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University Technology Services

UTS

Role-Based Accounts and Shared Mailboxes

Introducing: Shared Mailbox service

Available as of March 17, 2025

As part of the ongoing McMaster Email Roadmap Project, University Technology Services (UTS) is introducing a new service: Shared Mailboxes.
Shared Mailboxes eliminate the need to share credentials, enhance productivity and workflows, and strengthen data security for all users.

Who can use it?

Staff, Faculty and Researchers.

How to get it

Request an account via the Role-Based MacID tool. Access the page.

This requires VPN when logging in.

How much does it cost?

This service is free.

Service availability

24/7

Service Provider

Role-Based Accounts and Shared mailboxes are included with your McMaster Microsoft (Office 365) account.

Shared Mailboxes: What are they and how do they work?

What is a Shared Mailbox? Show me the capabilities

The new Shared Mailbox service offers enhanced security and superior user functionality.

Shared mailboxes are used when multiple people need access to the same mailbox, such as institutional information or support email address, reception desk, or other function that might be shared by multiple people

What's the Difference Between Role-Based Account and Shared Mailbox? Show me the differences

Role-Based accounts and Shared Mailbox offer separate and distinct functionality. Learn how and when to use each.

Why consider a Shared Mailbox? Show me the benefits

Shared Mailboxes offer numerous benefits that enhance productivity, improve security, and streamline collaboration.

Role-Based Accounts and Shared Mailboxes: Purpose, ownership, usage and access

Purpose Ownership Usage Access Who Can Use

Role-Based Account

 Designed for specific roles or functions within an organization, such as “support@mcmaster.ca” or “sales@mcmaster.ca”. Not tied to a specific individual but managed by an owner or administrator responsible for the account. Typically used for tasks that require a consistent point of contact for a particular role, ensuring continuity even if personnel change. Multiple users can access the account, but it often requires specific permissions set by an administrator. Role-Based Accounts are available for students, staff and faculty.

Shared Mailbox

 Allows multiple users to access and manage a single mailbox, often used for team collaboration, such as “info@mcmaster.ca” or “reception@mcmaster.ca”. Not associated with a single user; instead, it’s managed by an administrator who assigns permissions. Ideal for scenarios where multiple people need to send and receive emails from the same address. Users can send emails as the shared mailbox or on behalf of it. Permissions are granted to users within the organization, allowing them to read, send, and manage emails from the shared mailbox. It also includes shared calendars and contacts. Shared Mailboxes are available only to staff and faculty.

 

Information Box Group

Optional Migration from Role-Based Account to Shared Mailbox Learn about migration on the SharePoint page

Role Based Accounts can be migrated to the Shared Mailbox service on request.

Shared Mailboxes: Frequently Asked Questions

Yes, when a role-based account is converted to a shared mailbox, all existing emails and calendar information are retained.

Visit the Shared Mailbox SharePoint for more information about data retention. 

Users and owners can access the shared mailbox through their own Outlook account. Here are the steps:

Outlook on the Web (mailbox opens in a new tab):

 

  1. Sign in to your Outlook account
  2. Click on your name on the top right and click on Open another mailbox
  3. Type and select the name of the shared mailbox and click Open
  4. Only the mailbox will open in a new tab

Outlook on the Web (mailbox opens as a part of the users account):

 

  1. Sign in to your Outlook account
  2. Click on the three dots beside the “Folders” in the folder pane and select Add shared folder or mailbox.
  3. Type and select the name of the shared mailbox and click Add.

  4. The shared mailbox will appear in the folder pane.

Outlook Desktop App (New Outlook):

 

  1. Open Outlook and click on the three dots beside your Inbox in the folder pane and select Add shared folder or mailbox.
  2. Type and select the name of the shared mailbox and click Add.

  3. The shared mailbox will appear in the folder pane.

Outlook Desktop App (Classic):

 

The shared mailbox will show up in the folder pane automatically. But if it does not, then please do the following:

  1. Open Outlook and go to the File tab.
  2. Click Account Settings and then Account Settings again.
  3. Select your account and click Change.
  4. Click More Settings and go to the Advanced tab.
  5. Click Add under “Open these additional mailboxes” and type the shared mailbox email address.
  6. Click OK, then Next, and Finish.

  7. Restart Outlook, and the shared mailbox should appear in your folder pane.

Outlook Mobile App:

 

  1. Open the Outlook app and go to Settings.
  2. Tap Add Account and then Add Shared Mailbox.
  3. Enter the shared mailbox email address and tap Add Shared Mailbox.

  4. The shared mailbox will appear in your account list.

Visit the Shared Mailbox SharePoint for more information on access

  • Only users within the organization can access shared mailboxes. Permissions are managed by the Owner of the Shared Mailbox, ensuring that only authorized personnel can use the mailbox.

  • Each user accesses the shared mailbox using their own credentials, which helps maintain accountability and security.

  • Only users within your organization can access shared mailboxes. Permissions are managed by the Owner of the Shared Mailbox, ensuring that only authorized personnel can use the mailbox.

  • Each user accesses the shared mailbox using their own credentials, which helps maintain accountability and security

Visit the Share Mailbox SharePoint for more information on security and compliance.

Looking for more information on Shared Mailboxes?

Visit the Shared Mailbox SharePoint for complete details