Service Titan Knowledge Base

Release Notes ST–52

About this release

April showers brought May flowers, a timesheets and performance pay package, and fewer steps to resolve QuickBooks export errors! This release also brings improvements to the mobile follow up experience, new marketing filters, and a way to measure which business unit is generating the most leads. Visit ServiceTitan Academy to enroll in the ST-51 Release Notes Training course and take a look at the Release Notes Overview on YouTube!


New

Payroll and timesheets

  • Timesheets and Performance Pay: Timesheets and Performance Pay is a multi-featured package that enables you to capture, communicate, and customize gross pay for your entire team’s payroll. At the end of each pay period, run detailed reports that you can export for payroll processing. Features include:

    • Office Timesheets—Track paid hours for your office team

    • Technician Timesheets—Track paid hours for your technicians

    • Payroll Sign-off—Send out individual payroll for sign-off to reduce payroll errors

    • Timesheet codes—Set codes and pay rates for non-job events like training and meetings

    • Payroll Adjustment—Make payroll adjustments while accurately tracking job costing

    • Earnings codes—Map pay types in ServiceTitan to your payroll processor’s earnings codes to streamline payroll exports

    • Master Pay File—Run reports on all paid activities including hourly pay, performance pay, and payroll adjustments

    For more, see Timesheets and Performance Pay.


Improvements

ACCOUNTING

  • Fewer steps to resolve QuickBooks export errors: Resolve your QuickBooks export errors more efficiently! When you get an export error, you can now click the link in the export error report and you’ll be directed to the article in the Knowledge Base which provides steps on how to resolve this error. For more on this feature, see Resolve QuickBooks Desktop integration export error messages.

  • ServiceTitan account name added to payment auto-batch error emails: When receiving payment auto-batching error emails, the ServiceTitan account name is now included on the first line of the email body. This gives you the ability to quickly identify which account the error is coming from. For more on this feature, see Guide to ServiceTitan Payments auto-batching.

  • Identify ServiceTitan fields on Transaction Reconciliation Report: ServiceTitan fields on the Transaction Reconciliation Report are now appended with ST to differentiate them from fields that come from your accounting system. For more on this feature, see Transactions Reconciliation Report-QBD.

  • Automatically bypass $0 payments exported to QuickBooks: Exporting $0 payments to QuickBooks caused errors requiring a manual bypass to resolve them. Now $0 payments are automatically bypassed, making the process more efficient. For more on this feature, see Bypass exporting a batch to accounting software.

  • Hide dependent entity errors on Export Error Report: Dependent entity errors occur when items on a transaction have errors. Since these errors are informational you can now view or hide the errors on the Export Error Report. For more on this feature, see Export error report guide.

  • Improved performance for the new ServiceTitan Web Connector to QuickBooks Desktop: Sync objects as you export helps you efficiently map ServiceTitan customers to QuickBooks customers. It’s now improved to work better when exporting to QuickBooks files with large customer lists. For more information on this features, see Understand data mapping to QuickBooks Desktop.

CRM

  • A job can only have 365 appointments: To maintain system performance, a job cannot have more than 365 appointments. You receive a warning when you reach 360, telling you that you have five left. For more on this feature, see Manage Appointments.

  • ServiceTitan Mobile syncs when jobs are added to a project: Previously when jobs were added to a project on the office side, they weren’t detected in ServiceTitan Mobile unless the app was synced. The app was usually synced when signatures were collected but if this step was bypassed, the new job would not show up in Mobile. Now the mobile app automatically syncs when jobs are added to a project. This way technicians always see an accurate list of their jobs and projects. For more on this feature, see Manage Projects.

  • New Search screen as default: When enhanced search was initially released, the old search was left as the default option. The new search experience is now the default option when you go to the search screen. For more on this feature, see Search.

Dispatch

  • Choose what triggers the Reschedule Reason Survey (RRS): If you find RRS triggers too frequently, you can now decide between the default setting of rescheduling and reassignments triggering the survey, or reschedule alone triggering it. For more on this feature, see Ask dispatchers why jobs were rescheduled.

Estimates

  • Sold by auto-populates in office estimates: Sold by auto-populates with the name of the person who created the estimate instead of the first name listed alphabetically. You can still select other names from the dropdown, but the first name that’s selected by default is the creator of the estimate. For more on this feature, see Estimates and Sales FAQs.

Finance

  • Rule-based financing added to Service Finance: You can now create custom rules for Service Finance that allow you to customize which plans are offered in specific scenarios based on business unit and price. For more on this feature, see Get Started with your Service Finance integration.

