How to Set Up and Manage Shared Mailboxes in Microsoft 365

Summary

This guide helps you troubleshoot and resolve: How to Set Up and Manage Shared Mailboxes in Microsoft 365. Follow the steps below to fix the issue.

Common Causes

Shared mailboxes are a powerful feature in Microsoft 365 that allow multiple team members to monitor and send email from a common address, such as [email protected] or [email protected]. Unlike a regular user mailbox, a shared mailbox does not have its own username or password and does not require a separate licence, making it a cost-effective way to manage departmental communications.

How to Create a Shared Mailbox

To set up a shared mailbox, you must have Global Administrator or Exchange Administrator privileges. If you are not an administrator for your organisation, please Open a Ticket to request the creation of a new mailbox.

1. Log in to the Microsoft 365 Admin Center.
2. In the left-hand navigation menu, go to Teams & groups > Shared mailboxes.
3. Select + Add a shared mailbox.
4. Enter a Name (e.g., "Customer Support") and the Email address you wish to use.
5. Select Save changes.
6. Once created, select Add members to this mailbox to assign the users who need access.
7. Search for the users in your organisation, tick the checkboxes next to their names, and select Save.

Accessing the Shared Mailbox

Using Microsoft Outlook (Desktop App)

For most users, the shared mailbox will automatically appear in the left-hand folder pane of Outlook after a short period (usually within 60 minutes of being added). If it does not appear:

1. Restart your Outlook application.
2. If it still isn't visible, go to File > Account Settings > Account Settings.
3. Select your primary email address and click Change.
4. Click More Settings > Advanced tab.
5. Click Add and type the email address of the shared mailbox.
6. Click OK and restart Outlook.

Using Outlook on the Web (OWA)

1. Log in to your email via outlook.office.com.
2. Right-click on Folders in the left-hand navigation pane.
3. Select Add shared folder or mailbox.
4. Type the email address of the shared mailbox and click Add.
5. The mailbox will now appear as a separate folder structure beneath your primary account.

Sending Emails from a Shared Mailbox

When replying to a customer, you want the email to appear as if it came from the shared address, not your personal account.

1. Start a New Email.
2. If the From field is not visible, go to the Options tab and select From.
3. Click the From button and select the shared email address.
   Note: If the address isn't listed, select Other Email Address... and type it in manually.
4. Compose your message and click Send.

Troubleshooting Common Issues

Mailbox Not Appearing

• Sync Time: Microsoft 365 can take up to an hour to propagate permissions across all devices.
• Licensing: Ensure the shared mailbox is truly a "Shared Mailbox" type and not a "User Mailbox" without a licence.

"You do not have permission to send on behalf of this user"

This error occurs when a user has "Full Access" but lacks "Send As" permissions. An administrator must go to the Exchange Admin Center > Mailboxes > Delegation and verify that the user is listed under the Send As section.

Email Delivery Failures

If you are unable to send or receive emails from the shared mailbox, please check if your primary account is also experiencing issues. If so, refer to our guide on Email not sending or receiving.

Still Having Issues?