can I transfer emails from a shared mailbox

  • 12 January 2023
  • 1 reply

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Dear Community,


Currently trying to configure our first FreshDesk account, until now we used a Microsoft shared mailbox for our customers requests.

Can I use this existing shared mailbox to transfer to FreshDesk?

Until now, I did not manage.


Thank you!


Best answer by barun.poddar 12 January 2023, 22:19

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Hi @SupportHubP 


Greetings from Freshdesk community!


Group/Shared inboxes at times cause issues with ticket creation and appending of replies. Therefore, we strongly recommend that you do not use them as your support email addresses. The best solution is to create a separate individual mailbox as your primary support email and forward the emails from the shared mailbox to the new one.

But in case you have no other option, please ensure the following points are taken into consideration while configuring shared mailbox-
1. The support email should be the primary email address of the shared mailbox, and also IMAP should be enabled for the shared mailbox.
2. The account which you have used for signing in, should be a member of the shared mailbox and have read and managed permissions and sent as permission.

Feel free to drop a note here incase of further queries.