Service Titan Knowledge Base

Release Notes ST–44

About this release

In this release, you’ll find new ways to boost productivity and streamline your workflows. Now you can create customer leads from calls that aren’t booked into jobs. Also, you can assign skills to technicians and job types to make sure you assign the right person to the job. We’ve also improved the contactless experience, beefed up several report templates, and enhanced Pricebook Connect. Read on for all the juicy details, or check out the release notes video and webinar!


New

CALL BOOKING

  • Save and follow up on Leads from unbooked calls and bookings: You can now use leads during call booking to save information about incoming inquiries for calls that do not immediately turn into jobs. Once a call is saved as a lead, you can find it in a new tab in Follow Ups, where you can attempt to convert the lead into a job. For more, see Use customer leads.

DISPATCHING

  • Click to call technicians from the dispatch board: To make it easier to call your technicians, you can now click on their name on the dispatch board and click Call Technician to call them. Note that calls are not recorded and can’t be listened to, and that technicians must have a valid phone number listed in their technician profile to receive calls. For more, see Call technicians from the dispatch board.

  • Dispatch based on technician skills: You can now create and assign skills to technicians and job types. Once set, you’re alerted whenever you try to assign a technician to a job for which they lack the required skills. For more, see Skills for technicians and job types.

REPORTS

  • Recently viewed reports: You can now see recently viewed reports in the Reports home screen. This new section gives you quick access to frequently used reports you haven’t bookmarked. For more on the Reports home screen and how to customize it, see Bookmark reports.


Improvements

CONTACTLESS EXPERIENCE

  • Enhancements to contactless experience: We’ve made a couple of improvements to the contactless experience:

    • Customizable contactless email—You can now customize the email your technicians send to customers that invites them to the Visit Assistant. The from name and address, subject, and body can all be customized, and you can also include placeholders for customer name, business unit, service location, and a link to E-sign. For more, see Customize email templates.

    • E-sign for estimates—If you’re using Online Estimates, your technicians can now send estimates to customers via E-sign, and they will all be accessible using Visit Assistant. Subsequent estimates your technicians send after the first estimate(s) will also show on the Visit Assistant. Similar to Online Estimates that are emailed, customers can access any estimates sent for up to 60 days, even if the job is marked as Complete. For more, see Present and sell estimates.

DISPATCH

  • Rescheduled reason survey now requires an explanation when selecting Other: To help ensure that your rescheduled reason surveys are generating useful data, selecting Other now requires responders to enter an explanation for why they rescheduled the job. For more, see Ask dispatchers why jobs were rescheduled.

ESTIMATES

  • SoldJobId and SoldJobNumber filters removed from the Estimates GET API : The /v1/estimates endpoints of the ServiceTitan API no longer include the SoldJobId and SoldJobNumber filters.

FORMS

  • New Form Type column in Forms list: To make it easier to understand the different types of forms your business is using, the Forms list now includes a Form Type column. Form types can be either PDF or ServiceTitan Form. Also, the Form Type column can be filtered to show one or both form types, as well as active or inactive forms. For more, see Use forms.

  • Hide prices in PDF forms: You can now choose whether or not technicians can see prices in PDF forms in ServiceTitan Mobile with the new technician permission View Item Prices. Note that when the View Item Prices permission is disabled, any price-related smart fields will not automatically populate for that technician. For more, see Explanation of technician permissions in ServiceTitan.

INVOICING

  • Additional prompt when removing items from an invoice: When a CSR or other office employee removes an item from an invoice that’s linked to a sold estimate, they are now prompted if the work will be completed on another job. If they select No, the sold estimate will no longer show the job number, and instead shows an announcement icon. Office employees can hover over the announcement icon to see who marked the item. For more, see Estimates and sales.

JOBS

  • Jobs page enhancements: We’ve made some visual updates to the Jobs page to make it easier for you to understand important job details at a glance, like the date the job was received, its priority, campaign, and more. There’s also a new panel of toggles to enable or disable common job actions like job notifications, confirming the job, and Smart Dispatch. Note that although the Jobs page looks better than ever, each button and link is in the same place as before. For more, see Jobs and projects.

MARKETING PRO

  • New Customer Portal merge tag: If you’re using the Customer Portal, you can now include the {{CustomerPortalLink}} merge tag to include a link where your customers can review prior jobs and make payments for outstanding invoices. For more, see Add merge tags to your email content.

MEMBERSHIPS

  • Simplified membership setup: You can now create multiple durations and billing options within a single membership type, making it easier to offer your customers more membership choices. You can set purchase, billing, and renewal prices for each billing and duration combination using the new pricing table. When you sell the membership, a dropdown shows available duration and billing options, simplifying your membership setup. For more on this feature, see Create membership types.

