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ServiceTitan Field Notes Guide
How Your Job Notes Become Revenue, Reviews, and Repeat Customers
Every note you write feeds Nexus AI. Better notes = more calls = more money.
Every job note you write in ServiceTitan gets read by our Nexus AI system. It pulls out the gold: customer quotes, upsell opportunities, content ideas, and patterns that help us book more jobs. Here's what your notes are worth:
🌳
Root Intrusion Finding
$7,500
🏚️
Old Pipe Material
$8,000
📐
Pipe Belly / Sag
$5,000
🔥
Water Heater Age
$2,500
📝
Additional Finding
$500
💡
Real example: A tech wrote "Also noticed the water heater is 14 years old, original from when the house was built. Tank shows corrosion at the base. Recommended replacement before winter." That note triggered an upsell follow-up worth $3,200 in revenue.
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You Write Notes
in ServiceTitan
➜
🤖
Nexus AI
Reads & Classifies
➜
📊
Upsells, Blogs,
& Ad Copy Created
➜
📞
More Calls
More Bookings
➜
💰
More Revenue
For Everyone
Every note you write gets scanned for 4 types of intelligence. The more categories your notes hit, the more value they generate.
🧠
Tech Insights
What you noticed, diagnosed, or recommend. "Also noticed the sump pump is 12 years old." "Found roots in the lateral at the property line."
HIGHEST REVENUE IMPACT
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Customer Quotes
What the customer said, felt, or was worried about. "Customer said she was afraid the whole yard would be torn up." "They chose us because of the warranty."
BEST FOR AD COPY
❓
Customer Assumptions
What the customer thought was wrong before you got there. "Customer thought the whole sewer line needed replacement." "Homeowner believed it was a main line issue but it was just the cleanout."
GREAT FOR BLOG CONTENT
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Education Gaps
Things the customer didn't know. "Didn't realize the expansion tank needed replacing." "Had no idea you could do trenchless." "Never heard of hydro jetting."
DRIVES FAQ CONTENT
❌ Notes That Don't Help
Cleared drain. Working fine now.
Zero intelligence. AI can't learn anything from this.
Replaced water heater. Customer happy.
What kind? How old was the old one? What made them call?
Fixed leak under sink.
What was the cause? How long had it been leaking?
✅ Notes That Generate Revenue
Cleared kitchen drain. Heavy grease buildup from cooking oil being poured down drain. Educated customer on proper grease disposal. Also noticed the garbage disposal is 15+ years old and making grinding noise. Recommended replacement. Customer said "I had no idea you shouldn't pour grease down the drain."
Hits ALL 4 categories. Upsell opportunity flagged.
Replaced 40-gal gas water heater, original from 2009 (17 years old). Tank had visible corrosion at base, relief valve was dripping. Customer called because they ran out of hot water yesterday morning. Installed 50-gal Rheem with expansion tank. Customer chose us because of the lifetime warranty on our work. Homeowner mentioned the neighbor also needs their water heater looked at.
Referral opportunity + customer quote + age data. Gold.
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The gold standard: Write notes like you're telling a friend the story of the job. What did you find? What did the customer say? What else did you notice while you were there? What would you recommend they do next? That's it.
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What You Found
"Heavy root intrusion at 15ft." "Cast iron pipe from 1962, completely deteriorated." "Wax ring failed, water damage to subfloor."
🛠️
What You Did
"Jetted 120ft of main line." "Replaced 30ft of clay with PVC." "Installed PRV, was running at 95 PSI."
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What Else You Noticed
"Also noticed water heater is 14 years old." "Sump pump discharge line has roots." "No expansion tank on water heater."
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What the Customer Said
"Customer said they've been dealing with slow drains for 3 years." "Homeowner was worried about yard damage." "They chose us because of the reviews."
❓
What They Didn't Know
"Didn't know about trenchless options." "Had no idea the expansion tank needed replacing." "Thought you shouldn't run the disposal with water."
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What You Recommend Next
"Recommend camera inspection in 6 months." "Should replace water heater before winter." "Needs whole-house repipe within 2-3 years."
