Problem
Users can't see a marketing campaign on their Marketing dashboard, Modular Dashboard, or Campaign Summary reporting because they either deactivated the campaign in their settings or created the campaign in the wrong place. Follow the steps below to help resolve the issue.
Solution
Campaigns can be created three different ways in ServiceTitan:
On the legacy Campaign Settings page (Settings > Operations > Campaigns)
In the Marketing module (either Marketing > Pro Campaigns if you're using Marketing Pro, or Marketing > Campaigns if you're not using Marketing Pro)
Automatically syncing into ServiceTitan if you're using the Ads feature and have linked an Ads account in the Marketing Integrations Settings.
Creating a campaign in the Marketing module will automatically create a linked version of it on the legacy Campaigns Settings page. The legacy Campaigns page will show all campaigns in ServiceTitan regardless of where they were created. Campaign names must be unique in ServiceTitan, so if there's a campaign name on the legacy Settings page that matches a campaign name exactly in the Marketing module, this is an indication that it was created directly in the Marketing module.
A campaign may not appear in any campaign reporting if it was either deactivated in the legacy Campaign Settings page or if it was created in the wrong place in ServiceTitan.
Campaigns should only be created in the Marketing module if they'll be launched from the Marketing module in ServiceTitan. If a campaign was already launched outside of ServiceTitan, then it should be created on the legacy Campaign Settings page instead. If a campaign was created in the Marketing module and hasn't been launched yet (i.e. it's still in Draft status), it will not appear in any campaign reporting until it's been launched.
Follow the workflow steps to resolve the issue if a campaign isn't appearing as expected.
Find the campaign in the Marketing module, and then follow the relevant steps below based on the campaign's status:
If the campaign was deactivated/archived: Reactivate the campaign in Settings & unarchive it in the Marketing module.
If the campaign is in Draft status and needs to be launched from ServiceTitan: Launch the marketing campaign.
If the campaign is in Draft status and does NOT need to be launched from ServiceTitan: Deactivate the campaign in the Marketing module and recreate it as a legacy campaign.
Find the campaign in the Marketing module
Go to the Marketing module to find the campaign and confirm its status.
Go to the navigation bar and click Marketing
.In the side menu, click either Pro Campaigns (if you have Marketing Pro) or Campaigns (if you do not have Marketing Pro).
Check the Automated and One-time tabs and the Archived Campaigns page to find the campaign in question. Once the campaign is located, follow the relevant workflow below based on the campaign's status to resolve the issue.
If the campaign was deactivated/archived, follow the steps in the Reactivate the campaign in Settings & unarchive in the Marketing module.
If the campaign is in Draft status and needs to be launched from ServiceTitan, follow the steps in the Launch Marketing campaign section.
If the campaign is in Draft status and does NOT need to be launched from ServiceTitan, follow the steps in the Deactivate Marketing campaign in the Marketing module and recreate it as a legacy campaign section.
Reactivate the campaign in Settings & unarchive it in the Marketing module
If a campaign was deactivated on the Settings > Operations > Campaigns page, this will automatically archive the campaign in the Marketing Dashboard and hide it from view. Follow the steps below to reactivate the campaign and unarchive it in the Marketing module.
Once the campaign is located in the Marketing module, see if there's a No symbol next to the Name.
If there's a No symbol next to the campaign's name, click the three dots next to the campaign and select Unarchive to make the campaign visible on the main campaign page.
If there is a No symbol next to the campaign's name, click on the three dots for that campaign, and then click Manage Status to access the legacy Campaign Settings.
On the legacy Campaigns page, filter for inactive campaigns and locate the campaign in question.
Once the inactive campaign is located, select the checkbox next to the campaign, and then click the Activate button at the top.
A Confirmation activation popup should appear. Click Confirm to activate the campaign.
If needed, go back to the Archived Campaigns page in the Marketing module and unarchive the campaign.
Launch Marketing Campaign
If the campaign does need to be sent through the ServiceTitan Marketing module, follow the steps below to launch the campaign, after which point the campaign should appear in campaign reporting.
Go to the navigation bar and click Marketing
.From the left menu of the Marketing module, click either Pro Campaigns (if you're using Marketing Pro) or Campaigns (if you're not using Marketing Pro).
Find the campaign in question, click the three dots next to the campaign, and select Edit.
Finish setting up the entire campaign as desired in the Campaign Builder (including tracking number, template, audience, etc.), and then click Launch Campaign on the Review & Submit step to schedule the campaign.
Note: This Knowledge Base article provides more information on creating an email campaign if you're using Marketing Pro: https://help.servicetitan.com/how-to/create-email-campaigns.
Note: This Knowledge Base article provides more information on creating SMS Recurring Service campaigns: https://help.servicetitan.com/how-to/create-recurring-service-campaigns-using-sms.
The campaign will appear in the Modular Dashboard scorecards and in Campaign Reporting once it goes Live.
Deactivate the campaign in the Marketing module and recreate it as a legacy campaign
If the campaign was already launched outside of ServiceTitan, follow the steps below to deactivate the campaign in the Marketing module and recreate it as a legacy campaign instead. Once the campaign is recreated in the legacy Campaign Settings, it should appear in campaign reporting.
Go to the navigation bar and click Marketing
.From the left menu of the Marketing module, click either Pro Campaigns (if you're using Marketing Pro) or Campaigns (if you're not using Marketing Pro).
Find the campaign in question, click the three dots next to the campaign, and select Archive to deactivate the campaign.
Next, click the gear icon in ServiceTitan to access the General Settings, and then go to Operations > Campaigns.
Click the Add button at the top.
On the Add a Campaign page, set up the campaign details as desired.
Click Save to save changes.
Note: Make sure to reassign the desired tracking number to the new campaign on the (Settings > Phones > Phone Numbers) page.
Check your desired campaign reporting to ensure the newly-created campaign is appearing correctly. If it still doesn't appear, reach out to the ServiceTitan Support Team for further assistance.