Starting a new email chain in Desk

In order to start a new email chain in Desk you will need access to the following programs or information:

• Desk
• The customer's email address

Follow these simple instructions to create a new email chain:

1. Search for the customer in the database.
2. Note:If the search returned multiple results but they are all from "work the lead" that means our third party customer service has been contacted by the customer; this is essentially a notification. Typically a "work the lead" email will feature the customers order number, some identifying information and the reason for their complaint but a response to this email will not reach the customer, instead it will go to the customer service team. You will need to create a new email chain. 
3. Click new in the upper right hand corner.
4. Select email.
5. Click create new customer (shown below).
6. 
7. Click add an email address (shown below).
8. 
9.  Paste the customer's email address.
10. Click create new email for this customer at the bottom of the page.