😊
Customer Reaction
"Customer was thrilled, said they'd recommend us." "Homeowner asked for a card to give to their neighbor." "Customer posted a 5-star review while I was still there."
⚠️
Safety or Code Issues
"No TPRV on water heater, code violation." "Gas flex line not up to code." "Improper venting on sewer line."
These custom fields make it easier for techs to capture structured data. They show up as quick-fill fields on the job form in ServiceTitan, so techs don't have to remember what to type every time.
1 Open ServiceTitan Admin
- Log in to go.servicetitan.com
- Click the gear icon ⚙️ (bottom-left sidebar)
- Go to Settings
2 Navigate to Custom Fields
- In Settings, scroll to "Operations" section
- Click "Custom Fields"
- You'll see a list of existing custom fields (if any)
- Click "+ Add Custom Field" to create a new one
3 Create These Fields
Create each of the fields below. For each one, select "Job" as the entity type so they appear on every job.
| Field Name |
Type |
Options / Notes |
Why It Matters |
| 🗣️ Customer Quote |
Text |
Free text. "What did the customer say?" |
Best ad copy comes from real customer words |
| 👀 Additional Finding |
Text |
Free text. "What else did you notice?" |
Upsell opportunities worth $500-$8,000 |
| 🏠 Equipment Age |
Text |
Free text. "Water heater 2009, disposal ~15yr" |
Triggers proactive replacement outreach |
| 🌳 Root Intrusion? |
Checkbox |
Yes/No |
Avg $7,500 job. Flagged for sewer team |
| 📐 Pipe Belly/Sag? |
Checkbox |
Yes/No |
Avg $5,000 job. Flagged for camera follow-up |
| ⚠️ Code Violation? |
Checkbox |
Yes/No |
Avg $1,500 job. Safety liability if not noted |
| 🤝 Referral Mention? |
Checkbox |
Yes/No. Did customer mention neighbor/friend? |
95% booking rate on referrals. Follow up! |
| 📸 Photos Taken? |
Checkbox |
Yes/No |
Before/after photos = social proof gold |
| 🔧 Pipe Material |
Dropdown |
PVC, Cast Iron, Clay, Orangeburg, Galvanized, Copper, CPVC, PEX, Unknown |
Orangeburg/Clay/Cast Iron = $5K-$8K replumb |
| 😊 Customer Mood |
Dropdown |
Happy, Neutral, Frustrated, Upset |
Frustrated/Upset = recovery protocol. Happy = review ask |
4 Set Field Visibility
- For each field, make sure "Required" is OFF (don't block techs from completing jobs)
- Set "Visible to Technicians" to ON
- Set the "Display Order" so the most important fields appear first (Customer Quote, Additional Finding, Equipment Age)
5 Tell the Team
- At the next morning huddle, show techs the new fields on a job
- Key message: "These fields take 30 seconds to fill out and they help us get more 5-star reviews, more blog content, and more calls. The AI reads these."
- Don't make it mandatory at first. Let them get used to it. Track who fills them out.
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Nexus AI reads these automatically. Every 4 hours, Nexus pulls the latest job notes and custom field data from ServiceTitan. It classifies everything, flags upsell opportunities, generates content ideas, and updates the dashboard. Zero extra work from anyone after setup.
When techs mention ANY of these in their notes, Nexus flags it as a revenue opportunity:
🏚️
Old Pipe Material
Orangeburg, Clay, Cast Iron
$8,000
📐
Pipe Belly / Sag
$5,000
🔥
Water Heater Age
$2,500
📝
Additional Finding
$500
🔩
Missing Component
Expansion tank, PRV
$350
🏗️
Aging Infrastructure
$2,000
🔄
Maintenance Opportunity
$200
🤝
Referral Mention
Priceless
📝 Blog Posts
Your field stories become blog posts that rank on Google. "Found roots crushing a 1960s clay pipe" becomes "Signs Your Sewer Line Needs Replacement in Overland Park." These posts bring in new customers who search for exactly that problem.
