. For more on this feature, see Use Financeit Financing.

FOLLOW UP

  • Follow Up refresh: The Follow Up screen has been enhanced, making it easier to navigate and use.

    • Easier-to-use checkbox for Recurring Service Events: For Recurring Service Events (formerly Upcoming Appointments), clicking within the checkbox column no longer opens a recurring service event. Instead, the checkbox selects or deselects. Before, if you didn’t click exactly on the checkbox, a recurring service event opened. For more on this feature, see Book and manage recurring service events.

    • Improved navigation: When you work in different areas in Follow Ups, the side menu offers a more convenient option for moving between them. When you click Follow Up again after leaving the screen, you return right to the area you were in before you left. Also, each tab now has its own URL, allowing you to bookmark the ones you use the most. To learn more about this feature, see Use the Follow Up Screen.

FORMS

  • Mobile form duplication enhancements: Form duplication now makes it even easier for technicians to complete all necessary paperwork while on the job, including selling multiple pieces of equipment and servicing multiple equipment at the same job.

    • Form duplication from Opportunities: Technicians can now duplicate forms from the Forms tab within an opportunity under Follow Ups.

    • PDF form duplication: Technicians can now duplicate PDF forms as well as non-PDF forms in the ServiceTitan Mobile app.

    • Permission for technicians to duplicate forms: You can now turn off a specific technician’s ability to duplicate forms through permissions for their user profile.

    • Form copy name for form alerts: When you’re notified about form completions, if the form is a copy, you’ll see the name of the copy in the alert.

      For more on Forms, and how to configure your account to use mobile form duplication, see Complete and send forms and Use the Follow Up tab.

MARKETING PRO

  • More enhancements for ServiceTitan Marketing Pro: With better audience filtering, more options for which customers receive which marketing messages, and a suite of UI improvements, you’ll have even more control over your marketing content. Enhancements in this release allow you to

    • Filter audiences by last email or scheduled job date: To avoid sending customers too many marketing messages, you can now filter audiences by the last time they received marketing content from you and if they have an upcoming job. For more on this feature, see Create and edit audiences.

    • Keep sending content to customers when they no longer meet the inclusion criteria for an audience: You can now choose whether or not to filter out customers from receiving marketing content from you if they no longer meet the inclusion criteria of an audience. Previously, if you originally included a customer in an audience but they no longer met the requirements to be included in that audience, ServiceTitan would automatically stop sending them marketing content as part of that campaign. For more on this feature, see Create and edit email campaigns and Create Direct Mail campaigns.

    • Archive audiences, campaigns, and email templates: To make managing your marketing campaigns easier, you can now archive audiences, campaigns, and email templates. When archived, audiences, campaigns, and email templates cannot be used until they are unarchived. Additionally, Audiences, Campaigns, and Templates now all include a dropdown to toggle your view between active or archived Marketing Pro components. For more on this feature, see Manage Marketing Pro functions.

    • Remove individual customers from receiving marketing content: For more control over which customers receive your marketing content, you can now stop specific customers from receiving your marketing content from their customer record. For more on this feature, see Manage the suppression list.

    • The Total Reach column has been removed from Campaigns: To make it easier to understand which marketing recipients received and opened your marketing content, the Total Reach column has been removed. You can see which customers received and opened your marketing messages from the Marketing Pro Dashboard. For more on this feature, see Overview: Use ServiceTitan Marketing Pro.

  • NEXT sandbox environments can no longer send marketing content to audiences: To make it easier for marketers on your team to test new Marketing Pro features, any campaigns created in NEXT sandbox environments will not actually be delivered to customers. You'll still be able to use the Send Test feature from the campaign details screen to send a preview of your marketing content to your team to help perfect your marketing content. For more on this feature, see Create and edit campaigns.

  • Prompt to configure Marketing Pro Settings: You are now prompted to enter your company details in Settings > Marketing Pro > Email if you haven't added information already. You’ll see this newly added prompt next time you use Marketing Pro and are missing information, ensuring you have all the information you need when creating your campaigns. For more on email settings, see Overview: Using ServiceTitan Marketing Pro.

