Tech Pro Space LLC
Tech Pro Space LLC

How to setup Office 365 Shared Mailbox for help desk

02/05/2022 03:11 PM By Vicente Agama

shared mailbox for ticketing system

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 

Office 365 shared mailbox created
Add the support email address for forwarding. Then click save. Then test your ticketing system.

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.