Release Notes ST–41

DISPATCH

• Map 2.0 Beta: Map 2.0 is a live-updated, filterable map that color-codes jobs by technician. It also shows the order in which work will be performed by the technician. Use the Map 2.0 in conjunction with the Dispatch Board to create efficient routes and gain insight into where your customers are concentrated. For more on this feature and how to enable it for your account, see Dispatch more efficiently with Map 2.0.

FORMS

• Link forms to equipment: You can now link forms to equipment. Forms are a convenient way to track equipment service history. By linking forms to equipment, you can now more easily access critical equipment information directly from the equipment page. Since you don’t have to sift through past jobs or previous forms to find what you need, your workflows around equipment are more efficient. For more on this feature and how to enable it for your account, see Complete a form for a specific piece of equipment.

MARKETING PRO

• Automatically generate new phone numbers for new campaigns: When you create a new campaign, you can now generate a new phone number within the campaign to track its success. Also, set a forwarding number for your campaign to make sure incoming calls are routed to the right person on your team. For more on this feature, see Create and edit campaigns.

• New campaign phone number merge tag: You can now add the {{campaign_phone_number}} merge tag to your email campaigns to insert the tracking number associated with the campaign. This merge tag is best used in campaigns where you generated a new tracking number for the campaign, but it also works with manually entered tracking numbers. For more, see Add merge tags to your email content.

• Example audiences and campaigns: You can now use prebuilt audiences and campaigns to learn how to build optimal marketing strategies for your business. Example audiences and campaigns come in four themes: idle accounts, aging equipment, membership renewal, and unsold estimates. For more on this feature, see Create and edit audiences and.

CALL BOOKING

• Selecting business unit by job type when booking a job: You can already map business units to job types. That way, when you book a job from Call Booking, only the applicable business units show up after you select a job type or vice versa. Now, that same filtering applies when you book recurring service events, leads, or recall and warranty jobs. To learn more about this feature and how to enable it for your account, see Set up and use job types.

• Click to call on bookings: When viewing bookings from online sources like the Web Scheduler, you can now click the phone number on the booking to call the customer. For more on this feature, see Manage bookings.

• Recurring service events on the Call Booking screen: You can now set up your account so that certain job types require the use of a recurring service event during the call booking process. This makes it easier for customer service representatives (CSRs) to ensure they are using recurring services events where applicable, keeping deferred revenue in balance. It works just like booking a job and then marking the recurring service event as complete on the job. For more on this feature and how to enable it for your account, see Book recurring service events on the Call Booking screen.

• Missing skills alert for job booking and technician assignment: If you use Skills and book a job with a technician who doesn’t have the right skills for it, you’re now notified about the skills gap after booking the job. Additionally, if you try to assign a technician to a job but that technician doesn’t have the correct skills, you’ll be alerted about that skills gap. For more on Skills and how to enable it for your account, see Skills for Technicians and Job Types.

CHAT

• Thread shows technician photo: If you have set up your technician profiles with photos of them, when dispatch notifications show up in your Chat threads, you’ll see those technician pictures. For more on this feature, see Use Chat.

DISPATCH

• Right-click to reassign technicians: Changing which technician is assigned to a job is easier and more convenient than before. Now, you can simply right-click a job on the Dispatch Board to change which technician is assigned to it. Before, the only way to reassign a job on the Dispatch Board was to drag and drop the job, which could be imprecise, or to leave the Dispatch Board and go to the job page, which adds a lot of extra clicks. For more on this feature, see Assign, unassign, and reassign technicians.

• Message filtering: To ensure you see more of the communication that helps you to dispatch efficiently, you can now filter the messages that show up in your queue on the Dispatch Board. Customize the notification types you see—and don’t see—for a less cluttered and more streamlined experience. For more on this feature, see Manage notifications.

• Projects filter for the Schedule Board: To make it easier to quickly reference multi-day jobs ad projects, you can now filter your view of the Schedule Board using the project number as a filter. For more on this feature, see Use the Schedule Board.

FOLLOW UPS

• Audit trail entry for dismissal of recurring service events: When you dismiss a recurring service event, you now see a record of it on the audit trail for the job. This ensures that if anyone on your team has questions as to why the event was dismissed, they know who to ask about it. For more on this feature, see (coming soon).

INVOICING

• Preview statements: You can now preview statements before you send them to customers, making it easier for you to prevent things like statement errors before sharing with your customers. For more on this feature, see Send customer statements.

• AR Transactions reports include new filter As of Date: This new filter gives you the ability to run AR Transactions reports without the limitation of date ranges. With the removal of As of Date column and Payment Status andInvoice Status filters, you can use the Payment Status filter to have a more comprehensive view of all your outstanding invoices. For more on AR transactions, see As of Date, AR Transactions report, AR Transactions By Customer report, and AR Transactions By Job report.

• Add balance forward amount to statements using new date filters: When using AR Management, you can now use the newly added From and To date filters to send easy to read balance forward statements to your customers. This update includes the removal of the Invoice Status filter. Use the new filters to view statements for a specific date range. Balance forward statements include a balance forward amount and transaction details within the date range selected in the filter. For more on this feature, see Send balance forward statements.

