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Office 365 - Outlook - Shared Mailbox FAQ

This article explains the steps for adding a shared mailbox (also referred to as a shared email account) to your personal Outlook if it does not automatically populate.

When your user account is granted access to a shared mailbox (also referred to as a shared email account), the mailbox may automatically populate in the left navigation pane of your personal Outlook as a separate folder. On occasion, the shared mailbox does not display and needs to be manually added. 

Accessing a Shared Mailbox account directly means (Recommended)

  • Sent Items will show in the Shared Mailbox
  • Deleted Items will show in the Shared Mailbox
  • Everyone accessing the shared account will have access to everything in it

Adding a Shared Mailbox means

  • Sent Items will show in your personal Sent Items
  • Deleted Items will show in your personal Deleted Items
  • No one else will have access to any of the above items

I Need a Shared Mailbox

Before you can use a shared mailbox, the Microsoft 365 admin for your organization has to create it and add you as a member. Contact the Eagle Help Desk by submitting a ticket for further assistance with these first steps. 

Why Change a Miscellaneous/Email Only Account to Share Email/Mailbox

Currently, miscellaneous accounts are mostly general purpose accounts for campus use that require the username, password, and authentication method for a user to be able to access. Some of these miscellaneous accounts are also email-only accounts, meaning their only purpose is to send and receive email at a centralized location.

The current setup for miscellaneous and email-only accounts requires a password to be shared among multiple users. It also requires multiple users or fobs to be added to the current authentication method. This creates issues when someone leaves the university and the password is not changed and ITS is not informed of the need to remove that specific user or fob from the authentication group. Another access issue occurs if the password gets changed but other users are not immediately advised of the change.

Converting a miscellaneous account or email-only account to a shared email account removes the need to log into a separate account by making the shared email account accessible from a user's personal Outlook mailbox. The shared email account will be displayed as a separate folder and does not intermingle with the user's personal email. With appropriate permissions, users may also send email from the shared email account by changing the "From" field when composing a new email. Access to the shared email account can be added or removed by submitting a help desk ticket with the appropriate details.

 

Accessing a Shared Mailbox Directly (Recommended)

Sign into your email at email.uwlax.edu then click Mail.

Click your initials in the upper right corner, click Open another mailbox.

initials

Enter the name of the mailbox and choose it from the drop down.

Locate Shared Mailbox

Open.

Open

The mailbox will open in another tab of your browser. New Mail will automatically be sent from this account.

New Email

All Sent Items will be stored in the account and not in your personal Sent Items folder.

Sent Items

Adding a Shared Mailbox in Outlook Desktop App

Note: Adding a Shared Mailbox has the disadvantages below and it is recommended to instead Access a Shared Mailbox.

  • Sent Items will show in your personal Sent Items
  • Deleted Items will show in your personal Deleted Items
  • No one else will have access to any of the above items

Click File

File

Click Account Settings to open a drop down menu. Click on Account Settings... from the drop down.

Account

From the pop-up window that appears, make sure your email is highlighted and click Change from the options above it. Select More Settings from this new window.

Yet another new window appears, Select the Advanced.

Click Add... and then enter the email address of the shared mailbox and click OK. Click OK and then Next and Finish on the previous window.

Change

The shared mailbox should then appear in your navigation pane.

If you receive an error such as "Cannot display the folder. Microsoft Outlook cannot access the specified folder location. The operation failed. An object cannot be found." when attempting to open a shared mailbox folder, please submit a help desk ticket to verify that you have appropriate access for the shared mailbox.

Adding a Shared Mailbox in Outlook Web App (OWA)

Note: Adding a Shared Mailbox has the below disadvantages and it is recommended to instead Access a Shared Mailbox.

  • Sent Items will show in your personal Sent Items
  • Deleted Items will show in your personal Deleted Items
  • No one else will have access to any of the above items

With Outlook on the web open, right-click on Folders in the navigation pane. Click Add shared folder or mailbox from the drop down menu that appears.

OWA

Enter the email address of the shared mailbox and click Add.

Mailbox

The shared mailbox should then appear in your navigation pane.

If you receive an error such as "You might not have permission to perform this action." when attempting to open a shared mailbox folder, please submit a help desk ticket to verify that you have appropriate access for the shared mailbox.

Sending Email from an Added Shared Mailbox

The directions below provide a guide on how to enable the From feature in Outlook and switch over to send an email from a shared mailbox.

Web

When composing a new email, click Options

Options

Place a check by Show From

Show From

In the From field, select the email address. If it is not listed, click on "Other Email Address" on the bottom of the list and enter the email address in the pop-up window that appears.

Choose From 

Desktop App

When composing a new email, click Options

Options

Click the three ...  > Show Fields > From

Show From

Click From and select the email address. If it is not listed, click on "Other Email Address" on the bottom of the list and enter the email address in the pop-up window that appears.

Choose From

Need Help? Contact the Eagle Help Desk 



Keywordsshared mailbox email account outlook desktop web app OWA   Doc ID131763
OwnerJordan R.GroupUW-La Crosse
Created2023-09-29 09:29:42Updated2024-07-15 14:54:49
SitesUW-La Crosse
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