Validate and Troubleshoot Your ServiceTitan Integration

This article provides troubleshooting steps and validation techniques to ensure your ServiceTitan integration is working correctly in both directions.

Verify Your Workflows Are Active

Before troubleshooting data issues, confirm your Zapier workflows are active and running:

1. Log in to your Zapier account.
2. Navigate to "Zaps" to see all your workflows.
3. Check that all your ServiceTitan workflows show as "On" or "Active".
4. Review the "Zap Runs" for each workflow to see recent executions by entering the workflow and clicking the option on the left-hand side.
5. If a workflow is paused or off, publish it to turn it back on.

Test With Sample Data

To verify your workflows are configured correctly:

1. In Zapier, open one of your ServiceTitan workflows.
2. Click "Test" on each step to run it with sample data.
3. Verify that each step completes successfully without errors.
4. Check that the final action step (Create Lead or Create Customer) shows success.
5. Look in the destination platform to confirm the record was created.

Troubleshoot ServiceTitan to WhatConverts Workflows

Issue: Appointments or Invoices Not Appearing in WhatConverts

Possible causes and solutions:

• Workflow is paused or turned off: Check your Zapier dashboard and turn the workflow back on
• Filter conditions not met: Review your filter steps – if the invoice total is zero or the job ID is missing, the workflow will stop at the filter
• API credentials expired: Reconnect both your ServiceTitan and WhatConverts accounts in Zapier with fresh credentials
• Trigger not firing: Check ServiceTitan to confirm new appointments or invoices are actually being created

Issue: Leads Created But Missing Information

Possible causes and solutions:

• Incorrect field mapping: Review each step in your Zapier workflow and verify all fields are mapped to the correct data from previous steps
• Custom fields not configured: If you're using ServiceTitan custom fields, ensure you've obtained the custom field ID from ServiceTitan and mapped it correctly in your workflow
• Contact information not found: Verify that customer records in ServiceTitan have complete contact information (phone number and email address)

Issue: Attribution Not Showing Correctly

Possible causes and solutions:

• No previous marketing touchpoint: Remember that ServiceTitan leads only show attribution if WhatConverts has previously tracked that customer through a call, form, or chat interaction
• Contact information mismatch: Ensure the phone number or email address from ServiceTitan exactly matches the contact information in the previously tracked WhatConverts lead
• Different formatting: Phone numbers with different formatting (e.g., with or without country codes) may not match correctly

Issue: Workflow Runs But Returns Errors

Possible causes and solutions:

• Missing required fields: Check the error message to identify which required field is missing, then update your field mapping
• API rate limits: If you're processing many appointments or invoices quickly, you may hit ServiceTitan's API rate limits, space out your tests or contact ServiceTitan support
• Code step failures: Review the JavaScript code in your Code by Zapier steps to ensure there are no syntax errors

Troubleshooting WhatConverts to ServiceTitan Workflows

Issue: Duplicate Customers Being Created in ServiceTitan

Possible causes and solutions:

• Search step not configured correctly: Verify that Step 2 (Search Customers) is properly searching for existing customers using the correct contact information field
• Filter not applied after search: Ensure you've set up a filter condition that only proceeds to Create Customer if the Search step returns no results
• Different contact format: The search may not find matches if phone numbers or emails have different formatting between WhatConverts and ServiceTitan. Normalize the format in your workflow
• Search field not mapped: Verify that you're actually mapping the phone or email from WhatConverts into the search field

Issue: Customers Not Being Created in ServiceTitan

Possible causes and solutions:

• Search step finding false matches: The Search Customers step may be finding existing customers when it shouldn't. Review your search criteria
• Required fields missing: Check that you're mapping all required fields for creating customers in ServiceTitan (First Name is required)
• Workflow stopping at filter: If your filter condition is incorrect, it may stop the workflow even when no duplicate exists
• API credentials expired: Reconnect your ServiceTitan account in Zapier

Issue: Custom Fields Not Populating in ServiceTitan

Possible causes and solutions:

• Incorrect field ID: Verify you copied the correct custom field ID from the ServiceTitan URL when editing the field
• Key-value pair format incorrect: Ensure you're using the correct format with the field ID as the key and the WhatConverts field as the value
• Custom field doesn't exist: Make sure the custom field was created in ServiceTitan before trying to map it in Zapier
• Wrong field type: Verify the data type you're sending from WhatConverts matches the field type in ServiceTitan (text, number, date, etc.)

Issue: Some Leads Create Customers, Others Do Not

Possible causes and solutions:

• Inconsistent data: Some leads may have missing required information. Add filter steps to ensure leads have the necessary data before proceeding
• Search criteria too broad: Your Search Customers step may be matching on partial data. Make your search more specific
• API rate limiting: If many leads come in at once, you may hit rate limits. Contact ServiceTitan support to discuss your usage

Validate Data Accuracy

For ServiceTitan to WhatConverts workflows

To validate accurate data communication from ServiceTitan to WhatConverts:

1. Create a test appointment in ServiceTitan with known details.
2. Wait for the workflow to trigger (usually within 1-5 minutes).
3. Check your WhatConverts account for the new lead.
4. Compare the lead information in WhatConverts against the original appointment in ServiceTitan.
5. Verify all mapped fields (customer name, phone, email, job type, etc.) match correctly.

For WhatConverts to ServiceTitan workflows

To validate accurate data communication from WhatConverts to ServiceTitan:

1. Create a test lead in WhatConverts with known contact information.
2. Wait for the workflow to trigger.
3. Check ServiceTitan to confirm the customer was created (or verify it didn't create a duplicate if one already existed).
4. Verify all mapped fields, including the custom fields, are populated correctly.
5. Test with an existing customer to ensure the duplicate prevention works.

Monitor Ongoing Performance

After your integrations are working:

• Check your Zapier task history weekly to ensure workflows continue running successfully
• Review data in both platforms periodically to confirm data quality
• Monitor for any error notifications from Zapier
• Keep track of your Zapier task usage to avoid hitting plan limits
• Periodically test duplicate prevention for the WhatConverts to ServiceTitan workflow

Check API Connection Status

If you suspect authentication issues:

1. In Zapier, open your ServiceTitan workflow.
2. Click on any WhatConverts or ServiceTitan step and select the “Setup” section.
3. Click "Change" next to the connected account.
4. Try reconnecting with your WhatConverts or ServiceTitan credentials.

See Connect WhatConverts to ServiceTitan for more information.

Related Topics

• Connect WhatConverts to ServiceTitan
• Understand the ServiceTitan Integration
• Send Appointments from ServiceTitan to WhatConverts
• Send Transactions and Sales Value from ServiceTitan to WhatConverts
• Send Lead Data from WhatConverts to ServiceTitan