Microsoft 365 - Convert a Service Account to a Shared Mailbox
Microsoft 365 shared mailboxes allow multiple people to access the same mailbox. Common use cases include shared departmental information, customer support email address, reception desk, and other roles or functions that require shared communication. This document explains how to convert a service account to a shared mailbox and what to keep in mind before the conversion.
Why should I convert a service account to a shared mailbox?
- More secure: Shared mailboxes do not have a password that can be compromised.
- No expiration or renewal required: Unlike Service Accounts, Shared Mailboxes do not expire. They stay active as long as one person has access or a valid email forward is set. Learn about service account life-cycle.
- Saves the University money: Long term we expect Microsoft will require service accounts to use a paid license. By choosing a Shared Mailbox over a Service Account, you help save the university from future licensing costs.
What information is preserved when converting a service account to a shared mailbox?
- First & Last Name are preserved in the Display Name
- Any alternate addresses on the service account
- Mailbox permissions
- Calendar permissions
- Forwarding
- Inbox rules
- Safe/blocked senders lists
Note: After the service account is converted, it can no longer be used to access any other campus service and it cannot be converted back.
Convert a service account to a shared mailbox account
Before starting the conversion:
- Notify all users with access to the service account to stop using it until you confirm the conversion is complete.
- Verify if the service account has access to other campus services (e.g, Google, Zoom). If it does, those accounts (e.g., Zoom service account) and its data might be deleted when the service account is converted. Data recovery is not guaranteed.
- Highly recommended: Start and complete the conversion during off hours to minimize service disruption.
Reminder: Once a service account is converted into a shared mailbox, it cannot be converted back.
Steps:
- Log into Wisc Account Administration site as a domain administrator.
- Search for the service account.
- Expand the "Account Administration" section and click Renewal.
- Scroll to the bottom of the page and click 'Convert Service Account to Shared Mailbox' link.
- On the confirmation page, review the information and then click the check box next to "I understand that converting this Service Account to a Shared Mailbox is permanent and irreversible."
- Next, click Convert to Shared Mailbox button.
Note: Wait at least 60 minutes before notifying users that the conversion is complete. After the conversion, the account will appear in the “Shared Mailbox Listing” section of the Wisc Account Administration site.