Forms in ServiceTitan are one of those features that can either make your operation tighter or make your technicians hate you. There's not a lot of middle ground. When forms are built well, triggered at the right time, and only ask relevant questions, they give you clean data and consistent results on every job. When they're built poorly, your techs pencil-whip them with garbage information just to close out the job. And then you're sending that garbage to the customer.
This post walks through how ServiceTitan forms actually work, how to set up triggers so the right forms show up at the right time, how to use conditional logic so your techs aren't drowning in irrelevant questions, and how to pull reporting on form data so you can actually do something with what you're collecting.
Where Forms Live and How They Work
You'll find your forms under Settings > Operations > Forms. From there you can add new forms, edit existing ones, duplicate them, or export them to share with another account. There are two categories of forms in ServiceTitan: native forms and PDF forms. Most people most of the time are going to be using native forms, so that's what we're focusing on here.
Each form has a status (published or unpublished) and can be active or inactive. A common gotcha: when you build a new form from scratch, it's unpublished by default. So you build the whole thing out, your techs go to look for it, and it's not there. Check the publish toggle before you start troubleshooting anything else.
You also need to decide what the form is assigned to. Most of the time, the answer is "job." That means the form gets attached to a job and your tech fills it out during the course of that job. But you can also assign forms to "technician" for non-job forms like vehicle inspections or truck stock checks. There are other options too — call, customer, location, equipment — but those are much more rare. If you're thinking about assigning a form to equipment because the tech is inspecting an AC unit, you probably still want it on the job. Attaching it to equipment buries it and makes it harder to find for both your tech and whoever reviews it later.
Setting Up Triggers So Forms Show Up Automatically
This is where forms start becoming useful instead of just existing. You can set a form to automatically pop up for your technician when certain conditions are met. That means you're not relying on your tech to remember which form goes with which job. The system handles it.
To add a trigger, open the form and click Add Trigger. You'll get a set of filters: business unit, job type, customer type (residential vs. commercial), and event. The event is the specific action the tech takes that fires the form. Your options are: when the arrive button is tapped, when the invoice button is tapped, when the closeout button is tapped, when they confirm they'll do the work now, or when they say they'll do it later.
I recommend triggering most forms when the arrive button is tapped. I know that sounds early. The tech just got there. But here's the thing: just because the form shows up doesn't mean they have to fill it out right that second. If you mark the form as required, they just can't close the job without completing it. So it serves as a reminder. The alternative is triggering at closeout, and the problem there is the tech may have already wrapped up the visit, said goodbye to the customer, and now they're being told to fill out a 20-question inspection form. Either they pencil-whip it or they're knocking on the door again. Neither is great.
You can also filter triggers by specific pricebook items, value ranges, or job tags. For most shops, filtering by job type and triggering on arrival covers 90% of use cases. For example: trigger a full plumbing inspection form on every clogged drain call. Trigger an HVAC safety checklist on every maintenance visit. You get the idea.
Building the Form: Question Types and Smart Fields
Inside a form, you organize content into sections and questions. ServiceTitan gives you a solid set of question types: text, number, checkboxes, radio buttons, dropdowns, stoplight buttons (red/yellow/green), picture, date, signature, and smart fields.
Stoplight buttons are popular for inspection-style forms. Red means it's broken right now, yellow means it could go bad soon, green means it's fine. Simple for the tech, easy to scan when you're reviewing it later.
Smart fields auto-populate information ServiceTitan already knows about the customer or job. Things like the location address, business unit, technician name, campaign, and more. Use these anywhere you can. They save the tech from typing out information that's already in the system, and the data is guaranteed to be accurate because the system is filling it in, not the tech.
If you need the tech to upload a photo of something specific, like the evaporator coil or the electrical panel, use a picture field and mark it required. The tech can technically take a picture of the floor and upload that, but at least you've created the expectation. That's a coaching conversation, not a software problem.
One more thing worth knowing: you can duplicate questions and even entire forms. So if you're building a 50-point inspection and most of the questions are the same format, build the first one right and then copy it. Don't start each one from scratch.