Marketing

  • Filter Marketing Analytics pages by invoice business units: On all Analytics pages in Marketing, you can now save time when searching for campaigns by using the business unit (BU) filter to drill down the campaigns per the invoice business units they cover. For more on this feature, see Use marketing analytics and Manage Marketing Pro functions.

  • Year to Date filter added to the Daypicker: As a marketer you can now use the Year to Date filter to search for campaign performance from the beginning of the year to the current date instead of choosing two date ranges to get the same result. For more on this feature, see Use marketing analytics.

Marketing Pro - Email and direct mail

  • Go to the Campaign Details Page from the main dashboard: To easily track the performing campaigns, we created a method so you can now navigate to the Campaign Details Page in Analytics by clicking on a card in the Marketing Scorecards section of the Modular Dashboard. Note: The date range and BU filter selected from the dashboard are preserved on the Campaign Details Page so the KPIs on the dashboard and CDP are consistent. For more on this feature, see Marketing Scorecards.

  • New email and direct mail campaign types: When creating a campaign, you can now select Recurring Service, Newsletter, Thank You, or Customer Welcome as a campaign type. This helps you manage and organize different types of campaigns you run. For more on this feature, see Create and edit SMS campaigns.

  • Improved audience builder: When editing the Select Audience step in an Email, SMS, and Direct Mail campaign, you can now go directly to the page of the selected audience. Before, when going back to the Select Audience step from the Create Text Message step, it took you to the first page of the step. Now the browser opens directly to the page on which the selected audience is. For example, if the audience name is on page five, the improved audience builder directs you by default to page five when you open the Selected Audience step. For more on this feature, see Create and edit audiences and Create and edit SMS campaigns.

Marketing Pro - Reputation

  • Improved survey creation flow: We’ve created a better flow for survey creation so you can efficiently set up your surveys. You can now easily find available fields, added guides in the creation workflow, and improved the campaign triggers. For more on this feature, see Create SMS surveys and Create email surveys.

  • Remove canceled or failed locations: You can now remove the locations that ended up as Failed or Canceled so that you can use the business units that were added to those locations. You can then use the business units for different locations. For more on this feature, see Getting Started with Reputation Management.

  • Customers can create different flows for the landing page: You can now get only positive feedback on landing pages. If a customer has positive feedback, the landing page proceeds to the listing selection step. But, if the customer gives poor feedback, the survey asks them to leave an internal review that is sent directly to the emails you mentioned, and they appear in your review list. This prevents poor customer feedback displaying on a landing page. For more on this feature, see Create SMS surveys and Create email surveys.

Mobile

  • PDF plugin upgrade: The PDF plugin used in ServiceTitan Mobile has been upgraded. The latest version offers better performance and stability, and contains other improvements like correctly saving annotations. Download the latest version of ServiceTitan Mobile from the App Store or Google Play for this upgrade to take effect. For more on ServiceTitan Mobile and other mobile features, see Mobile Handbook.

  • Mobile Follow Up improvements: We have made improvements to the mobile follow up experience:

    • Email and text alerts can be added to reminders, so technicians don’t forget to follow up. These alerts can be set during closeout or in the follow up tab. Reminder confirmations show if a text alert, email alert or both have been set.

    • We moved the Log a Follow Up button and associated action buttons to the top of the screen to make them more noticeable.

    • Clicking Log a Follow Up now brings up a field at the bottom of the screen to type notes into.

    • If an office user updates a follow up, it automatically updates on the mobile side. The edits show in the office and mobile audit trail.

    • Updating follow up dates cancels text or email alerts that have been set up, so when an office user attempts to change the date of a follow up that has an alert set up, they receive a warning that they are canceling an alert a technician has set up.

      For more on this feature, see Use the Follow Up tab.

  • Retain navigation location after searching and adding or replacing items on an invoice or estimate in ServiceTitan Mobile: When technicians search for items and then add or replace an item on an invoice or estimate, they now return to the previous search results when clicking the Back button. This lets them add or replace another item without having to search from scratch, which helps them build invoices and estimates faster. For more on this feature, see Add or remove items on an estimate and Replace items on invoices and estimates in Mobile.

  • Email required for applicants applying for a Service Finance loan in ServiceTitan Mobile: Customers are now required to enter an email when submitting a Service Finance loan. This ensures that all applicants are receiving the proper electronic communications regarding their loans. For more on this feature, see Offer Service Finance loans to customers in ServiceTitan Mobile.

