ServiceTitan integration with ServiceChannel

Overview

The ServiceChannel integration allows your office staff to seamlessly receive ServiceChannel work orders directly in the ServiceTitan Job Booking screen or Dispatch Board. The integration also automatically sends job status updates back to ServiceChannel based on the actions taken in ServiceTitan.

Things to know

• The ServiceChannel integration in ServiceTitan is managed through WorkConnect. For more, see WorkConnect overview.

• Setup is required to integrate your work orders from ServiceChannel into ServiceTitan. When you enable the ServiceChannel integration, you authorize ServiceChannel to access and manipulate your data stored within ServiceTitan software. You must have an administrator or owner role in ServiceTitan to accept the API Data Authorization and set up the integration.

• If a work order doesn't have the statuses In Progress / Dispatch Confirmed or Open / Declined, the integration adds a note on the ServiceChannel work order. It also marks it as Action Required and your team gets an automatic email from ServiceChannel with the subject "New Note - ACTION REQUIRED" to let you know.

  Note: The integration also adds a note to the work order [“companyname” has accepted this work order] or [“companyname” has declined this work order] and the status of the work order remains Open.

  
  When you receive this email, it means that the integration wasn’t updated to the next status and the CSR should go to ServiceChannel to update the work order status.

• To enable data retrieval from ServiceChannel for integration with ServiceTitan, the ServiceChannel administrator should create:

  • An admin user for the ServiceTitan API

  • ServiceChannel API Client Key and Secret

• After the integration is enabled, we recommend you avoid accepting or declining new work orders from your ServiceChannel email notification or in ServiceChannel itself. This may cause errors. The work order needs to be managed using the ServiceChannel portal or your email.

• If you approved a new work order in ServiceChannel but haven’t acknowledged it in the ServiceTitan Booking screen, our integration takes note of this action in ServiceChannel and subsequently updates the corresponding booking in ServiceTitan with the following message:
  

• Work orders already started in ServiceChannel prior to setting up the integration aren't synced with ServiceTitan so be sure to finish those in ServiceChannel.

• See the ServiceChannel integration walkthrough video to learn more about how to:

  • Set up the ServiceChannel integration

  • Select and sort work order (WO) information

  • Add IVR check-in instructions and pin

  • Accept or decline ServiceChannel work orders (WO) in ServiceTitan

  • Convert the booking into a job

ServiceChannel integration features

The ServiceChannel integration includes a suite of streamlined features designed to enhance your workflow efficiency between ServiceTitan and ServiceChannel. From automated job conversion to customizable data syncing preferences, these features empower you to optimize every step of your workflow seamlessly. These features include:

• Automated ServiceTitan Job Conversion: Designate specific work orders to auto-convert into ServiceTitan booking requests or jobs. This saves time and expedites job assignments without manual booking.

  Note: To send a work order directly to ServiceTitan as a job, ensure you have converted a ServiceChannel booking into a job. ServiceTitan needs to know which ServiceChannel subscriber and location maps to which ServiceTitan customer and location. After you've converted a work order booking into a job, any subsequent work orders with the same subscriber and location pair will use this mapping to be sent over as a ServiceTitan job.

• Not-to-Exceed (NTE) Transfer to Custom Field: Seamlessly send NTE values to custom fields in ServiceChannel for accurate financial tracking during job creation.

• Job Status Updates: Define default status mappings between ServiceTitan and ServiceChannel for consistent communication and workflow management.

• Automated Technician Check-in and Check-out: Streamline the technician check-in process with an automated recording of their arrival at job sites. This enhances your operational efficiency and service delivery.

• Attachment Sharing: Easily share job-related attachments between ServiceTitan and ServiceChannel for comprehensive communication and collaboration.

  Note: ServiceTitan only sends attachments once after a job is marked as completed. Any additional attachments added after the job is marked as completed will not be sent to ServiceChannel.

• Note Sync: Seamlessly sync internal notes between ServiceTitan and ServiceChannel. Notes created in ServiceTitan from the office or mobile app automatically sync to the work order in ServiceChannel. Any notes added by the Subscriber in ServiceChannel will also be added to the job in ServiceTitan. Things to keep in mind:

  • Note syncs occur in under five minutes. 

  • Changes to existing notes appear as a new note on ServiceChannel’s end.

  • Make sure any notes you or your technicians write are appropriate for all audiences. Notes in ServiceTitan automatically sync to ServiceChannel, and therefore your subscribers.

    Tip: In ServiceTitan, you can configure note syncs for specific ServiceChannel subscribers and keep it turned off for others.

• Invoice Status Sync: Set default status mappings for invoices to ensure accurate and synchronized invoice management across ServiceTitan and ServiceChannel.

  Note: Invoice syncs occur on an hourly basis.

• Override Subscriber Status Mapping: Manually adjust Preferences, Job Status, and Invoice Status mappings for specific subscribers in ServiceChannel to maintain accurate records and address specific scenarios effectively.

ServiceTitan and ServiceChannel Status Mapping

ServiceChannel allows subscribers to set up their own work order statuses in their accounts. To adapt this logic in our integration, we mapped certain ServiceTitan statuses to ServiceChannel statuses in the following manner:

Want to learn more?

• See Set up ServiceChannel Integration

• See Manage ServiceChannel Integration