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Hello, 

 

Is it possible to use a Microsoft Shared Mailbox for Email Settings/MailBoxes? I found a post from 2 years ago on FreshService forum but it seems it wasn’t available at that time. 

 

I tried going to Admin → Email Settings and Mailboxes → New Email Settings → Provided ‘Your service desk email’ (ex: infotech@mycompany.org), ‘Incoming and Outgoing’, and finally click ‘Sign in with Microsoft’. Following this guide, I clicked on ‘Sign in with Microsoft’ but it loads for few seconds then gets automatically changed to my personal username. It won’t ask me to sign in using that account either.  

 

 

This doesn’t appear for me. 

 

Thank you 

 

 

 

 

If you’re trying to integrate a shared mailbox for notifications, Freshservice (or similar platforms) may require direct authentication, which a shared mailbox cannot provide.

 

Here’s how you might perhaps successfully integrate a shared mailbox:

  1. Delegate Permissions:

    • Ensure that the user account you’re using has Full Access and Send As permissions for the shared mailbox.
    • You can configure this in the Microsoft 365 Admin Center:
      • Go to Users → Active Users → Select the primary user account.
      • Under Mail → Manage mailbox permissions, add the shared mailbox.

  2. Use a Licensed Account: Assign a Microsoft 365 license to the shared mailbox temporarily. This converts it into a "user mailbox" that can sign in directly, complete the authentication, and then switch back to a shared mailbox if necessary.

  3. Use Application Credentials:

    • Create an App Registration in Azure AD for Freshservice.
    • Provide the app with appropriate API permissions (e.g., IMAP.AccessAsUser.All or Mail.Send).
    • Use these credentials to authenticate the shared mailbox via Freshservice's email settings.
      Hope it might help or get it working for you.
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