Set up and customize the New Customer Portal

Overview

The New Customer Portal allows your customers to take self-service actions based on the data you already have in ServiceTitan. This includes paying invoices, accepting estimates, self-scheduling, and getting information on upcoming appointments, work history, and service agreements or memberships.

This overview covers everything you need to get started with the New Customer Portal.

Things to know

• Setup for the portal is self-service once the configurations are enabled for your account. You'll be able to set your host URL and choose which items appear to customers.

• New features will be released continuously as we look to move additional customer interactions online.

• If you're currently using the legacy Customer Portal, your customer's user accounts and passwords are migrated over by default to ensure a smooth transition. Please contact your CSM for more information.

Step 1: Enable the customer portal in your portal settings

To enable the portal:

1. Go to the navigation bar and click Settings .

2. In the side panel, click Communications > Customer Portal.

3. Click Enable and accept the terms and conditions pop-up to start configuring your customer portal. 

   Note: If you don't see the Customer Portal tab in the side panel, please contact your success or implementation manager.

Step 2: Fill out the general details section

To complete this section:

1. Enter a host name. The URL to reach your portal will be https://host.myservicetitan.com where host is the text you choose.

2. Enter your company name. This appears in the header of the customer portal and any direct links you send for online payments and estimates.

3. Upload a logo image. This also appears in the header of the customer portal and any direct links you send for online payments and estimates.

4. Enter a contact email address. This email address is visible to users in the portal with an option to contact us and send an email to this email address from the portal if they have questions.

5. Enter a contact phone number. This number is also visible to users in the portal in case they want to call with questions.

6. When finished, click Save.        

   Note: For online estimate and payment links, the company name, logo, and contact details come from the associated business unit. If this information isn't filled out in the business unit, the details you add here are used instead.

Your portal is now active!

Note: You can change any of these settings later, including the host name.

Step 3: Configure your permissions

By default, any customer whose email address is in a customer or Location Record in ServiceTitan can sign up for the customer portal using that email. If you'd like to restrict most customers from signing up for the portal:

1. Go to the navigation bar and click Settings .

2. In the side panel, click Communications > Customer Portal > Permissions.

3. Click Require invite to sign up for portal.

4. When finished, click Save. 

Step 4: Configure your feature controls

1. Go to the navigation bar and click Settings .

2. In the side panel, click Communications > Customer Portal > Feature Control. 

Direct Links

If you're sending out online estimate and online payment links today, the invoice/estimate page that the user accesses now includes an Access our customer portal here option, allowing the user to access the customer portal sign in page and self-register if they don't already have an account. These customers will still be able to pay the invoice or accept the estimate without signing in.

Unchecking Display "Access our customer portal here" button on online payment and online estimate links box will remove the sign in link from the online payment and online estimate links. This is only recommended if you want to restrict most users from accessing the customer portal.

Jobs and Appointments

By default, all jobs and appointments appear in the portal.

• Enable Jobs: Choose whether to show the Jobs tab in the customer portal. When disabled, the Jobs tab is hidden, and users can no longer access their jobs from the portal. All job-related settings are removed, but the appointment scheduler remains available.

• Appointment Scheduler: This allows users to schedule appointments through either your selected Scheduling Pro widget or through the Web Scheduler 2.0 widget if you are not using Scheduling Pro. 

• Appointment Time Display Options: Choose how to display appointment times in the customer portal based on their current status. To hide times or Arrival Windows, select Show date only.

  

• Job & Appointment Statuses to Display: Choose when an appointment should and should not appear in the portal for users who have access to the customer or location that the appointment is tied to. You can configure appointment visibility based on job and appointment statuses. In addition to standard job and appointment statuses, you can choose whether to show or hide unconfirmed Scheduled appointments. When displaying On-Hold appointments, you can also control how on-hold details are shown.

• Work History Options: Configure what work history is shown on portal jobs and when it becomes visible. These settings apply only when the Enhanced Work Order template is enabled.

  • What to Display: Choose whether work order summary or invoice summary is displayed on completed jobs.

