These are 38 quick tips pulled from common reporting questions in ServiceTitan. Some are gotchas, some are shortcuts, and some are things that just aren’t obvious until someone points them out. Scan through, find the ones relevant to you, and bookmark this page for later.
Recalls
1. To report on jobs that caused a recall, use the Jobs template and filter “Recall For” to “is not null”. To report on the recall job itself, filter “Recall” to “True”.
2. The Recall Detail Report (legacy) shows recalls by originating technician. Useful if you want a quick view without building a custom report.
Memberships
3. The Membership Summary template gives you counts (Active, Expired, Renewed) per membership type. Great for a high-level snapshot.
4. Service Agreements (commercial) and Memberships (residential) are different features in ServiceTitan. Service agreement visits are tracked in the Service Agreements template. Membership recurring visits use the Recurring Service Events template.
Purchase Orders
5. GL account information (account name and number) is not available in the Purchasing Line Items template, and this template does not support joining with other templates. If you need GL data alongside PO details, you’ll need to export both reports separately and combine them in Excel.
6. The “Impact to Technician Payroll” checkbox on a purchase order is only visible in the PO screen. It’s not available as a reportable field in any template.
Revenue
7. The Business Unit Performance template is a “macro” report, meaning each row is always a business unit regardless of date range. The KPI values reflect the filtered date range.
8. When reporting on technician revenue, “Completed Revenue with Adjustments” is usually the better column choice because it includes adjustment invoices and recurring billing that “Completed Revenue” alone misses.
9. To see gross margin per technician, use the Jobs template with “Assigned Technicians” and “Jobs Gross Margin” columns, then group by technician. You can also combine Jobs with Technician Performance using the Job ID join entity for a richer view.
Billable Hours
10. Billable Efficiency = Sold Hours ÷ Job Hours (on the job). Net Billable Hour Efficiency = Sold Hours ÷ Total Paid Time (includes non-job activities). Net is the stricter measure.
Canceled Jobs
11. The Jobs template does not have a dedicated Cancel Date KPI. If a job is canceled, the Completion Date serves as the cancel date. This is a known limitation.
12. There is no standalone cancel report by CSR with date and reason. The workaround is to use the Jobs template filtered to Canceled status and grouped by “Booked By.”
Invoices
13. Need AR aging broken out by trade or department? Add the “Job Business Unit” column to the Invoices report and group by it to see outstanding balances per BU.
Job Costing
14. Gross Margin includes payroll deductions. If you only want material/equipment/PO costs (no labor), you’ll need to calculate manually: Revenue – Materials – Equipment – PO Costs. Also note: the “Labor” column in Job Costing is misleadingly named and actually shows the sum of all service-type line items on the invoice, not labor cost. Use “Labor Pay” for actual labor cost.
15. “Labor” = sum of service-type pricebook items (revenue side). “Labor Pay” = actual payroll cost (cost side). These are very different numbers. Don’t confuse them.
Troubleshooting
16. Enabling the Discounts & Fees feature can cause unexpected numbers in revenue and tax-related reports. If your totals look off after enabling it, contact support for guidance on which KPIs are affected.
35. If a report was working before but suddenly isn’t, try clearing your browser cache first. If that doesn’t help, check if the report’s sharing settings were changed by the creator.
Calls
17. The Calls template shows individual call records. Office Performance shows aggregate CSR metrics. Use Office Performance for booking rate reporting.
18. The Call Volume legacy report is the best option for time-of-day analysis. The Calls template has individual call records with timestamps that you could export and analyze externally.
Leads
19. Tracking equipment replacement opportunities (like HVAC system replacements)? Use the “Replacement Leads Set” and “Replacement Lead Conversion Rate” columns in the Technician Performance template. These are separate from standard service lead flips.
Equipment
20. The Equipment template shows CURRENT age. There is no way to see equipment age at the time of a past service visit. This is a known limitation.
Payroll
21. When techs work across multiple BUs on the same day, use the job-level “Business Unit” column (not “Employee Business Unit”) to correctly attribute hours to where work was performed.
22. The legacy “Technician Timesheet Summary” report may show slightly different numbers than the Timesheets template because the legacy report uses an older data model. Use the template for the most accurate data.
Audit Trails
23. Invoice-level audit trails are only visible in the ServiceTitan UI and cannot be exported or viewed in reporting. The NJE (Non-Job Event) audit trail is also not available in reporting.
Cross Sales
24. Cross-BU revenue tracking (e.g., a service tech generating an HVAC install lead) requires conversion tags to be set up on your pricebook items and job types. Without these tags, the “Replacement Leads Generated” and “Total Replacement Sales” columns will show empty.
Sales and Revenue
25. Sales are tracked on the estimate sold date, not the job completion date. Revenue is tracked when the job is completed. These can fall in different reporting periods.
26. Close rates are calculated based on the estimate sold date, not the job completion date. Only the technician listed as “Sold By” on the estimate receives close rate credit. The Opportunity Conversion Rate is recommended over Total Conversion Rate for industry best practices.
27. Sold thresholds are set per job type under Settings. If your conversion or close rates look wrong, check that your sold thresholds are set appropriately for each job type.
28. A No Charge job CAN become an opportunity if the invoice subtotal meets the sold threshold. For example, when a tech goes out on a warranty call and sells additional paid services.
29. Common No Charge job types include Recall and Warranty. Even though they’re excluded by default, techs can still earn conversion credit on these jobs if they upsell above the threshold.
30. Use Opportunity Conversion Rate (not Total Conversion Rate) for industry best practices. Total Conversion Rate includes ALL completed jobs, not just opportunities. Use the Completed Jobs KPI only with Total Conversion Rate.
31. Close rates are based on the estimate sold date. A technician must be listed as “Sold By” on the estimate AND have a non-0% split on the job opportunity to receive close rate credit.
32. Pricebook items mapped to non-income GL accounts won’t appear in revenue reports. This is one of the most common causes of revenue discrepancies. Verify your GL account mappings under Settings > Pricebook.
Report Scheduling
33. Simple Reports cannot be customized with filters. Flexible Reports can. If you need both individualization AND custom filters, you may need to schedule multiple Flexible Reports.
Permissions
34. Custom reporting is not available on Starter or Essentials packages. If you don’t see the “Create Report” button at all, contact your CSM to verify your package includes custom reporting.
General
36. If your browser blocks pop-ups, report exports will silently fail with no error message. Check your browser’s pop-up blocker settings.
37. When grouping a report, collapse individual groups to see aggregate totals per group. This works even without the “allowEditAggregatesInReportingGrid” feature gate enabled.
Legacy Reports
38. To give someone access to a legacy report, an admin needs to enable the specific report permission and category permission under Settings > Operations > Reporting Settings.
Want to go deeper on ServiceTitan reporting and every other part of the platform? The Blue Collar Nerd Ultimate ServiceTitan Guide has searchable video walkthroughs for every role on your team. Check it out here.