Set up and use zones

Overview

Zones let you further divide your business units (BUs) into discrete groups based on geographic regions, and you can think of them as service areas that your business supports. You can use zones to see at a glance the region of each job and technician. When a technician or a job is in a zone, you see a color-coded dot next to the job and the technician's name on the Dispatch Board and the Schedule.

Who uses this feature

Administrators and office employees
Applies to all business types
Applies to all trades

Things to know

You can set a zone to include one or more ZIP Codes or cities.
You can use wildcards to add multiple ZIP Codes with only one entry. For example, add the wildcard ZIP Code 912* to include all ZIP Codes that begin with 912 to the zone.
Although you can use cities with zones, you'll get better, more accurate results if you use only ZIP Codes when assigning regions to zones.
A ZIP Code or city can only belong to one zone at a time.
Technicians can only be assigned to one Main Zone at once. If you want your technicians to be assigned to multiple zones at once, add them from the All Zones menu.
If you've imported locations into ServiceTitan, creating or editing a zone does not automatically apply it to those existing, imported locations. After you create or edit a zone, be sure to set the zone to existing locations.
Optionally, you can configure your Dispatch Board so that each technician's color is determined by the zone they are currently in (based on their device's GPS) rather than their assigned zone.

Add a zone

When you create a new zone, you can set its color, name, and each region that the zone supports. If you already divide your business into service areas, you can create them here. You can also name each zone by the city that it services, and add each ZIP Code within the city limits. To add a new zone:

Go to the top toolbar and click Settings .
From the side panel, go to Operations > Zones.
On the Zones screen that opens, click Add.
Enter selections for:
1. Color: The color of the zone.
  Note: You see zone colors on the Dispatch Board and Schedule Board.
2. Name: The name of the zone.
3. ZIP Codes: Each ZIP code you want to include in the zone.
4. Cities: Each city you want to include in the zone.
5. Business Units: Each BU you want to include in the zone. BUs can be assigned to more than one zone at once.
  Note: Ensure the Enable business units filtering by zip code on the Call Screen Feature Configuration is turned on in Settings to display this field in your account.
6. Service Days Enabled: Whether or not you want this zone to operate only on certain days.
  Note: Service Days are not compatible with technician time slots. For more on technician time slots, see Adjustable Capacity Planning.
When finished, click Save.

Edit a zone

Go to the top toolbar and click Settings .
From the side panel, go to Operations > Zones.
On the Zones screen that opens, click Edit for the zone you want to change.
When finished, click Save.

Assign days of the week to zones

If you service a large territory and only go to particular zones on specific days of the week, you can assign days of the week to zones.

Go to the top toolbar and click Settings .
From the side panel, go to Operations > Zones.
On the Zones screen that opens, click Edit next to the zone for which you would like to assign days of the week to.
Select Service Days Enabled.
Click Service Days, and select service days the zone works during.
Note: If you enable Service Days but don't select any days of the week, no day of the week is set as the preferred day. CSRs will see a warning whenever they book a job within that zone.
When finished, click Save.

Booking a job in a zone with preferred days

After you set up preferred service days within a zone, CSRs see the preferred days highlighted in the date picker when booking a job.

Note: Preferred service days are only included in the date picker when booking a job. Preferred service days are not factored into other features, like Schedule Assistant and Adjustable Capacity Planning.

A date being selected from the Date field.

If a CSR tries to book a job for a location on a day that is not assigned to that zone, they see an alert, but are able to book the job.

The "Selected start date is not in the preferred days of week for this zone" warning message.

Remove a zone

You can remove a zone by deactivating it. Any ZIP Codes or cities in the deactivated zone are not reassigned to your other zones.

Go to the top toolbar and click Settings .
From the side panel, go to Operations > Zones.
On the Zones screen that opens, click Edit next to the zone you want to delete.
Click Deactivate.
When prompted, click OK to confirm your deactivation.

Apply new or edited zones to locations

If you've imported locations into ServiceTitan, creating or editing a zone does not automatically apply it to those existing, imported locations. After you create or edit a zone, be sure to set the zone to existing locations.

Go to the top toolbar and click Settings .
From the side panel, go to Operations > Zones.
On the Zones screen that opens, click Set Zones.
When prompted, click Yes to confirm.

Assign technicians to zones

Technical Support You can assign each of your technicians to one Main Zone. You can also assign additional zones to technicians with the All Zones dropdown.

Note: Account configuration is required to set technician zones and to see technician zones on the Dispatch Board. Please contact Technical Support for details.

Go to the top toolbar and click Settings .
From the side panel, go to People > Technicians.
On the Technicians screen that opens, click Edit for the technician you want to assign to a zone to.
On the Profile tab that opens, go to the Dispatching section, click the Main Zone dropdown, and select a primary zone to assign to the technician.
If the technician also does work for other zones, click the All Zones dropdown and select each of them.
When finished, click Save.