Release Notes ST–42

CRM APIs

• Add and remove tags from customer records: To enable bulk addition and removal of tags to customer records, we have added the following API calls:

  • Add tags to customer records /v1/tags/{entityType}/add

  • Remove tags from customer records /v1/tags/{entityType}/remove

  For more on this API endpoint, see docs.servicetitan.com > API Operations > BulkTags > /v1/tags/{entityType}/add and docs.servicetitan.com > API Operations > BulkTags > PUT /v1/tags/{entityType}/remove.

INVOICING

• Bulk charge customers: In AR Management, you can now bulk charge customers who have a payment method on file with an outstanding balance. Use the Payment on File filter to view customers you can bulk select and charge. Bulk charging helps you collect payments on your schedule without waiting for your customers to remember to make a payment. For more on this feature, see Charge customers for outstanding balance.

CALL BOOKING

• Collapsible side menu: To optimize the Call Booking screen for those using tablets, laptops, or smaller monitors, the left side navigation now collapses automatically when using a smaller screen size. For more on this feature, see Enter job details.

CUSTOMER COMMUNICATIONS

• Autoresponder to text customers: You can now set up an autoresponder to respond to your customers and prospects who text you in Chat, enabling them to get an immediate response when your customer service representatives (CSRs) are tied up elsewhere. This helps boost your customer ratings, satisfaction, and confidence along the way. For more on this feature, see Set up Chat Autoresponder.

• New Chat alerts: You can now create an alert that notifies you when customers send Chat messages. You can set the alert to notify you for all new chat messages from customers, or just for Chat messages sent during Autoresponder hours. This feature is part of the COVID Product Pack. For more on how to use this, see Create Chat alerts.

• Review Chat messages from customers in ServiceTitan Mobile: To make it easier for your technicians to understand the full context of a job, they can now review Chat messages customers sent in for the job, including any photos sent. Previously, technicians could only listen to call recordings. This feature is part of the COVID Product Pack. For more, see Review customer messages, media, and calls.

CUSTOMER NOTIFICATIONS

• Opt-in keywords now an option for your customers: In addition to having access to opt-out keywords for texting, your customers now have the option to text opt-in keywords to start receiving messages from you again. Opt-in words include UNSTOP and START. Not only does this help your customers fully control the communication they receive from you and when, this also eliminates having to contact ServiceTitan to turn this on manually for you.

DISPATCH

• Time off shifts for multiple technicians: You can now create time off shifts that apply to more than one technician. This saves you time when creating time off for events like company meetings or holidays. For more on this feature, see Use Technician Shifts.

• Technician Shifts now on by default: This feature is now on by default due to popular demand. This lets you plan and schedule smarter without having to configure your account to use it. Find this feature in the main navigation bar under Schedule in the Technicians Shifts tab. After creating your first shift, you’ll see the information on your Dispatch Board. Additionally, shifts are now color coded to easily view them rather than having to search for the shift arrows at the beginning and end of technician days, making it easier to know which technicians are working, and on which days and times. For more on this feature, see Use Technician Shifts.

• Timesheet auto-generates for time off shifts: Creating a time off shift automatically now creates a corresponding timesheet when you choose a timesheet code. You also have the option to choose none to create a time off shift without creating a timesheet. Before, you had to create a corresponding non-job event on the Dispatch Board in order to ensure a correct timesheet for the time off shift. For more on this feature and how to enable it in your account, see Use Technician Shifts.

• Optimize Technician Routes : To optimize your dispatching process, you can now click Optimize technician routes from the Dispatch Board to rearrange the jobs assigned to a technician for the day into a more efficient route. Just two clicks on the Dispatch Board automatically minimizes drive time using average traffic speeds. Optimize Technician Routes works around existing commitments, including non-job events and confirmed jobs. For more on this feature, see Optimize Technician Route.

