Service Titan Knowledge Base

Release Notes ST–47

About this release

In this release, you’ll find new ServiceTitan features, including the Marketing Analytics dashboard and bulk emailing batched invoices. If you have the QuickBooks Desktop integration, you can run the new Transaction Reconciliation report. Read on to find out about improvements to costing precision, Content Portal, dispatching, Marketing Pro, Pricebook, or watch the webinar or the release notes video.


New

ServiceTitan Web Connector to QuickBooks Desktop

  • Transaction Reconciliation Report: Use the new report to reconcile transactions between ServiceTitan and QuickBooks Desktop. The results of the reconciliation display in the Reconciliation Status column for each transaction which allows you to validate if the transactions match between both systems. For more on this feature, see Transactions Reconciliation Report - QBD.

MARKETING

  • Assess your marketing with the Analytics dashboard: Easily track and assess the performance of all of your Marketing Pro and legacy marketing campaigns in one place. Use marketing analytics to understand your top performing campaigns and categories across a range of different criteria, and see progress over time with performance graphs for key marketing metrics. For more, see Use marketing analytics.

Invoicing

  • Bulk email batched invoices: Use the email all functionality on the Batch/Export Transactions screen to quickly send batched invoices to multiple customers at once. For more on this feature, see Bulk email batched invoices.


Improvements

General Enhancements

  • Enhanced costing precision: Many unit cost fields now support up to ten digits after the decimal point, allowing you to set more precise costs for your equipment and materials. Enhanced costing precision applies to unit cost fields in office estimates, inventory, accounting, memberships, and pricebook. Previously, unit cost fields supported only two digits after the decimal point, which could lead to discrepancies between your accounting software, vendor invoices, and ServiceTitan. For more, see Understand costing precision.

Call Booking

  • Recurring service event summaries automatically added to the job summary: We heard that many of you have information saved in the Summary of your Location Recurring Service that’s important for both your CSRs and technicians to see. Now, when you’re booking a job with a recurring service event from the Calls page, the summary of each recurring service event is now added to the summary box. For more, see Call Booking.

Content Portal

  • Content Portal enhancements: The Content Portal is now more intuitive to use. Specific improvements include:

    • New technicians added to a Content Portal audience now automatically have access to existing Content Portal posts, as well as scheduled and expired posts. Previously, new technicians had to be granted access to older posts manually.

    • Changing a technician’s business unit (BU) now grants them access to all of the Content Portal posts that their new BU has access to.

    For more, see Upload content to the Content Portal .

Dispatching

  • Mass Reschedule multiple jobs at once: Rapidly adjust to changing business circumstances by rescheduling or reassigning large numbers of jobs quickly. For example, if your business operates outdoors and can’t work in the rain, dispatchers can mass reschedule jobs to subsequent days when technicians get rained out. For more, see Reschedule multiple jobs at once with Mass Reschedule.

  • Click to call technicians from the job record: To make it easier to call your technicians, you can now click on their name from the job record 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 Manage jobs.

  • Audit Trail for Adjustable Capacity Planning: To give you more insight into which of your CSRs are using Adjustable Capacity Planning effectively, jobs rescheduled without using Get Availability are now noted in the audit trail. The audit trail indicates whether the CSR clicked Get Availability and rescheduled the job manually anyway, or if they didn’t click Get Availability at all. For more, see Adjustable Capacity Planning.

Intacct

  • Export payments without reliance on invoice export errors: You can now export payments without resolving exporting errors related to invoices the payments were taken for. Additionally, if a payment is exported before an invoice, the payment is reflected as an advance payment in Intacct. This gives you the flexibility to close your bank balance at the end of the month on time. For more on this feature, see Understand data mapping in Intacct.

Jobs

  • Property Data Display now accessible from estimates: You can now access Property Data Display from an estimate in the office, making it easier to obtain and use key property details while building estimates. Property data includes the year a property was built, square footage, number of bedrooms and bathrooms, and more. Any employees with the Property Data permission will see this addition. For more, see Use property data.

  • Manually edit skills for individual jobs: : You can now manually add or remove the skills required for a booked job, making it easier to account for any special skills necessary for a job that may not be necessarily on the Job Type. For more, see Skills for technicians and job types.

Marketing Pro - Email and direct mail

  • Overhauled email templates screen: We’ve updated the Email Templates screen to make it easier to use. Whether you’re looking for templates built by the pros at ServiceTitan or looking for one your team built, you can use the new Email Templates screen to filter, search for, sort, and preview email templates. For more, see Create and edit email templates.

  • Campaign costing: You can now see the month by month costs associated with each of your campaigns that has a cost, allowing you to see how much you’re spending on the campaign in comparison to the revenue generated by that campaign. You can also click a value in the Cost column to see a breakdown of the campaign’s cost over the last year, broken down by month and average daily cost. For more, see Use marketing analytics.

