SSEO - Shared Inbox Support in SuperSync Email
Overview
SuperSync Email lets a licensed user log emails from a shared inbox into NetSuite. Starting with the October 2026 release (v1.79), every shared inbox address must be linked to an employee record in NetSuite, either as an alias on a licensed user or as its own licensed employee record.
The v1.79 release improved shared inbox logging. It added support for standalone mailboxes and aliases, so senders and recipients are matched to the correct NetSuite records and emails log properly to a Contact's parent record. See the SSEO release notes for details.
NetSuite Setup for Shared Inboxes
Each shared inbox address must be set up in NetSuite one of two ways.
Option | How to set it up | License needed |
|---|---|---|
Alias on a licensed employee | Add the shared address to the SuperSync Email Address Aliases field on the employee record of a licensed user who works from that mailbox. | No additional license |
Its own employee record | Create an employee record with the shared address in the Email field. Assign it a SuperSync Email license and profile. | One additional license |
Each shared address should be on only one active employee record, in either the Email field or the Aliases field. If the same address is on more than one employee record, the records can conflict, and the add-in may use a record that has no SuperSync Email profile.
Outlook Configurations
How the shared inbox is set up in Outlook also affects whether it works and whether it needs its own license.
Supported: Admin-created shared mailbox
- An administrator creates a shared inbox with its own email address in Outlook.
- The shared inbox is added to the licensed user's Outlook profile as a shared mailbox.
- The licensed user does not log in to the shared inbox account directly.
This has been observed to work without an additional license, as long as the shared address is added as an alias on the licensed user in NetSuite.
Requires an additional license: Separate login
- An administrator creates the shared inbox as a full Outlook account with its own credentials.
- The user logs out of their own Outlook account and logs in to the shared inbox separately.
Because this is a separate mailbox session, the shared inbox needs its own employee record with a SuperSync Email license and profile. See the second option under NetSuite Setup for Shared Inboxes.
Not supported: Outlook group mailboxes
- An Outlook group is created with its own email address.
- The mailbox is accessed through group membership, not a shared mailbox assignment.
SuperSync Email does not support logging emails from Outlook group mailboxes.
Untested
These configurations have not been fully tested, so compatibility can't be guaranteed:
- Hybrid Exchange environments
- Nested shared mailboxes
- Complex permission inheritance models
Troubleshooting
Most shared inbox errors come from how the shared address is linked to employee records in NetSuite.
Error message | What it means | Fix |
|---|---|---|
Unable to find employee with email address "[address]" | The shared address isn't on any active employee record. | Add it as an alias on a licensed employee, or create its own licensed employee record. |
No profile assigned to employee with "[address]" | The shared address is on more than one active employee record, and the add-in is using one without a SuperSync Email profile. The filter may show 0 and searches return no results. | Remove the shared address from the extra records so it's on only one. Make sure that record has a SuperSync Email profile. |
Check how a shared address is set up
A NetSuite admin can run an employee saved search:
- Go to Lists > Search > Saved Searches > New and choose Employee.
- On the Criteria tab, check Use Expressions, then add these filters:
- Inactive is false
- AND ( Email is [shared address]
- OR SuperSync Email Address Aliases contains [shared address] )
- On the Results tab, add these columns: Internal ID, Name, Email, SuperSync Email Address Aliases, SuperSync Email Profile.
- Click Preview.
Reading the results:
- No results: the address isn't linked. Set it up using one of the options in NetSuite Setup for Shared Inboxes.
- One result with a profile: setup is correct. Contact support if the error continues.
- More than one result: remove the shared address from the extra records, and make sure the remaining record has a SuperSync Email profile.
After any change, close and reopen the add-in.
Important Limitations
Shared inbox support is provided on a best-effort basis. There are hundreds of ways shared inboxes can be configured across Microsoft 365 tenants, and not all of them can be tested.
- Shared inbox behavior varies a lot depending on how the inbox is created and assigned in Outlook.
- SuperSync Email doesn't have full visibility into Microsoft's internal mailbox permission models.
- Functionality may differ between tenants, even when configurations look similar.
Test shared inbox logging in your own environment before relying on it in production.
