Overview
Reviews from public sites sync to ServiceTitan through an API connection with our partner, Yext. Reviews usually appear in ServiceTitan within a few hours. Use the following workflows if a customer review does not sync after 24 hours.
Problem
Recent reviews appear on public sites but do not show up in ServiceTitan.
Solution
Reviews typically sync within a few hours. If a review is missing for more than a day, follow these steps to troubleshoot the connection between the review site, Yext, and ServiceTitan.
Find reviews in Yext
When a customer leaves a review, it syncs to Yext before it reaches ServiceTitan. Check Yext to see if the sync issue is between the review site and Yext or between Yext and ServiceTitan.
In ServiceTitan, go to the navigation bar and click Marketing .
In the side menu, click Reputation > Listings. Your Yext account opens in a new tab.
In Yext, go to Reviews > Monitoring.
On the Monitoring screen, search for the review:
Click + Add Filter.
In the Default Filters section, click + Add Filter and select Author Name.
Enter the reviewer's name exactly as it appears on the public site.
Click Apply Filter.
Review the results:
If you cannot find the review in Yext: Go to the Check public site listings for errors section.
If you find the review in Yext: Compare the Yext Date column with the date listed under the reviewer's name.
If the date under the name is much older than the Yext date: The customer updated an existing review. To find this in ServiceTitan, filter the Reviews screen by the original review date.
If the review is in Yext but not in ServiceTitan: If it is not an edited Google review, contact ServiceTitan Support.
Note: Google allows only one review per company. If a customer edits a review, Google shows it as a new review with a new date. ServiceTitan initially shows the original date and may take a few days to sync the update. Once synced, an Updated tag appears on the review with the new date.
Check public site listings for error messages
Next, check if errors on your public listings are blocking the sync.
In ServiceTitan, go to the navigation bar and click Marketing .
In the side menu, go to Reputation > Locations.
For the location with the missing review, click More > Manage Listings.
Confirm that public sites (such as Google Business Profile and Facebook) show a Live status. If they are not Live, sign in to those accounts to resolve the connection.
If a listing shows Unavailable, hover over the Tooltip next to the Needs Attention warning to see the error message. For more, see Reputation reviews aren't syncing to Reputation Management due to the 'Needs Attention' error on the review site listing.
Note: You can also view these errors in Yext. Go to Listings > All Listings. If a status is Not Synced, click the listing to open a form with issue details and recommended solutions.
If you still need help with a missing Google review, see Unlink and relink Google accounts. For all other issues, contact ServiceTitan Support for assistance.
Unlink and relink Google accounts
Sometimes a listing shows a false Live status even though reviews are not syncing. This often happens if you changed your Google password, updated user permissions, or moved accounts within Google. Unlinking and relinking the account resets the connection.
In ServiceTitan, go to the navigation bar and click Marketing .
In the side menu, click Reputation > Listings to open Yext.
In Yext, click your Profile icon in the bottom-left corner.
Click Account Setting > Linked Accounts.
In the Listings Accounts section for Google Business Profile, click Unlink Account.
Click + Link another account and sign in to the Google account with Owner or Administrator permissions for your business.
In the Yext side menu, go to Listings > All Listings and find your Google Business Profile.
Click Set Up next to the listing and link the correct Google account for that location.
If unlinking and relinking does not fix the issue, contact ServiceTitan Support for assistance.