Shared Mailboxes enable collaborative email management by allowing multiple team members to access, respond to, and comment on emails. This enhances teamwork and improves customer support efficiency, without flooding individual mailboxes.    

Note: This article explores accessing Shared Mailboxes in the Trident desktop app. Click here for the Zoho Mail web app's help documentation.

Shared mailboxes created from the Zoho Mail web app can be accessed in Trident's left pane under the Shared Mailboxes section.

Shared Mailboxes have three folders, apart from the folder containing the incoming emails:

• Archived

• Spam

• Trash

Notes:

1. In the Trash and Spam folders, emails can neither be assigned nor followed.

2. By default, the incoming and outgoing emails will be in the conversation mode. Hence, the Sent folder isn't available.

3. Email filters created for the personal accounts do not extend to the Shared Mailboxes.
   

Shared mailboxes come with three levels of permission as described below.

• Admin: Creates and manages the shared mailbox from the Admin Console, assigns moderators, adds and removes members, sets permissions, and configures mailbox rules.

• Moderator: Manages the shared mailbox activities such as assigning emails, deleting emails, approving incoming emails (if moderation is enabled).

• Member: Handles email conversations by reading, replying to, and sharing emails.

Note: In Trident, users can only view and access shared mailboxes based on their roles and permissions. Shared mailbox configurations must be executed from the Zoho Mail web app. 

Email Management Actions for Moderators and Members

   The detailed list of actions available for moderators is below:

• Mark an email as read or unread

• Mark an email as spam or not spam

• Archive and unarchive emails

• Delete and restore emails

• Filter emails based on whether they are unread, have attachments, are tagged, assigned, or assigned to a specific person, or unassigned.

• Assign and unassign emails to teammates

• Follow emails

• Copy email permalinks

• Reply to all and forward emails

• Open emails in Reader View and new window

• Print emails

• Edit emails as new

• Share the email via Streams and comment, like, and share attachments

• Download attachments

Most of the email management actions available for moderators are also applicable to members, barring the ones listed below:

• Mark an email as spam or not spam

• Archive and unarchive emails

• Delete and restore emails

Note: Deleted emails and those marked as spam will be moved to the Trash and Spam folders, respectively. They can only be restored by moderators. If no action is taken, after 30 days, they'll automatically be deleted permanently.  

For detailed information, refer to these articles below:

• Viewing, responding to, and sharing emails in Trident (Windows)

• Managing emails in Trident (Windows)
  

 Restricted Email Management Actions in Shared Mailboxes  

  The following email management actions are restricted in Shared Mailboxes:

• Setting reminders

• Snoozing emails

• Scrubbing emails (bulk archiving and deleting emails from specific senders)

• Moving emails from one folder or subfolder to another

• Flagging and unflagging emails

• Creating filters, calendar events, or tasks from entire emails

• Forwarding emails as attachments in .eml formats

• Saving emails in .html and .eml formats

Notes:

1. Users who are not part of the organization cannot be granted access to shared mailboxes.

2. Shared Mailboxes can't be created for external email accounts configured via Outlook, Gmail, etc.  
   

Searching in Shared Mailbox 

To search for emails in a shared mailbox:

1. In the search bar, look for the "in shared mailbox" parameter.

2. Choose the desired shared mailbox from the list.

3. Type in the search keywords.

4. Hit Enter.