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Information Technology Services

Access a Shared Mailbox through Outlook 2016 for Windows

A shared mailbox is a special email account that makes it easy for multiple individuals to read and respond to the email received in the shared mailbox. A shared mailbox is not owned by the person or persons who receive and respond to the email; it is owned by the department (or organization). Permissions to access the shared mailbox are controlled by the department's Exchange Administrator.    

Rather than log into the shared mailbox account, the user is given permissions to access the account.  They configure their email client (Office 365 and Outlook) to access the account, logging in with their own NetID and password.  When they respond to an email in the shared mailbox, instead of the From: field containing their name, it will contain the name of the Shared Mailbox account.  When a message is sent or replied to, the email looks like it was sent by the shared mailbox, not from the individual who is actually sending the email.   Messages sent from the shared account, when the account is added with the steps below, will be saved into the Sent folder of the shared account.

For information on requesting and setting sharing permissions see the Resource Management tutorial.

Configure Your Outlook 2016 Client to Receive and Send Email for a Shared Account

  1. Open Outlook 2016
    • Select the File tab

    screenshot illustrating above step

  2. The Account Information screen will open 
    • Click the Add Account button

    screenshot illustrating above step

  3. The Add Account screen will open
    • Type the email address of the shared mailbox into the Email Address field
    • DO NOT enter anything in the Your Name: or Password fields
    • Click the Next button

    screenshot illustrating above step

  4. Outlook will now attempt to configure the shared mailbox.
    • If this step fails please call the IT Support Centre for assistance, 613-533-6666
    • When it is complete click the Next button

    screenshot illustrating above step

  5. The Microsoft Login Prompt for Queen's screen will open 
    • You will not be logging into the shared mailbox with a password.  You will use your personal NetID and password to access the Shared mailbox.
    • Click the link to Sign in with another account

    screenshot illustrating above step

  6. The Microsoft Sign in screen will open
    • Enter your NetID@queensu.ca email address
    • Click the Next button

    screenshot illustrating above step

  7. The Microsoft account screen will open
    • Select Work or school account

    screenshot illustrating above step

  8. The Microsoft Queen's University login screen will open
    • Your NetID is displayed at the top of the screen
    • Enter your password
    • Click the Sign in button

    screenshot illustrating above step

  9. The Add Account screen will now show three green checkmarks
    • Click the Finish button
    • You will be prompted to Exit Outlook to complete the process

    Congratulations Account Completion

  10. Reopen Outlook.
    • The shared mailbox has now been added to the list of accounts in the left navigation menu
    • You can switch between accounts by clicking the appropriate inbox for each account
    • See the next section for information on Sending Email from the Shared mailbox. 

    outlook-eleven.png  

  11. NOTE: If you see the mailbox, but get an error message "Cannot expand the folder. The set of folders cannot be opened. Your profile is not configured."
    OR  "Cannot expand the folder. The set of folders cannot be opened. The file c:\users\<netid>\AppData\...\<netid>@queensu.ca.ost is not an Outlook data file (.ost).
    You need to confirm that the owner of the shared mailbox has added you to the membership list.  Owners also have to be added to the membership list to have access!

Sending Email From a Shared Mailbox in Outlook

When you send a new email from the shared mailbox you will need to ensure that the From: field contains the name of the shared mailbox and not your name.  By adding a shared mailbox to Outlook using the steps above, the From: field will now be visible when you compose a new email and allow you to select the shared mailbox. If you added the shared mailbox using a different method than above you may need to unhide the From: field.

  1. From the Outlook main menu select the New Email button to send a new email
    • The New Email screen will open
    • Examine the new email.  If the From field is visible skip to step 3
    • If the From field is not visible, continue with the next step

    outlook-from-one.png

  2. In the New Email screen click the Options tab
    • Select the From button
    • The From field will now be visible and be pre-populated with your email address

    outlook-from-two-new-new.png

  3. Click the down arrow beside the From button
    • If you used the above method of adding a shared mailbox you will now see the shared mailbox address as an option in the list and can skip to step 5
    • If you added the shared mailbox using a different method you may have to add it to the list. In that case select Other E-mail Address...

    outlook-from-three-new.png

  4. The Send From Other E-mail Address screen will open
    • enter the email address of the shared mailbox
    • Click the OK button

    outlook-from-four-new.png

  5. The New Email screen will re-open
    • The From field will now be populated with the address of the shared mailbox
    • In future you will be able to select from which email address to send email - your personal email account or the shared mailbox.

    outlook-from-five-new.png

  6. When replying to an email sent to the shared mailbox the From field contains the name of the shared mailbox

    outlook-twelve.png

Remove a Shared Mailbox Account From Your Outlook Client 

If you no longer need to monitor a shared mailbox it should be removed from your email client.  Follow the instructions below to remove a shared mailbox.  Note:  removing the shared mailbox will not affect the contents of the shared mailbox, you will just not be accessing it from your account any longer.

  1. Make sure Outlook is completely closed before you begin
    • Open the Control Panel
    • Select Mail (32 bit)

     
     

  2. The Mail Setup - Outlook screen will open 
    • Click the Email Accounts... button

     
     

  3. The E-mail Accounts screen will open
    • If your shared mailbox account is listed under your account, click the Remove button and skip to Step 8
    • If only your mailbox account is shown select Change...

  4. The Change Account screen will open
    • Click the More Settings... button

  5. The Microsoft Exchange screen will open
    • Select the Advanced tab
    • Select the shared mailbox to remove
    • Click the Remove button
    • Click the OK button

  6. The Change Account - Server Settings screen will re-open
    • Click the Next  button

  7. The Change Account screen will open
    • Click the Finish button

  8. The Account Settings screen will open
    • Click the Close button

  9. When you open Outlook the Shared mailbox will no longer be listed at the bottom of the folder list.

 

Last Updated: April 09, 2018