Unnecessary Changes
We were just made to update to the new version of ST last week. Nothing but issues. Won’t stay online spite good service on the tablet, the new layout is not intuitive and frankly ugly, you can’t click on and copy/paste most things so transferring information from one place to another (I.E. the invoice number into an order form) so you need to memorize it or take a picture and type it in manually, the history takes forever to load even with good service and if it actually does load (I can set the date range to a single day but because it was 6 months ago it might take 5 minutes to bring up my old invoice), etc. The old version looked and worked much better, was actually user-friendly, and really didn’t have much in the way of problems that me and the other techs noticed, but with the new version we’re all finding new things daily that irk us about it. If something isn’t broken you shouldn’t fix it.
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Horrible Upgrade
The old app was just fine. I am constantly reporting bugs to ST to have them fix. There are so many issues it’s hard to keep track of all my open cases. I guess this is what happens when a company goes public.
⭐☆☆☆☆ Greatly Downgraded the Technician Experience
I’ve used ServiceTitan in the field for a long time, and the newer version has made my job significantly more difficult.
The biggest issue is the Pricebook. When I’m standing with a customer, it’s often difficult to find the correct items. Even worse, the app will sometimes display one price and then suddenly glitch to a much higher price after I’ve already discussed the original price with the customer. That’s incredibly embarrassing and makes it look like I’m changing the price on them. It hurts my credibility, and more often than not I lose the job because of it.
Another major disappointment is the removal of the technician sales and commission tracking that was available in the previous version. I used to be able to quickly see how much I had sold that week and other useful commission information. That was one of the most valuable features for field technicians, and it’s gone. The new app feels much more basic while somehow creating more problems.
The photo and video system is also a step backward. Adding pictures now takes far more steps than it used to, making documentation slower and more frustrating. Videos continue to be unreliable, just as they were before. I’ve had multiple videos fail to upload or disappear entirely after recording them. As a service technician, those videos are often critical for warranty documentation and protecting both myself and the customer.
Job history is another major issue. The location information frequently fails to show recent service history, displays information from years ago instead, or doesn’t show anything at all. Having quick access to accurate job history is essential for determining warranty coverage and understanding what work has already been completed.
The app also provides very little feedback when it’s processing tasks. For example, when sending an invoice summary to a customer, it’s difficult to tell whether it has actually been sent or if it’s still loading. If I close the app because it appears frozen, the process often fails, and the customer never receives the invoice. I’ve had multiple customers tell me they never received their invoice summary because of this issue.
Overall, the new ServiceTitan has made routine tasks slower, less reliable, and more stressful. Instead of helping technicians work efficiently, it creates unnecessary delays, technical issues, and awkward customer interactions. I hope these problems are addressed because the previous version provided a much better experience for technicians in the field.
The biggest issue is the Pricebook. When I’m standing with a customer, it’s often difficult to find the correct items. Even worse, the app will sometimes display one price and then suddenly glitch to a much higher price after I’ve already discussed the original price with the customer. That’s incredibly embarrassing and makes it look like I’m changing the price on them. It hurts my credibility, and more often than not I lose the job because of it.
Another major disappointment is the removal of the technician sales and commission tracking that was available in the previous version. I used to be able to quickly see how much I had sold that week and other useful commission information. That was one of the most valuable features for field technicians, and it’s gone. The new app feels much more basic while somehow creating more problems.
The photo and video system is also a step backward. Adding pictures now takes far more steps than it used to, making documentation slower and more frustrating. Videos continue to be unreliable, just as they were before. I’ve had multiple videos fail to upload or disappear entirely after recording them. As a service technician, those videos are often critical for warranty documentation and protecting both myself and the customer.
Job history is another major issue. The location information frequently fails to show recent service history, displays information from years ago instead, or doesn’t show anything at all. Having quick access to accurate job history is essential for determining warranty coverage and understanding what work has already been completed.
The app also provides very little feedback when it’s processing tasks. For example, when sending an invoice summary to a customer, it’s difficult to tell whether it has actually been sent or if it’s still loading. If I close the app because it appears frozen, the process often fails, and the customer never receives the invoice. I’ve had multiple customers tell me they never received their invoice summary because of this issue.
Overall, the new ServiceTitan has made routine tasks slower, less reliable, and more stressful. Instead of helping technicians work efficiently, it creates unnecessary delays, technical issues, and awkward customer interactions. I hope these problems are addressed because the previous version provided a much better experience for technicians in the field.
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Lots of bugs
No cell service no use of app. Can’t log out can’t get pricing or add items. POS. Don’t remove dispatched that have Changed
Clunky
It’s OK at best could be a lot more user friendly for field ops techs.to use.takes way longer than it should to use before and after your job is complete. From a field tech’s perspective I would definitely NOT!! Recommend this for others to use.
