Set up your email domain for ServiceTitan communications

Coming ST-80

Overview

ServiceTitan sends invoices, estimates, and appointment confirmations to your customers on your behalf. Right now those emails come from noreply@onservicetitan.com. Most customers don't recognize that address. Some ignore it. Some might mark it as spam.

This guide walks you through setting up your company's own email domain so those emails come from an address your customers trust — such as info@yourcompany.com.

Things to know

• This guide covers the emails ServiceTitan sends to your customers — invoices, estimates, appointment confirmations, and follow-ups. It does not cover Marketing Pro campaigns. If you use Marketing Pro, marketing email domains are set up separately in your Marketing Pro settings. The two are completely independent. Setting up your domain here does not change how Marketing Pro sends email.

• You need access to the account where your domain is managed. This is usually the company you bought your website address from.

• Your administrator must grant you the Email Domain Authentication permission before you can see this feature.

• Setting this permission to Manage turns on multi-factor authentication for your user account. You'll be asked to sign in again.

• Adding the records takes five to ten minutes. Changes then take 15 minutes to 48 hours to take effect before you can verify.

• To remove a domain, contact ServiceTitan Technical Support. There's no delete option in your account.

Best practices

• Always copy and paste values from ServiceTitan. Never type them by hand — one wrong character causes verification to fail.

• If you're not sure what any of this means, you don't have to do it yourself. Use the Share with IT team option in ServiceTitan to share these instructions with your IT person or whoever manages your website.

• Use the Copy All option to grab every record at once rather than copying them one at a time.

• Check how your provider displays each record after you save it. Catching a mistake now saves you a day of waiting.

• DNS changes can take up to 48 hours to take effect, so plan accordingly if you have a deadline.

Use cases

• An office manager wants invoices to come from billing@theircompany.com so customers recognize them and pay faster.

• A business owner notices appointment reminders are landing in customer spam folders and wants to improve delivery.

• An administrator setting up a new ServiceTitan account wants email to show the company address from day one.

• An office employee hands the DNS records to the company's web designer, who adds them the same afternoon.

Step 1: Get your records from ServiceTitan

1. Go to the top toolbar and click Settings.

2. In the side panel, go to Communications > Email Domains.

3. On the screen that opens, click Add Domain to add the domain you want to send email from.

   

   Note: Enter your company's own domain. Free email providers, such as gmail.com, yahoo.com, and outlook.com can't be set up this way.

4. On the records screen that opens, click Copy All. ServiceTitan gives you three CNAME records. Each record has a Host and a Value.

   Tip: ServiceTitan detects who manages your domain and shows it on this screen — for example, "Your domain appears to be managed by GoDaddy."

   If this doesn't mean much to you, you don't have to do it yourself. Use Share with IT Team to share these instructions with your IT person or whoever manages your website.

Step 2: Add the records at your domain provider

If you're not sure where your domain is managed, check your email for the receipt from when your website was set up. It usually comes from the domain provider. Common providers include GoDaddy, Cloudflare, Wix, Namecheap, Network Solutions, Hostinger, Bluehost, Google Domains, Amazon Route 53, IONOS, Microsoft 365, SiteGround, and Squarespace.

These steps work for any provider:

1. Sign in to your domain provider's website.

2. Find your domain's DNS settings. Providers name this differently — look for DNS, Domain Settings, DNS Management, or Advanced DNS.

3. Select the option to add a new record.

4. Set the record type to CNAME.

5. Paste the Host value from ServiceTitan into the field your provider calls Name, Host, Hostname, or Alias.

6. Paste the Value value from ServiceTitan into the field your provider calls Value, Points to, Target, or Data.

7. Save the record, then repeat for all three records.

WARNING: Always copy and paste. Even a small typo means causes verification to fail.

Add the optional record

This optional record (called DMARC) tells email providers what to do if someone tries to send email pretending to be from your domain. Adding it can improve how email providers trust your messages.

1. Add a new record the same way as above.

2. Set the record type to TXT instead of CNAME.

3. Paste the Host and Value from ServiceTitan, then save.

Step 3: Avoid the two most common mistakes

Most setups that fail, fail for one of these two reasons. Check both before you verify.

Your domain name appears twice

Many providers — including GoDaddy, Hostinger, Namecheap, Wix, Network Solutions, and Bluehost — automatically add your domain name to whatever you enter in the Name or Host field.

If ServiceTitan gives you a Host value of em1234.yourdomain.com and you paste the whole thing, your provider turns it into em1234.yourdomain.com.yourdomain.com. That's wrong, and verification fails.

What to do: For most providers, paste only the part before your domain name.

• If the Host value is em1234.yourdomain.com, enter just em1234

• If the Host value is s1._domainkey.yourdomain.com, enter just s1._domainkey

How to check: After you save the record, look at how your provider displays it. If you see your domain name twice, delete the record and add it again using only the first part.

Note: Not all providers work this way. Some need the full value. What matters is that your domain name doesn't appear twice in the saved record.

Cloudflare's proxy setting is on

If you use Cloudflare, each record has a Proxy Status toggle. It shows either an orange cloud (Proxied) or a gray cloud (DNS Only).

These records must be set to DNS Only. If the cloud is orange, verification fails.

What to do: After you add each record in Cloudflare, click the cloud icon to turn it gray, then save.

Step 4: Verify your domain

DNS changes don't take effect right away. Most providers take 15 minutes to two hours. Some take up to 48 hours.

1. Go back to Settings > Communications > Email Domains.

2. Click your domain.

3. Click Verify. If every record is found, your domain is verified and ready to use.

4. To start sending from your new address, update your sender settings in your email templates or business unit configuration.

5. If some records aren't found yet, wait a few hours and click Verify again.

Note: A failed verification usually means the changes haven't spread across the internet yet. It doesn't mean you did something wrong.

If verification keeps failing

Work through these in order:

• Wait the full 48 hours. Most failures resolve on their own.

• Check that your domain name doesn't appear twice in any record. See Step 3.

• If you use Cloudflare, check that every record shows a gray cloud, not an orange one.

• Compare each saved record against ServiceTitan character by character. Copy and paste again rather than correcting by hand.

• If you're not sure how to reach your DNS settings, contact your domain provider's support team. Searching their help center for "add CNAME record" usually finds their guide.

• If it's been more than 48 hours and the records still aren't passing, contact ServiceTitan Technical Support.

Want to learn more?

• See Overview: Customer notifications

• See Customize notification message templates

• See Manage Marketing Pro Email settings