Office 365 shared mailbox is a great tool that can manage customer’s email queries very easily as it allows a group of employees to respond to a customer’s query and manage a mailbox. A shared mailbox doesn’t have its own username and password. Shared mailbox has made it way easy for a group of employees to monitor emails from customers and manage related emails. Employees can send emails from a common email address.

When an employee responds to a Customer email query sent to shared mailbox, then that mail appears to be from shared mailbox and not from the Individual user.  Shared mailbox sent items limitations that causes compliance/regulatory issues for most of the customers utilizing shared mailbox is fixed now, but before going to the solution we should take a good look at the issue that was being faced by many using Shared Mailbox.

Whenever a user replies to the Customer’s query using shared mailbox, the mail goes directly to sent items of sender instead of shared mailbox sent items. In case some issue occurs then admins had to run Mailbox Audit Logging to find the sender of the mail. It just wastes a lot of time and energy and causes issues for an Organization using Shared mailboxes. To meet the compliance requirements organizations need control over shared mailbox sent items.

Several customers of mine has not considered to upgrade to Exchange 2013 or migrate to Office 365 due to this limitation of sent items as even Microsoft doesn’t have control over Shared mailbox sent items in Exchange 2013 and Exchange Online and as a solution Customer need to make some registry changes on the end-user machine. This will cause a lot of admin overhead for Customers and IT admins. And also registry fix will not work for the users in outlook online mode. This fix is only applicable when user is running outlook in cached mode, that’s one more thing to be kept in mind.

But now we have Exchange 2013 CU9. With this email sent by a user using shared mailbox group, mail will be delivered to the Sent Item Folder of shared mailbox and also to the user mailbox sent items. Microsoft has already started to roll out this new feature to the customers using Office 365 shared mailboxes.

Enable Office 365 Shared Mailbox Sent Items Feature

By default, this feature will be disabled to all the customers and administrator need to run the following PowerShell cmdlet.

For emails Sent As the shared mailbox: Set-mailbox <mailbox name> -MessageCopyForSentAsEnabled $True

For emails Sent On Behalf of the shared mailbox: Set-mailbox <mailbox name> -MessageCopyForSendOnBehalfEnabled $True

Disable Office 365 Shared Mailbox Sent Items Feature

To disable this feature run the following powershell cmdlets

For emails Sent As the shared mailbox: Set-mailbox <mailbox name> -MessageCopyForSentAsEnabled $False

For emails Sent On Behalf of the shared mailbox: Set-mailbox <mailbox name> -MessageCopyForSendOnBehalfEnabled $False

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Arshdeep Singh

A computer science  engineer by profession and a tech geek at heart. Love to get my hands dirty with upcoming technologies. A positive thinker with high creativity, always looking for new Challenges, keen to find the key for every lock. 

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