Customers are receiving incorrect times on their job booking and reminder notifications

  • Updated on Mar 27, 2026
  • Published on Mar 14, 2026
  • 1 minute(s) read
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Problem

When booking a job with a customer, for example, 2:00 PM–4:00 PM, ServiceTitan sends out an incorrect confirmation time, for example 1:00 PM–3:00 PM.

Solution

Workflows to Resolution

Follow these steps to ensure the correct confirmation time is sent to your customers:

  1. Check the time zone set on your computer. Make sure it matches your local time zone.

  2. In ServiceTitan, go Settings > Communications > Customer Notifications.

  3. Go to Booking Confirmations > Settings and Reminder Notifications > Settings.

  4. Review the arrival window settings. If the arrival window settings look incorrect, ask your account administrator to adjust the time.        

    Note: By default, your business hours in ServiceTitan are used by these settings to provide your customers with an arrival window. For more, see Choose your arrival window settings. If arrival window settings are already configured in Settings > Operations > Job Booking and in Settings > Operations > Arrival Windows, then any arrival window settings in Settings > Communications > Customer Notifications are overridden and hidden. For more, see Set up arrival windows.

Note: If these steps do not resolve your question, please contact support so we can review the issue further.

Tips for office administrators

Go to Settings > Your Account > Feature Configurations and review the following feature configurations:

  • Time Zone: The Current Value listed under this configuration is the current time zone set on your ServiceTitan account. If the time zone is incorrect, you can request to have it changed.

  • UseTenantTimeZone: Enabling this configuration allows all times to be displayed in your ServiceTitan account time zone on the Call Booking screen, the Dispatch Board, and in job records where others are booking jobs for technicians in another time zone.

  • Display Tenant Timezone in Global Header: Enabling this configuration adds your ServiceTitan account time zone to the navigation bar as a reminder to CSRs who are in different time zones. It also displays the time difference between the ServiceTitan account and the office employee's time zone set on their computer.

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