Payments

  • Mobile deposits on sold estimates: When technicians collect deposits in mobile for sold estimates they can easily tell if the deposit was successful. The technician can see the remaining balance and paid amounts in the payment page and also in the sold estimate page. For more on this feature, see Collect a payment on ServiceTitan Mobile.

Pricebook

  • Alphabetically order a material item added to an existing list of materials used with a service: When adding a material item to an existing list of materials in the Materials tab of the Edit Service screen, the list now remains in alphabetical order instead of shuffling out of order to help you quickly find what you’re looking for. For more on this feature, see Edit pricebook items.

  • New in-line bulk editing of the Primary Vendor field: When in-line editing material and equipment items, you can now quickly make bulk updates to the primary vendor without going to another screen. For more on this feature, see Bulk edit pricebook items.

  • Add PDF attachments from a provider catalog to your pricebook through Pricebook Connect: When a PDF attachment is added to a service in a provider catalog, it shows up as an Attachment field update on the Updates screen of Pricebook Connect. You can accept the field update to add the PDF to the service in your pricebook. For more on this feature, see Update your pricebook with Pricebook Connect.

Projects

  • Enhanced project searches: You can now search with project related filters such as project name, start and completion dates within global search so it’s easy to find the project you’re looking for. For more on this feature, see Search for records.

Reporting

  • Identify adjustment invoices on the AR Transaction Report: You can see adjustment invoices separately from the original invoices on the AR Transactions report. This makes account reconciliation easier. For more on this feature, see AR Transactions report.

  • Report on business unit lead generation: The Estimates report template includes a new column option,Lead Generated From Business Unit. This column lists the business unit (BU) of the job that generated the lead that an estimate was sold on. This helps you to measure how well a BU generates leads. For more on this feature, see Estimates report template.

  • New KPIs in built-in revenue reports: The built-in Business Unit Dashboard - Revenue and Technician Dashboard - Revenue reports include new key performance indicators (KPIs) that report on adjustment and membership revenue. Those without access to custom reports can now get a more complete view of revenue that matches the Modular Dashboard. The Business Unit Dashboard - Revenue report adds the following KPIs:

    • Non-Job Revenue

    • Adjustment Revenue

    • Total Revenue

    The Technician Dashboard - Revenue report adds the following KPIs:

    • Adjustment Revenue

    • Completed Revenue with Adjustments

    For more on this feature, see Business Unit Dashboard - Revenue report and Technician Dashboard - Revenue report.

  • New KPIs available for visual reporting: You can now build year-over-year and month-over-month graphs for Total Revenue, Total Sales, and Opportunity Job Average. This gives you more tools to chart the growth of your business. Also, the Income KPI name has been changed to Completed Revenue, but the calculation is the same. For more on this feature, see Month-over-Month Analysis report template and Year-over-Year Analysis report template.

  • New Gross Margin KPIs: The Technician Performance report template includes two new KPIs:

    • Gross Margin per Job Hour—Gross margin divided by hours a technician worked on jobs

    • Gross Margin per Paid Hour—Gross margin divided by a technician’s total paid hours

    Gross margin is total revenue minus total costs on jobs the technician completed. This gives you additional tools for measuring technician efficiency. For more, see Technician Performance report template.

  • New KPI tracks where job leads come from: The Jobs report template now includes the Lead Generated From Source KPI. If a job (or sold estimate that a job was booked from) was generated through a technician lead, the KPI shows the division of the job where the lead was generated. Otherwise, the job is considered generated by a Marketed Lead. This gives you insight into which of your divisions are pursuing leads. For more, see Jobs report template.


FIXES

  • Payment Collection:

    • Correctly report invoice balances on the Payment page when an invoice has a negative balance and the adjustment invoice has a positive balance.

    • Display payments collected on blank or $0 invoices in ServiceTitan Mobile so the technician can verify the payment was processed.

    • When payment is created and applied at the same time, populate the BU of the payment to match the BU of the invoice when the payment applies to one invoice, regardless of where the user performs this action.

  • Media fixes:

    • We fixed an issue certain technicians were experiencing when using Phone Capture that blocked them from receiving a text message with the link to upload job related media files.

    • We fixed an issue that caused videos that were uploaded to the customer or location records to not play.Note: This only affects videos uploaded moving forward. If you want existing videos to play, they must be downloaded, deleted from the customer or location record, and then re-uploaded.

  • Support: A fix in Partner Portal ensures you’re able to start chat with our Support team when you click Help icon-info.png in the navigation bar.




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