What's Changing
If your team uses mail-in databases in Notes — shared addresses that several people monitor, like a department mailbox — these are becoming Shared Mailboxes in Microsoft 365. The concept is the same: a shared inbox that multiple team members can access.
Sample shared mailboxes
| Code | Name | Address | Purpose |
|---|
| OP | Operations | operations@yourcompany.com | General operations inquiries |
| EN | Engineering | engineering@yourcompany.com | Maintenance and engineering requests |
| CS | Customer Service | customerservice@yourcompany.com | Customer-facing inquiries |
What Stays the Same
- The shared email address — it keeps its @yourcompany.com address, exactly the same
- Team access — the same people who had access before still have it
- Sending from the shared address — you can still send emails as the shared mailbox
- Incoming emails — people sending to the shared address will see no difference
How Shared Mailboxes Work
A shared mailbox works like a mail-in database did in Notes: multiple team members can read and reply to emails, and when someone replies, it goes out from the shared address (not their personal email) so everyone on the team can see what's been responded to.
One nice upgrade: instead of opening a separate database, the shared mailbox appears right in the left sidebar of Outlook, below your personal folders.
Accessing Your Shared Mailbox
In Outlook Desktop
- Open Outlook.
- Your shared mailbox should appear automatically in the left sidebar, under your personal mailbox.
- If you don't see it: File > Account Settings > Account Settings > Change > More Settings > Advanced > Add.
In Outlook on the Web
- Go to outlook.office.com.
- Right-click on Folders in the left sidebar.
- Select Add shared folder.
- Type the shared mailbox address.
On Your Phone
- Open the Outlook app.
- Tap your profile icon (top left), then the gear icon.
- Tap Add Mail Account.
- Enter the shared mailbox address.
Sending from a Shared Mailbox
- Click New Email.
- Click the From field.
- Select the shared mailbox address instead of your personal email.
- Compose and send — the recipient sees the shared address, not your personal one.
Shared Mailbox Etiquette
- Before you reply — flag the email or move it to an “In Progress” folder so colleagues know it's being handled.
- After you reply — move it to “Completed” or a relevant folder.
- If it needs a callback — flag it with a due date so it shows up in your task list.
- Establish a team rule: flag it before replying, so nobody else picks up the same email.
Who Can Access What
- Only IT can add or remove people from a shared mailbox.
- Need access? Ask your manager to request it from the IT Service Desk.
- Access can be view-only or full access (read, reply, delete).
- There's no extra license cost for shared mailboxes — they're included with Microsoft 365.
Common Questions
Will people outside the organization notice the change?
No. The shared address stays the same, and emails look the same to recipients.
Can I see who replied to an email?
Yes. Outlook shows “Replied by [Name]” in the shared mailbox view, so the whole team knows what's been handled and by whom.
What if two people reply to the same email?
Both replies will be sent — this is why the team should adopt a “flag before replying” rule.
Can I use the shared mailbox on my phone?
Yes. In the Outlook mobile app, go to Profile > Settings > Add Mail Account and enter the shared mailbox address.
Tips for Your Organization Staff
- Reply from the right address — always check the “From” field.
- Use folders within the shared mailbox to organize emails (e.g. “In Progress,” “Completed”).
- Don't delete emails others might need — use folders instead.
- Check the shared mailbox regularly — it doesn't always send notifications like your personal inbox.
Need Help?
- Check the Quick Start guide on this site
- Ask a colleague who has already been migrated
- Contact the Your Organization IT Service Desk
