This article explains what Multi-Tenant means for the Ply ↔ ServiceTitan integration, when you should use it, and exactly how to set it up and manage access.
What is Multi-Tenant?
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.
Requirements
- A ServiceTitan account with Business Units (BUs).
- Your ServiceTitan Tenant ID (you’ll enter this when connecting ServiceTitan).
- Admin access in Ply to connect integrations and manage team settings.
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 the selected BU’s.
- You can configure per-user access by BU in Settings → Company & Billing → Team.
Changing the BU later
Just go to Settings > Integrations > 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 re-configure access per user again.
FAQs
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?
BU values for existing jobs should be updated 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 is not restricted by BU until you re-assign access per user.
Troubleshooting
- I can’t see some jobs I expect to see.
Check the selected BU in Settings → Integrations → ServiceTitan and confirm 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.