Support Center

Get Renewal Desk live, imported, and ready for daily follow-up.

Use this page for onboarding, import troubleshooting, diagnostics, team setup, and support questions.

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Launch Go-live checklist Domain, package, smoke test, support email, and team access settings. Training Onboarding videos Short walkthrough scripts for workspace setup, imports, queues, and outcomes. Support Contact and diagnostics Send a support email with browser-safe diagnostics and screenshots. FAQ Common questions Quick answers for imports, duplicates, team access, outcomes, and privacy.

Launch checklist

Minimum items to verify before inviting a contractor team.

Confirm tryrenewaldesk.com and www.tryrenewaldesk.com resolve to the live website. Confirm app.tryrenewaldesk.com opens the product login and workspace screen. Upload the newest Renewal Desk website package. Confirm support@tryrenewaldesk.com can receive tickets, then rotate the initial password and add recovery. Turn on shared team workspace mode before asking outside contractors to upload real customer lists. Create a test workspace, switch companies, sign out, and sign back in. Import one membership file and one inside-sales file, then confirm the saved import template appears in import history. Check desktop, tablet, and phone widths for console errors, clipped content, and horizontal scrolling.

Onboarding videos

Use this overview first, then walk users through the specific workflows below.

Renewal Desk onboarding overview

Shows the landing page, sign in/sign up path, CSV/XLSX import, active versus closed queues, and support/diagnostics flow with sample data only.

01Workspace

Create workspace and sign in

Show company name, workspace URL, domain, role selection, profile menu, and company switching.

Walkthrough script

Create a contractor workspace with a clean slug.
Explain private browser mode versus a shared team workspace.
Open the profile menu and show Add workspace.

02Import

Import a membership list

Select Membership, upload the XLSX/CSV file, review mapped fields, and commit the import.

Walkthrough script

Use a synthetic or authorized test export.
Confirm expiration, package, customer, phone, email, and follow-up fields.
Point out import history and saved field template.

03Sales

Import inside-sales opportunities

Select Inside sales, upload unsold estimate exports, and confirm value, last follow-up, and next step fields.

Walkthrough script

Use the inside-sales import profile before selecting the file.
Review estimate value and contact fields before commit.
Filter by active queue, closed outcomes, and no follow-up.

04Queue

Work the queue and close outcomes

Use row selection, range selection, next action buttons, notes, closed outcomes, referrals, payout, and metrics.

Walkthrough script

Select one record, then batch-select multiple rows.
Apply Call, Voicemail, Text/email, Direct mail, or Close.
Open Closed outcomes and review close rate and payout metrics.

Import troubleshooting

Use these checks when a list does not parse, maps poorly, or creates unexpected duplicates.

File will not load

Use `.xlsx` or `.csv`, refresh the app, then retry from the main app link. If it still fails, send diagnostics with the file type and browser.

Fields look wrong

Check that the correct import profile is selected. Membership files should include expiration and package context; inside-sales files should include opportunity value and follow-up context.

Duplicates appear

Renewal Desk merges likely duplicates by stable customer identifiers, contact details, and import fingerprint while preserving existing action history and notes.

Need help diagnosing

Open the profile menu, download diagnostics, and send that file with the import file type, browser, screenshot, and what you expected to happen.

Team account setup

A company can start in one browser first, then expand into a team workspace when multiple reps need access.

Team workspace

Confirm the company workspace, approve the sign-in path, then invite each rep with their own email.

Team access model

Each rep should have their own login inside a shared company workspace. Do not share one team login, because it breaks audit trails and revocation.

Data stance

Uploaded customer lists are contractor workspace data. They should not be sold, rented, brokered, or used for Renewal Desk marketing.

FAQ

Common questions for contractors testing Renewal Desk.

Can Renewal Desk import CSV and XLSX files?

Yes. Choose Membership or Inside sales before importing, then review mapped fields before committing rows to the queue.

Does it connect directly to ServiceTitan or Housecall Pro?

Today, Renewal Desk works from CSV and XLSX exports. Direct ServiceTitan and Housecall Pro sync can be added once each company has the right account access and permissions.

What happens if the same customer appears in another upload?

Renewal Desk attempts to match likely duplicate customers and preserve the prior notes, touches, owner, and outcome history.

Can multiple reps work the same list?

Yes. Each rep should use their own login inside the shared company workspace so actions and outcomes stay tied to the right person.

Does the app save data across browsers?

Local testing saves in the browser. Shared team workspace mode should be turned on before a contractor team uses real uploaded customer lists across multiple devices or users.

Where do renewed, sold, or lost customers go?

They move from Active queue to Closed outcomes. That keeps the working list cleaner and lets managers review close rate, value, referrals, and payout context.

Does Renewal Desk sell uploaded customer lists?

No. Uploaded customer lists remain contractor workspace data and should not be sold, rented, brokered, or used for Renewal Desk marketing.

Contact support

Use the support assistant for monitored intake. Email remains available as a fallback for diagnostics and screenshots.

What to include

Workspace name and user email.
Browser and device type.
Import profile, file type, and visible error.
Diagnostics JSON from the profile menu.
Screenshot or short screen recording when layout is involved.

Email support Open Renewal Desk