Contact Technical Support with the Enterprise Hub

Overview

The Help Center brings Atlas, Knowledge Base articles, Academy videos, and support cases all in one place. Enterprise Hub (EH) also includes the Help Center so you can view and submit support cases across your network without switching tenants.

About the Technical Support team

If Atlas, our knowledge base, or Academy don't have what you need, the ServiceTitan Technical Support team is here to help. You can contact us by live chat, phone, or email to:

• Diagnose and troubleshoot issues, including system errors

• Repair issues and other problems

• Assist you with completing tasks, such as understanding error messages and looking into report or data discrepancies

Note: To get the most out of your ServiceTitan account, including an introduction to new features and workflows to better serve your business needs, please contact your Customer Success Manager. For more, see Technical Support vs Customer Success.

Use the Help Center in Enterprise Hub

You can get technical support through our Help Center when using Enterprise Hub.

1. Login to Enterprise Hub and click Help.

2. In the Help menu that opens, click Get Help.        

   Note: Depending on the screen you're on in Enterprise Hub, the list of Knowledge Base and Academy videos changes to more relevant information for the screen you're viewing.

    

3. Get Help opens where you can ask Atlas, your team's AI sidekick, for quick answers, workflow guidance, and recommended articles or videos. 

Create a support case in Enterprise Hub

If you still need help after chatting with Atlas, open a support case.

1. Click Create Support Case or ask Atlas to open a case, then select Create Support Case. 

2. Select one of the categories that most closely matches the topic you need help with:        

   1. My Account: Select for help with topics such as My Bill, Login & User Permissions, Managed Technician Licenses, Payment Method, My Subscription, or other account-related issues.

   2. Accounting, Financing, & Inventory: Select for help with topics such as Accounting Software Integration, Bank Deposits, Financing Questions, Inventory & Purchasing, Invoicing, Payment Processing, Processing Fees/Rates, or My Statement.

   3. Job Booking & Dispatching: Select for help with topics such as Appointments, Jobs & Projects, Call Booking, Customer Communications, Customer & Location Profiles, Dispatch & Scheduling, GPS & Other Integrations, Phones, or Phones Pro.

   4. Mobile Apps & Site Performance: Select for help with topics such as Mobile App and Site Performance.

   5. Other Office Operations: Select for help with topics such as Marketing & Campaigns, Marketing Pro, Memberships, Payroll, Pricebook, Pricebook Pro, Reporting & Dashboards, or Settings.

3. After selecting a category, select a topic to specify the area you need help with. 

4. Enter a description of the issue you're experiencing, then click Next. 

5. We'll suggest relevant articles or lessons based on your selected topic and issue details. Click a link to open it in a new tab, or select See more articles for more options. 

6. If the article helps you with your question, click Yes.

7. If the suggested Knowledge Base articles or Academy videos weren't helpful, click No, contact support. 

8. Select how you'd like to contact support. For the fastest response, we recommend using Live Chat.        

   Note: Outside business hours, unavailable methods are grayed out or don't appear. If you don't see an option, use Email Support.

          

   Note: Depending on the Topic you selected, your question may be sent to a team that specializes in those types of questions. This ensures it reaches the appropriate team and gets the fastest, most accurate response.

9. Add additional details about the issue you're experiencing. You can also upload files, such as screenshots of the issue.      

   Note: Fields change based on the selected topic.

10. Click Submit to continue. If there's nothing to add click Skip. 

11. Select the tenant that you're submitting this case for from the Tenant Name dropdown. 

12. Enter or verify your contact information and click Start Chat or Submit depending on the channel you've selected.

View cases for different tenants

Since support cases created from Enterprise Hub are assigned to specific tenants, the My Cases screen allows you to manage support cases from EH without having to login the associated accounts directly.

1. Login to Enterprise Hub and click Help .

2. In the Help menu that opens, click My Cases. 

3. Click the My Cases or My Network's Cases tab.        

   1. My Cases shows any cases that you personally created in Enterprise Hub.

   2. The My Network's Cases tab shows cases created by anyone in your Enterprise Hub network. 

4. View and manage your ongoing support cases. For more, see View my cases in the Help Center.

Hours of operation

Live chat and email support

Live chat and email support are available 24 hours a day, 7 days a week.

Phone support

Note: For after-hours support, start a live chat or leave a voicemail and press 1 to notify the on-call emergency team.

US, Canada

Australia

ServiceTitan directory

Use this directory for specific inquiries or questions about ServiceTitan products and services.

Want to learn more?

• ServiceTitan Academy: Full library of training videos, webinars, and self-paced learning paths

• TitanAdvisor: Automated best-practice guide that helps you get the most out of ServiceTitan, no matter where you are in your business journey

• ServiceTitan Marketplace: Information regarding our third-party integrations

• ServiceTitan Community: Check on your open Support cases, share ideas, engage with other ServiceTitan users, and contribute to peer discussions

• See View my cases in the Help Center

• See Give ServiceTitan Support temporary access