Knowledge Base & ST Academy
The Knowledge Base is a repository created by Service Titan containing thousands of step by step guides and support articles from directly within the platform. It can be accessed by clicking on this link: Knowledge Base
The Service Titan Academy is a learning platform that has video courses and quizzes that cover the full functionality of Service Titan. It is an extremely useful tool to explore what your Service Titan portal can do for you. It can be accessed by clicking on this link: Service Titan Academy
Integration Related
Does Service Titan Sync w/ Google Calendars?
No - the ST environment is closed to other calendars / email platforms, etc. This is a benefit to owners who will now have direct oversight to see all employee/customer communications. If you want to have a one way sync, you can look up a company named Zapier and find instructions in the Knowledge Base on how the integration works.
My customer is not syncing with PEP
Make sure that your pricebook shows Painting Labor in the Services Tab and Painting Materials in the Equipment tab.
Make sure that the technician you choose for the appointment is a managed technician.
Make sure you enter an email.
Send an email to pep360support@servicetitan.com
Note: The Code in your pricebook section should never change, as this will break the integration that sends eBids back and forth.
Feature Related
Do we have to use Service Titan Payments?
Service Titan Payments is required to be enabled. The overall usage of ST Payments (or another source) is not regulated. Our contract negotiation of user license fees and CC rates was determined based on our agreement to enable ST Payments.
Does the app have different languages available?
At this time different languages are not available.
Why is my marketing scorecard blank?
Each marketing source needs to have their own phone number for this to work. This feature is still in development.
I’m worried that when I go live my royalties will be the wrong number while I get used to Service Titan. What should I do to make sure it is correct?
Manually enter the royalties for the first two weeks to make sure these are done correctly
How do I run my Royalty Report in ServiceTitan?
Make sure all of the jobs you want to report are in completed status.
Go to the Accounting Tab to create a batch of invoices.
From the Knowledge Base: How to batch
It is critically important to POST the batch. The batch must be in a POSTED status for your invoices to show up in your Royalty Report.
Go to Reports on the top bar of Service Titan
In the Search Bar, type in “Royalty” to bring up the weekly and monthly report options.
How do I make my salesperson the number one priority when estimating?
In Zones, create a zone with either all of your zip codes or your best zip codes. Create a second zone with no zip codes in it.
Go to Technicians, select your estimator and make the zone with either all of your zip codes or your best zip codes as their primary zip code.
Go back to Technicians, select the person who will only do estimates if the first person is not available, and assign the empty zone as their primary
How do I make sure that I do not pay royalties for a customer twice if I have a customer that I invoiced in Vonigo but have not gotten paid for yet, but I want to enter them into ST to make sure they pay?
Manually enter the royalties and deduct out that sale so you do not have to pay double royalty.
Why is the wrong person getting credited with the sale in ST?
The "sold by'' field from PEP is mapped to the person who booked the job (in a lot of cases, the CCC). The “sold by” can be updated from the Estimate itself. Navigate to the Estimate in ServiceTitan, click the pencil icon, and then scroll down to update the "sold by" field and save. Demo video
Why can't I log into the Mobile App?
The desktop and mobile app have different logins. Employees are set up with office (administrative) logins, while Technician profiles are set up to login to the Mobile app. This is a very different view from the Administrative oversight you have on the Office side.
On your Employee and Technician pages in ServiceTitan, you'll see that there is a column titled "Username" which is the unique identifier for ServiceTitan to know who you are and which profile you're logging in as.
For example, if you try to use "name@360painting" username to login to the Mobile app, it will not work because that is your office login.
ex) Below is Dan’s employee (office/admin) profile.
ex) Below is Dan’s technician (mobile) profile.
Where do I locate the leads that are not booked as an estimate?
ALL leads can be found by using the Search function, selecting “Lead” as the field you’re searching, then clicking the green magnifying glass - One pager
Leads that have been followed up on can be found by going to the Follow Up tab on the top bar. On the Follow Up screen, there will be a navigation bar on the left side and “Leads” will be one option. See the Workflow Related section of this FAQ for more information on how to follow up on a lead.
How do I get revenue from every campaign source?
Campaign Summary Report. How to get to your reports can be viewed here: Creating and Running Reports
Training Related
Can Invoices sent be customized/only display one total (not a Labor/Materials Break down)?
