We want to make you aware of a recent ServiceTitan summer update ST-74 that affects how bookings created by Broccoli appear in your booking rate scorecard. This only impacts customers using ServiceTitan.
Background
Previously, jobs created by Broccoli were not displaying correctly in the ServiceTitan dashboard. This issue was due to an update that ServiceTitan pushed on April 4th, that broke the sync with the Agent scorecard.
The Partial Fix
In their August update, ServiceTitan released a partial fix. The update ensures that Broccoli bookings will appear correctly on the Agent Scorecard, but only if jobs are booked directly to the dispatch board (And not if your current flow is to book them on the Bookings section under Calls Tab).
How to Apply the Fix
Go to your Broccoli scheduling settings (Settings > Scheduling > Scheduling)
Under the “Where should non-emergency jobs be placed?” section, enable Dispatch Board.
(Optional) You can also choose to auto-assign technicians based on Adjustable Capacity Planning.
Enabling this setting will ensure Broccoli bookings flow correctly and display in your ServiceTitan Agent scorecard accurately moving forward.
Next Steps
ServiceTitan’s current functionality does not provide a way to backfill previous calls, so this update will only apply to new calls moving forward. Additionally, because of how ServiceTitan is designed, the scorecard will not update if jobs are placed in the bookings tab instead of the dispatch board. We are actively working with their team to advocate for additional options, but at this time these limitations are within ServiceTitan’s system.