How to Register a Shared Mailbox for Microsoft Email Tickets

Many customer service teams use shared mailboxes in Microsoft 365, such as support@, invoicing@ or bookings@. They’re free and sit under a full account, so you don’t pay for a license per address. Now you can connect them directly to Tickets.

How it works

You link a shared mailbox to a queue in Tickets. Emails sent to the address become tickets in the queue, and you reply from the same address.

Benefits

Keep costs down: You don’t need to buy a full account for every shared mailbox.
No difference for agents: In Tickets you work as usual. Nothing in the interface shows that a ticket comes from a shared mailbox.
Easier for IT: Your IT administrator doesn’t have to pay for extra accounts just to get customer emails into Tickets.

Good to know

• Shared mailboxes are a Microsoft 365 feature.
• You connect them through a full account that has permission to the mailbox, and the same sign-in can be used for several shared mailboxes.
• Your Microsoft 365 administrator needs to give the account the right permissions.

Before You Start 

• The Microsoft Email Tickets integration is available in your Admin portal.
• You have a Microsoft 365 account with access to the shared mailbox.
• You know the email address of the shared mailbox.

Step 1: Open Microsoft Email Tickets

1. Log in to the Admin portal.
2. Go to App directory.
3. Open the Microsoft Email Tickets integration.
   

   

4. Under Register Email Account, tick the box Include shared mailboxes. This lets you register Microsoft 365 shared mailboxes that your account has access to.
5. Click Register Email Account.
   

   

6. Microsoft will ask you for extra permissions. Approve them to continue.
7. Already registered your email account? If you didn’t tick Include shared mailboxes at the time, you may need to register it again with the box ticked.
8. Next to Shared Mailboxes, click + Register Shared Mailbox.
   

   

9. In the pop-up, enter the shared mailbox address (e.g. name@company.com).
   

   

10. Click Register Mailbox. The system checks that you have access and connects the mailbox in one step. 
    

    

11. If your email address doesn't have Full access to this mailbox. Ask your Microsoft 365 admin to grant Full Access and Send As, then try again.

Step 2: Connect the Mailbox to a Queue

Email accounts are mapped to queues on the PBX Services page.

1. Click Go to PBX Services in the panel.
2. Under Name and Number and select the queue.
3. Click Add omni channel and map the shared mailbox to the queue that should handle its emails.

Step 3: Remove an Email Account

To stop using the integration, click Unregister Email Account in the panel and follow the instructions.