Can I delete a customer or location record, or only deactivate it?

Problem

You need to remove a customer or location record in ServiceTitan. You want to know if you can delete or deactivate the record and how to accomplish this.

Solution

You can't delete customer and location records, you can only deactivate them. Follow the steps below to deactivate a customer or location record in ServiceTitan.

Deactivate a customer record

1. Make sure you have the Activate/deactivate customer permission enabled. If it's not enabled, contact the account administrator on your team.        

   Tip: If you have the Activate/deactivate customer permission enabled but you still don't see the option to deactivate, clear your browser cache and try again.

2. Search for and open the customer record you want to deactivate.

3. Click Edit at the top of the record, next to the customer's name.

4. Click Deactivate.        

   Note: This action does not deactivate the location records associated with this customer. To deactivate the customer's service locations, follow the steps to deactivate each of their location records. To reactivate a customer record, follow the same steps above and click Activate.

           Remember, deactivating a customer record does not delete it. It simply makes the profile inactive.    

When you deactivate a customer record:

• It no longer shows up in search on the Call Booking screen.

• It remains visible on any location records it's associated with.

• It can still be found in Global Search.

• It can still be found in Record Search by using the Customer > Inactive filters.

Deactivate a location record

1. Make sure you have the Activate/deactivate location permission enabled. If it's not enabled, contact the account administrator on your team.        

   Tip: If you have the Activate/deactivate location permission enabled but you still don't see the option to deactivate, clear your browser cache and try again.

2. Search for and open the location record you want to deactivate.

3. Click Edit at the top of the record, next to the location's name.

4. Click Deactivate.        

   Note: This action does not deactivate the customer record associated with this location. To deactivate the location's customer record, follow the steps to deactivate the customer. To reactivate a location record, follow the same steps above and click Activate.

Remember, deactivating a location record does not delete it. It simply makes the profile inactive.

When you deactivate a location record:

• It no longer shows up in search on the Call Booking screen.

• It hides the location from the customer record it's associated with.

• It can still be found in Global Search.

• It can still be found in Record Search by using the Location > Inactive filters.