Troubleshooting Your ServiceTitan Integration

Having trouble integrating Referral Factory with ServiceTitan? Try these troubleshooting tips.

In this guide 👇

1. Connection Problems
2. Problems Sending Referred Users (The Person Invited) to ServiceTitan 
3. Qualification Problems 
4. Problems Syncing Your ServiceTitan Customers

1. Connection Problems

🤔 Problem: You cannot connect your ServiceTitan account with Referral Factory because the integrations settings are greyed out, or you get a permissions error, or the connection fails

→ If you are a teammate, make sure you have the correct permissions to connect your ServiceTitan integration. If you don’t have the required permissions, the main account holder will need to update them for you. Learn more.

→ If you are the main account holder or a teammate with the required permissions inside Referral Factory, check that you are logged into your ServiceTitan account and have the required administrative permissions inside ServiceTitan to connect an integration. 

→ Please note that you can only connect one ServiceTitan account to Referral Factory at a time. You may be able to connect additional ServiceTitan accounts via Zapier. Learn more.

2. Problems Sending Referred Users (The Person Invited) to ServiceTitan 

🤔 Problem: No referred users (the Person Invited) are being created as bookings in ServiceTitan

→ Double check that you have mapped the following required fields:

• {First Name} in Referral Factory to {Name} in ServiceTitan
• {Email} in Referral Factory to {Email} in ServiceTitan
• {Referral Code} in Referral Factory to {External ID} in ServiceTitan
• Any field in Referral Factory to {Summary} in ServiceTitan
• Any field in Referral Factory to {Source} in ServiceTitan

🤔 Problem: Some but not all referred users (the Person Invited) are being sent into ServiceTitan

→ Verify if the user is already part of your campaign by searching from the Users tab in Referral Factory. If the user joined the campaign before the settings to send referred users were set up, a booking will not be generated in ServiceTitan. Essentially, the function does not work retroactively.

3. Qualification Problems  

🤔 Problem: The booking for the referred user (person invited) has been converted into a job (and has reached the selected job status) in ServiceTitan but the referral is not being qualified in Referral Factory

→ Please note that qualification can happen at a delay of up to 12 hours. Referral Factory is busy syncing thousands of data points at any given time and your qualification could be in the queue.

→ Please note that you can only qualify referred users (the person invited). 

4. Problems Syncing Your ServiceTitan Customers

🤔 Problem: You've configured the sync but only some or no users have been added in Referral Factory

→ Wait up to 12 hours. Referral Factory is busy syncing thousands of data points at any given time. Your sync is probably in the queue and changes will reflect within 12 hours, depending on the number of contacts you have chosen to sync.

→ Check whether the sync will exceed your user limit in Referral Factory. 

→ Check whether the customers you synced already exist as users in Referral Factory. 

🤔 Problem: You've configured the sync and users have been added to Referral Factory but no referral links have populated in ServiceTitan 

→ Due to limitations with ServiceTitan’s API, we currently cannot sync referral links back into your CRM. 

🤔 Problem: You have new customers inside ServiceTitan but they have not been automatically enrolled in your referral campaign

→ Make sure you have selected the option to run the sync on an ongoing basis. You can see if a sync is ongoing on the Promote step of your campaign builder.