Overview
The New Customer Portal allows your customers to take self-service actions based on the data you already have in ServiceTitan. This includes paying invoices, accepting estimates, self-scheduling, and getting information on upcoming appointments, work history, and service agreements or memberships.
This overview covers everything you need to get started with the New Customer Portal.
Who uses this feature
Administrators, office employees, managers, accountants, bookkeepers, dispatchers, and customer service representatives (CSRs)
Applies to all business types
Applies to all trades
Feature configuration
Account configuration is required to use this feature. To update your account, please contact your success or implementation manager.
Things to know
Setup for the portal is self-service once the configurations are enabled for your account. You'll be able to set your host URL and choose which items appear to customers.
New features will be released continuously as we look to move additional customer interactions online.
If you're currently using the legacy Customer Portal, your customer's user accounts and passwords are migrated over by default to ensure a smooth transition. Please contact your CSM for more information.
Step 1: Enable the customer portal in your portal settings
To enable the portal:
Go to the navigation bar and click Settings
.In the side panel, click Communications > Customer Portal.
Click Enable and accept the terms and conditions pop-up to start configuring your customer portal.
Note: If you don't see the Customer Portal tab in the side panel, please contact your success or implementation manager.
Step 2: Fill out the general details section
To complete this section:
Enter a host name. The URL to reach your portal will be https://host.myservicetitan.com where host is the text you choose.
Enter your company name. This appears in the header of the customer portal and any direct links you send for online payments and estimates.
Upload a logo image. This also appears in the header of the customer portal and any direct links you send for online payments and estimates.
Enter a contact email address. This email address is visible to users in the portal with an option to contact us and send an email to this email address from the portal if they have questions.
Enter a contact phone number. This number is also visible to users in the portal in case they want to call with questions.
When finished, click Save.
Note: For online estimate and payment links, the company name, logo, and contact details come from the associated business unit. If this information isn't filled out in the business unit, the details you add here are used instead.
Your portal is now active!
Note: You can change any of these settings later, including the host name.
Step 3: Configure your permissions
By default, any customer whose email address is in a customer or location record in ServiceTitan can sign up for the customer portal using that email. If you'd like to restrict most customers from signing up for the portal:
Go to the navigation bar and click Settings
.In the side panel, click Communications > Customer Portal > Permissions.
Click Require invite to sign up for portal.
When finished, click Save.
Step 4: Configure your feature controls
Go to the navigation bar and click Settings
.In the side panel, click Communications > Customer Portal > Feature Control.
Direct Links
If you're sending out online estimate and online payment links today, the invoice/estimate page that the user accesses now includes a Sign In option, allowing the user to access the customer portal sign in page and self-register if they don't already have an account. These customers will still be able to pay the invoice or accept the estimate without signing in.
Unchecking this box will remove the sign in link from the online payment and online estimate links. This is only recommended if you want to restrict most users from accessing the customer portal.
Jobs and Appointments
By default, all jobs and appointments appear in the portal.
Appointment Scheduler: This allows users to schedule appointments through either your selected Scheduling Pro widget or through the Web Scheduler 2.0 widget if you are not using Scheduling Pro.
Job & Appointment Statuses to Display: Choose when an appointment should and should not appear in the portal for users who have access to the customer or location that the appointment is tied to. The users see the invoice summary for the appointment if available.
Appointment Time Display Options: Choose how to display appointment times in the customer portal based on their current status. If you don't want to show appointment times or arrival windows at all, select Show date only.
Job Name to Display: Choose the job title format that appears to customers in the portal for past and upcoming jobs. For example, if you don't want the job type to show, select one of the other options.
Invoices
By default, invoices appear in the portal upon job completion. You can also filter them based on one of the following criteria:
Export Status: Filter invoices to only appear in certain export statuses.
Review Status: Filter invoices to only appear in certain review statuses. This approach is recommended if you are using the Transaction Hub in ServiceTitan.
Note: Only users with billing access can see and pay invoices in the portal. Invoice summaries are available to all users in the portal when viewing appointment history.
Proposals & Estimates
In this context, a Proposal is the customer-facing term for an Opportunity in ServiceTitan. The Opportunity can contain any number of estimates and is typically linked to a job, but it can also exist under a project or directly under a location.
There are several criteria that define whether an estimate appears in the portal:
Emailing estimates: By default, estimates appear in the portal only after they have been emailed out from ServiceTitan. This is because there is no Draft status on an estimate.
When a proposal appears: Within each proposal, only estimates in a status that is set to appear in the portal will appear. If no estimates are in a status that are set to appear, then the entire proposal will be hidden. There's a Draft checkbox when viewing an estimate in ServiceTitan. When checked, the estimate is considered not yet ready to appear in the customer portal. Once you email the estimate out, the draft checkbox is automatically unchecked, letting you know that the estimate is now considered ready to appear in the portal. You can also uncheck the box manually if you want the estimate to appear in the portal before it has been emailed out.
Status Filters: You can further refine when estimates appear to only show estimates while they are open, sold, or dismissed. They still need to be emailed to appear in the portal.
