--- title: "ServiceTitan Glossary (commonly used ServiceTitan terms)" slug: "servicetitan-glossary-commonly-used-servicetitan-terms" updated: 2026-10-16T14:26:50Z published: 2026-10-16T14:26:50Z canonical: "help.servicetitan.com/servicetitan-glossary-commonly-used-servicetitan-terms" --- > ## 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. # ServiceTitan Glossary (commonly used ServiceTitan terms) ## Abandoned call When a customer service representative (CSR) answers a call but does not click the incoming call bubble, it's considered an Abandoned Call. An abandoned call cannot be attached to a CSR, customer, or job. The call does not count towards CSR conversion rates or call-related reporting metrics. You can see abandoned calls on your dashboard in the *Agent Scorecards* section under the profile, *Abandoned*. You can also click the Search icon and search by *Call*, Call type: *Abandoned*. You can [edit an abandoned call](/roofing/docs/reclassify-and-edit-calls) to attach the appropriate CSR or reclassify it. > [!NOTE] > **Note:** Calls bubbles for abandoned calls grey out and fade away in 5 seconds after the call is ended. ## Batch A Batch, or invoice batch, is a set of invoices that have been audited and are ready to post. You will use the Invoice screen in ServiceTitan to create invoice batches. On the Invoice screen, you'll have access to unbatched and batched invoices. Unbatched invoices are like a stack of invoices on your desk that need to be reviewed (is the invoice correct? has payment been received in full? do we need to follow up with the customer? etc). When you are ready to review unbatched invoices, you'll create a new invoice batch. You'll review each unbatched invoice, then add the invoice to the batch. So, when you create an invoice batch it's just like putting a stack of invoices on your desk that have been reviewed and are ready for accounting to process. **How do I batch invoices?** When you are ready to review invoices, you'll go to the Invoice screen to create a new invoice batch. Once you've created a new batch, you'll use the Unbatched tab to review unbatched invoices. Once you've verified each unbatched invoice is correct, you can add it the invoice batch you've created. When you are done adding invoices to the batch, you'll post the batch. Once a batch is posted, you won't be able to make any changes on those invoices (unless you unpost the batch, or create an adjustment invoice). The final step is to export the posted batch to Quickbooks. Click here for more information on batching, posting, and exporting invoices. **Useful Links** - [Batch, post, and export transactions](/roofing/docs/batch-post-and-export-transactions) - [Overview of the invoicing process](/roofing/docs/overview-of-the-invoicing-process) ## Booked call When a CSR books a job from an incoming call, this is a Booked call. Booked calls will positively impact the Call Booking Rate for the entire company and the individual CSR. On the dashboard, you can see the number of booked calls under Calls Metrics (booked calls is the number of Appts). **Useful Links** - [Dashboard business metrics](/roofing/docs/dashboard-business-metrics) ## Call A call in ServiceTitan is a phone call that is usually received by the system or occasionally added manually. The call can lead to a job being booked. - [Understanding call classifications](/roofing/docs/understand-call-classifications) ## Important Note Although you may use the terms Call and Job interchangeably or differently from the definitions presented here in your day-to-day business, within ServiceTitan, the words are used in a specific way. ## Call lead See [Marketing Lead](/roofing/docs/leads-home). ## Closed estimate A Sold estimate with a subtotal equal to or greater than the [Sold threshold](/roofing/docs/whats-a-sold-threshold). For more on closing estimates, see [Follow up on opportunities](/roofing/docs/follow-up-on-opportunities-1). ## Converted job A job with an invoice subtotal greater than or equal to the [sold threshold](/roofing/docs/whats-a-sold-threshold). ## Convertible job See *Opportunity* ## Excused call An Excused call is any incoming call that was not related to a past, current, or future job. Excused calls might be: - A wrong number - A call from UPS - An employee calling in sick - Etc. Any call answered within ServiceTitan that lasts less than 60 seconds will automatically be classified as an excused call - that means that if a call lasts less than a minute, you won't need to worry about classifying those calls as excused. However, if a call lasts over 60 seconds, ServiceTitan will assume it was a lead unless: a) you enter a call reason that excuses it as not a lead, or b) the manager (or someone with permission) manually excuses the call. > [!NOTE] > **Note:** > > - Any call lasting more than 60 seconds must have the proper call reason applied, or the manager will have to manually excuse the call. > - To manually excuse a call, you can click into the call from the Unbooked calls section of the dashboard. Then, re-classify the call as excused. > - You can set up **Call Reasons** that will automatically excuse the call. Go to Settings > Call Reasons. If the checkbox for **Is Lead?