  • Edit item descriptions for invoice templates: Now, when you add service items from your pricebook to an invoice template, you can edit the description of the items. These descriptions appear on invoices for membership types and recurring service types that use the invoice template. Revised item descriptions on an invoice template do not affect the pricebook item description. This lets you customize service item descriptions to make them relevant to your members. For more on this feature, see Create and manage invoice templates.

  • Disable dismiss button for recurring service events : Administrators can now manage who can bulk dismiss recurring service events in Follow Ups with the permission, Access Dismiss button on Recurring Service Events page. Deselecting this permission removes the button from the Recurring Service Events screen and from customer membership records. This prevents office employees from accidentally dismissing recurring service events that should be booked into jobs or for recognizing deferred revenue from dismissed recurring service events that wasn’t earned. For more on this feature, see Dismiss multiple recurring service events.

  • New permission to sell memberships from the office: When enabled, the newly added, Allow employee to sell a membership from customer or location record permission lets office employees sell memberships. This replaces a function of the existing permission, Edit customer membership data, which no longer allows employees to sell memberships; it now only allows employees to edit membership records. For more on this feature, see Set membership permissions.

MOBILE

  • View prices is now a permission in ServiceTitan Mobile: The View Item Prices technician permission is now enabled by default for all technicians. Disabling this permission is useful if you have commercial service and repair businesses where your customers are billed from the office and pricing is protected and proprietary information. When disabled, technicians cannot:

    • See prices anywhere in the mobile app

    • Email or print invoices and estimates

    • Collect payment

    For more on Pricebook permissions, see Set Pricebook permissions.

  • Notification to start billable hours: Technicians who use time and materials billing receive a reminder to start tracking billable hours before they receive reminders to complete any forms. This ensures that all billable hours, which includes time filling out forms, are properly accounted for. For more on this feature, see Time and materials billing.

  • Additional prompt when removing items from an invoice:: If you allow your technicians to indicate whether or not work will be performed later if they try to remove a sold estimate item from a job’s invoice, we’ve made their experience a bit better. We’ve also made improvements for the office side so you can tell when a technician said that work would not be performed later. Now, when a technician removes an item from an invoice that was added from a Sold Estimate in ServiceTitan Mobile, they are prompted to confirm its removal before having to select if work will be performed later for that item.

  • Job timer in ServiceTitan Mobile: Now, when a technician arrives at a job, a timer in the mobile app keeps count of the amount of time they work. Technicians can stop and start the timer while on the job. This helps technicians track and manage their billable hours. For more, see Use the job timer.

PAYMENTS

  • Enhanced visibility Enhancements for the job audit trail for payments made online or with the customer portal: The payment section of an invoice now indicates if the customer paid for the job online or in the customer portal. For more, see Guide to online payments.

  • Enhanced visibility for saved primary payment method: To make it easier to identify a customer’s saved primary payment method, it is now the first option listed in the Type dropdown in Add a Payment. The primary payment method now also includes a (P) at the end of its name. For more, see Process a credit card payment directly in ServiceTitan.

PAYROLL AND TIMESHEETS

  • Payroll API includes TechnicianID and PayrollPeriod identifiers: The ServiceTitan API includes two new identifiers for payroll-related endpoints:

    • TechnicianID—A unique identifier for technicians in the /v1/payrollbyperiod/GetPayrolls endpoint

    • PayrollPeriod—A unique identifier for pay periods in the /v1/payrollbyperiod/GetPayrollData endpoint

    These identifiers let you reliably filter out individual pay records for specific technicians through the API. For more on these API endpoints, see https://docs.servicetitan.com > PayrollByPeriodNote: Endpoint documentation is not updated until release goes live.

  • Payroll adjustments in job audit trail: Payroll adjustments are now logged on the job records that technicians work on. Each note includes the date, adjustment amount, name of the technician, and name of the office employee who made the adjustment. This adds transparency and accountability to payroll adjustments. For more on this feature, see Create payroll adjustments.

  • New office employee permission to view payroll adjustments: : The new View Payroll Adjustments permission allows office employees with the permission enabled to view payroll adjustments in the activity logs on invoices and job records. Using this permission helps you protect sensitive payroll information from being exposed to other employees who have permission to view invoices and job records. Note: View Payroll Adjustments is disabled by default for new office employee accounts. Existing accounts with the View Invoice permission enabled also have View Payroll Adjustments enabled. For more on this feature, see Create payroll adjustments.

