Problem
ServiceTitan's Reputation Management technician matching logic may not match the expected technician to the review.
Solution
Here are several different workflows you can try to help resolve the issue:
Check Technician Assignment
ServiceTitan's Reputation Management allows you to match each public review to a job and its designated technicians. How technician matching logic works is the system will automatically pull all the technicians that have been assigned to the job at some point. If there's a review that's matched to a seemingly incorrect technician, check the job's audit trail to confirm whether the technician was assigned at some point to that job.
Even if the system automatically matches the selected job to all of the techs that have been assigned at one point, you can edit the review's match afterwards and uncheck all of the irrelevant techs. If the system won't let you save your edit to the review's match, reach out to ServiceTitan Support for further investigation.
Check if Auto Verification is Enabled
If there are many reviews that are being matched to the incorrect job/tech, see if you have Auto Verification enabled. Reputation Management's Auto Verification feature uses machine learning to consider several factors (such as customer name, the tech mentioned, date review was left, etc.) and then automatically verifies and matches each public review based on what the system considers to be the most relevant job and tech.
Auto Verification is known to not be 100% accurate, which is stated when enabling the feature. Enabling it comes with the risk that some reviews may not be auto-matched to their correct job, which is why it's encouraged to still double-check each auto-verified review and then manually re-match to the correct job if needed.
Check if Auto Verification is enabled, and then disable it in Settings if desired.
In ServiceTitan, go to Settings.
Next, go to Marketing Pro > Reputation Management.
Check the Auto-Verify Reviews section.
If the Enable Auto-Verify toggle is enabled, this means Auto Verification is automatically matching each review to the job that the system considers to be the most relevant. This will lead to some reviews not being matched to the correct job due to Auto Verification not being 100% accurate.
To turn off Auto Verification (so that all reviews will need to be manually matched going forward), click on the Enable Auto-Verify toggle so it's grayed out.If Auto Verification is already off or if an auto-verified review needs to be reassigned to a different job, move on to the Reassign Review to Correct Tech / Job section.
Reassign Review to Correct Tech/Job
To fix a review that was matched to the incorrect job or tech, edit the review's job details to find and assign the correct job.
In ServiceTitan, click on the speaker icon in the top navigation bar to access the Marketing Pro module.
Click on Reviews under the Reputation section.
Find and click into the review that was matched to the incorrect job.
In the review flyout, click Edit under Job Details.
Enter the desired job's Start Date first. Next, enter the Job Status, Technician, and Job Number for the correct job that the review was generated from. The Customer field will usually auto-populate after selecting the Job Number.
Note: If the job was rescheduled at some point, try using the job's original Start Date if the current Start Date doesn't pull up the desired job.
Note: The correct job should have a tech assigned in order to be eligible to match the review. If the job that generated the review does not have a tech assigned, it cannot be matched to a review. See the Use the Can't Verify tag for unmatchable reviews section below in that case.
Click Save to save changes to the review's match.
Use the Can't Verify tag for unmatchable reviews
In ServiceTitan, click on the speaker icon in the top navigation bar to access the Marketing Pro module.
Click on Reviews under the Reputation section.
Find the review that can't be matched to any jobs in ServiceTitan.
Click on the three dots next to the review, and then select Verify from the dropdown menu.
In the Verify Match flyout, check the Can't Verify box to automatically apply the 'Can't Verify' tag to that review.