  • When to Show: Choose whether work history appears as soon as the invoice summary is completed, including while the job is still in progress, or only when the invoice becomes available in Customer Portal.

  • Business Unit Controls: Turn off a business unit to hide work history summaries for jobs associated with that business unit. This setting does not affect job or appointment summaries. By default, all available business units are on

  

• Job Name to Display: Choose the job title format that appears to customers in the portal for past and upcoming jobs.

  

• Job Summary: Choose whether to display the job summary on portal job cards. When enabled, the job summary appears for all job statuses and only when the field is populated.

  

• Work Summary: When enabled, the job-level work summary appears on the portal job page. Updated after each appointment, so it can appear before the job is complete. Only shown when the field is populated.

  

• Work Performed Log: When enabled, the work performed log captured on the appointment appears on the appointment card after completion. Only shown when the field is populated.

  

• Job Custom Fields to Display: Select which job custom fields appear to portal users. Use the multi-select to choose one or more custom fields configured on job records in ServiceTitan. Selected fields appear in the job header area of the portal job record. All custom fields are off by default, and a selected field displays on a given job only when it has a value populated.

  

Invoices

By default, invoices appear in the portal upon job completion. You can also filter them based on one of the following criteria:

• Enable Invoices Tab: Choose whether to display the Invoices tab in the customer portal. When disabled, the Invoices tab is hidden and all invoice-related settings are removed.

  

• Export Status: Filter invoices to only appear in certain export statuses.

• Review Status: Filter invoices to only appear in certain review statuses. This approach is recommended if you are using the Transaction Hub in ServiceTitan.

  

• Display  $0 invoices: Enable this setting to show invoices with an amount of $0 in the portal. When enabled, $0 invoices appear in the paid section of the Invoices tab and on relevant jobs, equipment, service agreements, or memberships, the same as other invoices.

  

Note: Only users with billing access can see and pay invoices in the portal. Invoice summaries are available to all users in the portal when viewing appointment history.

Proposals & Estimates

In this context, a Proposal is the customer-facing term for an Opportunity in ServiceTitan. The Opportunity can contain any number of estimates and is typically linked to a job, but it can also exist under a project or directly under a location.

There are several criteria that define whether an estimate appears in the portal:

• Emailing estimates: By default, estimates appear in the portal only after they have been emailed out from ServiceTitan. This is because there is no Draft status on an estimate.

• When a proposal appears: Within each proposal, only estimates in a status that is set to appear in the portal will appear. If no estimates are in a status that are set to appear, then the entire proposal will be hidden. There's a Draft checkbox when viewing an estimate in ServiceTitan. When checked, the estimate is considered not yet ready to appear in the customer portal. Once you email the estimate out, the draft checkbox is automatically unchecked, letting you know that the estimate is now considered ready to appear in the portal. You can also uncheck the box manually if you want the estimate to appear in the portal before it has been emailed out. 

• Status Filters: You can further refine when estimates appear to only show estimates while they are open, sold, or dismissed. They still need to be emailed to appear in the portal.

• Expiring Links: If you email an open estimate out with an expiring link (for example, 30 days) then the estimate will only appear in the portal until that link has expired. In the future, there will be an option to show these estimates in the portal as Expired. Accepted estimates will continue to appear regardless of when they were sent or the links expired.

• Proposal Name to Display: Choose how proposal titles appear in the portal. Estimates will still be grouped by opportunity, but we'll name each proposal based on your selection here. For example, if you don't want the job type to show, select one of the other options. 

• Toggle Enable Proposals & Estimates: You can hide all proposals and estimates from the portal. 

  Note: Once an estimate has been emailed, it appears in the portal for all users who have billing access to that customer, not just the user the estimate was emailed to.

Service Agreements

If you are using Service Agreements in ServiceTitan, you have the option to display service agreements in the portal as well. If you are using e-sign for Service Agreements, your customer can also sign the emailed agreement in the portal.

There are several criteria that define whether an agreement appears in the portal:

• Enable Service Agreements: You can hide all service agreements from the portal. 

