Set up ServiceChannel Integration

Overview

Complete the following steps to ensure the ServiceChannel Integration is properly set up with your ServiceTitan account.

Things to know

• The ServiceChannel integration in ServiceTitan is managed through WorkConnect. For more, see WorkConnect overview.

• A ServiceChannel campaign is automatically generated in ServiceTitan after you enable the ServiceChannel integration. This campaign must remain active for ServiceChannel work orders to flow into ServiceTitan. If your campaign is deactivated, then ServiceChannel work orders will fail to sync with ServiceTitan.

• Work orders already started in ServiceChannel prior to setting up the integration aren't synced with ServiceTitan so be sure to finish those in ServiceChannel.

Set up ServiceChannel integration

1. Go to the top toolbar and click Settings .

2. In the side panel, click Integrations > Marketing Integrations. 

3. On the Marketing Integration screen that opens, select the ServiceChannel card and click Configure.
   
   

   Tip: Click the list icon or grid icon to change between the card view and the list view.

The ServiceChannel setup screen opens in a new tab. Complete the integration setup following the steps below:

• Step 1: Agree to API data authorization

• Step 2: Set up ServiceTitan API access with your ServiceChannel credentials

• Step 3: Review Settings

Step 1: Agree to API data authorization

Before enabling the integration, confirm you agree to the API and Data Authorization Agreement.

1. Click the API and Data Authorization link to read the agreement.

2. After you read the agreement, and if you agree with the terms, select the box and click I Agree to confirm.
   

Step 2: Set up ServiceTitan API access with your ServiceChannel credentials

To set up the ServiceTitan API access with your ServiceChannel credentials, you first need to create a user for ServiceTitan API, then connect your ServiceChannel and ServiceTitan accounts.

Create a user for ServiceTitan API

Important: We recommend you create a new user for the ServiceChannel Integration.

To create a user for ServiceTitan API:

Note: The steps below require a ServiceChannel user with admin permissions.

1. Sign in to your ServiceChannel account.

2. Go to the top toolbar and click the Grid icon > Administration > User Management.
   

3. On the User Management screen that opens, click Invite User.
   

4. On the General screen that opens, enter ‘ServiceTitan’ in the First Name field.

5. In the Last Name field, enter 'API'.

6. In the Email field, enter an email address to which you have access to complete the verification step from ServiceChannel.

   Note: If it’s a Gmail email, you can use one of your existing emails and add an alias. For example, if your current email address is help@gmail.com, add a "+" to the email address: help+servicetitanapi@gmail.com.

7. From the User Role dropdown, select Business Owner / Management.
   
   

   Note: Do not change the following fields:

   1. Provider Automation User

   2. Provider Automation Admin

   3. Technician

   4. Directory / Fixxbook Permission
      

8. When finished, click Invite.

9. Go to your email and open the email you received from ServiceChannel, then click Start Now.

   Note: The email should come directly from:

   • Email Address: donotreply@servicechannel.com

   • Email Subject: Join company name on ServiceChannel

   Tip: If you do not receive the email, check your spam or junk folder. Or, reach out to the ServiceChannel Support Team for assistance at contractorsupport@servicechannel.com.

10. While going through the user verification, set a password for the ServiceTitan API user.

    Note: Set the password that you want to share with ServiceTitan. For example, Servicetitan1.

Connect your ServiceTitan and ServiceChannel accounts

Complete the following steps to connect your ServiceTitan and ServiceChannel accounts:

1. Copy and paste the https://www.servicechannel.com/sc/admin/integration/apiaccess link into your browser. The API Access screen opens.

2. To generate your API ClientID and ClientSecret for ServiceTitan, click Add new client.
   The Add API Client Info pop-up opens.

3. In the Product Name field, enter "ServiceTitan Integration" and click Save.
   

4. Copy and paste the following information into the Google form:

   1. ServiceTitan API User Email Address

   2. ServiceTitan API User Password

   3. Client ID

   4. Client Secret
      

5. Go back to the API Access screen.

6. In the ServiceChannel User Email field, enter your email address.

7. In the ServiceChannel Password field, enter your password.

8. In the Client ID field, enter the client ID that is in the ServiceChannel API Admin.

9. In the Client Secret field, enter the client secret that is in the ServiceChannel API Admin.
   

10. When finished, click Save.

Step 3: Review Settings

By default, all your settings are set up and ready to go. If you want to customize your setup, click Edit for any of the feature categories. When ready, click Turn on Integration to see your work orders automatically flow from ServiceChannel.

Edit Preferences

1. Click Edit  to make changes to your Preferences.

2. Turn on the Send new work order as a job on Dispatch Board toggle to route work orders from ServiceChannel to unassigned jobs on the Dispatch Board.

   Note: When turned on, you must select a default Business Unit and Job Type to apply to all work orders that you receive from ServiceChannel.

3. Turn on the Send NTE to custom field toggle to automatically send NTE values from ServiceChannel work orders to the job in ServiceTitan.

   Note: To set up your custom field, go to your Settings to get the ID for the job custom field.

4. Turn on the Use the Submitted date as the Schedule Date when creating a booking or job toggle to map the scheduled date from ServiceChannel as the Scheduled Date for the Job in ServiceTitan. This helps prioritize same-day service for work orders from strategic subscribers

5. Click Save to save your Preferences.
   

Edit Job Summary

1. Click Edit  to make changes to your Job Summary settings.

2. In the Select the fields of information column, select the fields you want to bring over.

   Tip: To bring over all fields from the ServiceChannel work order, click Select All.

   
   

3. In the Arrange the order of display column, use the up and down arrows to arrange the display order of the fields.

4. Click Delete to remove a field.

5. When finished, click Save.

Edit Job Status

1. Click Edit  to make changes to your Job Status settings.

2. Map your ServiceTitan job and appointment statuses to your ServiceChannel statuses. This will apply to job statuses for all customers.
   

3. When finished, click Save.

Edit Invoice Information 

1. Click Edit  to make changes to your Invoice Information settings.

2. Map your ServiceTitan invoice information to your ServiceChannel invoice information. This will apply to all customers.

   Note: You can only modify the first field mapping to the ServiceChannel Invoice Number.

   
   

3. When finished, click Save.

Edit Overrides 

You can override default customer status mappings between ServiceChannel and ServiceTitan. This allows you to address specific scenarios or exceptions effectively, ensuring consistency and alignment across platforms. To edit your override settings:

1. Click Overrides.
   

2. In the side panel, select a subscriber.

3. Manually set your override settings for the subscriber.
   
   

   Note: Each override you set will feature a visual indicator on the specific tab you modified. This helps you remember which overrides you made. An indicator is also displayed next to the subscriber’s name, displaying all selected overrides across the tabs for quick reference.

4. When finished, click Save.

   Tip: Click Restore to Default Settings to reset your overrides.

Edit integration with ServiceChannel

You can update the information provided in the API Access and Review Settings sections if necessary:

1. Go to the top toolbar and click Settings  .

2. In the side panel, click Integrations > Marketing Integrations.

3. On the Marketing Integrations screen that opens, select the ServiceChannel card and click Edit.

4. On the ServiceChannel screen that opens, you can edit the API Access or Review Settings sections.
   

5. To disable the integration, turn off the Active toggle.
    

Want to learn more?

• Manage ServiceChannel Integration

• ServiceTitan integration with ServiceChannel