Outlook & Email
Setting Up a Shared Mailbox
This guide explains how to open and use a shared mailbox — a team email address (such as info@company.co.nz) that multiple people can access and send from.
Time needed
10 minutes
Platform
Microsoft 365
Guide steps
3 clear sections
Before you begin
Your IT team must have given you access to the shared mailbox. Contact the helpdesk if you need to be added. You need to know the shared mailbox email address.
Follow along
Step-by-step guide
Open a shared mailbox in Outlook on the web
- Instruction 1: Go to portal.office.com and open Outlook on the web.
- Instruction 2: In the left-hand folder list, right-click on your account name or Folders.
- Instruction 3: Click Add shared folder or mailbox.
- Instruction 4: Type the shared mailbox email address (e.g. info@yourcompany.co.nz) and click Add.
- Instruction 5: The shared mailbox will appear in the left-hand list below your own mailbox. Click it to open it.
Action map
Open a shared mailbox in Outlook on the web
- 01
Go to portal.office.com and open Outlook on the web.
- 02
In the left-hand folder list, right-click on your account name or Folders.
- 03
Click Add shared folder or mailbox.
Visual guide
Use this visual action map alongside the written instructions above.
Open Outlook help & learning for Setting Up a Shared MailboxOpen a shared mailbox in Outlook desktop
- Instruction 1: In many cases, a shared mailbox you have access to will appear automatically in the left-hand folder list of Outlook desktop. Look below your own account.
- Instruction 2: If it does not appear, click File > Account Settings > Account Settings. Select your account and click Change.
- Instruction 3: Click More Settings > Advanced > Add. Type the shared mailbox email address and click OK > Next > Finish.
- Instruction 4: Restart Outlook. The shared mailbox will now appear in the folder list.
Send email from the shared mailbox address
- Instruction 1: In Outlook on the web: compose a new email. Click on the From field (if not visible, click the three-dot More options menu and choose Show From). Click the From address and select the shared mailbox address from the list.
- Instruction 2: In Outlook desktop: compose a new email. If the From field is not visible, click Options > From to show it. Click the From button and select Other Email Address. Type the shared mailbox address and click OK.
- Instruction 3: Compose and send your email as normal. Replies will go to the shared mailbox, not your personal inbox.
- Instruction 4: Sent items from a shared mailbox may appear in the shared mailbox's Sent Items folder or your own, depending on how your IT team has configured it.
Quick fixes
Troubleshooting
I cannot find or add the shared mailbox
You may not have been added as a member of the shared mailbox. Contact the helpdesk and ask them to grant you Full Access permission to the shared mailbox address you need.
I cannot send as the shared mailbox address
There are two permission levels: Full Access (view emails) and Send As (send from the address). Your IT team needs to grant you Send As permission. Contact the helpdesk.
Still need a hand?
Our support team can help with Microsoft 365.
Tell us where you got stuck and what you see on screen.