The setting that empties a shared mailbox the moment you authorise it

Hello, let's get this rock and rolling. I have just done a video on how to set up a licensed mailbox and I'm now going to do a video on how to set up a shared mailbox.

So we need access to a few things before we start this video. You obviously need access to HaloPSA and you need to be an admin so you can access configuration. You're going to need access to portal.azure.com to create an app registration and you're also going to need access to admin.microsoft.com so you can create a shared mailbox and set up the permissions correctly.

I'm going to get that loaded very quickly now. Admin.microsoft.com. Just going to sign in and then let's get this started.

So in HaloPSA go to configuration, go to email and then go to mailbox setup. And in the top right go ahead and click new. I'm going to call this YouTube shared. Oh, if I could type YouTube shared mailbox. And then I'm going to select Office 365 Azure.

You're then going to see you need a few things. You need the shared mailbox with the FQDN, which is fully qualified domain name, the Azure tenant ID, the application ID and the secret value. All of the app registration we're going to make on Azure right now. So go ahead and navigate to portal.azure.com.

And if you don't know how to do this you basically go to here and click on Azure Active Directory. If you don't see it, type in Azure Active Directory. Azure Active Directory, click on this and then click on app registrations on the left hand side.

We're going to go ahead and make a new one. We're going to call this YouTube HaloPSA shared mailbox. And we're just going to go ahead and click register in the bottom left. My little face is just about covered that up but go ahead and click register. We will add the redirect URIs in a few minutes.

Then we need to go to API permissions and we need to remove user.read as we don't require it. Yes, remove. And then we're going to add some permissions so click on add permissions. These are Microsoft Graph, so the big one at the top, and these are delegated permissions.

This time we need email, offline access, openid and profile. And then click in the box and type in mail.read and we're going to need mail.readwrite.shared. And then type in mail.send.

Mail dot send. And then we need mail.send.shared and then click add permissions.

There we go. And we do not need to grant admin consent because it is not required.

Then we need to go to certificates and secrets on the left hand side and click a new client secret. And I'm going to call this YouTube HaloPSA shared mailbox.

Now this expires in, I'm going to select 24 months. Please make a note in your diary to go and refresh the secret. If not, it will expire and your mailbox will stop working.

Then go ahead and click add. What we can then do is basically grab this value, which is the middle one, copy it to clipboard and then paste that into the Azure application secret in HaloPSA.

We can then click overview in the top left and grab the application client ID, paste that into the application ID here. Then we need to grab the tenant ID, which is the bottom one, and paste that into the Azure tenant ID at the top.

Then we need to jump into 365 admin, which is the fourth tab over here, and go to teams and groups and then shared mailbox.

Now I'm going to be using the HaloPSA shared mailbox that I've already created. Just bear in mind if you're doing this, I've been seeing quite long provision times for shared mailboxes. So what I recommend doing after you've made it, before testing Halo, is just jump in the mailbox and check if you can send outbound mails from that mailbox. I've been seeing like post-on provision times recently which is not what I'm used to, but just a quick side note.

Um, once you've made this, there's something else you need to do and it's important that you do it in here. So you need to make sure you have the top two permissions set. And obviously you can see here I have my email address which is kind of renada.co.uk. I need to make sure you have send as permissions as well.

Now because we're using a shared mailbox it doesn't have a licence. We need to basically authorise that with a licensed 365 account and in this instance I'm going to make sure it's me that is authorised in the mailbox. So I need to have these permissions.

You don't need any other permissions in here. The app will work correctly from this but this is just to basically get a provision into HaloPSA. And then you need to basically grab the primary fully qualified domain name at the top and paste that into the shared mailbox name in Halo and then go ahead and click save.

What you can do as a quick side note is you can edit the settings down below. So ticket type for new tickets, I'm just going to say incident. This basically means when an email comes into that mailbox and it gets processed into Halo, what ticket does it make? So I'm going to select incident.

And I'm just going to turn off ticket acknowledgment emails for now and because I don't want any emails that are in that inbox to be sent welcome emails. And just a note on that one by the way, when you enable this and authorise it it will pull every single email out of that mailbox. So please make sure that the inbox is empty. And there is a setting coming maybe after this video is out in a week or two where you can tell it to leave the mail in there but for now it will process every single email in that inbox and create a ticket in Halo and then delete it from the inbox. And just make sure your inbox is empty before you authorise this.

And overriding the default site and user, this basically means if the email address isn't found in your Halo what should it do with it? And there's a few ways you can handle this but this is basically saying if it's not set it will put them in unknown. Unknown. What some customers do is make them in their own tenants so they know to go and check it but again you could do not set and leave that as unknown and then go ahead and click save.

We've not quite finished though yet. We need to add in two redirection URIs. And what we need to do is just grab our Halo URL which is at the top. So mine is dot halopsa.com. If you do have a CNAME in place so you have vanity URLs then you will need to grab them instead of mine. And so that could be you know portal.yourbusinessname.com.

So go ahead and grab that and then jump back to portal.azure.com. On the right hand side on the overview page you will see add redirect URI. And we're going to basically click add a platform in the top left and we're then going to go ahead and click web.

We're going to need to add two in here. So copy this in here. And I did this in the last video as well. I'm going to show you where abouts I find these and I will put the link to this guide in the description as well. It kind of goes through this all in a bit more of a detailed approach but essentially you'll notice here that you need two redirection URIs.

So the first one is your URL appended with /azure/auth.

Oh long page. /azure/auth. And I'm going to select both of these down below. And then I'm going to add another one which will then pop up here. I'm going to copy that.

And this is /account/azure/response.

And again you can check that by going to that guide. And see here account is your response. I'm just going to paste that in there because my spelling can be sometimes slightly dubious. And then basically just click save in the bottom left.

It's going to cycle that page. Make sure that it is still there. Yep, they've both been saved.

And then we're about finished. So back into HaloPSA we need to authorise the application. You need to make sure you authorise it with the account that has the read and manage and send as permissions on that shared mailbox.

Consent on behalf and click accept.

And there you go, that is the mailbox set up. This side, email settings you need to make sure you've got turned on. Just go back to the configuration email root page and scroll all the way to the bottom.

What you'll want to make sure you do is select this box here: show the mailbox name instead of the email address. Um, that's just so it looks prettier essentially. And you can override that by the way by changing the name here if you want the name to be different, you can rename that there.

And you also at the very bottom again need to ensure you turn off these two settings: allow the web application to handle the sending of emails and allow the web application to handle the creation of acknowledgment emails.

Couple more things we need to do, or what I like to do, is add a dynamic email exclusion. So these email addresses will not be emailed new ticket emails or added to email lists. This can stop you getting in ticket loops where it's kind of emailing the same help desk, creating a ticket and then getting stuck in a cycle.

So just go ahead and click dynamic email exclusions. And you'll see here that um I've already added it but you just need to click new and type in that email address in that box and then click save.

And then finally, if you want to, back in email you can override the outgoing email default. You can select what mailbox you want to use as your primary. Just to note, any emails that come in from a mailbox you will by default reply from the email address. So if you have a sales ad you will reply from sales ad, but you can override this for new emails or um service items. If you're sending out bulk stuff like welcome emails and stuff it will use this mailbox unless overriding of course.

And that is essentially that. That is how to set up a shared mailbox in Office 365 and in HaloPSA. Hope that helps you. Any questions, let me know. Have a good day. Bye.