Request or troubleshoot shared mailbox access
Specify who needs access and whether they should read or send mail.
Describe the mailbox and task
Identify the shared mailbox address and each person's business account. Explain whether they need to read messages, manage the mailbox, send as it, or send on its behalf. Those are distinct capabilities; being able to open a mailbox does not by itself prove that sending permissions are configured.
Prepare the request
- Include the mailbox's business purpose and owner.
- List the required users and their specific tasks.
- Provide the authorized approver and desired effective date.
- Describe any existing access that should be removed.
- Note the Outlook clients those users work with.
Use individual employee identities for access. Do not distribute a shared password as a substitute for managed permissions.
If access is failing
State whether the mailbox is absent, cannot be opened, or rejects sending. Record the selected From address and exact error without sending confidential message contents. Compare browser and desktop behavior when practical and tell support when permissions were last changed.
Verify the result
After the team confirms configuration, test only the approved tasks using a clearly labeled message. Check both sending identity and where sent messages are retained according to the agreed setup. If access works only partly, update the original ticket with that specific result rather than requesting broad additional privileges.
Include this guide and what you tried in your ticket so we can pick up from there.
Contact support