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Shared Mailbox Access adds someone to a shared mailbox, such as support@ or sales@, or takes them off it: full access to open it, or send as to send from it. Use it when someone joins or leaves a team that works from a shared mailbox. To give someone access to a colleague’s own mailbox, or send on behalf rights, use Mailbox Delegation instead. It needs Microsoft 365 connected, with Exchange access for the client.

Shared Mailbox Access in 50 seconds: what it asks, what it does and what you get.

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What the form asks

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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. Update Shared Mailbox Access, in the client’s Exchange Online:
    • Add access with Full access lets the user open the shared mailbox, and adds it to their Outlook automatically (auto-mapping).
    • Add access with Send as lets them send mail that appears to come from the shared mailbox.
    • Remove access takes the chosen right away again.
With Log actions to the ticket on, the ticket also gets a note when the run starts, after Update Shared Mailbox Access and when the run completes. Each run changes one access level. To give someone full access and Send as, run it once for each. Full access on its own doesn’t let them send from the mailbox. See Microsoft’s Manage permissions for recipients.

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Configure it

Go to Config, choose Mailboxes and click Shared Mailbox Access.

Configure Shared Mailbox Access: every option, step by step (1:29).

Approval, Ticketing and User directory filters 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.

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Troubleshooting

The list shows only the client’s shared mailboxes. For someone’s own mailbox, use Mailbox Delegation. A shared mailbox created moments ago can take a little while to appear; click the refresh icon next to the field to load the list again.
Check User directory filters. By default the list leaves out unlicensed users, users whose sign-in is blocked and guests, plus anyone excluded for that client.
Only Full access adds it to Outlook, and Outlook can take a while to pick it up. Send as on its own doesn’t add the mailbox.
The client has no Exchange connection in Triggr yet, so the Shared mailbox list can’t load. See Exchange Online.