Learn how shared mailboxes in Outlook support team collaboration, simplify communication, and reduce licensing costs. This article outlines when to use a shared mailbox, its advantages, and how it compares to licensed accounts.
A Shared Mailbox in Microsoft Exchange is a mailbox that multiple users can access to read and send email messages. Shared mailboxes are ideal for teams, departments, or functions (like support@ or info@) that need a centralized communication point without requiring individual licenses for each mailbox.
Audience
Ithaca College faculty, staff, and students who are considering using a shared mailbox for departmental or team-based communication.
Platform
Microsoft Outlook (Windows, macOS, Web, iOS, Android)
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Understanding Shared Mailboxes
What Is A Shared Mailbox?
A shared mailbox in Outlook allows multiple authorized users to send and receive email from a single email address, making it ideal for teams, departments, or roles that need centralized communication. At Ithaca College, shared mailboxes are the standard solution for group email access.
Use Cases
Shared mailboxes are commonly used for:
- Departmental or General Help Accounts - Examples: registrar@, helpdesk@
Used by staff teams to manage incoming inquiries and provide consistent communication.
- Student Organization Accounts - Examples: icstudentorg@
Used by student groups to coordinate events, communicate with members, and maintain continuity across leadership transitions.
- Role-Based Addresses - Examples: billing@, advising@
Used for functions tied to specific responsibilities rather than individuals.
- Program-Based Collaboration - Example: summerprogram@
Used to support communication and coordination across academic or administrative programs.
- Generic Contact Points for External Communication - Examples: info@ithaca.edu
Used to provide a consistent public-facing email address.
Benefits
- No Additional License Required
Shared mailboxes under 50 GB do not require a separate Microsoft 365 license.
- Centralized Communication
Multiple users can manage emails from a single mailbox, improving collaboration and response times.
- Simplified Management
No need to manage separate credentials. Access is granted through user permissions.
- Audit and Compliance
Actions such as sent messages can be tracked for accountability.
- No Password Management
Shared mailboxes do not require direct login credentials, reducing security risks.
Eligibility Criteria
Use the table below to determine if a shared mailbox is appropriate for your use:
| Feature |
Shared Mailbox |
Licensed Account |
| Email Sending/Receiving |
✅ |
✅ |
| Calendar Sharing |
✅ |
✅ |
| Mailbox Delegation to Multiple Users |
✅ |
✅ |
Mailbox Size up to 50GB
(License Required for 50GB and up) |
✅ |
✅
(Mailboxes larger than 50GB require License) |
*Microsoft 365 Apps
(OneDrive, Sharepoint, Teams, Formstack) |
❌ |
*✅ |
*SSO Log in
(Including IC applications as well as any
third party applications that require SSO login) |
❌ |
*✅ |
*Workstation/Equipment Log In
(Includes shared workstations, lab computers, printers) |
❌ |
*✅ |
| *Litigation Hold / eDiscovery |
❌ |
*✅ |
* If you believe a licensed account is required due to a need for the account to have additional features such as OneDrive, Teams, or SSO login ability for a specific application, please submit an Email Account Help Request to discuss your options with an IT Administrator.
Why Not Use a Licensed User Mailbox Instead?
Using a licensed mailbox for shared access introduces several drawbacks:
- Higher Costs: Each licensed mailbox incurs a monthly fee.
- Security Risks: Shared credentials can lead to unauthorized access.
- Complex Management: Managing passwords and/or DUO access for multiple users is inefficient.
- Redundant Features: Licensed accounts include services (e.g., OneDrive, Teams) that are unnecessary for shared communication. These features can also cause sign-in conflicts between the shared and individual accounts.
- Office apps may misidentify the user as the shared account instead of the individual account.
- Multiple OneDrive instances can lead to file syncing errors or files being saved under the wrong account.
- Auto mapping may result in unexpected mailbox behavior or access issues.
Best Practices
- Assign Full Access and Send As permissions to users who need to manage the mailbox
- Access shared mailboxes using Outlook or Outlook on the Web
- Monitor mailbox size to ensure it remains under 50 GB
- Avoid using shared mailboxes for authentication or application logins
Resources