Expiring Links: If you email an open estimate out with an expiring link (for example, 30 days) then the estimate will only appear in the portal until that link has expired. In the future, there will be an option to show these estimates in the portal as Expired. Accepted estimates will continue to appear regardless of when they were sent or the links expired.
Proposal Name to Display: Choose how proposal titles appear in the portal. Estimates will still be grouped by opportunity, but we'll name each proposal based on your selection here. For example, if you don't want the job type to show, select one of the other options.
Toggle Enable Proposals & Estimates: You can hide all proposals and estimates from the portal.
Note: Once an estimate has been emailed, it appears in the portal for all users who have billing access to that customer, not just the user the estimate was emailed to.
Service Agreements
If you are using Service Agreements in ServiceTitan, you have the option to display service agreements in the portal as well. If you are using e-sign for Service Agreements, your customer can also sign the emailed agreement in the portal.
There are several criteria that define whether an agreement appears in the portal:
Enable Service Agreements: You can hide all service agreements from the portal.
Service Agreement Statuses to Display: Draft, Hold, and AutoRenew agreements do not appear in the portal as these are not considered customer-facing. You can choose which other statuses to enable.
Visit Statuses to Display: By default, visits and their associated time windows appear in the portal. To hide Unscheduled visits on both the Jobs tab and Service Agreement Details screen in the portal, deselect the Show "Unscheduled" visits for service agreements in the upcoming jobs list checkbox. In the future, you will be able to show or hide time windows.
Tip: If you have AutoRenew agreements, we recommend that you review those agreements and then move them into the Accepted status once reviewed so that the new agreement appears in the portal when ready to view, not only when it becomes Activated.
Memberships
If you are using ServiceTitan's Memberships feature, then you have the option to display memberships in the portal as well.
There are several criteria that define whether a membership appears in the portal:
Allow users to view Memberships option: You can hide all memberships from the portal.
Status filters: If you do choose to display memberships, active memberships always appear in the portal. You can further refine whether to show Canceled, Expired, or Suspended memberships.
Recurring service message: This is an option to write a message that displays whenever a user views the visits section of a membership in the portal.
Equipment
This option allows you to toggle the Equipment tab in the portal. When enabled, the user can view the service history and proposal history for each equipment that is linked in a job's invoice.
Business Units
These filters currently allow you to hide invoices based on their business unit. These filters also affect estimates, jobs, service agreements, and memberships.
Note: Remember to click Save after making changes.
Step 5: Configure your online payments settings and email templates
Go to the navigation bar and click Settings
.In the side panel, click Communications > Customer Portal > Related Settings.
Click Go to Online Payments Page or Go to Email Settings Page.
Tip: You can also find these screens by going to Settings
> Invoicing > Online Payments and Settings > Invoicing > Email, respectively.
Online Payments
The choices you make on this screen affect both the customer portal and any direct online payment links that you send to customers.
Payment methods: Enabling credit card and ACH payments applies to both online payment links and the customer portal.
Saved credit cards and saved bank accounts: This setting only affects the customer portal, not direct online payment links. It allows users to save cards or bank accounts when making a payment. It also allows users to manage cards outside of the payment flow, to add or remove saved cards, and change the card associated with a membership.
Note: Cards and bank accounts associated with a customer are synchronized between the customer record--managed by the office--and the customer portal, regardless of where the information was initially saved.
Business unit filters: Control which business units and customer types (residential or commercial) can use each payment method type.
Tip: If you don't want certain large transactions to be paid with credit cards, you can separate them by business unit.
Email templates
When configuring an email template, you can add the {CustomerPortalLink} placeholder to the template. This inserts the URL to your customer portal in emails you send so that your customers are prompted to sign up without you having to send them a sign up link from the customer page. You can also add your customer portal URL to any other emails you send out to help drive users to the customer portal so they can sign up for it themselves.
Step 6: Manage users
After you've invited your customers to the portal and they've completed their registration, you can manage them directly in Settings > Communications > Customer Portal > User Management.
View portal invitations and user details
Look at the Status column on the User Management tab to check a user's invitation status:
Invited: An invitation was sent, but the user has not completed registration. The date the invitation was sent is shown.
Expired: An invitation was sent, but the user did not complete registration and the invitation is now expired. The date the invitation was sent is shown.
Active: The user completed registration. The date the user last signed in is shown.
Note: If the user signed in through the third-party Continue with Google option, that sign in date might not be shown.
You can also click Expand 
next to a user's name to see more details about them.
Search, filter, and sort users
On the User Management tab, you can:
Enter an email address in the Search box to find a user by email.
Click Filter
to narrow users by: Customer
Location
Status
Date Last Invite Sent
Date Account Created
Click the Arrow
next to the Email Address column to sort the results.
Perform bulk actions
Select multiple users on the User Management tab and click Actions to:
Resend Invite
Send Password Reset
Remove User
Note: For how to invite new users in bulk, see the Sign up through invitation section of Invite your customers to the New Customer Portal.