• Service Agreement Statuses to Display: Draft, Hold, and AutoRenew agreements do not appear in the portal as these are not considered customer-facing. You can choose which other statuses to enable.

• Display Service Agreement PDF: Choose whether to display service agreement PDFs in the customer portal. When disabled, the View Service Agreement button is removed from the service agreement page in the customer portal, preventing customers from viewing the agreement document in the portal. This setting does not affect online service agreement links.

  

• Visit Statuses to Display: By default, visits and their associated time windows appear in the portal. To hide Unscheduled visits on both the Jobs tab and Service Agreement Details screen in the portal, deselect the Show "Unscheduled" visits for service agreements in the upcoming jobs list checkbox. In the future, you will be able to show or hide time windows.

Tip: If you have AutoRenew agreements, we recommend that you review those agreements and then move them into the Accepted status once reviewed so that the new agreement appears in the portal when ready to view, not only when it becomes Activated.

Memberships

If you are using ServiceTitan's Memberships feature, then you have the option to display memberships in the portal as well.

There are several criteria that define whether a membership appears in the portal:

• Allow users to view Memberships option: You can hide all memberships from the portal. 

• Status filters: If you do choose to display memberships, active memberships always appear in the portal. You can further refine whether to show Canceled, Expired, or Suspended memberships.

• Recurring service message: This is an option to write a message that displays whenever a user views the visits section of a membership in the portal. 

Equipment

• Enable Equipment Tab: This option allows you to toggle the Equipment tab in the portal. When enabled, the user can view the service history and proposal history for each equipment that is linked in a job's invoice.

• Fields to display: Choose which fields appear on equipment records in the customer portal.

  • Asset ID

  • Serial number

  • Mfr, Model Number

  • Installed date

  • Manufacturer warranty

  • Service Provider warranty

  

• Show custom fields on the equipment record in the portal: Select which equipment custom fields appear to portal users. Selected fields render in the equipment details section. All custom fields are off by default, and a selected field displays on a given equipment record only when it has a value populated.

  

• Equipment Service History Detail: Choose where equipment service history detail comes from.

  • Invoice summary: Displays the summary from the job’s invoice.

  • Invoice service line item: Displays the service-task line item linked to the specific equipment on the job’s invoice. If no matching line item is linked to the equipment, the detail remains blank.

  

Note: Equipment records also display Next service or inspection date when an upcoming job or service agreement visit exists. If you choose to hide scheduled jobs or appointments, the next service date is hidden as well.

Business Unit

These filters currently allow you to hide invoices based on their business unit. These filters also affect estimates, jobs, service agreements, and memberships.

Note: Remember to click Save after making changes.

Step 5: Configure your online payments settings and email templates

In the Related settings, you can access additional settings that support the Customer Portal. From here, you can configure online payment settings and email templates, as well as set up online estimates and estimate deposits when available. Each link opens the corresponding settings page in ServiceTitan.

1. Go to the navigation bar and click Settings .

2. In the side panel, click Communications > Customer Portal > Related Settings.

3. Click Go to Online Payments Page to configure settings for payment methods, which will affect both the customer portal and payment links that you email to customers.

4. Click Go to Email Settings Page to configure templates to send customers a link to interact with an invoice, estimate, or service agreement. If that customer has a portal account, they can also sign into the portal when they open the link.

5. Click Go to Online Estimates to configure settings for how estimates are presented and accepted in the customer portal. Changes here will affect what customers see when reviewing and approving estimates.

6. Click Go to Estimate Deposit to configure deposit requirements for estimates. Customers can pay required deposits directly through the portal before work begins.

   

Note: Each link opens the corresponding settings page in ServiceTitan and appears only when its related feature is enabled.

Online Payments

The choices you make on this screen affect both the customer portal and any direct online payment links that you send to customers.

• Payment methods: Enabling credit card and ACH payments applies to both online payment links and the customer portal.

• Saved credit cards and saved bank accounts: This setting only affects the customer portal, not direct online payment links. It allows users to save cards or bank accounts when making a payment. It also allows users to manage cards outside of the payment flow, to add or remove saved cards, and change the card associated with a membership.        

