--- title: "Create email surveys" slug: "create-email-surveys" updated: 2026-10-16T01:02:46Z published: 2026-10-16T01:02:46Z canonical: "help.servicetitan.com/create-email-surveys" --- > ## 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. # Create email surveys ## Overview Create email surveys to request reviews from your customers on popular social media and review platforms. When creating surveys, you can prioritize the review sites included in the email. This helps you maintain a balanced presence across your supported platforms. ## Setup ### What you need to get started To create email surveys, your account must have Marketing Pro Reputation Management. To get started with Marketing Pro Reputation, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro/marketing), or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM). ### Required permissions The *Can access ServiceTitan Marketing Pro module* permission is required to access and use the *Marketing Pro* module in ServiceTitan. To have this permission enabled, please contact the account administrator on your team. ### Quick start guide for Advanced Survey Creation settings To create an email survey using the [Advanced Setup](/roofing/docs/use-advanced-setup-to-create-an-email-survey-1), you must first enable the Advanced Survey Creation feature: 1. Go to the navigation bar and click **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-surveys-image-v4p17r2a.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A43Z&se=2026-11-01T19%3A46%3A43Z&sr=c&sp=r&sig=pP%2BD98iwWO%2BoelVprL390YQkbdlNbv8k4eZNLjn6KPI%3D)**. 2. In the side panel, go to **Marketing > Reputation Management**. 3. Select the **Advanced Surveys** tab. 4. Turn on the **Enable Advanced Survey Creation** toggle. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-surveys-image-1tps4xzq.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A43Z&se=2026-11-01T19%3A46%3A43Z&sr=c&sp=r&sig=pP%2BD98iwWO%2BoelVprL390YQkbdlNbv8k4eZNLjn6KPI%3D) ## Best practices We recommend using the Default Setup when creating your email surveys. Using the Advanced Setup can lead to a decrease in the number of generated reviews. For more, see [Use Default Setup to create an email survey](/roofing/docs/use-default-setup-to-create-an-email-survey-1). ## Create email surveys Create and send survey requests to your customers through email, helping your business generate more online reviews. You can create email surveys in two different ways: - [Use Default Setup to create an email survey](/roofing/docs/use-default-setup-to-create-an-email-survey-1): This option provides customization in how a survey is delivered, the content of the survey, and how the survey is targeted. - [Use Advanced Setup to create an email survey](/roofing/docs/use-advanced-setup-to-create-an-email-survey-1): This option provides advanced features, such as landing pages. Use this setup option if you're looking for a higher degree of audience segmentation. > [!NOTE] > **Note:** Using the Advanced Setup may limit the reach of your survey and the number of reviews generated. After you create them, email surveys are sent to the primary email address on the Customer Record. ## Manage email surveys Manage all your surveys on the *Review Generation* screen, saving you time and effort. You can also view details for each survey, helping you monitor their performance. - [Manage surveys](/roofing/docs/manage-surveys-1) ## Troubleshooting and FAQ ### Troubleshooting Check out common troubleshooting articles for email surveys. Each article provides a clear, step-by-step solution. - [Reputation review survey request wasn't sent](/roofing/docs/reputation-review-survey-request-wasn-t-sent) - [The 'Resend Survey' button isn't working on the Review Requests page](/roofing/docs/the-resend-survey-button-isn-t-working-on-the-review-requests-page) - [Can't add and save Business Unit to Reputation Survey or Reputation Location](/roofing/docs/can-t-add-and-save-business-unit-to-reputation-survey-or-reputation-location) - [Reputation review request survey appears as sent even though the customer's Job Notifications are off](/v1/docs/why-are-review-requests-sent-when-job-notifications-are-off) ### FAQ --- ### #### Can you create both email and SMS review requests for the same business unit? No, you can’t. You can create either email or SMS for each business unit (BU). For example, if a user has an East BU and a West BU and they create an email review for the East BU, then they cannot create an SMS review for the same East BU, but in this case, they have the option to create either SMS or email for the West BU. #### How do I edit text in job completion surveys? To edit text in job completion surveys, you need to access the survey settings through the appropriate setup method. - For SMS surveys, go to **Marketing > Review Generation > Edit > Prompt step**, where you can modify the Message Text. - For email surveys, navigate to the same area but edit the Email Subject, Headline, and Message Text fields. You can use merge tags to personalize the content by dragging them into your message. 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) 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) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Automated SMS or email requests sent to customers post-job asking them to leave a review on Google or other platforms. **What it does:** Increases review volume and star ratings — directly impacting organic search rankings and inbound lead flow. **Also called:** Review ask, Post-job review prompt **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns