Shared mailbox for Helpdesk: Microsoft 365

Who can do thisWorkspace Administrator

Helpdesk has no mailbox settings of its own: its mailboxes are connections in the Integration Hub. This article connects a Microsoft 365 shared mailbox, such as support@your-company.example, so that mail sent to it becomes Helpdesk tickets. Replies on an existing thread are matched back to their ticket rather than opening a new one.

Before you start: the Entra app registration

The Hub reads the mailbox through an app registration in your Microsoft Entra tenant. Your Microsoft 365 administrator sets it up:

1. Register an app in Entra and give it the application permission Mail.Read, with admin consent.
2. Create a client secret for the app, and note when it expires.
3. Note the directory (tenant) id and the application (client) id. Both are GUIDs.
4. Restrict the app to this one mailbox (see below).

Helpdesk's own article describes an optional extra permission that lets the desk recognise the mailbox's aliases. See Mail through the Integration Hub.

Connect the mailbox

1. Open Marketplace, find the Shared mailbox card (category Service management) and click Add. The sheet New shared mailbox connection opens.
2. Under Basics, enter a Name, such as "Support inbox", and keep Provider on Microsoft 365 (the default).
3. Under Mailbox, enter the Shared mailbox address, for example support@your-company.example. It must be a plain email address.
4. Under Microsoft 365 access, paste the Entra tenant id, the Client id and the Client secret.
5. Under Schedule & status, keep Trigger on On a schedule. Frequency starts on Hourly; pick something faster if your desk needs it. See How often a mailbox is checked.
6. Switch Enabled on. It is off on a new mailbox, and nothing is collected until you switch it on.
7. Under How far back each run reads, leave Lookback window (minutes) blank for the default of 24 hours, or enter 15 to 43200.
8. Click Save. You land on Connections, where the mailbox is listed under the inbound group.

The client secret goes into Juvaro's secret vault and is never shown again. When you edit the connection later, the form says "Secret set - enter a new value to rotate." Leave the field empty to keep the saved secret.

Check that it works

Mail connections have no Test connection button; only Webmercs has one. To check a new mailbox, send a test mail to it, then click Run now on its row in Connections and open Runs. A run with the status succeeded and a record count means the mail reached Helpdesk. A failed run shows the error in the run history.

The connection's page shows what is mapped: "Message subject → Ticket subject", "Sender → Ticket requester" and "Message body → Ticket description". See A connection's page: figures, Pause and Resume.

Keep it running

• A mailbox is never auto-paused. Other connections pause themselves after 3 scheduled failures in a row; a mailbox keeps trying. That also means a broken mailbox does not stop by itself, so add an alert rule such as + No successful run in 24 hours. See Alert rules and Needs attention.
• An expired client secret is the most common way a mailbox stops. Record the secret's expiry date on the Credentials page and rotate it in time. See Credentials: expiry dates and rotation.
• A run that finds no new mail pays no run fee. The megabytes of every run still count. See Usage and credits.

Where replies are sent from

Agents' replies on a ticket go out from the mailbox the ticket came through. The Workspace portal's Mail page has a read-only card, Connected mailboxes, that says the same: correspondence such as Helpdesk ticket replies is sent from your connected mailboxes, not from the notification sender, and mailboxes are managed in the Integration Hub on its Connections page. See Mail: the notification sender and Mail through the Integration Hub.

If saving fails