Outlook desktop Add-in doesn't work with shared mail boxes

edited 12/09/19 in Smartsheet Basics


I have installed the add-in for Outlook desktop but the Smartsheet button in the ribbon only appears on on my User email mail box - when I switch to our shared mail box folder it disappears. This is a big problem as all our incoming orders are addressed to the shared mail box. 

It works fine across all mailboxes on the Outlook web app. 


Can you help please? 


  • Isaac Jose
    Isaac Jose Employee


    Thanks for your post! It sounds like you're unable to use the Outlook Add-In with your Shared Mailbox while logged into the Outlook Client app, but you are able to use it with the Outlook Web app. To troubleshoot this, I recommend the following:

    Note that, if you're using Outlook through an on-premise Exchange 2013+ server, you may need to use the Outlook Web app in order to use the add-in with your shared mailbox due to differences in the API's between the Web app and Exchange Client app.

    If you need further assistance with this, I recommend submitting a new ticket with the Support Contact Form at https://help.smartsheet.com/contact. In your ticket, include a link to this article, your current Outlook Client version number, your Operating System version number, and any details you have about whether you're on an on-premise Exchange 2013+ server, and the next support agent will be happy to assist.


    Kind regards,


    Isaac J

    Smartsheet Technical Support