  Note: Cards and bank accounts associated with a customer are synchronized between the Customer Record--managed by the office--and the customer portal, regardless of where the information was initially saved.

• Business unit filters: Control which business units and customer types (residential or commercial) can use each payment method type.

Tip: If you don't want certain large transactions to be paid with credit cards, you can separate them by business unit.

Email templates

Configure general Email templates settings:

1. Go to the navigation bar and click Settings .

2. In the side panel, click Invoicing > Email.

3. Select the Email settings template you want to configure, such as Invoice, Estimate, Statement and Financing.

When configuring an email template, you can add the {CustomerPortalLink} placeholder to insert your customer portal URL into emails you send. This inserts the URL to your customer portal in emails you send so that your customers are prompted to sign up without you having to send them a sign up link from the customer page. You can also add your customer portal URL to any other emails you send out to help drive users to the customer portal so they can sign up for it themselves.

Customizable Invite Email: Customize the Customer Portal invitation email and select the sender address so the email accurately reflects the portal features your business offers. Feature bullets will automatically reflect what features are on in your customer portal if you choose to show them.

Step 6: Manage users

After you've invited your customers to the portal and they've completed their registration, you can manage them directly in Settings > Communications > Customer Portal > User Management.

View portal invitations and user details

Look at the Status column on the User Management tab to check a user's invitation status:

• Invited: An invitation was sent, but the user has not completed registration. The date the invitation was sent is shown.

• Expired: An invitation was sent, but the user did not complete registration and the invitation is now expired. The date the invitation was sent is shown.

• Active: The user completed registration.

Note: If the user signed in through the third-party Continue with Google option, that sign in date might not be shown.

You can also click Expand next to a user's name to see more details about them.

Search, filter, and sort users

On the User Management tab, you can:

• Enter an email address in the Search box to find a user by email. 

• Click Filter to narrow users by:        

  • Customer

  • Location

  • Status

  • Date Last Invite Sent

  • Date Account Created

  • Last Login Date.

    

• Click the Arrow   next to the Email Address column to sort the results.

• Last Login column: A Last Login Date column appears after the Status column, showing the date and time a user last logged in; a dash appears for users who have never logged in. Note that a user’s browser can keep them logged in for up to 7 days, so they may have accessed the portal up to 7 days more recently than their last login date. Also, if they logged in via Google’s third party sign in function, the last login date will not refresh.

• Use location name instead of service address: Choose whether Customer Portal dropdowns display the location name instead of the service address. By default, the service address is shown. This option is useful for businesses, such as property management companies, that assign a distinct name to each location.

Perform bulk actions

Select multiple users on the User Management tab and click Actions to:

• Resend Invite

• Send Password Reset

• Remove User 

Note: For how to invite new users in bulk, see the Sign up through invitation section of Invite your customers to the New Customer Portal.

Note:  Bulk invites are limited to 1,000 records per upload. The upload dialog shows a “max 1,000 emails” hint, and if your file contains more than 1,000 addresses, a warning tells you how many addresses were in the file and that only the first 1,000 were processed.

Edit billing access for customers and locations

To select which customers and locations get access to the Customer Portal:

1. Click Expand next to a user’s name to see more details about them.

2. Select one of the following from the Billing Access dropdown at the customer level to affect all locations for that customer record:

   1. Billing Access: Allow the user to access all available customer portal features for this customer record.

   2. Non-Billing Access: Restrict the user from seeing or interacting with invoices, estimates, and service agreements.

   3. No Access: Restrict the user from accessing this customer record.

3. (Optional) If the customer has multiple locations, by default they inherit the billing access selected in step 2. If you’d like to edit their access for an individual location, make your changes in the Billing Access dropdown for each location.

   Note: This overrides the customer-level setting for this individual location.

   

4. When finished, click Save.

Want to learn more?

• See Invite your customers to the New Customer Portal

• See The New Customer Portal end user experience

• See Set up Online Estimates View Preferences

• See ServiceTitan Customer Portal Overview (video)