The New Customer Portal end user experience

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, and getting information on upcoming appointments, work history, and service agreements or memberships. This guide covers everything your customers have access to in the New Customer Portal as well as some upcoming features.

Things to know

• We'll refer to your customer as the user as they may have access to multiple Customer Records.

• What the user sees depends on your Customer Portal settings. The Jobs, Invoices, Proposals, Equipment, Service Agreements, and Memberships tabs can be disabled. When a tab is turned off, it's hidden from the portal and the user can no longer reach those records. For more, see Set up and customize the New Customer Portal.

• New features will be released continuously as we look to move additional customer interactions online.

View My Tasks

If your customer wants a high-level view of their pending action items:

1. The user goes to the My Tasks screen. 

2. The user can pay invoice balances, view upcoming appointments, and view and sign proposals.

Pay an invoice

If your customer wants to pay an invoice:

1. The user goes to the Invoices screen.

   Note: If Enable Invoices Tab is turned off in ServiceTitan Settings > Communications > Customer Portal > Feature Control, the Invoices tab is hidden and the user can't view or pay invoices in the portal. For more, see Set up and customize the New Customer Portal.

2. The user only sees invoices where the Bill To customer is one that the user's email address has billing access to. Billing access can be configured through the customer page in ServiceTitan.

3. The users can also view paid invoices, but not invoices that never had a balance greater than $0. 

   Note: Invoices that never had a balance greater than $0 are hidden unless Display $0 invoices is enabled in ServiceTitan Settings > Communications > Customer Portal > Feature Control. When that setting is enabled, $0 invoices appear in the paid section of the Invoices tab and on the related job, equipment, service agreement, or membership, the same as any other invoice. For more, see Set up and customize the New Customer Portal.

4. If the user has access to multiple customer records, they choose which customer they'd like to pay an invoice for from the Bill To dropdown.        

   Note: Customers with unpaid invoices are shown first in the list. An All invoices paid message is not shown when the first alphabetical customer has no open invoices but another customer does. In the example below, the first customer shown has a positive balance, while the other two customers restart alphabetically because they have no balance.

   

5. The user clicks View or the ID of the invoice that they would like to pay. Alternatively, the user can select one or more invoices from this screen and click Pay Total Balance to enter the payment flow directly.

6. The user clicks Pay Balance. 

7. If partial payments are enabled, the user can select an amount other than the invoice total.

8. The user enters their payment information.

9. If the user is paying with ACH, they review the ACH Payment Authorization pop-up and click Authorize. 

10. The user clicks Submit Payment. 

11. The user reviews the payment confirmation screen. 

Accept an estimate

If your customer wants to accept an estimate:

1. The user goes to the Proposals screen. Similar to invoices, the user only sees estimates where the user's email has billing access to the customer record that the estimate is linked to. 

2. The user clicks View Proposal (opportunity) that they'd like to view estimates for.        

   Note: If you have a Financing integration enabled for the estimate, it appears here as well.

3. The Review your estimate(s) screen opens and displays the proposal details and available estimate options.

   1. If the proposal includes multiple estimate options, click an option in the Review your estimates section to view its details.

   2. If the proposal includes only one estimate option, its details appear directly in the Review your estimate section.

   

4. The user can click Download PDF to download and see the estimate as a PDF generated based on the document template used for this estimate. For more, see Set up Online Estimates View Preferences.

5. To accept an estimate option, the user clicks Sign & Accept. The user can accept as many estimate options as are included in the proposal.

   

6. The user enters their name if they're on a desktop or signs with their finger if they're on mobile.

7. The user clicks Accept.

   

View jobs

If your customer wants to view jobs:

1. The user goes to the Jobs screen. 

   Note: If Enable Jobs is turned off in ServiceTitan Settings > Communications > Customer Portal > Feature Control, the Jobs tab is hidden, and the user can no longer access their jobs from the portal. The appointment scheduler remains available. For more, see Set up and customize the New Customer Portal.

2. The Jobs screen has five tabs:        

   1. In Progress: Jobs that are currently being worked on and still have outstanding appointments.

   2. On Hold: Jobs where every appointment has the On Hold status.

      Note: If you've chosen to show on-hold details, the user also sees why each appointment is on hold. Depending on your setting, they see the on-hold reason, or the reason and the comment. The reason appears next to each appointment, both in the appointments drawer and on the job detail page, and can differ from one appointment to the next. For more, see Set up and customize the New Customer Portal.

   3. Upcoming: Jobs where every appointment hasn't happened yet. This tab is Split up between two sections, Scheduled and Unscheduled. Unscheduled jobs are populated by Service Agreements. From here, the customer can click Call to Schedule to reach out to you and get the job booked.            

