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The Gravity Forms ServiceTitan Integration Add-on enables home service and commercial trade contractors to automate online booking requests, customer profile creation, address location mapping, and job dispatch directly within ServiceTitan. By connecting to the official ServiceTitan REST API v2, contractors eliminate manual dispatch delays, accelerate customer response times, and prevent lost service leads.

Step 1: Connecting ServiceTitan API v2 Credentials

ServiceTitan uses modern OAuth 2.0 Client Credentials authentication to safeguard sensitive contractor and customer data:

1. Log in to your ServiceTitan Developer Portal.
2. Navigate to Integrations → API Application Management and generate a new application integration.
3. Retrieve your Client ID, Client Secret, and Tenant ID.
4. In your WordPress Admin dashboard, navigate to Forms → Settings → ServiceTitan.
5. Enter your credentials into the respective fields.
6. Click Save Settings to authenticate the connection.

Step 2: Creating a ServiceTitan Dispatch Feed

Configure how incoming service requests are transformed into ServiceTitan customer and job records:

1. Go to Forms and select your service booking form (e.g., HVAC Repair Request, Plumbing Booking).
2. Navigate to Settings → ServiceTitan.
3. Click Add New to create a new feed.
4. Enter a recognizable Feed Name (e.g., “Residential HVAC Emergency Feed”).
5. Select your Integration Action:
   • Create Customer Only: Creates or updates a customer profile without scheduling an immediate job.
   • Create Customer, Location & Booking: Creates or matches the customer, links their physical service location, and generates a structured job booking on your dispatch board.

Step 3: Customer & Location Record Mapping

ServiceTitan enforces a strict hierarchy where Customers own Locations, and Locations host Jobs. Map your form fields accordingly:

Step 4: Job Booking, Business Units & Scheduling Windows

When booking jobs, ensure tickets are assigned to the correct dispatch team:

• Business Unit ID: Assign to specific trade teams (e.g., Residential Plumbing, Commercial HVAC).
• Job Type ID: Categorize as Maintenance, Diagnostic, Installation, or Emergency Callout.
• Campaign ID: Track marketing origin for attribution and ad spend ROI.
• Preferred Appointment Window: Map date and time fields to schedule the job start window.
• Priority Flag: Check priority option for emergency dispatch situations.

Step 5: Conditional Routing for Emergency vs Standard Requests

Utilize conditional logic to route requests dynamically:

• Flag jobs as Emergency Urgent if the customer indicates active water leaks or total system failure.
• Route residential requests to the residential Business Unit, and corporate inquiries to commercial sales.

Developer Hooks & Filter Reference

Customize booking payloads or inject custom metadata before sending data to ServiceTitan.

// Customize ServiceTitan booking parameters prior to dispatch
add_filter( 'gform_servicetitan_booking_payload', function( $booking_payload, $entry, $form, $feed ) {
    // Append priority tag or gate code notes
    $booking_payload['summary'] .= "nn[Booked via Website Form]";
    
    return $booking_payload;
}, 10, 4 );

Verification & Entry Notes Audit

Each submitted entry records the exact ServiceTitan outcome in the Gravity Forms Entry Notes:

• Matched or generated Customer ID.
• Linked Location ID.
• Scheduled Booking ID and appointment confirmation status.

Frequently Asked Questions

Related Resources & Documentation