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

Hello,

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?

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Isaac Jose

Hello,

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:

Verify your version of the Outlook Client app, and update to the most recent version if necessary (Outlook Updates: https://docs.microsoft.com/en-us/officeupdates/outlook-updates-msi)
Uninstall and reinstall the Smartsheet for Outlook Add-In from the Microsoft Store to ensure you're on the most recent version (Smartsheet for Outlook Add-In https://store.office.com/en-us/app.aspx?ui=en-US&rs=en-US&ad=US&assetid=WA104379434&appredirect=false). You may need to restart your computer after reinstalling the add-in for the changes to take effect

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

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