Problem
Providing customers with detailed service descriptions is essential for transparency and better decision-making. However, listing every service description (e.g., Schrader valves, breakers, fuses, capacitors) can make invoices excessively long and cluttered. This is especially problematic when sending estimates via email, where a decision-maker not present at the time of service may need to review details.
Proposed Solution
Introduce a drop-down description feature for service items, placed under the description section before the warranty field, with Three visibility options:
Show Always – The full description is displayed across all platforms:
- Printed and emailed invoices
- Digital and printed estimates
- Ensures complete transparency in all customer interactions
Show as Collapsible – The description is:
- Hidden by default on printed invoices to keep them concise
- Expandable in digital estimates and invoices via a dropdown toggle
- Ideal for emailed estimates when one decision-maker is absent, allowing them to review details without overwhelming the document
Internal Only – The description is visible only to internal staff, ensuring:
- Notes for techs, dispatchers, and office staff are stored without displaying them to customers
- Clearer communication internally without unnecessary details on the customer-facing side
Current Workarounds (and Their Limitations)
- Adding service descriptions directly to the invoice – Results in long, cluttered invoices that are hard to read.
- Using sub-items without descriptions – Keeps the invoice cleaner but sacrifices the ability to explain why each component is needed.
Neither solution provides a balance between clarity and readability.
Why This Matters
- Keeps invoices clean & professional – Prevents overwhelming customers with excessive details
- Improves customer understanding – Allows digital recipients to expand descriptions for clarity
- Enhances the sales process – Supports remote decision-making when multiple stakeholders are involved
- Optimizes internal operations – Ensures important notes are stored without cluttering customer documents
This simple yet impactful feature would provide more flexibility in presenting service details while improving customer communication and sales conversion.
Let’s Make It Happen!
Would this help your business? Upvote & comment with additional use cases! The more support we gather, the more likely ServiceTitan will prioritize this enhancement.
