Blog

Microsoft Exchange Online

One common problem users encounter when using a shared mailbox in Microsoft Exchange Online is sent emails not appearing in the shared mailbox’s Sent Items folder. This can happen when a user sends an email from the shared mailbox, and instead of saving it in the shared mailbox’s “Sent Items,” it is saved in the user’s personal “Sent Items” folder. The solution to this is to configure sent items behavior for shared mailboxes.

This problem occurs because the default behavior does not save sent emails to the shared mailbox’s “Sent Items” folder. To fix this, you need to adjust the settings to ensure all sent emails from the shared mailbox are saved in the correct location. In this material, we would be looking at three ways to achieve this.

Method 1: Configure the Sent Items Setting via Outlook Desktop

Step 1: Open Outlook

  • Open Outlook on the user’s desktop.

Step 2: Navigate to Account Settings

  • Click on File in the top-left corner.
  • Select Account Settings, and then choose Account Settings from the dropdown.

Step 3: Access More Settings

  • In the Account Settings window, select the Email tab.
  • Highlight the shared mailbox account (if added as a separate account), then click Change.
  • Click on More Settings in the bottom-right corner.

Step 4: Configure the Sent Items Setting

  • Go to the Advanced tab.
  • Under Sent Items, check the option “Do not save copies of sent items” or ensure the option is set to save copies in the shared mailbox.

Step 5: Apply and Close

  • Click OK, then Next, and finally Finish.
  • Restart Outlook to apply the changes.

1b) Use Outlook Web App (OWA) Settings

If you’re using Outlook Web App (OWA), you can adjust the Sent Items settings there (if enabled by the administrator):

  1. Log in to Outlook Web App.
  2. Access the Shared Mailbox.
    • Click on your profile picture and select Open another mailbox, then type the shared mailbox address.
  3. Navigate to Settings.
    • Go to Settings > View all Outlook settings > Mail > Compose and reply.
  4. Set Sent Items
    • Look for the option to specify where sent items are saved. If this option is enabled, you can select the shared mailbox’s Sent folder.

NB: The Sent Items option for shared mailboxes is sometimes tricky to find and can vary based on Outlook versions and configurations.  Unfortunately, not all shared mailbox settings, such as configuring where sent items are stored, are accessible directly from the user-facing app.

For configuring the Sent Items settings specifically from within the app, Microsoft Outlook Desktop and OWA do not consistently offer this feature in all versions or configurations, especially for shared mailboxes. The PowerShell method remains the most reliable way to configure this setting, as it provides direct access to Exchange Online’s settings.

Method 2: Configure the Sent Items Behavior via Exchange Admin Center (For Global Fix)

For IT support staff with admin privileges, you can configure the settings globally for all users via the Exchange Admin Center (EAC).

Step 1: Open the Exchange Admin Center (EAC)

  • Sign in to Microsoft 365 Admin Center using your admin credentials.
  • In the navigation pane, click on Admin Centers, then select Exchange.

Step 2: Access the Shared Mailbox Settings

  • In the EAC, go to Teams & groups > Shared mailboxes
  • Find and select the shared mailbox experiencing the issue.
  • In the shared mailbox properties, go to the Sent Items settings > Edit.
  • Under the Sent Items section, check the boxes:
    • Copy items sent as this mailbox: Ensures that emails sent from the shared mailbox are copied to the shared mailbox’s Sent Items folder.
    • Copy items sent on behalf of this mailbox: Ensures that emails sent on behalf of the shared mailbox are also copied to the shared mailbox’s Sent Items folder.

Step 3: Save Changes

  • Click Save to apply the settings.

Method 3: PowerShell Command (For Global Fix)

As an IT admin, you can also use PowerShell to apply these settings globally across shared mailboxes.

Step 1: Connect to Exchange Online PowerShell

  1. Open PowerShell as an administrator.
  2. Run the following commands to connect to Exchange Online:

Import-Module ExchangeOnlineManagement -Force

Import-Module MSOnline -Force

Connect-ExchangeOnline -UserPrincipalName “SharedMailboxName”

In this case – Adenike-Dublin@M365x87779473.onmicrosoft.com

NB: You will be prompted to enter your email and password at this point.

Step 2: Set Sent Items Behavior for Shared Mailbox

  • Use this command to configure the shared mailbox’s Sent Items behavior:

Set-Mailbox -Identity “SharedMailboxName” -MessageCopyForSentAsEnabled $true -MessageCopyForSendOnBehalfEnabled $true

Again, replace “SharedMailboxName” with the name or email of the shared mailbox.

Step 3: Verify the Changes

  • Run the following command to confirm the settings were applied:

Get-Mailbox -Identity “SharedMailboxName” | Format-List MessageCopyForSentAsEnabled,MessageCopyForSendOnBehalfEnabled

NB: You will get a result of True if settings were applied and otherwise if not.

Step 4: Disconnect from Exchange Online

  • After completing the configuration, disconnect the session using:

Disconnect-ExchangeOnline

Full CMDLet ran

Importance of Saving Sent Emails in the Shared Mailbox’s Sent Folder

Having sent emails saved directly in the shared mailbox’s Sent Items folder allows all team members who have access to the shared mailbox to view and track the correspondence history. This is especially crucial for teams where multiple people handle the same inquiries, ensuring continuity, transparency, and accountability in communication.

Advantages of Saving Sent Emails in the Shared Mailbox’s Sent Folder

  1. Improved Team Collaboration and Visibility
    • Team members can easily see all outgoing communications, making it easy to track what has been sent from the shared mailbox. This is useful for customer support teams, sales teams, or any scenario where multiple people respond on behalf of a team or department.
  2. Continuity and Accountability
    • By saving sent emails in the shared mailbox’s Sent Items folder, every message sent on behalf of the mailbox is easily accessible, ensuring no duplication of responses or missing follow-ups. This provides a clear, centralized record that enhances accountability.
  3. Simplified Audits and Record-Keeping
    • For teams where tracking and record-keeping are essential (e.g., compliance or customer support teams), having all sent messages in one location simplifies audits and retrieval, reducing time spent locating past communications.

Disadvantages of Saving Sent Emails in the Shared Mailbox’s Sent Folder

  1. Increased Storage Usage
    • Saving all sent emails in the shared mailbox can quickly consume storage, especially in organizations with high email volumes. This can lead to reaching storage quotas faster, potentially requiring additional storage purchases or mailbox management efforts.
  2. Potential Privacy and Confidentiality Issues
    • When emails are saved in a shared mailbox, all users with access to that mailbox can view these communications. If there are any confidential messages, this could be a risk if strict access controls aren’t maintained.
  3. Email Clutter and Reduced Efficiency
    • The shared mailbox Sent Items folder can become cluttered, making it harder to quickly locate specific messages without proper organization. This could impact efficiency, especially for teams dealing with a high volume of correspondence.

Summary

The issue of sent items not appearing in the shared mailbox’s Sent Items folder can be frustrating for users. It can be resolved by configuring the settings in Outlook, Exchange Admin Center, or using PowerShell to ensure that all sent emails are saved to the correct location. This fix helps ensure smooth collaboration and proper email tracking for shared mailboxes in Exchange Online.

Leave a Reply