topic Support system setup on Microsoft Distribution List in Tickets & Conversations

Support system setup on Microsoft Distribution List

jitendrak — Mon, 06 Mar 2023 15:35:06 GMT

Hello Everyone, I have an email address support@myorg.com, which I want to use as my support email for creating the ticket. This email address is not regular email but a distribution list in MS. Is it possible to use that as a team email to setup under conversations?

Any help would highly be appreciated.

Re: Support system setup on Microsoft Distribution List

Phil_Vallender — Mon, 06 Mar 2023 16:46:09 GMT

Hi @jitendrak

You can't use a distribution list as a support inbox in HubSpot since there actually needs to be an inbox behind the address for it to work.

It is recommended to use an actual licensed seat, but it can also work with a shared inbox once you set a login password on it - as described here: https://techcommunity.microsoft.com/t5/exchange/shared-mailbox-can-have-a-password-and-login-enabled-without/m-p/280768

Hope this helps?

Re: Support system setup on Microsoft Distribution List

jitendrak — Tue, 07 Mar 2023 07:21:59 GMT

Thanks Phil for the reply. Sadly, MS doesn't allow the password anymore for shared mailbox. It is also mentioned on the same thread you have shared.

Re: Support system setup on Microsoft Distribution List

Phil_Vallender — Tue, 07 Mar 2023 14:17:42 GMT

Ah shame - still, it was always a workaround.

Re: Support system setup on Microsoft Distribution List

belgardandy — Mon, 04 Mar 2024 15:17:30 GMT

Hi Phil,

I have this exact same question. I found this article explaining 365 Outlook Groups vs Shared Mailbox. Which one does hubspot recommend for best functionality?