** is not checked, this means the call will be excused when this Call Reason is applied (the call will be automatically considered "not a lead"). > - If the call lasts less than 60 seconds and is not booked, this will be an excused call. When a call is less than 60 seconds, the customer service representative (CSR) has the option to choose a call reason when closing out the call. > - If a CSR takes no action from the call screen before closing a call, they can select a call reason before the call is closed. If the CSR makes a note on the customer profile while on the call, or action is taken on an existing job and closes the call, the CSR will not have the option to select a call reason. > - Regardless of the length of the call, when a CSR takes a call and makes an update or note on the Customer Record from the Call Booking screen, or the job is related to an already existing job by taking action on an existing job from the call screen, the call will automatically be marked as excused. ## Best Practices If an incoming call lasts over 60 seconds, it's very important to apply a call reason that will excuse it as not a lead, or manually excuse the call. If excused calls are not correctly handled, this will throw off your call booking metrics and count against CSR conversion rates. **Useful Links** - [How to reclassify and edit calls](/roofing/docs/reclassify-and-edit-calls) ## Job In ServiceTitan, a job is when a service is booked for a customer, usually as the result of a call. - [How to book jobs for new or existing customers](/roofing/docs/book-a-job) - [How to enter job details](/roofing/docs/enter-job-details) > [!NOTE] > **Note:** Although you may use the terms Call and Job interchangeably or differently from the definitions presented here in your day-to-day business, within ServiceTitan, the words are used in a specific way. ## Job sold threshold See [*Sold threshold*](/roofing/docs/whats-a-sold-threshold). ## Job split See [*Split*](/roofing/docs/set-technician-splits). ## Lead In general, a Lead is an incoming call that lasts at least 60 seconds or is assigned the call reason, *Is Lead*. There are several types of Leads that you can use to report on different aspects of your business. For more on Leads, see [*Leads*](/roofing/docs/leads-home). See also *Marketing Lead*, *Sales opportunity*, and *Technician-Generated Lead*. ## Marketing Lead A Marketing Lead is any job booked through the *Call Booking* screen that is not a Technician-Generated Lead. Every time a CSR books a job and a sales technician is dispatched is considered a Marketing Lead. Marketing Leads should always be attached to one of your marketing campaigns (**Settings** > **Campaigns**). Marketing Leads can include: - Incoming calls from new customers - Online bookings - Customer emails - Word-of-mouth or customer referrals - Repeat business or returning customer For more on marketing campaigns, see [Add and use campaign categories.](/roofing/docs/add-and-use-campaign-categories) ## Membership opportunity A job for a customer who does not a current membership is considered a Membership opportunity. These jobs have a *Potential Member* or *Potential Renewal* tag attached. A completed job without a potential member tag where a membership is sold or renewed is also considered a membership opportunity. For more on memberships, see [Understanding the memberships sales cycle](/roofing/docs/understanding-the-memberships-sales-cycle). ## No charge job A job where the customer is not charged for the service. For example, recall and warranty jobs are *No charge* jobs. These jobs do not affect technician conversion rates on the dashboard. Income items can be added to a *No charge* job invoice. If the invoice subtotal is greater than or equal to the sold threshold, the job is considered to be converted. You can [mark jobs as no charge or non-opportunity by default](/roofing/docs/mark-jobs-as-no-charge-or-non-opportunity-by-default). ## Non-convertible job See [*No charge job*](/roofing/docs/mark-jobs-as-no-charge-or-non-opportunity-by-default)*.* ## Open opportunity An opportunity is open until at least one of the created estimates is closed or the opportunity is dismissed. When an estimate on the opportunity is sold with a subtotal greater than or equal to the sold threshold, the opportunity status changes to *Won*. If the estimate subtotal is less than the sold threshold, the opportunity status changes to *Dismissed*. For more on open opportunities, see [Follow up on opportunities](/roofing/docs/follow-up-on-opportunities-1). ## Opportunity Every maintenance, service, and install job is considered an opportunity, unless it's marked as *No charge*. Recall and warranty jobs are marked as *No charge* by default. *No charge* jobs with an invoice subtotal greater than or equal to the sold threshold are also considered opportunities. Opportunities are compared to Converted jobs to measure conversion rates. See also *Membership opportunity*, *Replacement opportunity*, *Sales opportunity*, *Technician-Generated Lead* ## Recall job A job to fix a persisting issue from a previously completed job. For example, if a technician completes a job to fix a leaky faucet and it still leaks, you create a recall job. A second technician is dispatched to fix the leaky faucet that the customer has already paid to fix. Recalls are *No charge* jobs and reference the original jobs in the *Is recall for* field. For more on recall jobs, see [Book a recall job](/roofing/docs/book-a-recall-job-from-an-existing-job). ## Replacement opportunity When an installed equipment item reaches the replacement age of that equipment type, a replacement opportunity tag displays on jobs and the customer's service Location Record. A replacement opportunity is a job with a replacement opportunity tag that is not marked as *No charge*. A completed *No charge* job with a replacement opportunity tag where a lead was generated. For more information, see [Replacement Opportunity Workflow](/roofing/docs/replacement-opportunity). ## Sales opportunity For technicians working in sales, every completed job is considered a sales opportunity, except jobs that are marked as *No charge*. *No charge* jobs with a sold estimate subtotal greater than or equal to the sold threshold are also considered sales opportunities. Sales opportunities come from [Technician-Generated