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How do I get sent items to display in my Outlook shared mailbox?
If your team uses Outlook shared mailboxes, and you want to track the email activity in that mailbox, then you’ll need to ensure that the sent emails from that box show up in the “Sent Items” folder of the inbox. Otherwise, EmailAnalytics won’t see any sent emails from the shared mailbox; we’ll only see inbound emails.
The strange thing is, by default, if your team is using the Outlook desktop app, Outlook does not put sent emails in the Sent Items folder of the shared mailbox. (It seems to work partially if you’re using the web app, though — new email threads sent using the shared inbox’s “from” address will show up in the “Sent Items” folder of the shared mailbox, but replies to inbound emails will not).
I don’t know why Outlook treats messages differently depending on whether the desktop or web app was used, but I’m here to help you fix it!
So, how do you get all sent emails to show up in the “Sent Items” folder of your shared mailbox? Follow the steps below:
1. Visit admin.microsoft.com and login.
2. Click Groups, then shared mailboxes.
3. Click the shared mailbox, then click “Edit” under “Sent Items”
4. Enable the copied items options.
That’s it! Your team’s sent emails will now show up in the Sent Items folder of the shared mailbox when they send emails. This enables EmailAnalytics to show you a full picture of inbound & outbound emails in the shared mailbox.
What if my company’s Microsoft 365 account is setup through GoDaddy? I can’t seem to find the areas referenced above.
If you pay for your Microsoft 365 account through GoDaddy, then you have a different set of options when you sign in. And sadly, that list of options does not include the ability to make sent emails appear in the Sent Items folder of the shared mailbox. You can see this discussed in a thread at GoDaddy here:
If this issue affects you, then you’ll need to use our Outlook shared mailbox integration to view stats on your shared mailbox, and your options for viewing stats will be more limited.