      Note: The Unscheduled section is not shown if there are no unscheduled visits or if Show "Unscheduled" visits for service agreements in the upcoming jobs list is deselected in ServiceTitan Settings > Communications > Customer Portal > Feature Control. For more, see Set up and customize the New Customer Portal.

                     

      Note: Any appointments/visits that are scheduled in the past or tied to agreements not in the Active state don't appear in this list.

   4. Completed: Jobs where every appointment has the Completed status. The user only sees invoices on past appointments if they have billing access to the customer that is the Bill To on the invoice. If the user does not have access to see an invoice, they still see the Invoice Summary field on past appointments so that they can see what work was completed.

   5. Canceled: Jobs where every appointment has the Canceled status.

3. The user views a job's appointments by clicking View. 

   Note: Appointment times and Arrival Windows aren't shown if Show date only is selected in ServiceTitan Settings > Communications > Customer Portal > Feature Control > Appointment Time Display Options. For more, see Set up and customize the New Customer Portal.

4. The user views a job and its appointments by clicking View job. On the screen that opens, they can view more details like the invoice summary. 

Note: In addition to job type and appointment details, you can choose to display job and work summaries, work performed logs, work history, and selected custom fields on Customer Portal jobs. Information appears only when it is available on the job in ServiceTitan. For more, see Set up and customize the New Customer Portal.

View equipment

1. The user goes to the Equipment screen. 

2. To search for specific equipment, the user clicks Asset ID dropdown, selects Serial Number or Asset ID, and enters the corresponding value in the search field.

3. The users can also click filter dropdown to filter the equipment list by the equipment's Manufacturer's Service Location, Manufacturer, Installed (Date), Manufacturer Warranty, Service Provider Warranty, Membership or Service Agreement. You can choose to disable any of these fields showing in the customer portal.

   

4. The user sees the Next service or inspection date when an upcoming job or service agreement visit exists for that equipment. It appears both on the equipment list item and in the service history panel.

   Note: If you've chosen to hide scheduled jobs or appointments, the next service date is hidden as well.

   

   Note: The user sees any equipment custom fields you've chosen to display, in the equipment details section of the record. All custom fields are off by default, and a selected field appears on a given equipment record only when it has a value. For more, see Set up and customize the New Customer Portal.

5. The user clicks View Service History.

6. The user reviews the equipment's details under Equipment Details.

   

7. The user reviews the equipment's service jobs under Service History.

   

   Note: You choose where the service history detail comes from. Invoice summary shows the entire invoice summary field from the invoice record. Invoice service line item shows the service-task line item linked to that specific piece of equipment on the job's invoice, which is more precise about what was done to that unit — if no matching line item is linked to the equipment, the detail is blank. For more, see Set up and customize the New Customer Portal.

8. The user clicks Proposal History.

9. The user clicks View to review any existing estimates pertaining to the equipment. 

View service agreements

If your customer wants to view service agreements:

1. The user goes to the Service Agreements screen where they can view agreements in statuses allowed by the ServiceTitan account. 

2. The user clicks View Service Agreement.

   Note: If Display Service Agreement PDF is turned off, the View Service Agreement button is removed and the user can't open the agreement document in the portal. This doesn't affect online service agreement links you send by email. For more, see Set up and customize the New Customer Portal.

3. When a service agreement has been opened, the user can:        

   1. Review individual visits with their associated status and job information by clicking View Visit. 

   2. Review invoices and make payments by clicking View Invoice. 

   3. Review equipment and their associated service history by clicking View Service History. 

View memberships

If your customer wants to view memberships:

1. The user goes to the Memberships screen where they can see memberships by customer record. 

2. The user opens a membership by clicking it.

3. When a membership has been opened, the user can:        

   1. Review visits associated with the membership by clicking Visits.

   2. Review equipment associated with the membership by clicking Equipment.

   3. Review invoices associated with the membership by clicking Invoices. 

Online payment direct links

When the user opens an online payment link that is emailed to them, they get the same experience that they see in the portal, but with access only to a single invoice and the associated payment workflow.

The user does not have access to saved payment methods for that customer. If the portal is enabled, the user can click Access our customer portal here to reach the sign-in page, where they can sign in or self-register. They can still pay the invoice without signing in.

Online estimate direct links

When the user opens an online estimate link that is emailed to them, they can only see the emailed estimate(s). The user can log into the portal from that screen if the portal is enabled.

Note: If the portal is enabled, the user can click Access our customer portal here from that screen to sign in or self-register. They can still accept the estimate without signing in.

Upcoming features

New payment methods (coming soon)

In addition to Pay-by-Bank, the user will be able to pay using Apple Pay and Google Pay.

Want to learn more?

• See Set up and customize the New Customer Portal

• See Invite your customers to the New Customer Portal

• See Set up Online Estimates View Preferences

• See ServiceTitan Customer Portal Overview (video)