SSEO - Shared Inbox Support in SuperSync Email

Overview

SuperSync Email includes a shared inbox capability that allows a licensed user to log emails from a shared inbox into NetSuite without assigning additional SuperSync Email licenses to that inbox. This feature is intended to reduce licensing overhead while supporting common shared mailbox workflows.

Due to the limited availability of controlled Outlook test environments and the wide variety of ways shared inboxes can be configured in Microsoft Outlook, support for shared inboxes is limited. There are hundreds of possible configuration variations across Microsoft 365 tenants, and as a result, compatibility cannot be guaranteed in all scenarios.

Customers are strongly advised to test shared inbox functionality in their own environment before committing to using SuperSync Email with a shared inbox in production.

Important Limitations

  1. Shared inbox behavior varies significantly based on how it is created and assigned in Outlook
  2. SuperSync Email does not have full visibility into Microsoft’s internal mailbox permission models
  3. Not all shared inbox configurations can be reliably tested or validated
  4. Functionality may differ between tenants even when configurations appear similar

Because of these limitations, shared inbox support is provided on a best effort basis.

Supported and Observed Working Scenarios

The following configurations have been tested and observed to work in some customer environments.

  1. Admin Created Shared Inbox with Dedicated Mailbox
  2. An administrator creates a shared inbox with its own dedicated email address and user account in Outlook
  3. The shared inbox is added to the licensed user’s Outlook profile as a shared mailbox
  4. The licensed user does not log in directly to the shared inbox account

In these cases, SuperSync Email has been able to log emails from the shared inbox without requiring an additional license

Scenarios That Require Additional Licensing

The following configuration typically requires an additional SuperSync Email license.

  1. Separate Login to Dedicated Outlook Account
  2. An administrator creates a shared inbox as a full Outlook account with its own credentials
  3. The user must log out of their primary Outlook account and log in separately to access the shared inbox

Because this is treated as a distinct mailbox session, an additional SuperSync Email license is required for that account

Unsupported or Known Non-Working Scenarios

The following configuration is not supported.

  1. Outlook Groups with Email Addresses
  2. An Outlook group is created with its own email address
  3. The group mailbox is accessed through group membership rather than a shared mailbox assignment
  4. SuperSync Email does not support logging emails from Outlook group mailboxes


Untested and Unverified Configurations

There are additional shared inbox configurations that have not been fully tested or verified, including but not limited to:

  • Hybrid Exchange environments
  • Nested shared mailboxes
  • Complex permission inheritance models

Compatibility in these scenarios is unknown and cannot be guaranteed.

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