Shared mailboxes

James Rhodes

October 15, 2020 17:10

In the client install instance of the PAB v1.4.58 I was able to report emails that were located in a shared mailbox. Can this capability be replicated in the server based instances of the PAB. We have a lot of shared mailboxes that customers send email to and they receive a bunch of messages that they report. Seems counter productive to have to move that message to their inbox just to report.

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  Douglas Freeman October 19, 2020 11:54

  Hello James, 

  Unfortunately, the ability to utilize shared mailboxes with the server installation of the PAB is a Microsoft limitation. We don't currently have a way to bypass that limitation on the MS side. 

  I'm sorry I don't have a better answer for you on this item, but I do hope that you will continue to contribute to the community board. If you'd like to open a ticket to get more information on the item feel free to email us at support.knowbe4.com or give us a call:

  
  United States: +1 855-815-9494
  Mexico: +52 800-283-3201
  El Salvador: +503 2136-1126

  Phone support is available weekdays from 6 a.m.-9 p.m. (Eastern)

  Thank you again for your contribution!

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  stephanie dempsey January 19, 2021 17:18

  This is a major issue, and I know that it's one that can be fixed because Salesforce did it for their sever-side Outlook integration. I'd really like to see KnowBe4 recognize that many corporations use shared inboxes for good reason and work on a fix for this issue.

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  Walter Nelson January 22, 2021 20:40

  Hi Stephanie,

  Thanks for posting. I know we have looked into this and while I can't comment on what Salesforce has done I do know that our development team has worked with Microsoft on this item and it was established that this was a Microsoft limitation with our tool. We are constantly monitoring this as it is a common request.

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  James Rhodes January 22, 2021 21:18

  Depending on company size and processes, the client based install could be an option as it does allow you to report from shared mailboxes. It is the server based PAB versions that don't allow it.

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