Workflow automation
Custom ServiceTitan Job Status Alerts
The sales manager shouldn't learn about a cancelled $9,000 install from the weekly numbers. Job status alerts tell the right person, in Slack, Teams, email or a text, when a job changes in a way they care about.
- 01
Check for changes
A scheduled check, or a webhook where available, finds jobs that changed.
- 02
Compare state
Only a real change from the last known status counts as an event.
- 03
Apply your rules
Business unit, job type and amount decide who hears about it.
- 04
Dedupe, quiet hours
One alert per job per event, held until morning if it can wait.
- 05
Deliver and retry
Slack, Teams, email or text, retried and flagged if delivery fails.
- 06
Log
Every alert recorded with the job it came from.
Important changes happen where nobody is looking
A customer cancels a $9,000 install on the phone with a CSR, who does exactly the right thing in ServiceTitan and moves on to the next call. The sales manager finds out Friday. The install lead finds out when the crew arrives at an empty driveway. A permit job gets put on hold and the customer calls the owner's cell to ask why nobody told them.
ServiceTitan recorded every one of those changes, with a reason. The problem is that the people who need to act weren't logged in at that moment, and nobody thought to tell them. Job status alerts close that gap: when a job changes in a way that matters, the right person hears about it in the place they already pay attention to.
Alerts contractors ask for
Each one is a data condition in ServiceTitan plus a rule about who should know. Whether a particular condition is detectable depends on how your team records it, which we check during scoping.
Job cancelled or put on hold
With the cancel or hold reason, sent to the sales manager or install lead for that business unit.
Large job completed
Completed installs above a set amount, so the office can follow up on paperwork, financing or a review request the same day.
Estimate sold
A sold replacement estimate sent to the install coordinator, so ordering and scheduling start that afternoon.
Tomorrow not fully assigned
An evening check that flags appointments for tomorrow with no technician assigned.
Completed but not invoiced
Jobs marked complete for more than a set time without an invoice, sent to the office manager.
Member job booked
A job booked for a membership customer, sent to whoever looks after members, so the visit is handled with care.
How alerts detect a change
- 1
Define the event as data
A job status changing to cancelled, a hold reason being set, an invoice missing after completion. If it can't be expressed in ServiceTitan's data, it can't be an alert.
- 2
Detect it
Where ServiceTitan's webhooks are available for your account and the event, we use them; they're documented as a beta with limited access, so we don't promise one in advance. Otherwise the integration checks on a schedule for records modified since the last check, using ServiceTitan's export feeds, which generally reflect changes after about 15 minutes.
- 3
Confirm it's really a change
The integration keeps the last known status for each job it watches, just IDs and status, and only fires when the status actually moves.
- 4
Dedupe
Each job and event gets one alert, even if the same change is seen twice. Export feeds can return duplicates, and webhook senders retry, so this isn't optional.
- 5
Route with your rules
Business unit, job type and amount decide the recipient and channel. Non-urgent alerts wait for working hours or roll into a daily digest.
- 6
Deliver, retry, record
Failed deliveries retry and, if they keep failing, are flagged to an admin. Every alert is logged with the job it came from.
Native notifications vs custom alerts
Internal alerts first. Alerts to your own team are low risk and high value, so most projects start there. Customer messages are a different decision: ServiceTitan already sends several kinds natively, texts follow consent rules, and a badly timed notice can't be taken back. We add them only where the native ones don't fit, with approval, quiet hours and your attorney's sign-off on texting consent.
| Need | In ServiceTitan | Custom-built |
|---|---|---|
| Technician on the way | Dispatch notifications text or email customers when a technician is en route, with arrival tracking. | Not rebuilt. If they're off, turning them on is the fix. |
| Other customer messages | ServiceTitan's customer communication tools, depending on your products. | Only where native messages don't fit a specific need, with consent and approval rules. |
| Team alerts outside ServiceTitan | Visible to people logged in to ServiceTitan. | Slack, Teams, email or text for the people who aren't, filtered by your thresholds. |
| Digests | Scheduled reports inside ServiceTitan. | A short end-of-day list of cancellations, holds and unassigned work in one message. |
Communication controls
Quiet hours
Nothing non-urgent at night or on Sunday; it waits for the morning or the digest.
Caps
A ceiling on alerts per person per hour, so a bulk change in ServiceTitan doesn't flood a channel.
Minimal content
Job number, status, reason and a link into ServiceTitan. Customer details stay in ServiceTitan rather than in Slack history.
Mute and off switch
Mute a job, a rule or the whole system without a developer.
Where alerts fit
Schedule changes overlap with dispatch and scheduling integrations, and an end-of-day digest is close cousin to scheduled report emails. Sold-estimate alerts often grow out of estimate follow-up. All of them follow the same guardrails described on the ServiceTitan workflow automation page, and the integration layer behind them is the same kind of work we do for API integrations generally.
Alerts by trade
HVAC
Sold system replacements straight to the install coordinator in July, when equipment lead times decide the install date.
Plumbing
After-hours emergency jobs still unassigned thirty minutes after booking, sent to the on-call manager.
Roofing
Jobs put on hold for weather, sent to customer service so affected homeowners get a call before they wonder.
Garage doors
Same-day jobs cancelled before arrival, so the technician's slot can be offered to the next caller.
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.
- The three or four job changes someone most needs to hear about
- Who should receive each alert, by business unit or job type
- Which channels your team actually reads: Slack, Teams, email or text
- Working hours, on-call rules and when a daily digest is enough
- Whether cancel and hold reasons are recorded consistently today
- Whether your account has ServiceTitan webhook access
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
Hear about the jobs that matter when they change.
Tell us which job changes someone always finds out about too late. We'll design alerts that reach the right person without flooding everyone else.
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Job status alerts: questions we hear a lot.
Can ServiceTitan alerts go to Slack or Microsoft Teams?
With a custom integration, yes. The integration detects the job change and posts a short message with the job number, status, reason and a link back into ServiceTitan. Destinations and message content are confirmed against ServiceTitan's API Terms before building.
Are alerts instant?
Usually they arrive within minutes. Where ServiceTitan's webhooks are available for your account and the event, they can be faster; otherwise the integration checks on a schedule, and ServiceTitan's export feeds generally reflect changes after about 15 minutes.
Will people get the same alert twice?
No. Each job and event is tracked, and an alert fires once even if the change is seen more than once. Failed deliveries retry, but a delivered alert isn't repeated.
Should job status updates go to customers too?
Start with ServiceTitan's own customer notifications, such as technician-on-the-way texts. Custom customer messages make sense only where those don't fit, and they follow consent rules, approval and quiet hours.
Hear about the jobs that matter when they change.
Tell us which job changes someone always finds out about too late. We'll design alerts that reach the right person without flooding everyone else.