  • New audience filters: This release brings two brand new audience filters, letting you build marketing campaigns that target customers with:

    • Technician audience filter: Available both from the invoices and estimate filter categories, the technician audience filter lets you reach out directly to customers who received either an estimate or an invoice from specific technicians.

    • Expiring credit cards: You can now build audiences of customers who have credit cards that have or are about to expire. Use this new audience filter to build campaigns focused on updating customer credit cards and ensure you minimize lost membership revenue due to expired credit cards. For more, see Create and edit audiences.

  • New online estimate merge tag: When creating or editing an email template for an unsold estimates Marketing Pro campaign, you can now include a link that lets customers view any unsold estimates you previously created for them. For more, see Add merge tags to your email content.

Memberships

  • Deleted memberships cannot be edited: Now, memberships with a deleted status cannot be edited. This prevents the accidental renewal or reactivation of deleted memberships, which can create deferred revenue balance errors. For more on editing memberships, see Edit a customer’s membership.

  • New membership type options for deferred revenue: If you use deferred revenue with memberships, there are new options for handling deferred revenue. You can configure a membership type so that:

    • When recurring service events are dismissed, deferred revenue is automatically recognized

    • Canceled memberships automatically generate charge or refund invoices

    These settings can speed up workflows and reduce revenue errors. If a membership type has these configurations turned off, office employees have the option to recognize revenue for dismissed recurring service events and to generate charge/refund invoices for canceled memberships. For more on this feature, see Set up deferred revenue for membership types.

  • Improvements when selling memberships: The sales workflow using the Sell Membership button on a customer or location record is now clearer. When configuring a membership during the sale:

    • The invoice business unit is no longer preselected

    • If a customer has multiple service locations, the location for the recurring services and discounts is no longer preselected

    Manually selecting these details reduces reporting errors and the chance of assigning services and discounts to the wrong service location. For more on this feature, see Sell memberships from the office.

  • Deferred revenue checkbox removed from pricebook service items: The Deferred revenue checkbox is no longer available for pricebook service items as this is now determined by the membership type. This simplifies configuring invoice and billing templates for deferred revenue membership types. For more on this feature, see Create pricebook service items for deferred revenue.

  • Bulk create renewal estimates : You can now bulk generate membership estimate renewals in Follow Ups. This allows you to more easily process membership renewals. Previously, this feature required account configuration. For more on this feature, see Generate, print, and email membership renewal estimates.

  • Sold on dates open on Customer Memberships report template: Now, when you open a custom report based on the Customer Membership report template, the Sold on date fields are unpopulated. Previously, you had to overwrite or delete the prefilled dates to get the data you needed. For more on this feature, see Customer Memberships report template.

Payment Collections

  • Estimates display deposits: When presenting estimates to customers, collected deposits are now displayed as line items in the printed estimate. This ensures your customers can confirm that you received their deposit or down-payment, similar to a receipt. For more on this feature, see Collect a payment on ServiceTitan Mobile.

Payroll & timesheets

  • Centralized payroll settings: Payroll features and configurations now have their own section in Settings. You can set timesheet codes and idle time in one place. This makes managing your team’s payroll more efficient. For more on this feature, see Enter payroll settings.

  • Configurable idle time settings: You can now set technician idle time in your payroll settings. Idle time is when a technician is clocked in but is neither dispatched, on a job, nor on a meal break. You can configure how much idle time is paid time and also set whether, after a certain time threshold, none of the idle time is paid time. For more on this feature, see Manage technician idle time.

Photos and videos

  • Enhanced media experience: We’ve streamlined the way you see media across ServiceTitan, with an emphasis on making it easier to find, download, or delete media. Now, job, customer, and location records have a dedicated media section called Photos & Videos, where you can find photos and videos added by technicians while on a job. The new media section lets you:

    • Hover over photo and video thumbnails to select, download, delete, or rename individual files

    • Select multiple media files to download or delete at once

    • Select all media files on a record to download or delete

    • Navigate between photos and videos using the arrow keys on your keyboard

    Other enhancements to media include:

    • Video thumbnails for all videos

    • Media is now sorted by most recent to least recentFor more on this feature, see Manage jobs.

Pricebook

  • Pricebook import errors clarified: If an XLSX pricebook import contains business unit mapping errors, the error message now correctly identifies the issue. Previously, a single error produced multiple error messages. For more on this feature, see Import your pricebook.

  • Bulk editing of linked material and equipment items: You can now edit linked material and equipment items in bulk in the Services table of your pricebook. This allows you to edit linked materials and equipment for similar service items at once, saving you time and ensuring that the same items are added to all services. For more on this feature, see Bulk link material and equipment items to service items.

  • Edit columns for equipment item table: The equipment item table in Pricebook now has editable columns. This allows you to customize your table view to fit your workflow. For more on this feature, see Edit pricebook items.

  • Tab between fields when editing item table: New functionality allows you to tab between fields when editing items in the pricebook item table. This makes editing service, equipment, and material items quicker and more intuitive. For more on this feature, see Edit pricebook items.

