Website & leads
Custom ServiceTitan Customer Portals
"Is the install still Thursday?" "Can you resend that invoice?" A portal answers those without a phone call. Start with ServiceTitan's own customer portal, and build custom only for what it doesn't cover.
Data moves from ServiceTitan API through Portal server to Customer's browser.
The calls that shouldn't need a person.
A share of every office's phone time goes to questions the customer could answer themselves with the right screen: whether the appointment is still on, what the remodel's next phase is, where the warranty paperwork went, whether the second payment cleared. Each call is short. Together they pull a CSR off the line while a new customer waits on hold.
A customer portal puts those answers behind a sign-in. The design problem isn't the screens. It's making sure each customer sees exactly their own records and nothing else, signs in without a password they'll forget, and that the portal uses ServiceTitan data within the rules ServiceTitan sets for it.
It's the most involved flow in ServiceTitan website and lead integrations, because data travels outward to customers instead of inward to the office.
Native portal or custom portal
| Need | In ServiceTitan | Custom-built |
|---|---|---|
| Invoices and payment | Customers view and pay invoices. | Usually left to the native portal. A custom portal can link to it rather than rebuild payments. |
| Project progress | Jobs and their status. | Phase-by-phase views for multi-visit work, such as a remodel or a system replacement with permits and inspections. |
| Many addresses | Built around the customer's account. | A property manager or builder sees every location they're responsible for, filtered and grouped the way they work. |
| Look and placement | ServiceTitan's portal experience. | Inside your website's design, alongside your own content, warranty information and maintenance tips. |
| Requests | Self-scheduling where your products include it. | Reschedule or service requests sent into ServiceTitan as bookings for the office to handle. |
Signing in without passwords
Customers don't have ServiceTitan logins, and we never ask for anyone's ServiceTitan credentials. Sign-in is the portal's own.
- 1
The customer enters an email or mobile number
The portal checks it against the contact details on file. The response is the same whether or not a match exists, so the page can't be used to discover who your customers are.
- 2
A one-time link or code is sent
A magic link by email or a six-digit code by text, valid for minutes and usable once. Texts follow your consent rules.
- 3
A session is tied to one customer
The server links the session to that customer's ServiceTitan record. The browser never chooses which customer it's looking at.
- 4
Every request is checked on the server
Each page load fetches only records that belong to the session's customer. Changing a number in the address bar returns nothing, not someone else's invoice.
- 5
Sessions expire
Short sessions on shared devices, longer on remembered ones, and an easy sign-out. The API credentials stay on the server throughout.
Portals that earn their keep, by trade
Remodeling
Phase status from demo to final walkthrough, selections still due from the homeowner, and documents in one place.
HVAC
Upcoming maintenance visits, installed equipment and warranty registration details, and a button to request service that arrives as a booking.
Roofing
Inspection date, permit and material delivery status, and the photos the office chose to share after the job.
Multi-trade
A property manager's view of every address, open job and upcoming visit across plumbing, electrical and HVAC.
How it's built and run
The portal is a custom web application with its own server between the customer and ServiceTitan. Most portals only read data, so the app gets read permissions for the few resources it shows, plus permission to create bookings if customers can request service. Writes to existing jobs or appointments from a customer-facing screen are rarely worth the risk; a reschedule request that the office confirms is the safer pattern.
ServiceTitan's documented default rate limit is 600 calls per 10 seconds per application per tenant, which a portal respects by fetching only what a page needs and caching briefly. Hosting, monitoring and support are part of the quote, because a portal customers rely on can't quietly break.
Two details get decided before launch. First, what the portal shows when ServiceTitan can't be reached: a plain message and the office phone number, never a blank page or another customer's cached data. Second, a sign-in log the office can read, showing who signed in and when, so a customer who says "I never got the code" can be helped in a minute and anything unusual stands out. Neither is glamorous. Both decide whether the office trusts the portal enough to point customers to it. For how the app is registered and approved, see API authentication and setup; for internal tools built the same way, custom API applications.
What to have ready before we talk
None of this is required for a first call, but each answer makes the scope and the quote sharper.
- Which ServiceTitan portal features you use today, and what customers still call about
- The records customers should see, field by field, and what stays internal
- Whether customers have more than one location, such as property managers or builders
- How customers should sign in: email link, text code or both
- Whether customers can request service or changes, and how the office handles them
- Your branding and where the portal sits on your website
Related ServiceTitan development
Mesa Web Designers is an independent developer. We are not affiliated with, endorsed by, or a partner of ServiceTitan. ServiceTitan is a trademark of its owner. What an integration can do depends on your ServiceTitan products, the permissions your admin grants, and the APIs available to your account.
Start the conversation
Answer the routine calls before they're made.
Tell us what customers call the office about and which ServiceTitan portal features you use. We'll tell you whether a custom portal is worth building.
- Web apps, portals and integrations start from $575, priced by complexity
- The developer who scopes it builds it and answers the phone
- Built for ServiceTitan contractors nationwide
What do you need built?
Pick what fits (pick any)
Rather talk? (480) 525-7582. 0% financing on any project, 25% down. See all pricing
Customer portals: questions we hear a lot.
Doesn't ServiceTitan already have a customer portal?
Yes. ServiceTitan's New Customer Portal lets customers pay invoices, accept estimates, view jobs and memberships, see customer-facing photos and self-schedule with the right products. Use it first. A custom portal is for needs it doesn't cover, like phase-by-phase project status or a property manager's many addresses.
How do customers sign in?
With a one-time link sent to their email or a short code texted to their phone, matched to the contact details you have on file. There are no passwords to forget, and nobody ever enters ServiceTitan credentials.
How do you make sure customers only see their own data?
The server ties each session to one customer record and checks every request against it. The browser never decides whose data to load. We also filter by current location so a previous owner of a house doesn't see the new owner's jobs.
Can customers reschedule appointments in the portal?
They can request it. The request goes into ServiceTitan as a booking for the office to handle, rather than the portal moving appointments on its own. Direct changes are possible with write permissions, but rarely worth the risk on a customer-facing screen.
Does the portal store a copy of our ServiceTitan data?
Only briefly. ServiceTitan's API Terms limit how long API content can be cached, so the portal reads current data when a customer looks and keeps short-lived copies for speed. Retention is agreed with ServiceTitan's rules in mind before anything is built.
Answer the routine calls before they're made.
Tell us what customers call the office about and which ServiceTitan portal features you use. We'll tell you whether a custom portal is worth building.