Service Titan Knowledge Base

Release Notes ST–48

About this release

There's nothing spooky about the workflow improvements in the latest ServiceTitan release! We've made booking recall and warranty jobs easier and we've simplified applying credits from sold estimates to future jobs. Plus, new key performance indicators (KPIs) for project job costing reports give you insights on project profitability. That's not all, so read on or check out the webinar or the release notes video.


New

Intacct

  • Transaction Reconciliation Report: Use the new Transaction Reconciliation Report - Intacct report to reconcile transactions between ServiceTitan and Intacct. 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 - Intacct.


Improvements

ACCOUNTING

  • Invoice screen renamed to Accounting: In the Accounting screen you can now find the Batch/Export Transaction and AR Management sections. This helps you differentiate invoice transactions from actions you can take on the Accounting screen. For more on this feature, see Manage the Accounting section.

  • Intacct API update: The changes to the API are made per request by Intacct to ensure the integration works efficiently. The update results in ServiceTitan pulling only Active dimensions such as locations, departments and classes from Intacct, and ignores Active non-posting and Inactive dimensions.

Call Booking

  • Recalls, Warranties, and Job-Generated Leads on Call Booking: We heard your feedback that your CSRs and dispatchers were often using the Calls page to book your technician turnovers (job-generated leads), recalls (callbacks), and warranties instead of using the Job Actions dropdown. This would result in reporting frustrations and lots of manual auditing to ensure jobs were created correctly. We’ve now built Recall, Warranty, and Job-Generated Lead workflows into the Call Booking experience to help reduce mistakes. Additionally, you’ll be able to provide instructions to your CSRs on when they should use each option so that they can reference this information at any time. For more, see Set recall, warranty, and lead job booking guides.

  • Removed “Are you sure you want to close this call screen?” warning: Previously, any time you closed a call bubble or the booking job form, you were asked if you wanted to close the call screen. If you’re using leads, the warning warning message is removed when closing both manual and green call bubbles. If you’re not using leads, the warning is removed from green call bubbles, but remains for manual calls. Previously, the warning message always appeared, which could lead to lots of time wasted closing warning messages. For more, see Call Booking.

  • Prevent selecting non-matching business units on Call Screen: If you have created your Business Units in a way where they map to specific zones or regions, it’s imperative that your CSRs are booking jobs for the right business unit -- example, the “Plumbing Service - West LA” instead of “Plumbing Service - East LA.” Previously, BUs were grouped by matching and non-matching zones, but CSRs could still select an inapporiate BU for the job. With this new improvement, you can configure your account so that CSRs cannot select non-matching business units. Note: This is only for the Calls screen. For more, see Enter job details.

Dispatch

  • Technicians can now belong to more than one zone: To help pave the way for upcoming scheduling features, technicians can now be assigned to more than one zone at once. The zone they were previously assigned to is now their “Main Zone.” For more, see Set up and use zones.

  • Priority column in the Jobs Tray: You can now make smarter dispatching decisions faster thanks to a new Priority column in the Jobs Tray. Each booked job without a technician automatically appears in the Jobs Tray, and the new Priority column makes it easier to assign the highest priority jobs to your best technicians. For more, see Use the Job Tray.

  • Faster Dispatch Board performance: We’ve improved the way that the Dispatch Board loads data, making the Dispatch Board and Job Tray feel snappier to use. For more, see Use the Dispatch Board.

Equipment

  • New Type column for Equipment Service History: In the last release, we gave you the ability to service equipment using a material. The material would then show up under the Equipment’s Service History in the office and mobile. Now, we’ve added a new Type column to equipment, which tells you if the equipment was serviced with a service or a material. For more, see View equipment history in ServiceTitan Mobile.

  • Servicing Equipment using a Task with a Material Link: In our last release, we gave you the ability to service a piece of equipment with a material in your pricebook. Now, you’ll be able to mark a piece of equipment as “Serviced” using a task from the pricebook that has a material link. Both the Task and the linked Material will now show up under the Equipment’s Service History, and on the respective invoice items. For more, see Service equipment with materials or tasks.

Follow Ups

  • The Opportunities tab in Follow Ups is now Unsold Estimates: Because “opportunities” is used differently by different businesses, we’ve renamed the Opportunities tab to Follow Ups to more closely align with the primary reason you visit that tab. For more, see Follow up on opportunities.

  • Set a time for a follow up: Following up on unsold estimates helps drive your close rate and your revenue. In a previous release, we enhanced the follow up filters in ServiceTitan Mobile based upon your feedback. Now, we’re making it even easier for your selling technicians and salespeople to follow up on unsold estimates they created, allowing them to set both a date and a time to follow up. For example, if the customer is only available in the evenings, technicians can set the follow up time to be at 7:00 PM. Also, if you close out a job with an open opportunity and have permission to use the Follow Ups tab, you can set a specific date and time to follow up. Previously, a follow up was automatically scheduled for two days in the future. For more, see Use the Follow Up tab.

Forms

  • Technician license smart field: You can now include the Technician License smart field in your forms, allowing you to add technician license information to your forms. The Technician License smart field uses the license number in a technician profile, a new profile field added in this release. For more, see Add smart fields to PDF forms.

