How to Create a Shared Mailbox in Microsoft 365
A shared mailbox allows multiple staff members to read and send email from a single address such as info@yourcompany.com, support@yourcompany.com or accounts@yourcompany.com. All members see the same inbox, sent items and folders. This is essential for any team email address where multiple people need to handle incoming messages and respond consistently.
Part 1: Create the Shared Mailbox (Admin)
Create the Mailbox
Sign into admin.microsoft.com with a Global Administrator or Exchange Administrator account.
Navigate to Teams & groups > Shared mailboxes. Click Add a shared mailbox.
Fill in:
- Name: The display name that will appear as the sender (e.g. Cybergate Support Team)
- Email address: The email address prefix (e.g. support) and select the domain (@yourcompany.com)
Click Save changes. The shared mailbox is created within 1 to 2 minutes.
Add Members to the Shared Mailbox
After the mailbox is created, you will be prompted to add members. Click Add members to this mailbox.
Search for the users who should have access. Select each user and click Add. Click Save changes.
Members receive Full Access (can read emails), Send As (emails appear to come from the shared address) and Send on Behalf permissions automatically.
After adding members, it can take 15 to 60 minutes for Outlook to reflect the new shared mailbox. Users may need to close and reopen Outlook.
Part 2: Access the Shared Mailbox in Outlook
Outlook Desktop App (Auto-Mapped)
Access via Auto-Mapping
Microsoft 365 automatically adds shared mailboxes to Outlook for all members. After being added as a member:
- Close Outlook completely
- Reopen Outlook
- Wait 1 to 2 minutes for the profile to sync
- The shared mailbox will appear in the left folder pane under your personal mailbox
Expand the shared mailbox to see Inbox, Sent Items, Drafts and other folders. All members see the same view of the mailbox.
Outlook Web App (Manual Add)
Add in Outlook Web
Go to outlook.office365.com and sign in with your personal work account.
In the left pane, right-click on Folders and select Add shared folder or mailbox. Type the email address or display name of the shared mailbox and click Add.
The shared mailbox will appear in the left panel under your personal folders.
Part 3: Sending Email From the Shared Mailbox
Send AS the Shared Mailbox Address
When composing a new email in Outlook, look for the From field. If it is not visible, click Options > From in the ribbon.
Click the From dropdown and select Other Email Address. Type the shared mailbox address and click From. The email will be sent as the shared mailbox address – recipients see the shared address, not your personal email.
Replies to emails sent from the shared mailbox will arrive in the shared mailbox inbox, not your personal inbox.
Create categories or colour-coded flags in the shared mailbox to indicate email status – e.g. Red = urgent/unassigned, Green = handled, Blue = waiting on client. This prevents two team members from working on the same email simultaneously.
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