Understanding employee and technician permission roles

Default Permissions for Admin

By default, an Admin CAN

• Perform all functions in ServiceTitan, adjust account settings, and control permissions for all ServiceTitan users

Default Permissions for Dispatchers

Dispatchers can do anything from scheduling jobs and dispatching technicians, and even filling in as CSRs as needed. Due to the nature of their roles, they are allowed more permissions to help their team in many areas.

By default, Dispatchers CAN

• Perform all major functions in ServiceTitan related to dispatching duties, including job booking, scheduling, dispatching, and job workflow

By default, Dispatchers CANNOT

• Reclassify calls

• Edit payment with saved authorization code

• View reports related to accounting, technician performance, marketing, or operations

• View or edit technician payroll information

• Edit forms

• View or edit technician or employee settings and passwords

Default Permissions for Accounting

By default, Accounting CAN

• Perform all major functions in ServiceTitan related to accounting duties, including invoicing, posting, batching, and exporting

• View reports related to accounting

By default, Accounting CANNOT

• Reclassify calls

• Edit payment with saved authorization code

• View all scheduled reports

• Have remote access

• Edit phone settings

• Edit forms

• View or edit technician payroll settings

• View or edit technician or employee settings and passwords

• Edit business unit information

• View reports related to operations

Default Permissions for Field Managers

By default, Field Managers CAN

• Perform all major functions in ServiceTitan related to CSR duties, including invoicing, job workflow, and dispatching

By default, Field Managers CANNOT

• Reclassify calls

• Edit payment with saved authorization code

• View all scheduled reports

• Edit notes

• View or edit technician payroll settings

• View or edit technician or employee settings and passwords

• View reports related to accounting, marketing, or operations

Default Permissions for Technicians

Technicians have access to ServiceTitan Mobile only: they cannot log in to ServiceTitan desktop. And in ServiceTitan Mobile, technicians only have access to the jobs and customers assigned to them.

By default, Technicians CAN

• View upcoming job assignments, based on your mobile settings

• View job and location details

• View maps and driving directions to service locations

• Write notes for a job

• Dispatch / Arrive / Complete a job

• Add purchase orders to a job

• View and complete forms

• Listen to call recordings

By default, Technicians CANNOT

• Access ServiceTitan desktop

• Delete payments

• Book jobs

• Reschedule jobs

Default Permissions for Sales Managers

By default, Sales Managers CAN

• View alerts and customer records, including statements

• View location records and estimates

• View and edit jobs

• Convert or sell estimates

• Edit invoices and invoice items

By default, Sales Managers CANNOT

• Edit payments

• Delete payments

Default Permissions for CSRs

Customer Service Representative (CSRs) take calls and interact with customers, but they're not responsible for scheduling and dispatching.

By default, CSRs CAN

• View alerts and customer records, including statements

• View customer statements

• View estimates

• Email invoices to customers

• Book and view jobs

By default, CSRs CANNOT

• Delete invoice items

• Edit purchase orders

• Edit or delete payroll adjustments

Default Permissions for General Office

By default, General Office CAN

• View alerts

• View and edit customer records

• View customer statements and location records

• Convert and sell estimates

• Email invoices to customers

• Book and view jobs

By default, General Office CANNOT

• View or edit scheduled reports

• Add appointments

• Send messages