• Map 2.0 Beta open access: You can now use Map 2.0 to streamline dispatching, and you won’t need to reach out to your success or implementation manager to enable it. We’ve also made a range of other enhancements to the Map 2.0 Beta, including:

  • Map It: When you’re booking a job with a flexible start date or time, you can now click Map It to see the caller’s location relative to already scheduled calls. Use this information to increase technician efficiency by scheduling the job for a time/date when they will already be in the area. This feature is part of the COVID Product Pack. For more, see Enter job details.

  • Select & Assign: You can now select areas within Map 2.0 and right-click to assign technicians to jobs within that selection. This lets dispatchers mass-assign jobs to the best technician who’s nearby, creating balanced and efficient routes. For more, see Dispatch more efficiently with Maps 2.0.

  • Technicians shown at home address: To give you more clarity into technician locations when you’re using Map 2.0 in All Days mode or when you’re looking at a date other than the current date, technicians will be drawn on Map 2.0 at their verified home address. Technicians will show at their home address if they can’t be reached by GPS. For more, see Dispatch more efficiently with Maps 2.0.

• Reason reschedule survey: Optionally send and report on automated surveys asking dispatchers why they rescheduled a job, giving you insight into why jobs are being rescheduled—and, if necessary, to hold dispatchers and technicians accountable for following best practice. Survey responses are recorded in the audit trail, and can be analyzed in Reports 2.0. You can customize how frequently the survey is sent, and if some employees should cause more surveys to be sent than others. This feature is part of the COVID Product Pack. For more information, see Ask dispatchers why jobs were rescheduled.

• View Chat History with technicians: To make it easier to understand the context of SMS messages sent in by technicians, you can now click View Chat History to review all of the messages sent between technicians and dispatchers for that day. If multiple employees send chat messages to the same technician, they’ll be shown in the thread too. For more, see Text technicians.

ESTIMATES AND SALES

• Bulk price updates of estimate templates: With a click of a button, you can now update estimate templates with the latest pricing from your pricebook. You also have control over which estimate templates you want to update. This ensures your technicians present the most up-to-date prices without having to manually research and edit each estimate item. For more on this feature, see (coming soon).

• Alphabetized estimate templates: Estimate templates in ServiceTitan Mobile and in the office now display alphabetically. This makes browsing estimate templates more intuitive. For more on estimate templates, see How to set up estimate templates.

FINANCING

• View inactive and pending GreenSky® loan applications: You can now see all GreenSky® loan applications in the GreenSky® report instead of only approved loans. When generating a GreenSky® report, use the new Application Status to filter GreenSky® loans by status to let you know if the loan can be used to fund additional work. For more on this feature, see GreenSky® Report Guide .

FOLLOW UPS

• Dismiss button for recurring service events: Dismissing recurring service events in Follow Ups has been simplified to prevent accidentally dismissing them in bulk. For more on this feature, see Dismiss multiple recurring service events.

• Built-in Refresh: Use the new built-in refresh option to update your filtered results after you’ve handled follow ups. Before, in order to see updates to filtered results, you had to use your browser refresh, which would bring you back to the default filters. For more on this feature, see Dismiss multiple recurring service events.

• Better sorting for Follow Ups: Prioritizing follow up items is now much more intuitive! Drag columns to create the order you want and bring the most relevant information you’re looking for to the front. Also, when you sort items, the sort applies to all items on the list, not just the ones you have already loaded. Before, you had to click Load more to load all follow-ups before being able to sort all of them. For more on this feature, see Use the Follow Up screen.

FORMS

• Contactless technician experience: To make it possible to practice social distancing while on a job, technicians can now send customers a link where they can view, accept, and sign each form required for the job from their own mobile device or computer. You can send links to customers by text, email, or both. After the job is completed, customers will receive a copy of every document they e-sign, and the job audit trail is updated with a copy of each document. Use the new Enable Visit Assistant permission to manage which technicians are able to send customers links to the signature portal. This feature is part of the COVID Product Pack. For more information, see Use the contactless experience.

