ServiceTitan offers on-demand access to technical support and time with success managers or pro product specialists to help you build a path toward success when using ServiceTitan for your business. Know when to contact each of these services.
Who uses this feature
All users
Applies to all business types
Applies to all trades
Who is Technical Support
Technical support is available on demand to help with technical issues when you’re using ServiceTitan products. Key ways support is here to help you:
Diagnose and troubleshoot issues
Repair issues as needed
Assist you with completing tasks, including understanding error messages and looking into reporting or data discrepancies
What to expect when you contact Technical Support
Count on us to… | Research, diagnose, troubleshoot, solve, and repair technical issues |
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We’re skilled in… | Using ServiceTitan products |
We optimize for… | Speed resolution of technical blockers you experience when using ServiceTitan products |
Our interactions are… | Reactive through on-demand access during business hours and with extended hours of operation |
We are available… | Through ServiceTitan Help Center |
In trade terms, think of us as… | Service technicians who are responsible for diagnosing issues and repairing them as needed |
Who is Customer Success
Customer Success Managers (CSMs) are advisors who ensure you’re using ServiceTitan products as efficiently and effectively as possible, maximizing your return on investment (ROI). Key ways they are here to help you:
Advise on best practice workflows
Share with you new features and recommended practices
Partner with you to build a success plan so you don’t lose momentum regardless if you’re new to the product or are a super user
Schedule calls with you to review the ongoing health of your account, including facilitating training sessions
What to expect when you contact Customer Success
Count on me to… | Drive desired business outcomes through best practice recommendations to maximize the value gained from the ServiceTitan platform |
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We’re skilled in… | The intersection of the ServiceTitan platform and your business objectives |
We optimize for… | Adoption and use of platform capabilities to help you achieve your business objectives |
Our interactions are… | Proactive through scheduled success calls |
We are available… | Mainly during regular business hours, 8:00 AM–5:00 PM |
In trade terms, think of us as… | Advisors who are your central points of contact and help you build a plan that aligns with your business goals. Includes finding and coordinating the right resources to deliver on projects as needed |
Who are Pro Product Specialists
Pro Product Specialists (PPS) are your single point of contact for Pro Product Success, similar to a CSM for the core platform. Our Pro Product Specialist is your long-term business partner, helping you get the most from your Pro Products and adopting key features you might need to leverage to maximize your ROI. Key ways they are here to help you:
Maximize your ROI of Pro Products
Share with you updates and best practices for your Pro Products
Schedule calls with you to review the health of your Pro Products, including facilitating training sessions
What to expect when you contact your Pro Product Specialist
Count on me to… | Drive desired business outcomes through best practice recommendations to maximize the value gained from your Pro Products |
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We’re skilled in… | The intersection of the ServiceTitan Pro Products and your business objectives |
We optimize for… | Adoption and use of Pro Product capabilities to help you achieve your business objectives |
Our interactions are… | Proactive through scheduled Pro Product success calls |
We are available… | Mainly during regular business hours, 8:00 AM–5:00 PM |
In trade terms, think of us as… | Specialists who are your central point of contact for Pro Products and help you build a plan that aligns with your business goals |
What’s the difference between going to Technical Support, Customer Success, and my Pro Product Specialist?
You should still leverage our technical support team if your question is more technical or related to a step in the process you need help with. CSMs can help you maximize your performance with the core ServiceTitan platform. PPSs help you determine how to leverage the Pro Product for higher ROI. They can also help you with more complex workflows or workflows catered to your business and are more focused on the long term.
What can I try before reaching out for support with performance issues?
If you're having performance issues, you can try hard refreshing the page:
In ServiceTitan, go to the screen you're having difficulty with.
Using your keyboard, press Ctrl + Shift + R (for Windows OS) or Command + Shift + R (for macOS). This performs a hard refresh of the page.
Wait for the page to reload completely.
Try taking the action or step you were having issues with to see if the hard refresh resolved the issue.
How do I get in touch with my CSM?
The best way to contact your CSM is to go to TitanAdvisor and find the Contact your CSM section. You'll see your CSM's email and a link to schedule a meeting with them. If your company is part of a larger organization, you won't see CSM contact information. Please contact your company headquarters for guidance on CSM consult.
Do I have a different PPS for each of my Pro Products?
You’ll have the same PPM for each Pro Product you purchase. As soon as you purchase any Pro Product and complete onboarding, you’ll be assigned a PPS, and they’ll stick with you for as long as you have the Pro Product(s).
Will contacting my PPS cost me anything?
Not at all. It’s included with the purchase of any Pro Product.
How long will I have access to a Pro Product Specialist?
As long as you have a Pro Product, you’ll have a PPS. They are long-term resources for your business to get the most out of your Pro Products.
How do I get in touch with my Pro Product Specialist?
The best way to contact your PPS is by emailing proteam@servicetitan.com. From there, your email will automatically be routed to your assigned PPS.