CHAPTER 1
Setting up for success
Welcome to ServiceTitan’s Commercial Playbook—an aggregation of best practices from across the industry, written purposely for your Commercial business. In this playbook, you’ll learn all the key tips and tricks (what we call “best practices”) needed to take your business to the next level.
SECTION 8 OF 10
Tagging and Tracking Jobs
In addition to Job Types, jobs have Tags in ServiceTitan. They are visual indicators on a job that can also trigger various alerts and allow businesses to generate reports based on them.
Contractors use Tags for a multitude of things. We recommend only using Tags that are relevant to your commercial business. To make things simpler, ServiceTitan has pre-made Tags built in. These are the most commonly used Tags across the thousands of contractors who use ServiceTitan.
Gonzales and Albuquerque Plumbing use a number of Tags on commercial accounts, including Net 15, Net 20, Credit Hold, Credit Approved and many more.
Why so many?
“It’s nonverbal communication,” she said. “Really quick. It lets the dispatcher know, for instance, if they're on a credit hold and need to be sent to accounting. Or if they’re Blacklisted, and Albuquerque Plumbing no longer will do business with them.”
The tags limit the back and forth via instant message, phone call, text and email to a minimum.
“Tags just speed up the customer service process so much,” Gonzales said.
Contractors can also create their own Tags. For more information on how to set up Tags, consult this knowledge base article on how to manage Tags.
ST Suggested Tags | Dispatch Board Shortcodes | Why |
|---|---|---|
| Bad Debt | BD | For any customers who have had a debt not paid to company. |
| Billed | Billed | Allows AR to communicate with field and office on status of the ticket. |
| Credit Hold | CH | Allows the accounting team to communicate to team that customer has not paid or needs a credit application. |
| Crane/Sub | Crane | Communicates this ticket cannot be moved due to other contractors onsite. |
| Commercial Customer | Comm | Indicates this customer is commercial. |
| Discount | Disc% | To be used to identify customers who get a special discount. |
| Do Not Move | Hard Schedule | Hard Scheduled job. Allows the team to know what CANNOT be moved. |
| Do Not Service | DNS | Use this when a customer is no longer serviceable and you have ended the service relationship. |
| Estimate Approved | EstA | Allows more efficient communication between dispatchers and other team members while the ticket is in the hold queue. |
| Estimate Needed | EstN | Allows more efficient communication between dispatchers and other team members while the ticket is in hold queue. |
| Estimate Submitted | EstS | Allows more efficient communication between dispatchers and other team members while the ticket is in hold queue. |
| Extra Tall Ladder | EXT LAD | Good to use if you have limited resources and need a certain tech for this job. |
| Follow-Up | FOL | Allows the office and field to communicate quickly on which tickets need more follow-up. |
| Gate Code | Picture of Key | Shows the tech to look for a pinned note with a gate code to access the property. |
| High Value Job | Picture of Fire | Keeps jobs with higher profit or revenue numbers on the job ticket. |
| Inspection | Picture of Magnifying Glass | Allows everyone to know when a job is scheduled to have an inspector come and check the jobsite. |
| Invoice Fee | InvFee | Reminds the accounting team and estimators to add the invoice % fee. This is charged for commercial customers who require more time and effort in the back office or are slow to pay. |
| IVR | IVR | Communicates to techs they need to login to the IVR machine once arriving on jobsite. |
| Left a Voicemail | VM | Communicates who has been contacted and we are awaiting their call back. |
| $Membership Renewal$ | MR | Indicates that the customer is up for renewal. |
| Maintenance | MNT | Shows on the dispatch board who is scheduled to receive maintenance. |
| Member | MEM | Allows you to see who is a member of your service agreements/contract/PM. |
| Needs 2 techs | 2 Techs | Allows dispatchers and managers to know when multiple techs are needed for one job. |
| Net 15, 30, 45 | Net 15, Net 30 or Net 45 | To label payment terms, making it easy for Techs to know when not to collect onsite. |
| Parts Needed | PN | Allows Hold tickets to be filtered quickly and communicate without opening tickets. |
| Parts Ordered | POrd | Allows Hold tickets to be filtered quickly and communicate without opening tickets. |
| Parts Received | PR | Allows Hold tickets to be filtered quickly and communicate without opening tickets. Also show dispatcher tickets are ready to be rescheduled without interrupting technicians. |
| PO Required | PO Req | Good to use for the office to ensure a customer-provided PO is received before job is booked. |
| Portal | Portal | Communicates to the office and techs that all paperwork needs to be submitted through the portal. |
| Recall/Callback | Recall | Allows the office team and tech to know there was an error and this job needs special care. |
| Replacement Opp | REP OPP | Allows special attention to be shown on these job tickets. |
| Rescheduled Needed | Resch | Allows the dispatcher to mark a ticket which needs to return to later. |
| Reviewed | > | A way to communicate which job tickets have been reviewed and are ready for the manager to review costing, time and margins before batching. |
| Safety Harness | SafH | Great for commercial sites and customers with steep roofs. Tech can be prepared for this job. |
| Signoff Required | SignOff | Communicates to techs, managers that they need to sign off on paperwork while on the jobsite. |
| Same Tech | SM Tech | Let everyone know this job cannot be moved from assigned tech. |
| Small Tech | Small | For tight crawl spaces or attics. |
| Special Handling | SpecHan | A customer who requires "special handling," longer call times, needs extra attention. |
| Tax Exempt | TaxEx | Allows the team to communicate that the tax exemption cert is on file and this customer has special tax handling. |
| Type 5 NTTC | TYPE5 | Communicates where tax can be charged. |
| Type 9 NTTC | TYPE9 | Communicates where tax can be charged. |