Why didn't my form email alert send for a specific job?

Problem

The email alert for a form was not sent when it was completed on a job. The alert was sent for other technicians. The email was not found in the spam folder. The email address alerts@servicetitan.com is not marked as spam.

Solution

Follow the steps below to solve the issue.

Check form settings

1. In ServiceTitan, go to the top toolbar and click Settings.

2. In the side panel, click Operations > Forms.

3. Edit a form and ensure the alert settings are correct. For more, see Set up your form.

Verify email delivery

1. Check if the email was delivered using Sendgrid.

2. Look for any delivery errors.

Check spam folder

Go to your email's spam folder and ensure the email is not there.

Whitelist email address

In your email settings, add alerts@servicetitan.com to your safe sender list.

Test with technician

When possible, ask the technician to fill out a new form. Check if the alert is sent.

Monitor future alerts

Keep an eye on future alerts to see if the issue happens again.