I am currently using a shared mailbox as my main support inbox.
Once you create the shared mailbox a user account should appear for it in the O365 user manager.
You can then set the password for it.

Once the password is set you can use it like a regular mail inbox.

    Good to know! Thanks for the info.

    a year later

    Hi. IT WORKS!!!!!
    I'm using the latest OSTicket version 1.14.3 and I succeeded setting a shared mailbox as support email, thanks to LewisHackfath suggest.

      11 days later

      @LewisHackfath @giorgio @SteRinaldi Did you have to change any other settings in O365? I'm trying to set up a new instance to test usage of a shared box, but am getting the "Can not authenticate to IMAP server: AUTHENTICATE failed." error as in the original question. In the O365 admin center I can see the failed login attempt with message "Access has been blocked by Conditional Access policies. The access policy does not allow token issuance.". I've set the password, and verified by logging in directly with it. This leads me to believe its an issue on the O365 side, but I don't know what, as far as I can tell, no policies have been added or updated from the defaults.. Any help would be much appreciated.

        11 days later

        GiantTinyMidget Hi. We are using the same settings on our supportweb, except the user name of course :-), but get this error "TLS/SSL failure for outlook.office365.com: Unexpected TCP input disconnect". This came with the upgrade to 1.14.3, and it did work perfect before on osticket 1.12.x version. Have you struggled with this issue as well and solved it? Thansk for any answers that can help.

          3 months later

          Hi, it seems like this topic has been there for a while but I wanted to get back to it.

          Shared mailboxes are a feature in Office365 that, among other things, allow a single mailbox to be accessed by multiple authenticated users without the need to share credentials - which in fact would be a violation of most standards such as HIPAA or SOX. There should be no reason that osTicket should not support the use of a shared mailbox from that perspective.

          There have been some comments that people have got it to work and I wanted to understand how. If I specify the Username in osTicket email settings with the authenticated_user@domain\sharedmailbox the GUI will not allow me to save it claiming that it is an invalid login. If I change the \ to / it will accept that but unfortunately that is not how Office365 will accept the login.

          There were also some comments about changing include/class.mailfetch.php by changing the authentication methods but that does not seem to work either.

          Can someone from osTicket development/support comment on this?

          thanks

          Looking at this a bit more it seems that in fact, osTicket does have support for shared mailboxes.

          Looking at class.mailfetch.php line 55 actually shows that there is support for the authenticated_user@domain\sharedmailbox syntax.

          The issue seems to be in the UI where it does not allow you to specify the username using this syntax so wondering if others have seen this?

          BTW, we are running osTicket 1.15.1

          Thanks

            jgross-oba
            It seems it's working fine without any issue for GiantTinyMidget since April 2019
            You just need to make sure you put the correct user/password

              a year later

              Hello, ipf. Actually, your problem can be caused by the Unicode characters in your password. I recommend changing your password or as an alternative - trying another protocol than IMAP.

              If your email server supports POP3 connections that can also be a solution. https://support.microsoft.com/en-us/topic/authentication-fails-when-you-use-an-imap-server-in-outlook-2016-16273eaf-ec20-83f0-f25c-4277c722d42f you can find more information on how to change it.

              If you need more insights on MO365, please, use this link https colon slash slash www dot nakivo dot com slash microsoft-office-365-backup.

              The third possible solution is using the 2013 version of Outlook instead of the 2016 one. In the 2013 version, this issue never happens.

              removed embedded url that appears to have nothing to do with the rest of your post by ,making it human readable.

              This response looks like spam to me. The embedded URL has not be investigated or confirmed as safe or usable. You go to it at your own risk.

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