Dispatching Home

ServiceTitan's dispatching features help your office staff properly manage technician schedules and coordinate job appointments. With a simple point-and-click, jobs can be extended, shortened, or rescheduled, making it easy to ensure everyone stays on time.

Setup

What you need to get started

To prepare for dispatching workflows in ServiceTitan, we recommend that you set up skills and business units so you can use the Dispatch Board optimally.

Note: Account configuration is required to set up skills. Please contact Technical Support for details.

Onboarding

To get started with dispatching workflows in ServiceTitan:

1. Use the Dispatching icon and alert glossary to learn how to identify items in the Dispatch Board and Job Tray.

2. Use the Daily Board or Use the new Daily and Weekly Dispatch Board and Weekly Board to manage technicians and job appointments in various statuses.

3. Use the Daily Job Tray and Weekly Jobs Tray to manage unassigned job appointments, job alerts, and more.

4. Use the Schedule Board to filter your calendar and keep an eye on longer projects, jobs, and appointments.

New and upcoming dispatching features

In the Settings > Dispatch Board > New & Upcoming Features section, you can view the latest updates and upcoming features for Dispatching. If a new feature is available, you’ll see its name along with a toggle switch that lets you turn it on and try it out. See new features in ServiceTitan release notes.

Settings

Efficiently manage your dispatching settings in ServiceTitan:

• Configure Dispatch Board appearance and settings

• Configure Dispatcher Preferences on the New Daily and Weekly Dispatch Board

• Configure Dispatch Board Alerts

• Set up and prioritize tags for the Dispatch Board

• Manage skills for technicians and job types

• Configure Auto-Adjustment for Appointments

GPS integrations

GPS integrations give dispatchers real-time visibility into technician locations, helping improve response times and optimize job scheduling.

• Enable native GPS access for ServiceTitan Mobile

• Add GPS providers

• Integrate Trimble with ServiceTitan

• Integrate NexTraq with ServiceTitan

• Integrate GPSTrackIt with ServiceTitan

• Integrate TomTom with ServiceTitan

• Integrate Verizon Reveal with ServiceTitan

• Integrate GPS Insight with ServiceTitan

Key workflows

Industry best practices

Dispatchers

• Filter the Dispatch Board to make navigation easier so you can more easily find the correct technician for an appointment.

• Use property data to help you choose the best technician for the job.

• Use the Job Details Flyout to quickly view and edit job appointment details.

Owners and managers

• Automate dispatch notifications and set up job hold and cancel reasons in Settings > Operations > Cancel and Hold Reasons to enhance customer experience.

• This helps provide insight into your customers' behavior and your business operations.

Administrators and managers

• Ask dispatchers why appointments were rescheduled by configuring and running the Rescheduled Reason Survey report.

• This helps you gather data and understand why appointments are being rescheduled.

Manage technician teams

Efficiently manage technician teams:

• Teams Management overview

• Manage and view technician teams

• Organize and reorder technician teams

• Use the Teams Management Audit Trail

Manage technician schedules

Efficiently manage technician schedules:

• Use Technician Shifts

• Schedule and manage non-job events

• Schedule and manage a non-job event using a new experience

• Put technicians on meal breaks

• Edit technician timesheets

• Clock technicians in and out from the Dispatch Board

Manage technicians on appointments

Efficiently manage technicians on job appointments:

• Manage technicians on appointments

• Statuses and actions on jobs and appointments

• Dispatch technicians

• Dispatch efficiently with Map 2.0

• Use Schedule Assistant

• Use Optimize Technician Route

• Things to know about scheduling overlapping non-job events and jobs

Manage jobs and appointments

Efficiently manage jobs and appointments:

• Job record overview

• Manage appointments

• Reschedule multiple appointments at once with Mass Reschedule

• Use Job Confirmations

• Place a job on hold

• Pause multi-day jobs

• Reschedule a job

• Cancel a job

• View job history

• Add notes, media, and file attachments in ServiceTitan

Manage technician communications, notifications, and memos

Manage technician communications in one place, without having to leave the Dispatch Board. You can call technicians, send text messages to technicians, and more directly from the Dispatch Board:

• Call technicians from the Dispatch Board

• Text technicians from the Dispatch Board

• Send media to technicians from the Dispatch Board

• Manage notifications on the Dispatch Board

• Manage technician memos from the Dispatch Board

Manage multi-day construction crew jobs

Manage crew assignments by setting roles like Foreman or Apprentice, spotting weekly gaps or overlaps, and keeping long projects running smoothly.

• Use Crew Scheduling

Capacity planning

Use Adaptive Capacity

Adaptive Capacity allows you to manage and optimize resource availability and reporting with advanced features like Capacity Reporting, Adaptive Availability, and Capacity Settings. These tools help you streamline scheduling, reduce errors, and optimize operations to meet your business needs.

Although Adaptive Capacity is intended to replace Adjustable Capacity Planning (ACP), you can run both of these features at the same time without issue.

• Adaptive Capacity

Use Adjustable Capacity Planning (ACP)

Adjustable Capacity Planning (ACP) provides a full view of current technician capacity during job booking. Use ACP to see how many hours of work are booked or available at any given time.

Although ACP is intended to replace Open Capacity Planning, you don't need to choose between them. Both can run at the same time without issue.

• Adjustable Capacity Planning (ACP) overview

• Set up Adjustable Capacity Planning (ACP)

• Manage job booking with Adjustable Capacity Planning (ACP)

• Manually adjust Capacity Planning (ACP)

• Adjustable Capacity Planning (ACP) FAQ

Use legacy Open Capacity Planning

Open Capacity Planning is a legacy planning feature that helps to reduce technician idle time and maximize schedule efficiency.

• Set up Open Capacity Planning

• Book the ideal number of jobs with Open Capacity Planning

Troubleshooting and FAQ

Troubleshooting

Check out the top five troubleshooting articles for dispatching. Each article provides a clear, step-by-step solution.

• What should I do if my booked jobs are not showing on the Schedule Board calendar?

• Dispatch messages not received on technician's device

• Technician shift details not appearing on the Dispatch Board

• Office employees can only see one business unit on the Dispatch Board

• Error when sending dispatch notifications

FAQ

Check out the top five most frequently asked questions for dispatching:

• Why are some of my technicians missing from the Dispatch Board on a previous date?

• How can I hide a technician on the Dispatch Board?

• How do I prevent certain messages from appearing on the Dispatch Board chat?

• How can I optimize arrival windows for better efficiency in dispatching?

• How do I ensure consistency in color coding across the Dispatch Board for better organization?

For more, see:

• Dispatch Board FAQ

• Dispatch Board alerts FAQ

• Map 2.0 filters FAQ

• Non-job events in ServiceTitan Mobile FAQ