Leads](/roofing/docs/book-a-technician-generated-lead-job-from-an-incoming-call) or [Marketing Leads](/roofing/docs/leads-integrations-overview). For more on estimates, see [Basic estimate workflows in ServiceTitan](/roofing/docs/estimate-workflows-in-servicetitan-and-servicetitan-mobile). ## Sold estimate An estimate that has been sold but not necessarily converted. A sold estimate with a subtotal greater than or equal to the sold threshold is also considered to be a closed estimate. Every closed estimate is a sold estimate. Not every sold estimate has necessarily been closed. See also [*Closed estimate*](/roofing/docs/sell-estimates-in-servicetitan). ## Sold job See *Converted job*. ## Sold threshold The minimum subtotal dollar amount when you consider a job or estimate to be converted. When an invoice subtotal on completed job meets the sold threshold, it's considered a converted job. When an estimate meets the sold threshold, it's considered a closed estimate. The sold threshold should be set $1 above your technician consultation fee or dispatch fee. For example, if you charge a $75 dispatch fee, set your sold threshold at $76. You can set the job sold threshold for each job type by going to **Settings > Job Type > Sold Threshold**. For more on job types, see [Set up and use job types](/roofing/docs/set-up-and-use-job-types). ## Split The split determines how much credit each technician is getting for the job. For example: If two technicians perform work on a job, the split could be an even 50%-50%, or it could be 75%-25% if the first technician did a bulk of the work. By default 100% of the technician split will go to the first technician assigned to the job. If you assign additional technicians to a job, you'll need to navigate to the invoice to adjust the splits. Technician splits are also accounted for in reports and KPIs throughout ServiceTitan. **Useful Links** - [Entering technician commission, job splits, and spiffs for a job or project](/roofing/docs/enter-technician-commission-spiffs) - [How to edit an invoice](/roofing/docs/edit-an-invoice) - [Key payroll terms on the Payroll (Detail) Report](/roofing/docs/key-payroll-terms-payroll-detail-report) (see "Technician Splits") > [!NOTE] > **Note:** A technician split could also called a job split. ## Technician-Generated Lead (TGL) A Technician-Generated Lead (TGL) is when a technician convinces a customer to schedule another job or request an estimate for additional services. For example, if a technician on a service call convinces a customer to get an estimate to replace aging equipment, you set a Technician-Generated Lead on the job record. For more on TGLs, see the [Book Technician-Generated Lead jobs](/roofing/docs/leads-home#key-workflows) section of [Leads](/roofing/docs/leads-home). ## Unbooked call When a call is unbooked, this means the call was answered but a job was not booked. Note: The call must be classified as a lead (duration over 60 seconds) for it to be considered an unbooked call. If the call lasts less than 60 seconds and is not booked, this will be an excused call. **Where can I see unbooked calls?** The Unbooked Calls section of the dashboard will show recent unbooked calls. You can also use the Search screen to see unbooked calls (search Call, then select Unbooked as the call type). **What should I do with unbooked calls?** You can listen to the Call Recording to determine why a job was not booked. If you wish to reclassify the call (for example, if a job was booked or if you wish to excuse the call), click on the call and select I'd like to reclassify the call. **Useful Links** - [Dashboard call metrics](/roofing/docs/dashboard-call-metrics) ## Unconvertible job See [*No charge job*](/roofing/docs/reports#sales-and-revenue-reports). ## Won opportunity When one or more of the estimates created for a job is sold with an estimate subtotal greater than or equal to the sold threshold. For more on opportunities, see [Follow up on opportunities](/roofing/docs/follow-up-on-opportunities-1). See also *open opportunity*. ## Zones Zones are generally used for organizational purposes. A zone is a group of zip codes. By setting up Zones in ServiceTitan, a color coded system will be created to help you organize jobs in certain locations both on the Dispatch Board and the Schedule Page. You may refer to zones as service areas within your business. **Useful Links** - [Setting up zones](/roofing/docs/set-up-and-use-zones) A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics. **What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities. **Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned. **Tags:** Phones Pro [Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A batch, or invoice batch, is a set of invoices that have been audited and are ready to post. You will use the Invoice screen in ServiceTitan to create invoice batches. On the Invoice screen, you'll have access to unbatched and batched invoices. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The CSR books a job. The lead is now a booked call. What this triggers in ServiceTitan When the CSR books a job, this will positively impact the Call Booking Rate (% Booked) for the company and the individual CSR. • On the dashboard: The booked call appears as an Appt under Call Metrics. