--- title: "Can’t match tech or job to public review" slug: "can-t-match-tech-or-job-to-public-review" updated: 2026-10-16T00:51:54Z published: 2026-10-16T00:51:54Z canonical: "help.servicetitan.com/can-t-match-tech-or-job-to-public-review" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Can’t match tech or job to public review ## Problem ServiceTitan's Reputation Management technician matching logic may not match the expected technician to the review. ## Solution Here are several different workflows you can try to help resolve the issue: - [Check Technician Working Time](/roofing/docs/can-t-match-tech-or-job-to-public-review#check-technician-assignment) - [Check if Auto Verification is Enabled](/roofing/docs/can-t-match-tech-or-job-to-public-review#check-if-auto-verification-is-enabled) - [Reassign Review to Correct Tech/Job](/roofing/docs/can-t-match-tech-or-job-to-public-review#reassign-review-to-correct-techjob) - [Use the Can't Verify tag for unmatchable reviews](/roofing/docs/can-t-match-tech-or-job-to-public-review#use-the-cant-verify-tag-for-unmatchable-reviews) ### Check Technician Assignment ServiceTitan's Reputation Management allows you to match each public review to a job and its designated technicians. How technician matching logic works is the system will automatically pull all the technicians that have been assigned to the job at some point. If there's a review that's matched to a seemingly incorrect technician, check the job's Audit Trail to confirm whether the technician was assigned at some point to that job. Even if the system automatically matches the selected job to all of the techs that have been assigned at one point, you can edit the review's match afterwards and uncheck all of the irrelevant techs. If the system won't let you save your edit to the review's match, reach out to ServiceTitan Support for further investigation. ### Check if Auto Verification is Enabled If there are many reviews that are being matched to the incorrect job/tech, see if you have **Auto Verification** enabled. Reputation Management's Auto Verification feature uses machine learning to consider several factors (such as customer name, the tech mentioned, date review was left, etc.) and then automatically verifies and matches each public review based on what the system considers to be the most relevant job and tech. Auto Verification is known to not be 100% accurate, which is stated when enabling the feature. Enabling it comes with the risk that some reviews may not be auto-matched to their correct job, which is why it's encouraged to still double-check each auto-verified review and then manually re-match to the correct job if needed. Check if Auto Verification is enabled, and then disable it in Settings if desired. 1. In ServiceTitan, go to **Settings**. 2. Next, go to **Marketing Pro > Reputation Management**. 3. Check the *Auto-Verify Reviews* section. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-match-tech-or-job-to-public-review-image-zedwu4gf.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A56%3A15Z&se=2026-11-01T20%3A56%3A15Z&sr=c&sp=r&sig=xia8UVpHquo2ynM7ySzXVaAYr%2FRFO8tiaTVPCPza2dc%3D) 4. If the *Enable Auto-Verify* toggle is enabled, this means Auto Verification is automatically matching each review to the job that the system considers to be the most relevant. This will lead to some reviews not being matched to the correct job due to Auto Verification not being 100% accurate. To turn off Auto Verification (so that all reviews will need to be manually matched going forward), click on the *Enable Auto-Verify* toggle so it's grayed out. 5. If Auto Verification is already off or if an auto-verified review needs to be reassigned to a different job, move on to the [Reassign Review to Correct Tech / Job](/roofing/docs/can-t-match-tech-or-job-to-public-review#reassign-review-to-correct-techjob) section. ### Reassign Review to Correct Tech/Job To fix a review that was matched to the incorrect job or tech, edit the review's job details to find and assign the correct job. 1. In ServiceTitan, click on the speaker icon in the top navigation bar to access the Marketing Pro module. 2. Click on *Reviews* under the Reputation section. 3. Find and click into the review that was matched to the incorrect job. 4. In the review flyout, click *Edit* under Job Details. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-match-tech-or-job-to-public-review-image-qs0bljaq.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A56%3A15Z&se=2026-11-01T20%3A56%3A15Z&sr=c&sp=r&sig=xia8UVpHquo2ynM7ySzXVaAYr%2FRFO8tiaTVPCPza2dc%3D) 5. Enter the desired job's *Start Date* first. Next, enter the *Job Status*, *Technician*, and *Job Number* for the correct job that the review was generated from. The *Customer* field will usually auto-populate after selecting the *Job Number*. > [!NOTE] > **Note:** If the job was rescheduled at some point, try using the job's original *Start Date* if the current *Start Date* doesn't pull up the desired job. > [!NOTE] > **Note:** The correct job should have a tech assigned in order to be eligible to match the review. If the job that generated the review does not have a tech assigned, it cannot be matched to a review. See the Use the *Can't Verify* tag for unmatchable reviews section below in that case. 6. Click **Save** to save changes to the review's match. ### Use the Can't Verify tag for unmatchable reviews 1. In ServiceTitan, click on the speaker icon in the top navigation bar to access the Marketing Pro module. 2. Click on *Reviews* under the Reputation section. 3. Find the review that can't be matched to any jobs in ServiceTitan. 4. Click on the three dots next to the review, and then select *Verify* from the dropdown menu. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-match-tech-or-job-to-public-review-image-yafwt8co.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A56%3A15Z&se=2026-11-01T20%3A56%3A15Z&sr=c&sp=r&sig=xia8UVpHquo2ynM7ySzXVaAYr%2FRFO8tiaTVPCPza2dc%3D) 5. In the *Verify Match* flyout, check the *Can't Verify* box to automatically apply the 'Can't Verify' tag to that review. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/cant-match-tech-or-job-to-public-review-image-2cdkjcby.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A56%3A15Z&se=2026-11-01T20%3A56%3A15Z&sr=c&sp=r&sig=xia8UVpHquo2ynM7ySzXVaAYr%2FRFO8tiaTVPCPza2dc%3D) ### Related Content - [Manage reviews](/roofing/docs/manage-reviews) - [Reputation - FAQ](/roofing/docs/reputation-faq) Tools for requesting, monitoring, and responding to online reviews across Google, Yelp, and other platforms. **What it does:** Protects and grows a business's online reputation — the primary driver of inbound calls — by automating review requests and responses. **Also called:** Review management, Online reviews **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A downloadable log of who changed what record and when. **What it does:** Provides change history for accountability, error investigation, and compliance across teams. **Also called:** Change history **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)