Shared Mailboxes

Prerequisite: Enable Administrator Package Access

Before any organization administrators can view and manage the Shared Mailbox feature, a sysadmin must enable Administrator Package Access:

1. Sign in as a sysadmin.
2. Select Orgs, then select the organization that contains a mailbox you want to share.
3. Under Security Information > Administrator Package Access, verify that Package/attachment viewing is set to either Admins only or Admins and GroupAdmins. Click Change Settings to enable one of these options.

Enable a Shared Mailbox

OrgAdmin users can enable a team or "shared" mailbox:

1. Sign in as an administrator. You cannot be signed in as a sysadmin.
2. Go to Users and select the user whose mailbox you want to share.
3. Scroll to the bottom of the page to see Shared Mailbox Information. Initially, no users/groups have access to a user’s mailbox. Click Edit Shared Mailboxes for this User.
4. Select the users/groups who will have shared access to this mailbox and then click Add Entries. The user profile now shows the users/groups you selected as having access to this user's mailbox.

View Packages in a Shared Mailbox

My Mailboxes appears at the top of the page as usual, followed by Mailboxes for each mailbox shared with the signed-in user.

In the figure, UserThree (the signed-in user) has access to shared mailboxes owned by UserOne and UserTwo:

You can perform most of the typical package actions within a shared mailbox, such as viewing and replying to Inbox packages, creating, editing, and deleting Drafts and Templates, viewing Sent packages, sent package read status, package history, and viewing packages in the Trash.

You cannot do any of the following in a shared mailbox:

• Create a custom mailbox ("Add Box...")
• Empty the Trash
• View Drafts that were created by anyone other than the currently signed-in user

Notifications

When a mailbox is shared, notifications are handled as follows:

New Package Notifications: When a package arrives in a shared mailbox, all users with access to the shared mailbox receive an email notification of that package arrival (if an administrator has configured notifications). You see My New Packages at the top of the page as usual, followed by New Packages for each mailbox shared with you.

• Delivery Notifications: Both the signed-in user and the user in the package's "From:" field receive delivery notifications. For example, UserOne's mailbox is shared with UserTwo. UserTwo sends a package and selects UserOne in the package's "From:" field. UserOne and UserTwo both receive delivery receipt notifications. Notifications are sent as follows:
  • Package Read: Notification is sent when a package is read by the owner of the shared mailbox or by any user with access to the shared mailbox.
  • Attachment Downloaded: Notification is sent when a recipient, or anyone with shared access to a recipient’s mailbox, downloads the attachment.
  • Package Deleted: Notification is sent when a recipient deletes the package from the Trash without reading it. Notification is NOT sent when a user, with shared access to a recipient's mailbox, puts a package into the Trash.
  • User Deleted: Notification is sent when a recipient’s user account is deleted before reading the package. Notification is NOT sent when a user with shared access to a recipient's mailbox, is deleted before reading the package.
    Note: To enable delivery notifications, the sender must select Delivery Receipt at the package level.

Read Status

To see a package's Read Status, you must view it in the Sent folder of the mailbox that sent it. For example, UserOne's mailbox is shared with UserTwo. UserTwo sends a package and selects UserOne in the package's "From:" field. The package is sent from UserOne's mailbox. To view that package's Read Status, UserTwo must open UserOne's Sent mailbox. When you open a sent package and click More next to Read Status, you see only the package's recipients. You do not see users who have shared access to a recipient's mailbox.

Marking Packages New/Not New

You can mark only your own new packages ‘not new’ on the Packages screen.

New packages in shared mailboxes will remain 'new' until one of the following events occur:

• The owner of the shared mailbox views the package
• Any user who has access to this shared mailbox views the package and marks it ‘not new’ from within the package

If a user views a package in a shared mailbox and marks it new/not new from within the package, that package will be marked new/not new for all other users with access to that shared mailbox.

Sending a Package From a Shared Mailbox

To send a new package from a shared mailbox, sign on with your own user account as usual, create a new package, and in the From: field select the mailbox from which you want to send the new package. Mailboxes shared with you are also visible within the Outlook plug-in for your selection.

Replies and Forwards

When replying to or forwarding a package in a shared mailbox, the From: field always shows the owner of the shared mailbox.

Log Entries

When a user performs an action in a shared mailbox package, that user appears under Username and the name of the shared mailbox owner appears under Target.

When a user uploads a file to a package, that user appears under Username regardless of the mailbox.

User Settings

The shared mailbox owner's user settings always take precedence over the signed-in user's settings. The only exception is DLP Ruleset. The signed-in user's DLP Ruleset is always respected.