> ## 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.
# Shared Mailbox Access
> Adds or removes one person's full access or send as rights on a shared mailbox in your client's Exchange Online.
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](/core/workflows/mailbox-delegation) instead. It needs [Microsoft 365 connected](/core/get-started/connect-microsoft-365), with [Exchange access](/core/reference/microsoft-faq#exchange-online) for the client.
## What the form asks
| Field | |
| - | - |
| Shared mailbox | Required, always on. The client's shared mailboxes, listed from their Exchange Online |
| User | Required, always on. The person to add or remove |
| Action | Required, always on. Add access or Remove access |
| Access level | Required, always on. Full access or Send as |
| 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. 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](https://learn.microsoft.com/en-us/exchange/recipients-in-exchange-online/manage-permissions-for-recipients).
## Configure it
Go to **Config**, choose Mailboxes and click Shared Mailbox Access.
| 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 |
| Shared mailbox, User, Action, Access level | 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. Conditional overrides use a different approval when the answers match, for example when Access level is Send as |
| Ticketing | Ticketing | Create a PSA ticket for each run, with its type, priority, status, subject and body. Log actions to the ticket adds an internal or public note as each action completes |
| User directory filters | User directory filters | Which users the User picker lists: licensed, active, no guests, and not in the Entra roles you exclude. Exclude specific users at a client's scope. The Shared mailbox list isn't filtered |
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](/core/get-started/configure-user-onboarding#settings-for-each-client).
## Troubleshooting
The list shows only the client's shared mailboxes. For someone's own mailbox, use [Mailbox Delegation](/core/workflows/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](/core/reference/microsoft-faq#exchange-online).
## Related
* [Workflow catalogue](/core/reference/workflow-catalogue)
* [Run a workflow](/core/use/run-a-workflow)
* [Executions](/core/use/executions)
* [Mailbox Delegation](/core/workflows/mailbox-delegation), for access to a colleague's own mailbox
* [User Onboarding](/core/workflows/user-onboarding), which can give every new starter shared mailbox access through Base access
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