ServiceTitan's Customer Portal 2.0: What It Is and How to Use It

ServiceTitan's Customer Portal 2.0: What It Is and How to Use It

ServiceTitan's Customer Portal 2.0 gives your customers their own personal online hub where they can view their service history, pay or review invoices, approve estimates, and schedule or reschedule appointments - all without having to call anyone. Think of it as a self-service dashboard for your customers! It's even branded with our company info and accessible 24/7 from any device.

Idea
Customers automatically receive a link to register for the portal in all invoice or statement emails, so there's a good possibility some may already be enrolled.
Alert
All portal invitation can only go out via email - so if there's no email address on the customer's account, ServiceTitan will have absolutely no idea what to do with itself and may implode on contact.

What's in it for my branch?

This isn't just a customer-facing feature - it directly reduces the volume of routine calls and emails your team handles every day. Here's what it means for you:
  1. Fewer "can I pay my invoice?" calls. Customers can pay directly through the portal, anytime.
  2. Fewer "what's the status of my job?" questions. Customers can see completed job details, appointment history, and technician info on their own.
  3. Less back-and-forth on estimates. Customers can approve or decline them without you having to chase them down.
  4. Self-scheduling for certain job types. Customers can book their own appointments through the portal, pulling from the same capacity available already available in your branch.
  5. All their info in one place. Service history, equipment on record, open invoices, and memberships are all visible to the customer - reducing repeat explanations from your team.
  6. For even more information, see ServiceTitan's Knowledge Base article on this topic here: https://help.servicetitan.com/how-to/the-new-customer-portal-experience

What Customers Can Do in the Portal

(Screenshot suggestion: portal home screen from the customer's view)
At the risk of sounding redundant, once enrolled, a customer can:
  1. View their full service history - past jobs, appointment dates, technicians who worked on those jobs, and invoice summaries
  2. See equipment on record at their location
  3. View and pay open invoices
  4. Approve or decline estimates sent through ServiceTitan
  5. Self-schedule appointments
  6. View any active or past memberships
  7. Access documents, photos, and forms that were shared with them during a job

How to Check if a Customer is Enrolled or Active in the Portal

You can see a customer's portal status directly from their customer record.
  1. Within ServiceTitan, open a customer record.
  2. Scroll down to the Customer Portal section (it sits below the job history area), or on the left-hand side, scroll down to Customer Portal Initiations.
  3. Here you'll see a table showing any accounts portal linked to that customer.


In here, you'll see 4 columns:
  1. Contact — any email addresses associated with the Customer record.
  2. Memo — any internal notes associated with the portal record.
  3. Status — whether the customer has activated their account (Active), has been invited (Invited), or hasn't completed registration yet (blank/empty).
  4. Billing — the billing access level granted to the customer. Best practice is to leave it on Billing Access, which is the default.

If a customer is already active in the portal, under the Status column, you'll see a green Active tag and their last sign in date.


How to Send a Customer Their Portal Invite

  1. Within ServiceTitan, open a customer record.
  2. Scroll down to the Customer Portal section (it sits below the job history area), or on the left-hand side, scroll down to Customer Portal Initiations.
  3. Email addresses are required to invite a customer, and are added here automatically if they're already on the customer's record.
    1. If there isn't an email listed, scroll back up and add the customer's email address to their Customer record.
  4. Click the Invite button next to the email address you want to invite.
  5. You'll get a message stating an invite was sent, and under the Status column you'll see the invite sent date as well.

How to Resend an Invite

To resend an invite, simply go to the customer's record, scroll down to Customer Portal (or, on the left-hand side, scroll down to Customer Portal Initiations). Then click on the Actions drop-down button, and click Resend Invite.


What a Customer Sees After an Invite is Sent

Once the customer gets their invitation in their email, it'll look similar to this (note: the phone number and branding will vary depending on which branch you're in):


At which point it will ask them to create a password:


What Customers Sees on the Portal Itself



When a customer looks at a job through their portal, they'll see a variety of options available, including any past or open jobs, all their invoices, any estimates, equipment that's part of their location address, and the ability to pay and unpaid invoices.

Info
Don't worry, customer's can't see any internal notes, dispatcher notes, or anything else that isn't customer-facing.

Payments Through the Portal

Customers can also pay any outstanding invoices directly from their portal! Unpaid invoices are shown first in the list, and the overall process is very straightforward. The customer can pay with a new credit card, a saved credit card, or use an ACH option. They can also make full or partial payments as well.

Tips for Encouraging Portal Adoption

If customers ask how to access their portal, or if you want to encourage them to use it:
  1. Let them know they can pay invoices, see their history, and book appointments without calling.
  2. If they say they didn't get the invite email, check their customer record and resend it.
  3. Make sure the email on their account is current before sending an invite.
  4. After a job is completed, it's a great time to mention the portal - especially if they have an open invoice or a pending estimate to review. Note again though that customers automatically receive a link to register for the portal in all invoice or statement emails, so there's a good possibility some may already be enrolled.

Common Questions

"The customer says they never got the invite."
  1. Check the email address on their record, correct it if needed, and resend. See the section above on How to Send a Customer Their Portal Invite.
"Can a customer see canceled jobs?"
  1. This is controlled by our back-office settings. By default, canceled jobs are hidden.
"Can I test this out myself to see what a customer sees?"
  1. Yes! If you already have a customer account for yourself in ServiceTitan, simply ensure your email address is already added to your account, send an invite, register via the invitation email, and give it a go!
"What if a customer wants to self-schedule but can't see that option?"
  1. Self-scheduling availability depends on the job type and how your branch's capacity is set up. Reach out to whoever at your branch handles your capacity in G.R.E.G. / AdCap.

Need Help?

If you run into something not covered here, reach out to the App Support team or submit a ticket to helpme.goettl.com and the App Support team will be happy to assist!

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