Overview
This article explains what Multi-Tenant means for the Ply ↔ ServiceTitan integration, when you should use it, and how to set it up and manage access.
If your ServiceTitan account uses Business Units (BUs), Ply can scope job access and sync behavior per BU. When Multi-Tenant is enabled and a BU is selected, users in Ply only see and work with jobs that belong to that BU. If no BU is selected, Multi-Tenant isn't used.
Prerequisites
Requirement | Details |
ServiceTitan Business Units | Your ServiceTitan account must use BUs. |
Tenant ID | You'll enter this when connecting ServiceTitan. |
Ply Admin access | Needed to connect integrations and manage team settings. |
💡 How to get your Tenant ID: Sign in to ServiceTitan > go to Settings ⚙ > Integrations > API Application Access > look at the upper-right corner of the screen — that number is your Tenant ID.
Turn On Multi-Tenant and Pick a BU
In Ply, go to Settings > Integrations > ServiceTitan and start the connection (or edit an existing one).
In Search business unit, choose the BU you want Ply to sync with.
Click Submit to save.
⚠️ If you don't pick a BU here, Multi-Tenant won't be used.
Tip: You can also configure the BU later in Settings if you skipped it during the initial connection.
What Changes After You Select a BU
User access is scoped to that BU. Once the owner turns on Multi-Tenant and selects a BU, all users only have access to that BU's jobs.
You can configure per-user access by BU in Settings > Company & Billing > Team.
Changing the BU Later
Go to Settings > Integrations, find the Enable Multi-tenant Integration toggle, and select the BU.
Turning Multi-Tenant Off
If you turn Multi-Tenant off, users will temporarily have full access to all ServiceTitan jobs until you reconfigure access per user again.
FAQs
Question | Answer |
What happens if I never select a BU? | Multi-Tenant isn't applied, and Ply won't scope by BU. You can pick a BU anytime in Settings. |
Can I give different users different BUs? | Yes. Use Team settings to assign the appropriate BU per user/technician when Multi-Tenant is enabled. |
We enabled Multi-Tenant after we already had jobs do we need to backfill BU values? | No, BU values for existing jobs should update automatically when you enable Multi-Tenant. |
We turned Multi-Tenant off and now everyone can see all jobs why? | That's expected. When Multi-Tenant is off, access isn't restricted by BU until you re-assign access per user. |
Troubleshooting
Issue | What to Check |
I can't see some jobs I expect to see. | Confirm the selected BU under Settings > Integrations > ServiceTitan, and check the user's BU assignment under Settings > Company & Billing > Team. |
We changed our BU structure in ServiceTitan. | Update your BU selection in Ply and verify users' BU assignments in Team settings. |
Still need help? Contact Support!