Why It’s Time to Turn On the ServiceTitan Customer Portal

Think about the last time you ordered takeout. Did you call the restaurant, or did you tap a few buttons in an app?

Your customers feel the same way about home service. Kris Smith, Lead Consultant at Powerhouse Consulting Group, put it plainly:

“Don’t call me. I want a text to confirm my appointment that I can respond to and see. That’s all I want. Or bring me to a portal and I’ll put my information in,” she said.

That’s where the ServiceTitan Customer Portal comes in.

Kris has 22 years of experience across more than a dozen trades, including plumbing and gas, hydronics and boilers, HVAC, solar, and remodeling. She has worked as an apprentice, technician, CSR, dispatcher, service manager, bookkeeper, ServiceTitan administrator, trainer, and operations manager. She has answered the very calls the portal can take off your plate.

What is the Customer Portal?

“Have you ever been to the doctor and they have a patient portal,” Kris asked. “You sign in and manage everything all in one place. It is like that, but for home service.”

Customers log in on their own time to see their history, pay bills, and book service. Every question they answer for themselves is one less call tying up your phone lines with work that doesn’t make you money.

It also helps you stand out. Customers can choose a company that hands them paper tickets, or one they can log in to 24/7, like everything else in their life.

Step 1: Check which version you’re on

There are two versions of the portal, and the difference is big.

Version 1 is basic. Customers can manage their membership, book an appointment if the scheduling widget is on, and view and pay invoices.

Version 2 was released in 2026 and adds a lot more:

• Equipment: warranty length, the last time it was serviced, and the findings and recommendations.
• Memberships: whether they’re in good standing, when the membership expires, updating a credit card, and booking a visit.
• Service agreements: commercial and property management customers can sign, activate, and manage their visits.
• Estimates and proposals: customers can review everything that’s open and accept it.
• Service history and scheduling in one place.

Version 2 doesn’t cost anything extra, but it doesn’t turn on by itself. You have to ask your ServiceTitan CSM for it.

Not sure which you have? Check your portal settings. If you can’t customize the portal, set a start date, or add service agreements, you’re on version 1.

Already using version 2? Your customers move over automatically. They’ll log in the same way. What they can see is based on where their email address is linked in ServiceTitan, so an email tied to five accounts will see all five.

Step 2: Set up the basics

Setup is mostly self-serve. Kris says it’s one of the few ServiceTitan tools a company can easily set up without much outside assistance.

• Your portal address. You get a unique, easy-to-remember web address, something like yourcompany.myservicetitan.com.
• Your branding. Add your company name and logo to the header.
• A tracking number. Give the portal its own marketing tracking number. When someone calls from the portal, it comes in through the call bubble as a trackable lead source.
• A start date (optional). This is a great tool if you just moved to ServiceTitan and your imported data is messy. Set the start date to your go-live, and customers won’t be calling about a wrong invoice from 2019.
• Related settings. The setup screen points you to the other tools the portal needs, like online payments. Use them. A portal without online payments isn’t worth much.

Step 3: Decide what customers can see

In feature control, you choose what shows up and for whom. A few of Kris’s recommendations:

• Invoices: Limit them by business unit and by status. For example, a new construction division might hide invoices while service and maintenance show them. Show only exported invoices, so customers never see a pending invoice that’s still being reviewed, like a T&M job or a contract rate.
• Equipment: Turn it on. When a customer asks why they got a quote to replace their water heater, they can see it’s 20 years old and you’ve recommended it four times. It also helps customers dealing with warranties or filing for energy rebates.
• Job summary: Keep it off. The summary is written for your tech, not your customer.
• Custom fields: Use with care. A work order number can be helpful for commercial customers.
• Appointment scheduling: This uses Web Scheduler 2.0 or Scheduling Pro, so your capacity planning and tech shifts need to be set up first. Customer rescheduling and canceling is still in beta, so Kris recommends holding off for now.
• Job names: Think about what the customer will understand. A location name may be more useful than a job type.

Step 4: Choose who gets access

You can require an invite before someone can sign up, but Kris doesn’t recommend it for most companies. Why add friction when you want people using it?

It can make sense if you need tighter control, like rental properties, tenants, or certain commercial accounts.

From the customer record, you can also choose each person’s access level:

• Billing access: sees everything, including invoices, estimates, and service agreements.
• Non-billing access: can request appointments and see service history, but no invoices, estimates, or service agreements. A good fit for tenants.
• No access.

One thing to watch: a tenant you invite gets billing access by default because it’s inherited from the customer. Change it if the tenant shouldn’t see the bills.

Step 5: Get customers in the door

Once it’s set up, make the portal easy to find.

• Add the portal link to your email templates. Use the portal link smart tag on invoices, estimates, service agreements, and applications for payment. Every email you send becomes an invite.
• Use Marketing Pro. The portal link is also a merge tag there, and you can send a fully branded invite in your company colors.
• Send a bulk invite. Upload a list of up to 1,000 customers at a time. ServiceTitan skips anyone who already has an active account or whose email isn’t on a customer or location record. You can edit the sender, subject line, and message. It’s a transactional email, so it goes out without marketing opt-in.
• Let your CSRs send it. A CSR on the phone can send the invite right from the customer record: “I’m in your account now. Let me send you the link.”

Kris’s tip: tell your CSRs about the portal when you launch it, and make them part of the rollout.

Step 6: Track adoption

There’s no tag on the customer record that shows who uses the portal. Instead, check the portal settings (Settings > Communications > Customer Portal). You’ll see who has an account, when they last logged in, and their activity, like requesting service or viewing their account. You can also reset passwords or remove users there. You’ll need admin access to the portal settings.

A couple of things still in progress

Version 2 is still new. A few things Kris is watching:

• SMS opt-in isn’t part of the portal yet. Customers still have to opt in separately.
• Estimate-viewed alerts from the portal should work through the “customer viewed online estimate” alert, but Kris recommends testing it first.

One thing to do tomorrow

Check whether you’re on version 1 or 2. Then think about how much time you’d save if customers used the portal instead of calling. What could your CSRs and accounting team do with that time?

“Ask your CSM for version two and then set it up. Set it up and invite everybody. Make it a party,” Kris said.

Ready to launch your Customer Portal? Powerhouse Consulting Group helps skilled trades companies set up ServiceTitan tools like the Customer Portal so customers can serve themselves and your team can focus on the work that grows your business. [Let’s talk.]