How do I move from a shared Outlook mailbox to Raiseaticket?
You do not have to move any mail history, and your customers do not have to learn a new address. The switch is a forwarding rule plus about twenty minutes of setup.
1. Keep the address customers already write to
Your portal is assigned its own address, usually [email protected]. Leave your existing shared mailbox exactly where it is and forward it to that address. Customers keep writing to the address they know, and every message arrives as a tracked ticket.
2. Set the forwarding rule
In Microsoft 365, open the shared mailbox settings and add forwarding to your portal address. Two things catch people out here:
- External forwarding is blocked by default in many tenants. If mail silently never arrives, this is usually why - an administrator has to permit forwarding to the Raiseaticket domain in the anti-spam outbound policy.
- Transport rules can be scoped to internal senders. A rule that looks correct may skip messages from outside your organisation, which is every customer you have.
3. Recreate the structure the mailbox was doing informally
Shared mailboxes usually carry unwritten rules - folders for billing, someone who always picks up technical questions. Create a group per team under Settings > Groups and assign the agents who were already doing that work. If different teams need their own address, a group can carry its own.
4. Let the old mailbox drain rather than migrating it
Do not import history. Leave the old threads where they are, answer new tickets in the helpdesk, and after a few weeks the mailbox stops receiving anything that matters. Migrating years of mail creates thousands of closed tickets nobody reads.
5. Test before you announce anything
Send a message from a personal address, confirm it becomes a ticket, reply, and confirm the reply arrives in the inbox rather than the spam folder.
Optional: send replies from your own domain
By default replies leave from the Raiseaticket domain. Connecting your Office 365 mailbox means replies are sent from your own address instead, which matters most for customers with strict mail filtering. That is a premium feature.
