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Overview
Microsoft 365 provides multiple ways to share email addresses. This article explains the best type to request for common use cases.
User account
- A group of people treated as if they are an individual / generic user
- May require separate password and 2FA method
- May pose license compliance risks and should not be used
Shared Mailbox
- A shared, dedicated inbox and calendar
- Accessible to selected delegates within their personal Outlook account
Microsoft 365 Group
- A shared, dedicated group of features including inbox and calendar
- ability to create SharePoint site, Microsoft Team and other feature-rich integrations
- Accessible to members of the group
Resource
- A room or piece of equipment treated as a bookable resource
- Includes dedicated inbox and calendar
- Compatible with Microsoft Bookings
Delegate Access and Sending Messages
Microsoft 365 supports different levels of delegation for shared mailboxes. The most common permissions are:
Full Access
Allows a user to open and manage the contents of a shared mailbox, including reading, creating, and deleting emails and calendar items. Full Access alone does not allow users to send messages from the shared mailbox.
Send As
Allows a user to send messages that appear to come directly from the shared mailbox. Recipients will only see the shared mailbox name in the From field.
Example:
From: Service Desk <servicedesk@emilycarru.ca>
Recipients will not see the name of the person who actually sent the message.
Send on Behalf
Allows a user to send messages on behalf of the shared mailbox. Recipients can see both the sender and the shared mailbox.
Example:
From: Stephen Wichuk on behalf of Service Desk <servicedesk@emilycarru.ca>
This option provides additional transparency by identifying the individual who sent the message while still indicating they are acting for the shared mailbox.
How to Send a Message on Behalf of a Shared Mailbox
Once Send on Behalf permissions have been granted:
- Open a new email message in Outlook.
- Select From. If the From field is not visible, enable it from the Options tab.
- Choose the shared mailbox address, or select Other Email Address and enter the shared mailbox.
- Compose and send your message.
Recipients will see:
Stephen Wichuk on behalf of Service Desk
rather than:
Service Desk
or
Stephen Wichuk
Use Cases
|
Requirement
|
Use
|
Explanation
|
| Send to email distributions lists |
Shared Mailbox |
Shared mailboxes ideal for email distribution lists, especially so that the sender is not bombarded with replies to their personal inbox. |
| Send from a shared mailbox, but allow recipients to see who specifically is sending. |
Shared Mailbox / Send on Behalf |
In some situations recipients should know who sent the message while seeing the shared mailbox for replies. |
| Receive and respond to community inquiries and requests. |
Shared Mailbox |
Shared mailboxes look and feel like a personal inbox, but allow you to add/remove team members as needed. |
| Receive external emails relevant to a team or job share. |
Shared Mailbox |
Shared mailboxes provide sufficient functionality to receive external mail. |
| Send to external email addresses on behalf of a university work unit |
Shared Mailbox |
Shared mailboxes provide sufficient functionality to send outside of the organization. |
| Collaborate on a topic or area of work |
Group |
Groups provide additional functionality through Microsoft Notes, Teams and SharePoint but are more costly to maintain in terms of upkeep, storage and security. |
| Make a room or piece of equipment available to be booked. |
Resource |
Resources are designed to represent non-person items whose time can be booked or scheduled on a calendar. |
| Receive and respond to work requests as a team. |
TeamDynamix |
Tickets provide greater visibility, efficiency and consistency in handling routine request fulfilments. For more information please see our article on use of web forms at ECU. |