Yes, invoices emailed can be selected in several different views. We have a loom video that shares how to use this feature (40 secs): Video here
I created a second job in PEP but it didn't sync back to ST.
Changes made in PEP after the eBid is created, signed, and sent back will not appear on the ST estimate/job.
You can either create it as a new job in Service Titan and sync it back to PEP
or in PEP create the additional services as options in the same job.
Setting Related
What is the phone number that I need to use in the phone numbers area in Settings.
The Set Forwarding Number is the number that should be the local number you use for the CCC. The Outbound SMS and Outbound MMS, you will need to click the blue Add New Number, find the local number you want then hit choose number
How do I create zones (zip codes) for specific days?
You can enable Service Days for your zones.
Go to Settings → Operations → Zones
Click edit on the zone that you want to only allow certain days.
Scroll to the bottom and click “Service Days Enabled” and select which days you want to service this area.
Why am I getting strange start times for my estimates?
The reason why this is happening is that the contact center uses the schedule assistant when scheduling appointments. The schedule assistant takes into account drive time from one appointment to the next one. There is no way to automate this to round to the nearest 15 minutes so what the CCC is training the agents to do is manually round it to the nearest 15 minute mark.
A painter already works with another painting company who uses ST so I cannot enter them in.
Have the painter create a new email and phone number so you can create that customer.
The easiest way to get a new phone number is to create a Google Voice account. This article explains how to receive text messages, which you’ll need to set up the account.
Where do I enter zip codes? Video Here
For primary zip codes:
Go to Settings → Operations → Zones
If you’re adding a zip code to an existing Zone, click the edit button on the row the document is in.
If you have to create a new Zone, click the blue “Add” button above the top row of the table.
Click the “Zip Codes” field and enter each zip code separately. Service Titan reads comma separated values as one, continuous value, which means each zip code needs to be submitted before starting a new one.
For secondary zip codes:
All secondary zip code requests need to be submitted to the Software Support Team (support@premiumservicebrands.com). If you enter a zip code outside of your primary zip codes, the CCC will not be able to book there due to the nature of their MiddleWare software.
Workflow Related
How do I add a client so it syncs to PEP?
Add the customer from the Calls screen (Must include name, address, email, and phone number)
Book the job with the following info:
Job Type - Painting Estimate (CCC)
Business Unit - Painting-Sales
Select Arrival Window and Time
Assign yourself as the Technician (this is what assigns it to your PEP account)
Be sure all fields with an asterisk under the job booking page are completely filled out
Click "Book Job"
Why are my leads not showing up in the Follow Up tab?
Your leads won't show up under the Follow Up tab until a follow up has been generated from that specific lead.
In the far right of the top bar, you'll see the Search icon. From there, you'll select "Lead" from the dropdown menu and click the green magnifying glass. That will display all of the current leads in your system.
If you click into the lead, that will allow you to log/generate a follow up, therefore populating the lead under the Follow Up Tab.
System Related
How will the Call Center know if the appointment is in one of my registered zips? / How will assigned zips remain protected?
Insight receives the zip code via the interactive voice response (IVR) request in 8x8, or verbally if the customer doesn't enter it into the IVR. 8x8 pushes the zip and phone number to Middleware (changing the name at some point) and MW pulls up the proper tenant based on brand and zip code.
How will the Call Center know which zips outside of my territory I'm ok with servicing
Franchisees can add whatever zip codes they want in ST, but there is no way to mark the zips as secondaries.
Each secondary zip the location uses will need to be uploaded in MW.
To add a secondary they create a ticket with our software support team: Support Desk
I am not able to export my post to QBs, what can I do to fix this so I can?
The first step would be to find which timesheet(s) are affected.
Look at the technician timesheets directly for the time period of those invoices (Dispatch board > click on the tech > edit time sheets)and/or
Try adding the invoices to the batch in smaller amounts/one at time and then looking at the time sheets for those specific invoices/dates.
They are going to be looking for two events at the same time on the same day. Then, they will need to remove the extra event or fix the time.
For example, for an invoice, it looks like the technician was dispatched during a meeting, which seems to be causing the issue. I would advise adjusting the meeting to make it 15 minutes shorter. This can be done by clicking on the Dispatch board > click on the date > click on the event > edit event.