> ## Documentation Index
> Fetch the complete documentation index at: https://university.triggr-app.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create Shared Mailbox

> Creates a new shared mailbox in your client's Exchange Online, with the display name and email address you give it.

Create Shared Mailbox makes a new shared mailbox, such as sales@ or support@, in a client's Exchange Online. Use it when a team needs an inbox it can share. It needs [Microsoft 365 connected](/core/get-started/connect-microsoft-365), with [Exchange access](/core/reference/microsoft-faq#exchange-online) for the client.

<Frame caption="Create Shared Mailbox in 48 seconds: what it asks, what it does and what you get.">
  <video controls preload="none" playsInline className="w-full aspect-video rounded-xl" poster="/images/videos/wf-create-shared-mailbox-overview.jpg" src="https://mintcdn.com/triggr/0aCLuL0-lL3gEqxH/images/videos/wf-create-shared-mailbox-overview.mp4?fit=max&auto=format&n=0aCLuL0-lL3gEqxH&q=85&s=a303fd26fd2a392e59e67a5610a9f72f" data-path="images/videos/wf-create-shared-mailbox-overview.mp4" />
</Frame>

## What the form asks

| Field | |
| - | - |
| Display name | Required, always on. The mailbox's name, for example `Sales` |
| Email address | Required, always on. The mailbox's primary address, for example `sales@acme.com` |
| Reason / ticket reference | Optional by default. For your records and the approver; not sent to Microsoft |

## What it does

1. Creates a ticket in your PSA, if Ticketing is on.
2. Waits for approval, if Approval is Internal or External, or a conditional override matches.
3. Create Shared Mailbox: creates the shared mailbox in the client's Exchange Online, named with the display name and using the email address as its primary address.

With Log actions to the ticket on, the ticket also gets a note when the run starts, after Create Shared Mailbox and when the run completes.

No one has access to the new mailbox yet. Give people full access or send as rights with [Shared Mailbox Access](/core/workflows/shared-mailbox-access). For what a shared mailbox is and its limits, see Microsoft's [About shared mailboxes](https://learn.microsoft.com/en-us/microsoft-365/admin/email/about-shared-mailboxes).

## Configure it

Go to **Config**, choose Mailboxes and click Create Shared Mailbox.

<Frame caption="Configure Create Shared Mailbox: every option, step by step (1:28).">
  <video controls preload="none" playsInline className="w-full aspect-video rounded-xl" poster="/images/videos/wf-create-shared-mailbox-configure.jpg" src="https://mintcdn.com/triggr/0aCLuL0-lL3gEqxH/images/videos/wf-create-shared-mailbox-configure.mp4?fit=max&auto=format&n=0aCLuL0-lL3gEqxH&q=85&s=a967bdd9d864a829231fdc64b72a9b96" data-path="images/videos/wf-create-shared-mailbox-configure.mp4" />
</Frame>

| Setting | Where | What it does |
| - | - | - |
| Availability | Header | Internal only, Public form only, Internal + public or Disabled. List on homepage needs a public form. Base config only |
| Display name, Email address | Form config | Always on: the automation needs them |
| Reason / ticket reference | Form config | Hidden, Optional or Required. Can differ per client |
| Add field, Add section | Form config | Your own questions. They're saved with the request and can go in ticket templates, but aren't sent to Microsoft. Add client section asks one client only |
| Approval | Approval | None runs on submit. Internal waits for a teammate or group; External waits for the client's approver, set on each client. Let the approver edit the request lets them correct it before approving. Conditional overrides use a different approval when the answers match |
| Ticketing | Ticketing | Create a PSA ticket for each run, with its type, priority, status, subject and body. With no subject, the ticket is titled with the run's summary, for example "Create a new shared mailbox called Sales ([sales@acme.com](mailto:sales@acme.com))". Log actions to the ticket adds an internal or public note as each action completes |

Approval and Ticketing are set on Base config and apply to every client unless you override them for one. For how Base config and client overrides work, see [How configuration works](/core/get-started/configure-user-onboarding#settings-for-each-client).

## Troubleshooting

<AccordionGroup>
  <Accordion title="The new mailbox isn't in Shared Mailbox Access's list">
    A shared mailbox created moments ago can take a little while to appear. Click the refresh icon next to the Shared mailbox field to load the list again.
  </Accordion>

  <Accordion title="“Microsoft Exchange integration is not configured for tenant …”">
    The client has no Exchange connection in Triggr yet. See [Exchange Online](/core/reference/microsoft-faq#exchange-online).
  </Accordion>
</AccordionGroup>

## Related

* [Workflow catalogue](/core/reference/workflow-catalogue)
* [Run a workflow](/core/use/run-a-workflow)
* [Executions](/core/use/executions)
* [Shared Mailbox Access](/core/workflows/shared-mailbox-access), to add people to the new mailbox
* [Mailbox Delegation](/core/workflows/mailbox-delegation), to give someone access to a colleague's mailbox
* [User Offboarding](/core/workflows/user-offboarding), which can convert a leaver's mailbox to a shared mailbox


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