Shared Mailbox FAQ and Configuration

I cannot send email from my shared mailbox's email address:

When you send an email from a shared mailbox in Outlook, by default it will come from your account. To change that first you must add the from field to Outlook:

Setting the 'From' field to send messages from the shared mailbox

1. Compose a new email. If the From field is not already visible (above the To:.. field) select Options > From within the new email window.

Fig 1. Select 'Other E-mail Address' in the 'From' field

2. Select the From field > Other Email Address... When prompted enter the email address of the shared mailbox and select OK. When the From field is selected this should now display the email address of the shared mailbox as an available option. 

The new message window can now be closed. If prompted to save the message as a draft select No, as the ‘From’ setting has already been applied.

When you reply or forward a message from within the shared mailbox it will be sent from that email account by default, but when you create a new message, whether or not you are in the shared mailbox, you will have to manually select the "From" sender to select the shared email's address.

I can not see more than 1 year of email in my shared mailbox.

By default Outlook will only cache one year of email, and for shared mailboxes that becomes an issue because it won't allow you to grab older emails from the server. To work around this issue, you can use the web version of outlook, or you can contact technical support to set the default cache for you.  Sometimes connecting to Global Protect VPN for a while will get the updated settings to fix this.

I would like to add someone else to my shared mailbox.

Please send an email to techsupport to request additional users.

When I put an out of office message on my primary email, it says there is an automatic reply for the shared mailbox as well, what gives?

Outlook is showing a misleading message, the automatic reply is really only for your own account, and senders will only see the auto reply when sending to your primary.

How can I set an out of office for a shared mailbox:

1. Log in to the Outlook Web App at outlook.office365.com using your netid@umass.edu
2. Click on your profile picture.
3. Select 'Open another mailbox'
4. Type in the name of the shared mailbox and select 'Open'
5. Click on settings.
6. In the search box, type 'automatic replies' and select the option that appears.
7. Set the autoreply as usual

How can I do a mailmerge using a shared mailbox?

UMass currently doesn't support mail merges using a shared mailbox. If you need to run mail merges, please contact tech support for use-cases and an appropriate system will be recommended.

How do I add a shared mailbox that has been shared with 4 or more users?

Because of the way we have to set up shared boxes for large amounts of users, the shared mailbox doesn't automatically show. You will have to add it using the instructions below:

https://support.microsoft.com/en-us/office/open-and-use-a-shared-mailbox-in-outlook-d94a8e9e-21f1-4240-808b-de9c9c088afd

How do I access a shared mailbox on the mobile app?

https://support.microsoft.com/en-us/office/add-a-shared-mailbox-to-outlook-mobile-f866242c-81b2-472e-8776-6c49c5473c9f

My mailbox was just converted to shared, what do I need to do to use it?

You will not be able to connect to it properly until you do the following. If needed you can ask technical support for help with this:

In Outlook, go to File ->Account Settings->Account settings

Select your shared mailbox account name that has been converted (see below for the list of mailboxes converted)

Click “Remove” then click OK to the warning message

Close Outlook and Reopen it (it should automatically re-add your shared mailbox on the left hand side of outlook, you may have to expand it)

Go to New Email

If you do not have a “From” dropdown , go to options and click the “From” button to show it

Click on the From dropdown box and choose other email address

Enter the email address of the shared mailbox

It would be good to do a test send from that address to your own inbox.

Keep in mind going forward when you are sending to make sure to select the appropriate mailbox to send from.

When I delete an item in my shared mailbox it goes to my own deleted items folder, how do I change that to go to the shared?

This requires a registry modification on each machine. If you are not comfortable doing this, please contact tech support.

https://docs.microsoft.com/en-us/outlook/troubleshoot/email-management/deleted-items-go-to-wrong-folder