Privacy and preparation
ServiceTitan exports: customer, technician and payment fields to review
By SourceX Editorial · Reviewed by Noah Loul ·
Short answer
A ServiceTitan data export holds job histories worth keeping and personal fields worth removing. Review customers, locations, jobs, invoices, payments and technicians before anything leaves the company: keep job types, equipment, diagnoses, pricebook items and outcomes; remove names, contact details, gate codes, card references and technician pay. Free-text notes and call recordings need the closest review.
Key takeaways
- The value in ServiceTitan sits in jobs, equipment, estimates, invoices and callbacks; the risk sits in customer, location, payment and technician fields.
- Service addresses can be coarsened to city or ZIP code while keeping property type and equipment details.
- Card data and processor references should never leave the system; invoice line items and totals are ordinary business records.
- Technician pay, commissions, GPS trails and HR notes are employee data and belong outside any licensing export.
- Location notes and job summaries often hold gate codes, alarm codes and household details, so free text needs its own pass.
What is in a ServiceTitan data export?#
A ServiceTitan data export is whatever you pull out through reports, the API or another data route your account supports, and it usually spans customers, service locations, jobs, appointments, estimates, invoices, payments, equipment, memberships and technicians. Which routes and fields are available depends on your plan and permissions, so confirm with ServiceTitan and your system administrator.
For an owner thinking about licensing, two questions matter at once: does the export capture the full history from first call to callback, and which fields identify homeowners, technicians or payment details? The second question decides what must be removed before anything leaves the company. Work from an export, not shared access: ServiceTitan's terms of use say customers must not let any third party, expressly including an AI agent, access or use its technology, so a buyer never gets a login to your account.
Custom fields need attention. Many contractors add fields over the years for door codes, preferred technicians or lead sources, and those fields hold whatever staff typed. List them before exporting so none surprise the review.
Field review table by object#
A field review by object gives the office manager or administrator a clear instruction for each part of the export. Start from this table and adjust it to your custom fields.
Work through the export in a fixed order so the office does not re-run reports several times. Repeat the steps below once for each export route you use.
- Export to a restricted internal folder, never straight to a shared drive or email.
- List every column in every report, including custom fields, before deciding anything.
- Mark each column keep, transform or remove using the object table.
- Search free-text columns for phone, email and access code patterns.
- Have a second person read a sample of jobs from first call to final invoice.
- Record the final field list and the owner's approval.
| Object | Keep | Remove or transform |
|---|---|---|
| Customers | Customer type, membership status, year of first service | Names, phone numbers, emails, billing addresses |
| Locations | Property type, city or ZIP code, equipment on site | Street address, gate and alarm codes, access notes |
| Jobs | Job type, business unit, summary, outcome, callback flag | Names and phone numbers inside summaries |
| Estimates | Options presented, pricebook items, sold or unsold | Customer signatures and contact fields |
| Invoices | Line items, totals, discounts, warranty terms | Billing names and addresses |
| Payments | Payment type and date, if needed at all | Card references, check numbers, processor IDs, financing details |
| Technicians | Technician ID, role, trade | Names, pay rates, commissions, GPS, HR notes |
| Equipment | Make, model, age, install date, service history | Serial numbers where they could identify a household |
Customer and location fields#
Customer and location fields carry most of the homeowner personal data in the system. Names, phone numbers and emails are simple to remove; service addresses need a decision, because location also explains the work through climate, housing age and local code requirements.
A common approach keeps city or ZIP code, property type and equipment details and drops the street address. Location notes deserve their own pass: they often hold gate codes, alarm codes, lockbox combinations, pet warnings and remarks such as an elderly resident living alone. Those are security and privacy risks, and none of them helps explain the job.
Membership and agreement records sit between the two. Keep visit history, renewal decisions and agreement terms, which show how recurring service works, and strip the contact and billing fields attached to them.
Technician fields#
Technician fields are employee data and deserve the same care as customer data. Replace names with stable technician IDs so a reader can still see that the same person ran the diagnostic and came back for the repair.
- Remove pay rates, commissions, spiffs and bonus calculations.
- Remove GPS breadcrumbs, timesheets and clock-in locations.
- Remove performance notes, disciplinary notes and HR flags.
- Keep role, trade and, where useful, a broad experience band.
- Check technician notes for personal comments about customers or colleagues.