📢 Google Ads
Customer quotes from your notes become ad headlines. "I had no idea you could do trenchless!" becomes an ad: "Trenchless Sewer Repair. No Yard Damage. Same-Day Service." Real words convert better than marketing speak.
📞 Phone Scripts
Common customer questions from your notes help Ashton answer calls better. "Most customers ask if we dig up the yard" becomes a phone script: "We offer trenchless options that keep your yard intact."
⭐ Review Responses
When a customer leaves a review, the AI writes a personalized response using details from your job notes. "Thanks for trusting us with that root intrusion, Sarah! Glad we could save the lateral without digging up the driveway."
💰 Upsell Follow-Ups
When you note "water heater is 14 years old" or "recommend camera in 6 months," Nexus flags it for a follow-up call. That's a $2,500 water heater sale or a $350 camera inspection booked from your note.
📊 Pattern Detection
Nexus spots trends: "4 root intrusions in 66213 this month" means we target that zip code with sewer ads. "Clay pipe found in 8 of 10 Leawood homes" becomes a neighborhood campaign. Your notes reveal patterns no competitor sees.
📝 Use This Format For Every Job
FOUND: [What was the problem? What did you see?]
FIXED: [What did you do? What did you install/replace?]
ALSO NOTICED: [Anything else wrong? Equipment age?]
CUSTOMER SAID: [Any quotes, concerns, or questions?]
RECOMMEND: [What should they do next? Follow-up needed?]
You don't have to use this exact format. Just hit these 5 points and you're golden. The AI does the rest.
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Never write just "Cleared drain" or "Fixed leak." That's a dead-end note. The AI can't learn from it, can't generate content from it, and can't flag upsell opportunities. Even adding one sentence like "Customer mentioned their neighbor has the same problem" turns a dead note into a revenue opportunity.
🌳 Sewer Line Job
FOUND: Complete root intrusion at 22ft into main sewer line. Clay pipe, original from 1965. Camera showed roots throughout from 15ft to 35ft. Belly at 28ft holding standing water.
FIXED: Excavated and replaced 25ft of clay pipe with Schedule 40 PVC. Cut roots at property line. Clean camera shot from house to street after repair.
ALSO NOTICED: Water heater in basement is a 2010 AO Smith, showing rust at base. No expansion tank. Sump pump is working but discharge line goes to backyard, not storm drain.
CUSTOMER SAID: "We've had slow drains for 2 years, we thought it was just the house being old." Homeowner was relieved we didn't have to dig up the driveway. Asked for a card to give to their neighbor who has "the exact same problem."
RECOMMEND: Camera re-inspection in 12 months. Water heater showing age, should plan for replacement. Sump pump discharge needs rerouting to storm drain.
✅ This note hits ALL 4 categories, flags 3 upsell opportunities ($7,500 + $2,500 + $450), captures a referral, AND provides a customer quote for ad copy. This is a $10,000+ note.
🔥 Water Heater Job
FOUND: 50-gal gas water heater, Bradford White 2008, no hot water. Pilot won't stay lit. Thermocouple replaced 2 years ago per customer. Rust on burner assembly, sediment buildup visible through drain valve.
FIXED: Installed new 50-gal Rheem Professional with expansion tank and new gas flex. Set to 120F. Flushed old sediment from lines.
ALSO NOTICED: PRV at main is set to 85 PSI (should be 60-75). Recommended PRV replacement. Laundry hoses are old rubber, not braided stainless.
CUSTOMER SAID: "I didn't even know expansion tanks were a thing." Customer thought the water heater would last 20+ years. Was surprised it was only rated for 10-12. "I'm going to tell everyone about you guys, the last plumber we called never showed up."
RECOMMEND: PRV replacement ($350). Replace laundry hoses before one bursts ($150). Schedule annual flush.
Your Notes = Our Competitive Edge
No other plumbing company in KC has AI reading every job note, generating blog posts, writing ad copy, and flagging upsell opportunities. Your field notes are the data that powers everything. The better you write, the more calls come in, the more jobs get booked, the more revenue for everyone.
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30 seconds of writing = thousands in revenue.