How to set up shared mailboxes in microsoft 365

Summary

This guide helps you troubleshoot and resolve: How to set up shared mailboxes in microsoft 365. Follow the steps below to fix the issue.

Common Causes

Many small businesses across Brisbane and Australia still manage sales, accounts, and support inquiries using shared login credentials or generic email accounts. While convenient in the short term, this approach creates significant security risks, reduces staff accountability, and complicates employee offboarding. This guide explains how to transition from shared mailbox passwords to properly configured Microsoft 365 shared mailboxes with delegated access, individual user accountability, and centralized calendar sharing.

Quick Fix Steps

1. Log in to the Microsoft 365 admin centre with an administrator account.
2. Navigate to Teams & groups > Shared mailboxes.
3. Select Add a shared mailbox.
4. Enter the email address (for example, [email protected]) and a display name.
5. Select Save changes.
6. Add members who need access to the shared mailbox.
7. Assign Send as or Send on behalf permissions as required.

Detailed Instructions

Step 1: Create the shared mailbox

1. Open a web browser and go to the Microsoft 365 admin centre at admin.microsoft.com.
2. Sign in using an account with global administrator or exchange administrator privileges.
3. In the left navigation pane, select Teams & groups, then choose Shared mailboxes.
4. Select Add a shared mailbox.
5. In the Name field, enter a clear display name such as Sales or Accounts.
6. In the Email address field, enter the desired address (for example, [email protected]).
7. Select Save changes. Microsoft 365 will provision the mailbox, which may take a few minutes.

Shared mailboxes in Microsoft 365 do not require a separate licence if they remain under 50 GB in size. If you expect larger mailbox usage, assign an appropriate Exchange Online licence.

Step 2: Add members and assign permissions

1. On the Shared mailboxes page, select the mailbox you just created.
2. In the details pane, locate the Members section and select Edit.
3. Select Add members and choose the users who need access.
4. Select Save.
5. Under Mailbox permissions, select Edit next to Read and manage to grant full access.
6. If staff need to send emails appearing to come from the shared address, select Edit next to Send as or Send on behalf and add the relevant users.
7. Select Save changes.

Step 3: Access the shared mailbox in Outlook

1. Ask each member to restart their Outlook desktop application or Outlook on the web.
2. The shared mailbox should automatically appear in the folder pane below their primary mailbox.
3. If it does not appear, in Outlook for Windows select File > Account Settings > Account Settings, select the user's email account, choose Change, then select More Settings > Advanced > Add and enter the shared mailbox email address.
4. In Outlook on the web, right-click the user's name in the folder pane, select Add shared folder, enter the shared mailbox address, and select Add.

Step 4: Set up the shared calendar

1. In Outlook, switch to the Calendar view.
2. Locate the shared mailbox calendar under My Calendars or Shared Calendars.
3. Select the calendar to view appointments alongside personal calendars.
4. To share the calendar with additional users, right-click the shared calendar, select Sharing permissions, and add the required people with the appropriate access level.

Troubleshooting

Shared mailbox does not appear in Outlook

• Ensure the user has been added as a member and has Read and manage permissions.
• Ask the user to restart Outlook and wait up to 24 hours for permissions to replicate.
• Manually add the shared mailbox using the Advanced tab in Account Settings.

Users cannot send from the shared mailbox

• Verify that Send as or Send on behalf permissions are assigned in the Microsoft 365 admin centre.
• In Outlook, select the From field when composing a new message and choose the shared mailbox address.
• If the From field is missing, select Options > From in the message window.

Shared calendar not syncing

• Ensure the user has at least Reviewer permissions on the shared calendar.
• Check that Outlook is in online mode and not working offline.
• Remove and re-add the shared calendar in Outlook on the web or desktop.

For assistance with migrating legacy mailboxes, configuring DNS records, or managing Microsoft 365 permissions, Open a Ticket.

If you host with us, you don't need to do this yourself — just Open a Ticket and our Brisbane team will get it sorted.

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