Manage the suppression list

Overview

The suppression list is a set of email addresses that ServiceTitan will not send messages to as part of Marketing Pro email campaigns. The suppression list includes email addresses that are invalid, no longer in use, aren’t email addresses that customers actually use, or whose owners opted out of your marketing content.

You can use the suppression list to understand why some users aren’t receiving your marketing emails. Where appropriate, you can then take action to ensure that they will receive marketing emails from you in the future.

Things to know

• Email addresses can be added to the suppression list for various reasons. For more, see Reasons email addresses appear on suppression list.

• The suppression list blocks only marketing emails and does not affect email messages sent as part of job notifications, invoices, and other non-marketing emails. For more on notifications, see How to turn notifications on or off for any job.

• You can add multiple email addresses to the suppression list at once by uploading a CSV file. Each upload can include up to 2,100 email addresses.
  
  If your list contains more than 2,100 addresses, we recommend splitting it into multiple CSV files and uploading them separately. Uploading a file with more than 2,100 entries will result in an error.

• All email addresses must follow the formatting guidelines described in Understanding Valid Email Address Formats: A Short Guide. Any address in an invalid format will trigger an error when added to the list.

• Customers added manually to the suppression list show as either Unsubscribed or Never Email in the Reason column of the suppression list.

View the suppression list

1. Go to the top toolbar and click Settings .

2. In the side panel, click Marketing Pro > Suppression List.

3. Click a customer name to view their profile.
   

4. Under the Reason column, you can view why the customer's email address was added to the suppression list.
   

5. Under the Date Added column, you can see when the customer's email address was added to the suppression list.

Tip: To sort by customer name or reason, click the Customer Name or Reason column.

Reasons email addresses appear on the suppression list

1. Customer-side reasons can be:

   • Invalid Format: The format of the customer email is not valid and the email does not pass validation. For example, when it’s missing an “@” sign.

   • Unsubscribed: The user clicked the Unsubscribe link in a Marketing Pro email from your company.

   • Spam Complaint: A customer or ISP (email provider) labels one of your marketing emails as spam.

2. Office-side reasons can be:

   • Unsubscribed: The Do not send promotional marketing emails was checked on the Customer Record from your Office side. For more, see Add email addresses to the suppression list.

   • Hard Bounce: The email delivery attempt resulted in a hard bounce, and the email wasn't successfully delivered.

   • Manual Unsubscribed: User emails are uploaded in bulk to your Suppression List (by going to Settings > Marketing Pro > Suppression List).

   • Never Email: An email address that should never receive marketing emails because it isn’t real or is never used by customers to check for incoming messages. For example, fake email addresses entered during registration or email addresses used exclusively to send invoices.  For more, see Add email addresses to the suppression list.

Add email addresses to the suppression list

To stop sending marketing content to specific customers, you can add their email addresses to the suppression list. There are two ways to do this:

• Bulk upload: Use a CSV file to upload up to 2,100 email addresses at once.

• Manual entry: Add individual email addresses one at a time.

All email addresses must follow the formatting guidelines described in Understanding Valid Email Address Formats: A Short Guide. Any address in an invalid format will trigger an error when added to the list.

Add multiple email addresses to the suppression list at once

You can add multiple email addresses to the suppression list at once by uploading a CSV file. Each upload can include up to 2,100 email addresses.

If your list contains more than 2,100 addresses, we recommend splitting it into multiple CSV files and uploading them separately. Uploading a file with more than 2,100 entries will result in an error.

1. On your computer, create a file using a spreadsheet application to make a list of customer email addresses in the first column. No need to include a header row or any other columns. See the example of the spreadsheet below.
   

2. Save or download the spreadsheet as a CSV file on your computer.

3. In ServiceTitan, go to the top toolbar and click Settings .

4. In the side panel, click Marketing Pro > Suppression List.

5. Click Add to List.
   

6. In the pop-up, click Manual Unsubscribes, and then click Next.
   

7. Click Choose File and select your saved CSV file.

8. Click Submit.
   
   Customers included in your CSV file appear on the suppression list.
   

Add individual customer email addresses to the suppression list

1. Search for and open the customer record.

2. Click Edit next to the customer’s name.
   

3. Select Do not send promotional marketing emails.
   

4. Click Save. The Suppression List updates with the email addresses you added.
   

Add email addresses to the Never Email list

1. In ServiceTitan, go to the top toolbar and click Settings .

2. In the side panel, click Marketing Pro > Suppression List.

3. Click Add To List.
   

4. Select "Never Email" List, and then click Next.
   

5. Enter an email address that you want to add to the Never Email list. Click Add Another to add more email addresses, and click Add when you're finished.
   
   The Suppression List updates with the email addresses that you added.
   

Remove an email address from the suppression list

Depending on why an email address was added to the suppression list, you may or may not be able to remove it.  If the customer was added to the suppression list automatically because of:

• Invalid formatting or hard bounce: You can update the email address in the customer’s profile to the correct format. For example, recipientname@emailaddress.com.

• The customer unsubscribed from your marketing emails: The customer must manually resubscribe to your marketing emails. 

• Spam complaint: You cannot remove customer email addresses that were added to the suppression list due to a spam complaint.

• Never Email: Click remove in the corresponding row.
  

Download the suppression list

1. Go to the top toolbar and click Settings .

2. In the side panel, click Marketing Pro > Suppression List.

3. Click Download CSV.
   
   A CSV file of the suppression lists downloads. You can open it with a spreadsheet program like Excel or Google Sheets.

Want to learn more?

• See Overview: Using ServiceTitan Marketing Pro

• See Manage customer and service location records