Create and manage a shared mailbox in Microsoft 365

A shared mailbox is an address such as info@ or sales@ that several people read and send from. You can create one in the IT Solver dashboard and choose who can use it. A shared mailbox does not need its own user licence.

Before you start

• You must be an owner or IT manager of your business in the dashboard.
• Your Microsoft 365 must be connected to the dashboard. If it is not, read Connect the dashboard to your Microsoft 365.
• The domain for the new address must be verified in your Microsoft 365. To add a domain, read Connect your domain to Microsoft 365 and switch your email.

Create a shared mailbox

1. Sign in at dashboard.itsolver.net.
2. In the sidebar, select Microsoft 365. If your business shares another business's Microsoft 365, select Microsoft 365 tenant.
3. Select the Shared mailbox tab at the top of the page.
4. Select Create shared mailbox.
5. In Display name, type the name that people see, for example "Sales".
6. In Email address, type the part before the @ sign, for example "sales". Use only letters, numbers, dots, hyphens or underscores.
7. Next to the @ sign, choose the domain.
8. Select Create shared mailbox.
9. Wait for the message that says the shared mailbox is ready. The new mailbox shows in the Mailboxes list.

You can create up to 5 shared mailboxes an hour.

If the page shows Exchange setup needs attention, select Finish Exchange setup or Connect Exchange. A Global Administrator of your Microsoft 365 must approve the access in Microsoft. If no one in your business is a Global Administrator, contact IT Solver. The dashboard then returns you to this page.

Give people access to a shared mailbox

There are two permissions. You can give one or both to each person.

• Read and manage: the mailbox shows in their Outlook beside their own mailbox, with its Inbox, Sent and Calendar.
• Send as: email that the person sends can show the shared address as the sender.

1. In the sidebar, select Microsoft 365. Then select the Shared mailbox tab at the top of the page.
2. Find the mailbox in the list and select Manage permissions.
3. Select Add permissions.
4. In Delegate, choose the person.
5. Under Permissions, select Read and manage, Send as or both.
6. Select Add.

Microsoft 365 permission changes can take up to 60 minutes. After that time, the person can add the mailbox on their phone. Read How to Add a Shared Mailbox to Outlook Mobile App. They sign in with their own account. The shared mailbox does not have its own password.

Remove a person's access

1. In the sidebar, select Microsoft 365. Then select the Shared mailbox tab at the top of the page.
2. Find the mailbox and select Manage permissions.
3. Open Read and manage permissions or Send as permissions. The number in brackets shows how many people have that permission.
4. Next to the person, select Remove.
5. Confirm the change.

If the person has both permissions, remove each one. The change can take up to 60 minutes.

Change a shared mailbox into a user account

Do this when the mailbox needs to become a normal user account that someone signs in to. The email, addresses and existing access stay in place. A user account needs a Microsoft 365 licence.

1. In the sidebar, select Microsoft 365. Then select the Shared mailbox tab at the top of the page.
2. Find the mailbox. If you see Finish password-reset setup, select it first. A Global Administrator of your Microsoft 365 must approve it in Microsoft. If no one in your business is a Global Administrator, contact IT Solver. Microsoft then returns you to the dashboard. When Convert to user shows, continue.
3. Select Convert to user. If you do not see Convert to user, ask IT Solver to convert the mailbox.
4. If you have a spare licence, choose it in Licence, then select Confirm conversion.
5. If you do not have a spare licence, select Choose licence. Choose and confirm the licence order. Nothing is bought until you confirm. The dashboard returns you to Shared mailbox. The mailbox shows Waiting for licence.
6. When the mailbox shows Ready to finish, select Finish conversion. If it shows Needs attention, select Retry licence assignment or Check licence status, or contact IT Solver.
7. Copy the One-time temporary password immediately. The dashboard does not keep it and does not show it again.
8. Give the password to the person in a safe way. Microsoft makes them change it at their first sign-in.

For more about licences, read Buy, assign and reduce Microsoft 365 licences.

Examples

• You want customer enquiries in one place. Create a shared mailbox called "Enquiries" with the address info@. Give your two office staff Read and manage and Send as, so they can read and reply from info@.
• A staff member added the mailbox but cannot see it. Wait up to 60 minutes after you add the permission. If it still does not show, check Manage permissions and make sure their name is in Read and manage permissions.
• Replies from sales@ show the person's own name and address. Give that person Send as. In Outlook, they choose sales@ in the From field before they send.
• A staff member left and you want to keep their email. Ask IT Solver to convert their account to a shared mailbox. Read When a staff member leaves: offboard them in Microsoft 365.

To forward a shared mailbox or add another address to it, read Forward email and add email aliases in Microsoft 365.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.