PRICEBOOK

  • Search catalogs in Pricebook Connect: In Pricebook Connect, you can now search for items in Service Titan Pricebook Pro and provider catalogs. This helps you efficiently find the right items to add to your pricebook. You can search by category, item code, or item name across service, material, and equipment items. For more on this feature, see Add items with Pricebook Connect.

  • Icon in Pricebook Connect shows partially-selected category: In Pricebook Connect, a new icon indicates if you select some, but not all, items within a category when adding items from a provider catalog or ServiceTitan Pricebook Pro to your pricebook. This helps you more efficiently navigate and review items when building your pricebook. For more on this feature, see Add items with Pricebook Connect.

  • No more broken images in Pricebook Connect updates: When updating items using Pricebook Connect, if an item doesn’t have an image attached to it, a default icon now displays instead of a broken image. This makes browsing updates more professional. For more on this feature, see Update your pricebook with Pricebook Connect.

  • View existing markups in Price Setup Wizard: When using the Price Setup Wizard, if you select a category, any current price settings including surcharges, member discounts, and billable rates for that category display. This lets you see what you’re changing when you update prices. For more on this feature, see Run the Price Setup Wizard.

  • Exclude surcharges from member discounts: The Price Setup Wizard now allows you to apply member discounts to labor and material items, but not surcharges. You can also apply discounts only to labor items or to labor and material items and surcharges. This adds flexibility when setting prices across pricebook categories and subcategories. For more on this feature, see Run the Price Setup Wizard.

REPORTS

  • Campaign ID added to Jobs, Calls, and Campaign Summary report templates: Campaign ID, a unique identifier attached to marketing campaigns, can now be added as a column to custom reports based on the Jobs, Calls, and Campaign Summary report templates. This helps you distinguish between marketing campaigns with the same name. Also, you can use Campaign ID to combine exported custom reports in spreadsheets using VLOOKUP. For more on custom reports, see Create and edit custom reports.

  • Recurring service event details in Customer Memberships report template: Recurring service event details are now available as columns in custom reports based on the Customer Memberships report template. This lets you run reports to help manage and plan for upcoming recurring service events. You can also create reports to help reconcile deferred revenue. New columns include:

    • Total number of visits—Count of recurring service events included with a customer’s membership

    • # of Visits remaining—Count of recurring service events remaining for a customer’s membership

    • Value Per Visit—Amount of recognized revenue for each recurring service event. If different amounts are recognized for visits, amounts are listed separated by commas.

    For more on this report template, see Customer memberships report template.

  • New customer lifetime columns for Customers report template: In custom reports based on the Customers report template, you can now include columns that report on your entire history with a customer. This lets you focus reports on loyal and high-value customers or on infrequent customers you want to build relations with. New columns include:

    • Lifetime Jobs Completed—Count of all completed jobs for a customer, regardless of date filters

    • Lifetime Jobs Booked—Count of all jobs booked for a customer, regardless of date filters

    • Lifetime Invoices—Count of all invoices for a customer, regardless of date filters

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

  • Recurring Service Event ID column added to the Recurring Services—Upcoming Appointments report template: Recurring Service Event ID can now be added as a column to custom reports based on the Recurring Services—Upcoming Appointments custom report template. The ID is a unique number assigned to a recurring service event. Click an ID in a report to open the corresponding recurring service event record in a new tab. This helps speed up scheduling if you use these reports to book recurring service events into jobs. For more on custom reports, see Create and edit custom reports.

  • Run Office Audit Trail reports on Partner Portal office employees: Partner Portal office employees are now included by default when running reports based on the Office Audit Trail custom report template. This allows you to track office activities like call volume and record updates for customer service representatives, dispatchers, and other Partner Portal employees. For more on this report template, see Office Audit Trail report template.

  • Business Unit lead generation column in Jobs reports : You can now add Lead Generation from Business Unit as a column to reports based on the Jobs report template. This optional column lists the business unit (BU) of the job where the lead was created. This lets you run reports to measure lead generation across BUs. For more on this report template, see Jobs report template.

SEARCH

  • Enhanced Search screen: You can take the new Search screen for a spin by clicking Try our new Search page from Search. We’ve updated the Search screen to be easier to use and find the job, customer, or other information you’re looking for. You can now also sort by most results columns. Note that the new Search page is optional, and if you like the original version you can continue to use it for now. For more, see Search and export.


FIXES

  • Memberships: On job records, the section Scheduled Events is now called Recurring Service Events to align with the Recurring Services Events section of Follow Ups.




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