MC1058261 – New Microsoft Outlook: Changes to how shared mailboxes are displayed in the folder pane

Product:

Exchange, Microsoft 365 Apps, Outlook

Platform:

Online, US Instances, Windows Desktop, World tenant

Status:

In development

Change type:

Feature update, User impact

Links:

486837

Details:

Summary:
Shared mailboxes in the new Microsoft Outlook for Windows desktop will be displayed like accounts with a "Shared" icon. The rollout starts in May 2025 and completes by July 2025. The "Shared with me" section will be removed, and no admin action is required. Notify users and update documentation.

Details:
Coming soon for new Microsoft Outlook for Windows desktop: To align with the behavior of classic Outlook for Windows, we will display shared mailboxes in the same way accounts are displayed and add a Shared icon to give users a visual distinction between standard mailboxes and shared mailboxes.
This message is associated with Microsoft 365 Roadmap ID 486837.
[When this will happen:]
Targeted Release: We will begin rolling out early May 2025 and expect to complete by late May 2025.
General Availability (Worldwide): We will begin rolling out early June 2025 and expect to complete by late June 2025.
General Availability (GCC): We will begin rolling out early July 2025 and expect to complete by late July 2025.

Change Category:
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Scope:
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Release Phase:
General Availability, Targeted Release

Created:
2025-04-19

updated:
2025-04-19

Task Type

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Docu to Check

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MS How does it affect me

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MS Preperations

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MS Urgency

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linked item details

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Pictures

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summary for non-techies**

In the upcoming update to Microsoft Outlook for Windows, shared mailboxes will be integrated alongside personal email accounts in the folder pane with a "Shared" icon for easy identification, with the rollout scheduled between May and July 2025.

Direct effects for Operations**

Change in Shared Mailbox Display
Users may be confused by the removal of the 'Shared with me' section, leading to potential miscommunication and difficulty in locating shared mailboxes.
   - roles: End Users, IT Support
   - references: https://support.microsoft.com/office/open-and-use-a-shared-mailbox-in-outlook-d94a8e9e-21f1-4240-808b-de9c9c088afd, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=486837

User Training and Documentation
Existing documentation may become outdated, requiring immediate updates to avoid user frustration and support tickets.
   - roles: Documentation Specialists, End Users
   - references: https://support.microsoft.com/office/open-and-use-a-shared-mailbox-in-outlook-d94a8e9e-21f1-4240-808b-de9c9c088afd, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=486837

Visual Distinction of Mailboxes
The introduction of a new 'Shared' icon may lead to initial confusion among users who are accustomed to the previous layout, impacting their workflow.
   - roles: End Users, IT Support
   - references: https://support.microsoft.com/office/open-and-use-a-shared-mailbox-in-outlook-d94a8e9e-21f1-4240-808b-de9c9c088afd, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=486837

Configutation Options**

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Opportunities**

Enhanced User Training and Documentation
With the new visual distinction of shared mailboxes, there is an opportunity to enhance user training and documentation to help users understand the changes. Providing clear guidelines and tutorials can improve user experience and reduce confusion.
   - next-steps: Develop updated training materials and documentation that explain the new shared mailbox display and its benefits. Schedule training sessions or webinars for users to familiarize them with the changes.
   - roles: IT Support, Training Coordinators, User Experience Designers
   - references: https://support.microsoft.com/office/open-and-use-a-shared-mailbox-in-outlook-d94a8e9e-21f1-4240-808b-de9c9c088afd, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=486837

Improved IT Support Processes
The change in how shared mailboxes are displayed may lead to an increase in support requests from users who are confused by the new layout. Streamlining IT support processes to address these inquiries efficiently can enhance overall service quality.
   - next-steps: Prepare the IT support team with FAQs and troubleshooting guides related to the new shared mailbox display. Monitor support tickets post-rollout to identify common issues and address them proactively.
   - roles: IT Support, Help Desk Managers, System Administrators
   - references: https://support.microsoft.com/office/open-and-use-a-shared-mailbox-in-outlook-d94a8e9e-21f1-4240-808b-de9c9c088afd, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=486837

User Feedback Collection
Implementing a feedback mechanism post-rollout can provide valuable insights into user experiences with the new shared mailbox display. This can help in making further improvements and addressing any issues users face.
   - next-steps: Create a survey or feedback form to gather user opinions on the new shared mailbox display. Analyze the feedback to identify areas for improvement and report findings to relevant stakeholders.
   - roles: User Experience Designers, Product Managers, IT Support
   - references: https://support.microsoft.com/office/open-and-use-a-shared-mailbox-in-outlook-d94a8e9e-21f1-4240-808b-de9c9c088afd, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=486837

Potentional Risks**

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IT Security**

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explanation for non-techies**

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