• Customers can filter invoices when making payments online: When your customer clicks the online payment link from their statement email, they currently see a table that lists all their outstanding invoices. This table now includes filters to view the invoices they want, giving them the flexibility to quickly identify and pay for specific invoices. For more on online payments, see Guide to online payments.

• View emailed statements in the audit trail: In the customer record, you can now see an audit trail of all the statements you sent to your customer through ServiceTitan. You can view the statement and message you sent with the email. This gives you the ability to see a historical account of all your statement communication. For more on this feature, see Invoicing - FAQ.

• View original invoice PDF emailed to customers : After you email an invoice to a customer, you can now access the invoice PDF from the email you sent in the audit trail of the job record. This helps to accurately track all invoices sent to customers. For more on this feature, see Invoicing - FAQ.

JOBS

• Faster-loading job screen: We’ve heard your feedback! The job screen is the most visited page in ServiceTitan and its main area now loads faster, giving you the information you need more quickly. This is especially helpful for jobs with long audit trails. Instead of waiting for the entire job history to load, you’ll see the basics first along with a progress bar for the job audit trail. We’ve also made loading enhancements to other pages, like the customer and service location records and the project screen. For more on this feature, see Manage jobs.

• Job Confirmation status visible in ServiceTitan Mobile: When technicians view jobs in the ServiceTitan mobile app, they can now see that a job has already been confirmed by the office or homeowner. Technicians can now save time by dispatching themselves directly to confirmed jobs without having to call the homeowner. For more on this feature, see View the mobile dashboard.

MARKETING PRO

• Instant feedback when writing subject lines: When you write a new subject line for a marketing campaign, Marketing Pro now gives you feedback on the quality of your line and provides suggestions to help you improve it. For more on this feature, see Create and edit campaigns.

• New options for building audiences: You can now create audiences for your marketing content across a wider range of filters, includingFor more on audience filters, see.

  • New customers: Build audiences aimed at new customers, giving you the opportunity to welcome them, offer new customer discounts, and familiarize them with your brand.

  • Recurring services for customers without a membership: You can now send customers who do not have an active membership with you emails about recurring services. Previously, you could only build audiences around recurring content if they had an active membership with you.

  • Invoice and customer balance: Send payment reminders automatically to customers with an outstanding invoice or customer balance. Both filters can be set to look for customers with a balance above or below a specific amount, giving you control over when to send a payment reminder.

• Manually type campaign launch dates: You can now enter a specific date for the campaign launch date instead of scrolling through the calendar, making it faster to build your campaign. For more on this feature, see Create and edit campaigns.

• Audience details popup: You can now hover over the name of an audience to see the total number of customers in that audience, as well as the number of unique email and mailing addresses. For more on this feature, see Create and edit audiences.

MEMBERSHIPS

• Improved membership renewals reporting in the Customer Memberships report template: Improvements include the newly added Renewed Into column, which lists the membership type that was renewed, making it easy to identify if a membership was renewed or not. Membership renewal sales details (previously the Renewed By and Renewed On columns) are now included in the Sold By and Sold On columns, simplifying sales reporting. Saved reports will be upgraded to reflect these improvements. For more, see Customer Memberships report template.

• Deferred revenue filters in the Customer Memberships report template: The Deferred Revenue, Recognized Revenue, and Deferred Revenue Balance columns of the Customer Memberships report template now include filters that let you set a range of totals to include in your report. This allows you to focus your deferred revenue reporting on specific dollar amounts without having to export your report into a spreadsheet application. For more, see Customer Memberships report template.

• Improved navigation when modifying recurring services: Now, when you open a recurring service record from the service location record or customer membership record to make edits, after you save your changes, you return to the page you navigated from. This makes customizing memberships more intuitive. Previously, after editing a recurring service record, you returned to the customer record page. For more on recurring services, see Edit and add recurring services.

• Recurring membership billing process validates billing templates: Now, if you try to process billing for a recurring membership using a billing invoice template that includes material items, it moves to the Action Required list with this error message: Material on Billing Template. This prevents you from billing customers improperly for materials. For more on billing templates, see Create and manage invoice templates.

PROJECTS

• Calendar button on the Project screen: So that you can more easily access an overall timeline view of your project, you can now click Calendar on the Project screen to go directly to the Schedule Board. The Schedule Board automatically filters using the project so that you only see jobs relevant to it. Choose between a three-day or seven-day view of the project calendar, whichever works best for your business needs. For more on this feature, see Create a project.

REPORTS

• New Entry Method column in the Credit Card Transaction report: You can now run the Credit Card Transaction report to learn which credit card payments were keyed in, swiped, or processed using a saved credit card. Note: The Entry Method column populates only for credit card transactions made after this release.For more on this feature, see Credit Card Transaction report template.

• Enhanced reporting interface: Reports have been updated, offering a more intuitive design, including an improved date picker, additional report filters, and a new column search bar that makes it easier to customize your reports. You can also duplicate reports, letting you easily create multiple variations of a custom report. For more on reports, see (coming soon).

• Statements: When emailing customers statements, your customers can now see your company logo on the statement PDF attachment in the email.