I set up a Microsoft Office 365 account and read about using groups versus shared mailboxes. I learned that Microsoft wants us to stop using distribution lists and use groups instead. Which brought up a dilemma for what to use for our ticketing system.
I tried groups, but these groups were only intended for teams. I was able to add external email addresses to the group, but I was not able to forward emails from it. So I was left with no choice but to use a shared mailbox for our ticketing system. Which makes perfect sense for emails like accounting, ticketing systems, notification emails or any other service type account emails that you may use.
Setting up a shared mailbox
You need to login as an admin to make these configurations. Go to Admin Center for your office 365 account. Click on Teams & Groups and select shared mailboxes.
Click on add a shared mailbox
Enter the required information, then click save changes.
Now you should have a shared mailbox listed. Click on the shared mailbox
A side window should open up. Where it says email forwarding click on edit
By setting up a shared mailbox, we can send all the emails that come into my tech support email address to our ticketing system. Since there is no license tied to the shared mailbox, it won’t cost anything extra. There you have it. Now you can have your support emails and tickets sent directly to your ticketing system in Zendesk, Freshdesk, or whatever ticketing system you use.