Support guides
Practical, step-by-step guides for the things small teams set up around support email, from a shared inbox to moving off a ticketing tool, written to answer the question first.
Setup
- How to add a shared inbox to OutlookTo add a shared inbox to Outlook, a Microsoft 365 admin creates a shared mailbox and grants your team access; it then shows up in each person's Outlook automatically.
- How to set up a support emailTo set up a support email, create a role address like [email protected], route it to a place your whole team can see, and set clear expectations for replies.
- Shared inbox vs distribution listA distribution list copies an email to everyone with no shared state; a shared inbox is one place where the team sees who is replying and what is still open.