Conditional Logic: The Feature That Makes Forms Actually Work
This is my favorite feature when it comes to forms. Conditional logic lets you show or hide questions based on how the tech answers other questions. It's the difference between a 60-question form that makes your techs want to quit and a clean, focused form that only asks what's relevant to the actual situation.
Here's a real example. Say you have an HVAC scope of work form. One of the questions asks where the indoor unit will be installed. If the tech says "attic," the form should ask for the attic opening dimensions. If they say "basement" or "closet," that question doesn't matter and shouldn't even appear. Without conditional logic, every tech sees every question every time, and the ones that don't apply get filled with nonsense. With conditional logic, the form adapts to the job.
How to Build It
Start by adding every question you might need for every possible scenario. Don't worry about length yet. Once all your questions are in place, click the "Add Conditional Logic" button at the top of the form editor. You'll see a screen that lets you choose which questions display by default. Uncheck everything that should only show up in certain situations.
Then you create rules. Each rule is an if/then statement. If the answer to Question A equals X, then show Questions B and C. You can add multiple conditions to a single rule and choose whether all conditions need to be met or just any one of them.
A quick tip that trips people up: if you use a "is not equal to" condition on a checkbox question, blank counts as "not equal to" your value. So the hidden question shows up before the tech even answers anything. Fix it by adding a second condition that checks if the field is filled. That way the follow-up question only appears once the tech has actually selected something.
One more thing. Rules have hierarchy. If two rules conflict with each other, the rule that's lower on the list wins. So if Rule 1 says hide a question and Rule 2 says show it, Rule 2 takes precedence because it's further down. You can drag rules around to change the order. If your form is behaving unexpectedly, check the rule hierarchy first.
Non-Job Technician Forms
Not every form is tied to a customer job. Vehicle inspections, truck stock checks, weekly safety checklists — these are "technician forms" that your tech fills out independently. To set one up, assign the form to "Technician" instead of "Job."
Your techs can access these from the My Forms tab in the mobile app. But you can also trigger them automatically by tying the form to a non-job event timesheet code. Go to Payroll Settings, create a timesheet code for the activity (like "Vehicle Inspection"), then add that as a trigger on the form. Now whenever a dispatcher assigns that non-job event to a tech, the form pops up automatically when they attend the event.
Finding completed technician forms is a little different since there's no job page to look at. Use the search page (the magnifying glass in the upper right), choose Forms, and filter by the specific form name and date range. You can also set up alerts under Settings > Alerts so that a manager gets notified every time a specific form is submitted. That way nobody has to remember to go check.
Form Reporting: Getting Usable Data Out of Your Forms
Collecting data on forms is only half the battle. You need to be able to pull that data in bulk and actually act on it. ServiceTitan has two form-related report datasets: "Forms" and "Form Submissions." You want Form Submissions. That's the newer dataset and it includes the actual answers to the questions on your forms. The plain "Forms" dataset only shows you that a form was completed, not what's in it.
Neither dataset has a default report built for it, so you'll need to create one. Go to Reports, click Create Report, and search for "Form Submissions." Once you build the report, you can filter by date range, form name, and form state (completed vs. saved). The real power is in the column filters. Every question on your form shows up as a column, and you can filter on any of them.
Say you have a vehicle inspection form and you want to see every inspection where something failed. Filter the relevant columns for "Fail" and you get a clean list of only the forms that need follow-up action. No sifting through hundreds of all-clear submissions. Same thing with a happy call form — filter for customers who said they weren't 100% satisfied and now you have your follow-up list without clicking into every single form.
Make Forms Work for You, Not Against You
The difference between a shop that gets real value from forms and one where techs treat them like a nuisance comes down to how they're built. Trigger forms at the right time so techs don't have to remember them. Use conditional logic so they're only answering relevant questions. Set up reporting so the data actually goes somewhere useful. Do those three things and forms become one of the most valuable tools in your ServiceTitan setup.
If this was helpful, the Blue Collar Nerd guide goes way deeper. It covers forms, conditional logic, reporting, and every other part of ServiceTitan with searchable video lessons built for every role on your team. Check it out here.