• Add equipment smart fields to auto-populate information: You can now add equipment smart fields to both standard and PDF forms to auto populate equipment information, such as model or serial number. The info is pulled automatically from the equipment record, helping your technicians eliminate manual entries and save time in the field. For more on this feature, see Add smart fields to PDF forms.

• Better organization for Forms in ServiceTitan Mobile: The Forms tab in the ServiceTitan Mobile app now shows only the most relevant forms based on a job and to which business unit it's assigned. The business unit for that job will be the default filter selection on the Forms tab, enabling technicians to focus on the most relevant forms rather than spend time updating filters. For more on this feature, see Complete and send forms in ServiceTitan Mobile.

• Tags column for form triggers: When viewing your list of form triggers, you now see the tags for triggers that are based on tags for convenient reference. Note that not all triggers will be based on tags. Before, you had to click the trigger to see its tags.

• Smart fields for custom fields: We’ve added smart fields for custom fields in service location records, customer records, projects, and memberships. This is for PDF forms only. For more on this feature, see Add smart fields to PDF forms.

• Smart fields organized alphabetically : When you add a smart field to a standard form (forms prebuilt in ServiceTitan vs. custom forms you import into ServiceTitan), the dropdown list of smart fields is now organized alphabetically What question types to use on forms.

• Copy To form menu option: To save your technicians time and reduce error rates when duplicating forms for multiple pieces of equipment, they can now create several copies of a form and link them to several pieces of equipment in one step. Technicians select each piece of equipment that the form should be copied to, and the form is automatically copied and linked to each piece of equipment. Also, if you’re using smart fields, then as soon as the copied forms are linked, smart form fields are filled with equipment information. For more on this feature, see Add smart fields to PDF forms.

INVOICING

• Add mailing preference for invoices and statements to the customer record: In the customer record, you can now indicate if your customer wants their invoices and statements emailed and/or mailed to them. In AR Management, use the Email Preference filter to select customers based on their mailing preference. Choose the right option for your customers to ensure they receive their invoices and statements in time to make payments. For more on this feature, see Set notification preferences for customers.

• Add placeholders for invoice number and estimate Id in email templates: In Email settings, add the new {Invoice Number} and {Estimate Number} placeholders in your Invoice and Estimate templates. Adding these placeholders lets you and your customers quickly identify which invoice or estimate the email you sent is referring to without opening the attached PDF. For more on this feature, see Customize email templates.

• Technicians can email invoices with a payment link as payment option: When technicians are ready to collect payment, they can email the invoice with a payment link to the customer. Once the payment is made, technicians receive a confirmation text message. This ensures the experience between your technician and customer is contactless for accepting a payment. This feature is part of the COVID Product Pack. For more on this feature, see Email invoices with an online payment link from ServiceTitan Mobile.

MARKETING PRO

• Upload your logo in Marketing Pro Settings: You can now upload your logo in the Marketing Pro section of Settings. Once you upload your logo, it’s automatically added to future templates provided by ServiceTitan, or you can add it to your own custom templates. For more on this feature, see Manage Marketing Pro email settings.

• Enhancements to Marketing Pro Dashboard: To give you additional insights into your email marketing campaigns, you now see more metrics from the Dashboard. You can drill into the Sent, Delivered, Opened, and Clicked columns to view details including email address, the date an email was sent, and more. For more on Marketing Pro metrics, see Overview: Using ServiceTitan Marketing Pro.

• Never Email List: You can now improve your email deliverability and open rates with the “Never Email” list, which blocks marketing content from being sent to email addresses that will never open your messages. For example, we know that you sometimes add a fake email address when you create customer records. This allows you to easily exclude customers who don’t have a real email address, reducing your bounces and improving your deliverability. For more on this list, see Never Email.

• Customers can now choose from which content they unsubscribe: When your customers click the unsubscribe link in one of your marketing emails, they can now choose which types of content they want to continue receiving from you. Content options include estimate follow-ups, equipment service check-ins, membership reminders, haven't heard from you reminders, as well as newsletters, promotions, and special announcements. For more, see Marketing Pro - FAQ.

