Customer Portal
What is a Customer Portal?
The Customer Portal is a web portal where your customers can view their outstanding invoices, service history, and request appointments.
Are there any requirements to access the Customer Portal?
Before you can access the Customer Portal, an administrator needs to review and accept the Legal Agreement. Additionally, you need to enable the Customer Portal toggle, for more information see Customer Portal.
How can I access the Customer Portal?
To access the Customer Portal, go to Settings > Communications > Customer Portal. The Customer Portal link is set in the Host field.
How do my customers access the Customer Portal?
Your customers can access the Customer Portal through a link that you email them or they otherwise gain access to. After your customers first land on the login page, they can click Request an invitation to register for your customer portal.
To ensure your customers have easy access:
Add a link to your customer portal in your customer notifications by editing your email notification templates. To learn more, see Customize notification message templates.
Add a link to your customer portal in your invoice email template. After you activate and set up your customer portal, use the {CustomerPortalLink} placeholder in the invoice email template to direct customers to your customer portal login page. For more, see Customize email templates.
Embed a link to your customer portal on your website with a prominent call-to-action.
While on the phone with customers, ask them if they know about the portal. Encourage customers to register if they have not. If a customer has already registered, encourage them to bookmark the login page.
Can I reset the Customer Portal URL Host field?
Yes. You can reset your portal for your Host Name. To set up your Customer Portal Host name use a unique, and easy-to-remember name related to your business.
Can I use the name of the Host ServiceTitan has reserved?
No, if you use the Host name ServiceTitan has reserved, you’ll get an error message asking you to choose another name.
Is there a minimum and maximum character length to set the Customer Portal URL Host name?
Yes, there is. The characters maximum limit is 63 and minimum limit is five.
Note: All characters should be in lowercase.
Can I log in the Customer Portal if ServiceTitan Payments is not enabled?
Yes. You can log in the Customer Portal and view your open Invoices and Service History even if you don’t have ServiceTitan Payments enabled, but you can’t make any payment.
Can I make a payment in the Customer Portal if ServiceTitan payments is not enabled?
No. You can’t make a payment.
Why can’t I process credit cards through the Customer Portal?
To process credit cards through the Customer Portal, you must have ServiceTitan Payments set up and enabled.
Do all location’s histories and invoices appear in their Customer Portal account if a customer has multiple locations with the same email associated?
Yes. If you have more than one profile the Customer Portal shows Service History and Invoices from all profiles that are associated with the same email address. Once you click the Invoice tab then click the bill to dropdown to select the customer you want to look at.
Can a customer pay multiple invoices with one charge in the Customer Portal?
Yes, they can select multiple invoices to pay at one time.
Where can I find the payments made online through the Customer Portal?
You can view the payments made online through the Customer Portal in the job’s audit trail.
How can I benefit from using the Customer Portal?
To get more benefit of using the Customer Portal, encourage your customers to use the Customer Portal by sending them the link in email, add the link in your invoice email template, or embed the Customer Portal link on your website with a prominent call-to-action.
Can customers pay with GreenSky in the Customer Portal?
Yes, customers can pay with their GreenSky virtual card, but they can’t apply for GreenSky in the Customer Portal.
Can my customers submit appointment requests for jobs in the Customer Portal?
Yes. If the Web Appointment Scheduler is enabled your customers can submit appointment requests for jobs in your customer portal. To set this up, go to Settings > Customer Portal and toggle on the Appointment Scheduler.
Where do the Web Appointment Scheduler requests by my customers appear?
The Web Appointment Scheduler requests appear under Bookings on the call booking screen and you can book jobs through the booking request. For more information on this see Manage Bookings.
Do $0 jobs appear in the Customer Portal?
Yes, they appear in the history tab, but not on the invoices tab.
If you think that a job is missing, make sure that the job’s business unit is selected.
To check if the job’s business unit is selected:
In ServiceTitan, go to Settings > Communications > Customer Portal.
Check if the business unit is selected in the Allow customer portal user to view and download invoices for jobs associated with the following business units section.
Can I pay for a whole project at once in the Customer Portal?
It is not possible to pay for the whole project at once in the Customer Portal. You need to pay each invoice individually to complete the payment for the project.
Why aren't my changes saving?
Ensure that all required fields have been completed before saving changes to your customer portal settings.