How to Configure a Shared Mailbox for Your Email-to-Ticket Feature
Updated: Oct 7
Configuring a shared mailbox for the Email-to-Ticket feature in Ticketing As A Service allows ticketing owners to efficiently manage incoming support requests. A key benefit of using a shared mailbox is that it does not require an additional Microsoft 365 license, making it a cost-effective solution for your organization.
In this step-by-step guide, we’ll walk you through the process of setting up a shared mailbox in Exchange Admin, initializing a password in Entra, and configuring it in Ticketing As A Service to handle ticket creation and email notifications.
Step 1: Create a Shared Mailbox in Exchange Admin
Log in to Exchange Admin Center.
Navigate to https://admin.exchange.microsoft.com and sign in with your admin credentials.
Go to Recipients > Mailboxes.
In the left-hand menu, select Recipients, then click Mailboxes.
Create a New Shared Mailbox
Click on Add a shared mailbox.
Enter a Name and Email Address for the shared mailbox (e.g., support@yourcompany.com).
Click Create to finalize the setup.
Assign Users to the Shared Mailbox (optional)
Click on the newly created shared mailbox.
Navigate to the Delegation tab.
Under Read and Manage Permissions, add the users who need access.
Step 2: Initialize a Password for the Shared Mailbox in Entra
Once the shared mailbox is created, a corresponding user account is automatically generated. You must initialize a password for this account in Microsoft Entra (formerly Azure AD).
Log in to Microsoft Entra Admin Center
Navigate to https://entra.microsoft.com and sign in.
Search for the Shared Mailbox Account
In the search bar, enter the email address of the shared mailbox you just created.
Select the corresponding user account.
Reset the Password
Click Reset Password.
Set a new password and note it down for future use.
Step 3: Configure the Shared Mailbox in Ticketing as a Service
Now that your shared mailbox is ready, you need to configure it in Ticketing as a Service.
Log in to Ticketing as a Service
Navigate to your Ticketing as a Service dashboard.
Access the Email-to-Ticket Settings
Click on the Settings (⚙️) icon in the top-right corner.
Select the Email-to-Ticket tab.
Enter Shared Mailbox Credentials
Enter the Email Address of the shared mailbox.
Use the Password you set in Entra.
Save and Apply Changes
Click Save to finalize the setup. This mailbox will now handle incoming ticket emails and notifications.
By configuring a shared mailbox for the Email-to-Ticket feature, you ensure seamless ticket management without additional licensing costs.
For more information learn more about how to configure Email-to-Ticket.
Not yet a user? Try Ticketing as a Service now!
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