• Deactivated campaigns automatically archived in Marketing Pro: To make it easier to understand the status of your campaigns, campaigns you deactivate in Campaign Settings are now greyed out and automatically archived in Marketing Pro. If you activate a campaign you had previously deactivated, it is unarchived and placed in draft status. For more, see Create and edit campaigns.

• Double Opt-In and Opt-Out automation: Marketing Pro now includes two new enhancements to improve the performance of your email campaigns:

  • Double Opt-In: To make it easier to send your marketing content to engaged customers and improve your email open rates, you can now require your customers to confirm that they want to receive your marketing content. Your existing customers that aren’t on the suppression list won’t need to register and will continue receiving your marketing content. New customers that book and complete a job will receive an opt-in email.

  • Opt-Out: You can now improve your email deliverability rate by sending opt-out messages to customers who haven’t opened any of your marketing emails in a set period of time. If customers don’t open the opt-out email in two days they are automatically tagged as disengaged, making it easy to exclude them from further messages, or if they click the unsubscribe link in the opt-out message, they are added to the suppression list and won’t receive any marketing content from you in the future.

  For more on this feature, see Manage Marketing Pro email settings.

MEMBERSHIPS

• Editing membership duration is more precise: Now, when editing the From date for an existing fixed duration membership, the To date updates to the corresponding calendar date minus one day. For example, if you change the From date field for an annual membership to 03/28/2020, the To date field defaults to 03/27/2021. Before, the To date would update to 03/28/2021, adding a day to the membership length. The shift in expiration date could potentially disrupt recurring services included with the membership. For more on editing a membership, see Edit a customer's membership or billing details.

• Improved equipment information for recurring service events: The equipment columns on the Recurring Service Events table in Follow Ups now includes more relevant equipment age information. The Equipment Age column shows the age of all equipment items tied to the recurring service instead of just expired equipment. This lets you more easily identify replacement opportunities and prioritize recurring service events for aging equipment. This feature is part of the COVID Product Pack. For more on this feature, see Identify replacement opportunities with recurring service events.

• Open membership records from membership billing invoices: Membership billing invoices now have a View Membership button that opens the record for the membership referenced on the invoice. This allows membership coordinators to more easily access membership details from a billing invoice. For more on membership records, see Edit a customer’s membership or billing details.

MOBILE

• Perform Work Now or Later options for estimates sold online: To help with social distancing, any estimates signed/accepted via Online Estimates can now be marked as either ‘perform work now’ or ‘perform work later’, as long as the technician is still on that job. Technicians can now choose to begin work now or later on an estimate sold online without needing to hand their device to a customer, making it easier to practice social distancing. This feature is part of the COVID Product Pack. For more information, see Use Online Estimates.

• Enhanced Equipment experience in ServiceTitan Mobile: The equipment section of the ServiceTitan Mobile app is now simpler to browse, search, and sort. This update makes it faster for technicians to find the right equipment record at a particular location.

PAYROLL & TIMESHEETS

• Added checkbox to exclude invoices from payroll calculations: When you edit an invoice from the office, there is a new checkbox that allows you to exclude the invoice from payroll reports and calculations. For example, if you create an adjustment invoice to issue a refund but you don’t want the adjustment to affect a technician’s bonus, you can select a checkbox on the invoice to exclude it from payroll calculations. For more on editing invoices, see Exclude invoices from commission-based pay calculations.

• Technician location tied to timesheet events : Now, when a technician manually punches their timesheet on their mobile device, their GPS coordinates are saved and the distance from their dispatched job is calculated. You can view distance details when running custom reports based on the Timesheets template. This information can help validate timesheets, especially when technicians are based out of the office. This feature is part of the COVID Product Pack. For more on this feature, see the Technician Location Exception report.