  • Export and import discounts and fees: Now, when you export and import pricebook XLSX files, discounts and fees are preserved. For more on this feature, see Import and export your pricebook.

  • Longer display names for equipment item PDFs: You can now create display names of up to 150 characters for PDFs attached to equipment items. This lets you create more descriptive names for equipment-related PDFs, which helps your technicians more easily identify relevant documents in their pricebook. For more on this feature, see Add PDFs to equipment items.

Projects

  • Exclude adjustment invoices from project invoice if Bill To is different: If the adjustment invoice on a project has a different Bill To, the customer invoice for the project does not list the adjustment items. When sending project invoices to your customers, this ensures they are receiving relevant information. For more on this feature, see Send project invoices and collect invoice balance.

Reporting

  • Advanced date options for scheduled reports: When scheduling reports, you can now specify a custom date range to report on. This allows you greater specificity when reporting. For example, you can report on upcoming purchase order pickups two weeks in advance, giving you more lead time to let your vendors know when you’re coming. For more on this feature, see Schedule reports.

  • Include counter sales and progress billing in Business Unit Performance reports: Non-Job Revenue is a new column option in the Business Unit Performance custom report template. Non-job revenue includes membership revenue, counter sales, and progress billing. This column replaces the Membership Sales & Billing Revenue column. Non-job revenue is defined as the sum of totals of all invoice items connected to an income general ledger account on invoices not tied to a job. For more on this feature, see Business Unit Performance report template.

  • Resized columns preserved with saved reports: Now, when you resize report column widths and save report changes, the new column widths are saved as well. This saves you from having to repeatedly resize columns every time you open a report. For more on this feature, see Edit custom reports.

  • Unique Leads column in Campaign Summary report template: Unique Leads is a new column available in the Campaign Summary custom report template. Multiple calls from the same phone number to the same marketing number that can be classified as leads are considered a single unique lead. Unique leads can give you additional marketing insights on incoming calls. For more on this feature, see Campaign Summary report template.

  • Job costing columns in Jobs report template: The Jobs template can now report on job costing. When selecting columns, the new Costs Totals section contains columns for calculating job costs and profits including:

    • Material costs

    • Equipment costs

    • Purchase order costs

    • Payroll adjustments

    • Performance pay

    • Labor pay

    • Labor burden

    • Total revenue

    • Profit margins

    For more on this feature, see Run job costing reports.

Search

  • Form search enhancements: To make it easier to find the form you’re looking for, the Form Type filter in Search is now sorted in alphabetical order, and shows you which forms are active or inactive. Also, you can now type the name of the form into the Form Type filter to find specific forms faster. For more, see Use forms.

ServiceTitan Mobile

  • Follow Up enhancements: We’ve overhauled the Follow Up experience on ServiceTitan Mobile, giving your sales technicians the tools they need to follow up on open opportunities and not leave potential revenue on the table. Now, technicians can easily see their current, past due, and upcoming follow ups, making it easy to identify and act on open opportunities. Specific improvements include:

    • Filter follow ups by follow up date or by job start date. Previously, you could only filter follow ups by job start date.

    • Filters are now applied to the follow ups list after your technicians tap Submit. Previously, filters were applied when selected, which could make it more difficult to navigate.

    • Easier to use date range filter.

    • Opportunities are now sortable in ascending or descending order. Also, opportunities can now be filtered to show opportunities with reminders.For more, see Use the Follow Up tab in ServiceTitan Mobile.

  • SMS wrap-up message : Are your dispatchers often texting or calling technicians for an update so they can line up the next job -- and frustrating your technicians? Technicians can now let their dispatch team know when they expect to be finished with their current job with just three taps. Once sent, the wrap-up message appears in Messages on the Dispatch Board and is added to the job’s audit trail. You can also enable a new setting that shows you technician wrap-up messages as a desktop notification. For more, see Send a wrap-up message to your team.

  • Service equipment using a material: Now, a technician will be able to choose a material in order to mark an equipment as serviced. For example, a filter or a belt for an air-conditioning unit. This update builds on an earlier release, which allowed technicians to mark equipment as serviced with a task from your pricebook. Note that Service-Material links are not yet supported. For more, see Service equipment with materials or tasks.

ServiceTitan Web Connector to QuickBooks Desktop

  • Memo field enhancement: When exporting transactions, the Memo field in QuickBooks now contains the batch and applied to information that previously only displayed in ServiceTitan. This helps you efficiently group transactions in QuickBooks. For more, see Understand data mapping to QuickBooks Desktop.

  • Import sales tax items and groups from QuickBooks Desktop: When mapping sales tax zones in ServiceTitan, you can now import sales tax items and groups from QuickBooks Desktop. The import helps you quickly add sales tax zones and ensures that ServiceTitan tax zones and QuickBooks items and groups match. For more on this feature, see Map ServiceTitan tax zones to QuickBooks Desktop tax rates.


FIXES

  • Reporting: Daily Management Report drilldowns now update automatically when a section is opened.




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