Payment and financing fields#
Payment and financing fields should stay in ServiceTitan and your payment processor. Full card numbers should never appear in exported job data, but references such as the last four digits, processor transaction IDs, check numbers, ACH details and financing application data can surface in reports. Card security codes are a firmer line still: PCI DSS says sensitive authentication data, including card verification codes, is not retained after authorization, so any that turn up in notes or transcripts point to a process problem to fix, not a field to mask.
Invoices are different. Line items, pricebook codes, quantities, discounts and totals describe the work and the commercial decision, and they are business records rather than payment credentials. Keep them, and remove the billing contact fields attached to them.
If financing partners or rebate programs are tracked in ServiceTitan, their application references and approval notes belong outside the export as well.
Free text, recordings and photos#
Free text, call recordings and photos carry the richest detail and the highest risk. Job summaries and technician notes are where a diagnosis is explained, so keep them and scrub the names, phone numbers, codes and household details inside them rather than dropping the fields.
| Content | Common risk | Typical treatment |
|---|---|---|
| Job summaries and technician notes | Names, phone numbers, codes, household details | Keep the text; replace identifiers |
| Call recordings and transcripts | Voices, addresses, card details read aloud | Exclude from a first package, or transcribe and redact |
| Job photos | House numbers, faces, vehicles, paperwork | Include only after an image review |
| Forms and checklists | Signatures, homeowner names | Keep answers; remove signature and contact fields |
Illustrative: an HVAC and plumbing company reviews its first export#
Illustrative: a fictional HVAC and plumbing company serving two metro areas exports job, invoice and equipment reports from ServiceTitan to explore licensing its service history. The owner expects the work to be mostly about removing names.
The review finds more: gate and alarm codes in location notes, homeowners' cell numbers inside job summaries, processor transaction IDs in a payments report and technician commission columns in a job costing report. Call recordings and photos sit in a separate store.
The owner approves a package that keeps job types, equipment, diagnoses, pricebook items, invoice totals and callback flags, uses ZIP codes for location and IDs for technicians, and leaves out payments, recordings and photos for now. The owner also confirms in writing that the company, not a franchisor, controls the account and its records, which the rights review needs.
How SourceX approaches ServiceTitan histories#
SourceX's fit check needs no export: the owner describes the systems, the years of history and the record families. When a package proceeds, field review happens during Preparation, the third stage of the SourceX five-step transaction, using a copy that stays under the owner's control.
The privacy record in the SourceX Evidence Packet lists which objects and fields were kept, transformed or removed, alongside provenance and release authorization. The owner approves the field list before anything is delivered.
Frequently asked questions
Who owns the data in our ServiceTitan account?
A contractor's own job and customer records generally belong to the contractor, with the software company acting as a provider, but the answer depends on your agreement with ServiceTitan and, for franchisees, the franchise agreement. Read both before licensing anything.
Do we need the API, or are report exports enough?
Report exports are often enough for a first look at field coverage and history. A full package usually needs consistent IDs linking customers, locations, jobs and invoices, which reports may not always carry. Check which export routes your plan includes.
What about customers who asked us to delete their data?
Honor those requests in the export. Check whether deletion requests were processed in ServiceTitan and in any copies, such as marketing tools or spreadsheets, and exclude those customers' records from any package. Opt-out requests may also matter, depending on the state privacy laws that apply to you.
Do franchise owners need franchisor approval?
Often. Franchise agreements frequently address customer data, system records and confidentiality, and some give the franchisor rights over them. Review the agreement and talk to the franchisor before licensing records from a franchised location.
Should we export everything before reviewing fields?
Export to a controlled internal location first, then review. A complete internal copy helps you judge history and coverage, but it should stay inside the company until the field review is done and the owner approves what may leave.
Are call recordings worth including later?
They can be, because a recorded call shows how a customer service representative books, triages and sets expectations. They also carry voices, addresses and sometimes card details read aloud. Most owners leave them out of a first package and revisit them once transcription and redaction have been reviewed.
Sources
- ServiceTitan's terms of use say users must not let any third party, expressly including any AI Agent, access or use ServiceTitan Technology. Source
- PCI DSS v4.0 Requirement 3.3.1 states that sensitive authentication data, including card verification codes, is not retained after authorization, even if encrypted. Source
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