PRICEBOOK

• Inventory item duplication enhancement: Now, when you duplicate a material or equipment item in your pricebook that has inventory tracking enabled, you receive a prompt asking if you want inventory tracking enabled for the duplicate item. This allows you to easily create non-inventory versions of inventory items for jobs that use materials outside your inventory supply chain. For more on duplicating items in your pricebook, see Duplicate Pricebook items.

• General Ledger account enhancements: New Pricebook improvements help automate mapping Pricebook items to your General Ledger (GL) accounts: For more on mapping your pricebook to GL accounts, see and .

  • If a Pricebook item maps to an inactive GL account, it’s labeled [Inactive].

  • If you import a Pricebook item that matches with multiple GL account names, the item maps to an active account.

  • If multiple GL accounts with the same name are active, the imported item maps to the account that was created first.

  For more on mapping your pricebook to GL accounts, see Map Pricebook items to a QuickBooks GL account and Map pricebook items to Item GL Groups (Intacct).

• Enhanced updates for Pricebook Connect: When you update your pricebook with Pricebook Connect, recommendations and upgrades now display by their item name instead of item code. This makes it easier to decide if you want to include a recommendation or upgrade when updating an item. For more on this feature, see Update your pricebook with Pricebook Connect.

• Right-click functionality in the Pricebook side menu: Now, right-clicking (control-click in MacOS) any of the Pricebook side menu options opens the Chrome browser right-click menu. The menu gives the option to open the Pricebook selection in a new browser window or tab while keeping the current window open. This helps you manage multiple Pricebook tasks at once. For Pricebook tips, see the Pricebook FAQ.

• View Pricebook permissions for display users: Display users now have View Pricebook permissions enabled. Display User is a specific employee role that doesn’t have editable permissions. With this permission enabled, all existing and future employees assigned to a Display User role can view Pricebook items.Note: Pricebook editing permissions for display users are disabled. For more on display users, see How to set up a display user account.

PURCHASING AND TRUCK REPLENISHMENT

• Ship PO items to technician address: You can now ship purchase order (PO) items directly from the vendor to the technician’s address listed in the PO. This improves the contactless experience between technicians and office employees. This feature is part of the COVID Product Pack. For more on this feature, see Send shipment from vendors to technician’s address.

• Email PO alerts based on PO type to technicians and purchasing team: Set your purchase order types to send email alerts when the purchase order (PO) status changes. This keeps your team notified and updates them on shipment details for jobs and replenishment. This feature is part of the COVID Product Pack. For more on this feature, see Send PO alerts and notifications.

• Send PO notifications to technicians: Improve the contactless experience by notifying your technians when and where they can pick up shipments. You can email or text shipment pick up details to your technician from received purchase orders (POs). This feature is part of the COVID Product Pack. For more on this feature, see Send PO alerts and notifications.

• Vendor contact information available in POs: Contacting your vendors is as simple as looking at your purchase order (PO). In the PO you can now click the vendor link to see the vendor profile where you can retrieve information such as phone number or email address. Technicians can also open the PO in the ServiceTitan Mobile app and call the vendor directly from the PO. This feature is part of the COVID Product Pack. For more on this feature, see Access vendor contact details from PO.

REPORTING

• Report permissions tab to assign permissions by role: The reporting permissions section is now separated into two tabs: the Employee Permissions tab, for managing individual permissions, and the new Role Permissions tab, where you can grant access to run and edit reports by employee role. For example, you can share a technician availability report with all your dispatchers at once instead of granting individual permissions to each, making managing reporting permissions more efficient. For more on reporting permissions, see Set reporting permissions.

• New reporting metrics for Jobs custom report template: The Jobs report template includes new column options, giving you additional tools to measure job profitability and track costs. Columns include:For more on the Jobs custom report, see.

