Navigating the New Dispatch Board: Efficiency at Your Fingertips

The Dispatch Board is one of the most-used screens in ServiceTitan — which makes changing it a high-stakes move. In a recent episode of the Mastering ServiceTitan podcast, Scott Burns, Senior Product Manager at ServiceTitan, walks through the major overhaul the team undertook and explains the thinking behind every decision. Burns covers the new interface, the Activity Center, the revamped Non-Job Events workflow, and how to access these updates today through the "New and Upcoming Features" setting.

The Biggest Core Changes — and Why They Were Made

Redesigning the Dispatch Board isn't a small lift. It's the operational heartbeat for most dispatch teams, and Burns was direct about the pressure that comes with touching it.

"When we make changes [to ServiceTitan's Dispatch Board], it has a big impact, even if it's just a small change… Our dispatchers have a lot of preferences and a lot of expectations about how their dispatching workflow should operate."

The overhaul focused on two things: a cleaner, more modern interface built for speed, and a foundation that could support future dispatching innovations. The previous board had accumulated layers over time — functional, but not built for where the product needed to go. The new design strips that back and prioritizes clarity and performance for dispatchers moving fast through a full day of jobs.

Permission Toggles, Global Settings, and Non-Job Events

One of the more practical upgrades is the revamped Non-Job Events workflow. Previously, managing breaks, meetings, or other off-job time required dispatchers to navigate away from the board — a friction point that added up across a shift. Now, those events can be handled without leaving the dispatch view.

Global settings and permission toggles give admins tighter control over how the board behaves across the team. Dispatchers can be granted specific permissions that match their role, and settings can be configured at the org level so the board works consistently — not differently depending on who's logged in.

The Activity Center and Training on New Features

The Activity Center consolidates customer and technician communications into a single view on the board. Instead of toggling between screens to track a message thread or a status update, dispatchers can see what's happening — and respond — without losing their place.

Burns also addressed how teams can get access to these features now. Through the "New and Upcoming Features" setting in ServiceTitan, dispatchers and admins can opt in before a full rollout. That opt-in path also creates an opportunity for intentional training: bringing your dispatch team into the new experience early, gathering their feedback, and setting expectations before the change is org-wide.

Scott Burns recently joined the host on the "Mastering ServiceTitan" podcast to discuss:

• [00:57] The biggest core changes and the reasons behind them

• [7:48] Permission toggles, global settings, and non-job events

• [17:14] The Activity Center, training on new features, and feedback

Check out these resources we mentioned during the podcast:

• Daily Dispatch Board

• Dispatch Board Settings

• Non-job Events

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.