PAYMENTS

  • New pending payment transaction status: Now, if ServiceTitan can't confirm whether an integrated credit card or check payment was successful, the payment is assigned the Pending status. ServiceTitan will automatically attempt to verify the payment every 15 minutes. For more on pending payments, see Process a credit card payment directly in ServiceTitan.

PRICEBOOK

  • Set pricing permissions for technicians: You can limit how technicians can edit prices on invoices and estimates by assigning separate permissions for service, material, and equipment items. For example, you might want to give an equipment sales technician the flexibility to change equipment prices, but not membership and other service prices. Note: To ensure that these new permissions work as intended, please have all technicians sign out and sign in to ServiceTitan Mobile. For more on this feature, see Set Pricebook permissions.

  • Set pricing permissions for office employees: You can now set which employees can edit prices on invoices and estimates by item type: services, materials, or equipment. This gives you more precise control over price overrides. If an employee previously had the permission Edit Price enabled, they now have the following permissions enabled: Edit Service Price, Edit Material Price, and Edit Equipment Price. Note: To ensure that these new permissions work as intended, please have all employees clear their browser cache. For more on this feature, see Set Pricebook permissions.

REPORTING

  • Report on online estimates: You can now include online estimate details as columns in the Estimates, Jobs, Technician Performance, and Business Unit Performance custom report templates. These options give you the tools to analyze the performance of emailed (online) estimates separately from estimates presented in the field. For more on custom reports, see Create and edit custom reports.

  • Open reports in ServiceTitan from emailed simple scheduled reports: Recipients of simple scheduled reports can now click a link in an emailed report to open it in ServiceTitan. This gives them quick access to in-app features, such as sorting filters. It also lets recipients view any data changes since when they received the report. For more on this enhancement, see Schedule reports.

  • Build advanced custom reports with primary keys: Custom reporting templates now include primary keys. Primary keys allow you to connect multiple exported reports in one spreadsheet, giving you the flexibility to build advanced reports outside of ServiceTitan. These are unique numbers automatically generated by ServiceTitan to identify certain records. For example, when you add a new customer, they’re assigned a Customer ID and a new invoice is assigned an Invoice ID. The following keys are available in the report templates listed for each:

    • Job ID—Jobs, Invoices, Estimates, Master Pay File, Invoice Items, Invoice Items by Technician, Payments, Calls, Recurring Services, AR Transactions

    • Invoice ID—Invoices, Jobs, Estimates, Master Pay File, Invoice Items, Invoice Items by Technician, Payments, AR Transactions

    • Customer ID—Invoices, Jobs, Estimates, Master Pay File, Invoice Items, Invoice Items by Technician, Customers, Project Costing, Equipment, Payments, Calls, Purchasing, Locations, Customer Memberships, Recurring Services Forms, AR Transactions

    • Location ID—Invoices, Jobs, Estimates, Master Pay File, Invoice Items, Invoice Items by Technician, Project Costing, Equipment, Payments, Calls, Locations, Customer Memberships, Recurring Services Forms, AR Transactions

    • Business Unit ID—Invoices, Jobs, Estimates, Technician Performance, Business Unit, Office Performance, Master Pay File, Invoice Items, Invoice Items By Technician, Project Costing, Payments, Calls, Purchasing, Campaign Summary, Membership Summary, Recurring Services, AR Transactions

    For more on custom reports, see Create and edit custom reports.

  • Exclude empty invoices from Invoices custom reports: The Invoices custom report template can now filter out empty invoices used on projects for days when no items are billed but work is performed. When you select the Hide Empty Invoices checkbox, the Invoice report results exclude invoices that meet all of the following conditions: have a $0 total, contain no invoice items or purchase orders, and the associated jobs are completed or canceled. This ensures that your report includes only financially relevant invoices. For more on Invoices reports, see the Invoices report template.


FIXES

  • Intacct: In the rare case when the connection between ServiceTitan and Intacct would get timed out, it was possible for AR Adjustment transactions to get duplicated in Intacct. Now the integration automatically adds a custom field that prevents duplication from occurring.

  • Invoicing: Previously, you were not able to preview your customized online payment link in the statement email template preview. Now you can preview the link that your customers click in the statement email to make a payment online.




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