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The percentage of inbound calls that result in a booked job. **What it does:** Measures CSR effectiveness; a low CBR signals coaching needs or missed revenue opportunities from unanswered or mishandled calls. **Also called:** Call conversion rate **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CBR A lead created when a CSR books a job and a sales technician is dispatched; the sales technician is assigned the marketing lead. **What it does:** Counts in the Sales section of the dashboard (under # Opps → All Leads and Marketing Leads), attributing sales opportunities to marketing. **Where to find it:** Dashboard › Sales; leads managed in Follow Up. **Also called:** Call lead **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/understanding-sales-vocabulary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A sales tech sells an estimate. -or- A service, maintenance, or install tech sells an estimate. -or- A CSR sells an estimate over the phone. Let's say the estimate total is below the sold threshold (the customer wants to schedule the work, but hasn't fully decided). [Learn more →](https://help.servicetitan.com/docs/understanding-estimates-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The minimum subtotal dollar amount when you consider a job or estimate to be converted. When an invoice subtotal on completed job meets the sold threshold, it's considered a converted job. When an estimate meets the sold threshold, it's considered a closed estimate. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A call comes in from UPS. Or, someone calls in with a wrong number. These are excused calls. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A CSR answers a call lead, but no job is booked. This is an unbooked call. What this triggers in ServiceTitan Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate). • On the dashboard: You'll see unbooked calls in the Unbooked Calls section of the dashboard. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [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) Split determines how much credit each technician is getting for the job. For example: If two technicians perform work on a job, the split could be an even 50%-50%, or it could be 75%-25% if the first technician did a bulk of the work. By default 100% of the technician split will go to the first technician assigned to the job. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A sales technician is dispatched to a marketing lead or technician-generated lead—these are sales opportunities. What this triggers in ServiceTitan When the sales technician creates one or more estimates for the customer, the opportunity appears Follow Ups. The opportunity includes all estimates created for that job. [Learn more →](https://help.servicetitan.com/docs/understanding-sales-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A Technician-Generated Lead is when a technician convinces a customer to schedule another job or request an estimate for additional services. For example, if a technician on a service call convinces a customer to get an estimate to replace aging equipment, you set a Technician-Generated Lead on the job record. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** TGL, tech-generated lead A job for a customer who does not a current membership is considered a membership opportunity. These jobs have a Potential Member or Potential Renewal tag attached. A completed job without a potential member tag where a membership is sold or renewed is also considered a membership opportunity. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A job where the customer isn’t charged for the service (e.g., recall and warranty jobs). It doesn’t affect technician conversion rates. Income items can be added to the invoice; if the subtotal is at or above the sold threshold, the job counts as converted. **a.k.a.** Non-convertible job, Unconvertible job [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A job with an invoice subtotal greater than or equal to the sold threshold. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) When an installed equipment item reaches the replacement age of that equipment type, a replacement opportunity tag displays on jobs and the customer's service location record. A replacement opportunity is a job with a replacement opportunity tag that is not marked as No charge. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A physical service address associated with a customer, containing all jobs, equipment, and history for that property. **What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site. **Also called:** Service address, Property record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A sold estimate with a subtotal equal to or greater than the sold threshold. See also Sold estimate. For more on closing estimates, see Follow up on opportunities. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) See Sold threshold. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) See Split. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan. **What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance. **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Estimates have been created for a customer, but nothing has been sold or converted. The opportunity status is Open. What this triggers in ServiceTitan Use the Opportunities screen in Follow Ups to view open estimates and follow up with those customers. [Learn more →](https://help.servicetitan.com/docs/understanding-sales-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A zone is a group of zip codes. Zones are generally used for organizational purposes. By setting up Zones in ServiceTitan, a color coded system will be created to help you organize jobs in certain locations both on the Dispatch Board and the Schedule Page. You may refer to zones as service areas within your business. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The main scheduling and dispatching view in ServiceTitan showing all jobs, technicians, and appointment times in a grid or map layout. **What it does:** Gives dispatchers a real-time view of the day's work to manually assign, drag-and-drop, or adjust job assignments. **Also called:** Schedule board, Dispatch view **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)