Invoicing

  • Invoice update for California businesses: When you collect customer signatures on invoices in ServiceTitan Mobile or Visit Assist, the customer invoice now displays the California Contractor State License Board (CCSLB) information for customers to review before they sign. Additionally, you can now edit the CCSLB information in your business unit settings. This ensures your customers understand their rights before they sign their invoices and you have the flexibility to update the CCSLB notification as needed. For more on this feature, see Set up California Compliance Invoices.

Locations

  • Manually enter geographic coordinates for a location: In some cases, such as New Construction, Google cannot validate an address. Now, you can manually enter the longitude and latitude coordinates of a customer location. Once added, your provided coordinates are used by ServiceTitan Mobile, Optimize Technician Route, and Map 2.0. For more, see Customer and location records.

Marketing Pro - Email and direct mail

  • Enhanced email template experience: With this release, we’re further streamlining the way you get and use email templates in Marketing Pro. Improvements include:

    • Request a template: If you have an idea for an email template that hasn’t been made yet, you can now send in a request to have one made by the pros at ServiceTitan. Here’s how it works: select a campaign and trade type, describe the goals you have for the template, and optionally add an example image, and we’ll build the template for you.

    • Preview and edit template details: You can now see and edit template details when previewing a template, including its subject line, preheader, campaign type, tags, as well as who created and last edited the template.

    • Edit and Preview buttons on template cards: You no longer have to click More to edit or preview an email template.

    • New content indicator: When you open the email templates page, email templates created or sent to you in the last 30 days now have a New tag.

    • No Results Found page: When there aren’t any email templates available for your chosen filters, you now see a No Results Found page instead of an empty screen. Also, you can click a link on the No Results Found page to request a new email template.

    For more on email templates, see Create email templates.

Memberships

  • Every other month billing option for memberships: You can now configure a periodically billed membership type to be billed every other month. This gives you additional flexibility in how you set up memberships. For more on this feature, see Create membership types.

Payment Collections

  • Enhancements to Payment Collections: We’ve made a range of improvements to Payment Collections:

    • If there is available credit on an estimate, upon booking a job from this estimate, the credit is now auto-applied to the invoice of the next job. This reduces the steps you need to take to apply available credit to an invoice.

    • When enabling Payment Collections in Settings, the Payment Actions screen is replaced with Payment Collection. Functionality of the screen remains the same.

    • For more on this feature, see Set auto apply rules for payments and All Payments report.

Payroll and timesheets

    • Gross Margin in Job Costing tool:
    • Gross Margin in Job Costing tool: The Profit section of the Job Costing tool now refers to Gross Margin and % Gross Margin for what was previously called Profit and % Profit. The new labels more accurately reflect the calculated Key Performance Indicator (KPI). For more on this feature, see Run the Job Costing tool.

Pricebook Connect

  • Custom edited fields are tagged when updating items: Now, when you update a pricebook item from a provider catalog using Pricebook Connect, any custom changes you made to an editable field is tagged. This alerts you to exclude that field from the update so you don’t accidentally overwrite your changes. For more on this feature, see Update your pricebook with Pricebook Connect.

Reporting

  • Gross Margin columns in Jobs report template: The Profit and Profit % columns in the Jobs report template have been renamed Gross Margin and Gross Margin %. The new names more accurately reflect the calculated Key Performance Indicator (KPI). For more on this feature, see Run job costing reports.

  • Gross Margin and Total Revenue columns in Project Job Costing report template: The Project Job Costing report template now includes columns for Gross Margin, Gross Margin %, and Total Revenue. This gives you additional tools for measuring the profitability of a project. For more on this feature, see Project Job Costing report template.

  • New membership columns in Business Unit Performance report template: The Business Unit Performance template has two new columns:

    • Memberships Cancelled—Number of canceled memberships where the business unit (BU) filter corresponds with the membership BU

    • New Sold Memberships—Number of new memberships that are sold where the BU filter corresponds with the membership BU

    For more on this feature, see Business Unit Performance report template.

Sign in

  • One-way user account sync from Go to NEXT/training mode environments: We’ve made it even easier to sign in to NEXT/training environments by automatically synchronizing usernames and passwords from Go environments to NEXT/training mode. You can use your current username and password in Go in NEXT/training mode and Practice environments. If you change your password in Go, your password is automatically updated in NEXT and training environments. Also, key account related information in your employee or technician profile, including name, email address, phone number, verification status and more are also synchronized from Go to NEXT and training environments. For more, see Using ServiceTitan NEXT.

  • Improved visibility of environment type when signing in: When you sign in to either NEXT or training environments, you now see a tag that indicates you aren’t signing in to your primary account but instead a training or testing account. Note that data you see in NEXT and training environments is sample data, and will not affect the integrity of your company data. For more, see Using ServiceTitan NEXT.


FIXES

  • Invoicing: If you have task name enabled for service items on customer invoices, the task name now also displays on the Online Portal and Customer Portal. This ensures that all invoices are consistent, regardless of where you’re viewing it from.

  • Invoicing: The customer invoice displayed in online payments excludes items on the adjustment invoice if the adjustment invoice is billed to a different customer. This ensures that your customers have the same view of the invoice, regardless of where they’re viewing it from.




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