Opening Another User's Mailbox in Outlook

Use this guide when Technology Services has given you access to another staff member's mailbox, for example when someone leaves the district or is out for an extended time. You open their mailbox with your own account, so you never need their password.

Do not try to sign in as the other person. Their account is usually disabled, and you always open the mailbox through your own account.

Before You Start

Access must be granted first. Submit a ticket at support.swmitech.org and include the mailbox you need and who needs access. When a staff member leaves, HR can request this through Bravo when inactivating their account.
What your access allows:
- Full Access lets you read, search, and organize everything in the mailbox, including its folders.
- It does not let you send email as that person. If you need to reply to something, reply from your own account.
Allow up to an hour after access is granted. Outlook for Windows can take up to a day to show the mailbox on its own, so use Outlook on the web (Method 3) if you need it right away.

Which Version of Outlook Do You Have?

The steps differ between New Outlook and Classic Outlook on Windows.

New Outlook has a simplified interface that looks like Outlook on the web, and settings live behind the gear icon.
Classic Outlook has the traditional ribbon and a File menu.

If you are unsure, look for the New Outlook toggle in the upper right corner of the window.

New Outlook folder menu opened from your account, with Add shared folder or mailbox selected.

Method 1: New Outlook for Windows

In most cases the mailbox appears on its own.

Close New Outlook completely, then reopen it.
Look in the folder pane for Shared with me and expand it.
Select the person's name to expand their Inbox, Drafts, and Sent Items.

If it does not appear automatically:

Select Mail from the navigation pane.
Right-click your account name in the folder pane.
Select Add shared folder or mailbox.
Type the person's email address, then select Add.

Note: The mailbox shows up under Shared with me, not as a separate account, and it cannot be added to Favorites in New Outlook yet.

Source: Open and use a shared mailbox in Outlook (Microsoft)

Classic Outlook folder list with a shared mailbox highlighted below your own mailbox.

Method 2: Classic Outlook for Windows

The mailbox normally appears automatically at the bottom of your folder list after you restart Outlook. If it does not:

Select File > Account Settings > Account Settings.
On the Email tab, select your account, then select Change.
Select More Settings.
Open the Advanced tab and select Add.
Type the person's email address, then select OK.
Select Next > Finish > Close, then restart Outlook.

Outlook on the web with the Folders menu open and Add shared folder or mailbox highlighted.

Method 3: Outlook on the Web

The fastest option. It works as soon as access is granted, from any computer, with nothing to wait for.

Open it in a separate tab:

Sign in at outlook.office.com with your normal work account.
Select your profile picture or initials in the upper right corner.
Select Open another mailbox.
Enter the person's email address and select Open. Their mailbox opens in a new browser tab.

Keep it in your folder list instead:

Return to your own mailbox.
Right-click Folders in the left-hand folder list.
Select Add shared folder or mailbox.
Enter the person's email address and select Add.

The mailbox appears under Shared with me or in your folder list.

Good to Know

Access is temporary. A departed staff member's mailbox is removed when their account reaches the end of its retention period, so save anything you need before then.
To keep an email, forward it to yourself or drag it into a folder in your own mailbox.
Files are separate from email. If you also need the person's Google Drive or OneDrive files, say so in your ticket.
To stop seeing the mailbox in Outlook on the web, right-click it and select Remove shared folder.