  • Payroll Adjustments—Total of all payroll adjustments for a job

  • Payroll Adjustments as % of Sales—Payroll adjustments divided by the sum of sold estimate subtotals on a job

  • Total Costs—Sum of materials, purchase orders, and payroll adjustments on a job

  • Total Cost as % of Sales—Total costs divided by the sum of sold estimate subtotals on a job

  • Equipment Costs—Total cost of equipment items on the job invoice

  • Customer PO #—The customer purchase order number added to the job record

  • Dispatch/Service Fee Only—Filters for job invoices where the only item is a Pricebook item with the Dispatch Fee checkbox selected

• New reporting metrics for Invoices custom report template: The Invoices report template includes four new column options that help give you insights on adjustment invoices, dispatch fees, and customer POs. Columns include:

  • Base Invoice #—If the invoice is an adjustment invoice, the number of the invoice from where the adjustment invoice was created

  • Base Invoice ID—If the invoice is an adjustment invoice, the primary key of the invoice from where the adjustment invoice was created

  • Customer PO #—The customer purchase order number added to the job record

  For more on the Invoices custom report, see Invoices report template.

• Import and export reporting permissions in bulk: You can now add and edit reporting permissions for multiple users in a spreadsheet and import them to ServiceTitan. This helps make setting permissions for a large team quicker and more manageable. For more on this feature, see Bulk set reporting.

• Bookmark legacy reports: The following legacy reports can now be bookmarked on your reports home screen, giving you more customization options to organize your most frequently used reports:

  • Technician Timesheet Summary

  • Payroll (Detail) Report

  • Technician Timesheet Summary (Export Optimized)

  • Payroll (Detail) Report By Pay Period

  • Technician Timesheet Summary By Pay Period

  • Accounts Receivable

  • Accounts Receivable Detail

  • Accounts Receivable Detail By Date

  • Pending Export Report

  • Tax Detail Report

  • Tax Zone Report

  • Technician Hourly Production

  For more on bookmarking reports, see Bookmark reports.

• Scheduled report improvements: Scheduled simple reports include details to help clarify what the report covers. If a scheduled report contains data specific for the email recipient, the report indicates that it is Filtered by recipient. If a report contains no data, the email body notes that there was no activity for the filtered date range. For more on scheduled reports, see Schedule customer reports.

• Rescheduled Reason columns in Jobs custom report template: The Jobs report template now includes column options showing why a dispatcher rescheduled a job based on the Reschedule Reason Survey. The new columns include:

  • Rescheduled Reason—Response entered in the survey. Clicking the item displays additional survey details.

  • Reschedule Survey Answered By—Name of the employee who completed the survey

  This feature is part of the COVID Product Pack. For more on the Jobs custom report, see Jobs report template.

• Built-in reports for visualizing business trends: You can now generate graphs comparing business metrics by year over year, month over month, or week over week. This lets you visually compare current trends with historical data for revenue, call volume, call abandonment, and more. Go to the Reports home screen to run these reports. This feature is part of the COVID Product Pack. For more on this feature, see the YoY Analysis reports.

SETTINGS

• Search in Settings now includes section titles: To make it easier to find the setting you’re looking for, you can now search Settings for both settings categories and specific settings. For example, searching for “people” will show you all of the settings in the People section of settings, which includes settings for employees and technicians. Previously, search results were limited to the specific names of settings. For more on how to use search, see Introduction to Settings.

USER EXPERIENCE

• Refer new customers from your profile: You can now access the ServiceTitan referral program directly from the profile dropdown.

• Mobile: Previously, a few job filters in Settings > Mobile were not working as defined when selecting to show next jobs for a technician. This has been addressed and techs now see jobs based on the job filter setting.

• Estimate templates: When using an estimate template at a service location with an active membership, the correct member price is applied. Previously, estimate templates did not account for member pricing or discounts.

• Hide line item prices in online estimate: If you used the hide line item prices feature, the line item prices were still listed in the online estimate. Now, if you choose to hide the line item prices in your estimate, the online estimate hides the prices.

• Hide sub-items from invoices in online payment link: If you used the sub-items feature, the online payment