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Best answer

Microsoft Outlook "New Email in Shared Mailbox" trigger not loading any test records

  • February 20, 2026
  • 4 replies
  • 19 views
lamatekinc
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I am running into an issue with this trigger for a new shared mailbox message. I am not able to see any record in the test data that I forward or send to the inbox from the authenticated account used in the zap. If I switch connections to another account, I can then see the forwarded message. This is a viable workaround for now but I don’t believe this is working as intended. The biggest issues with this is I don’t want to put the account that can work to authenticate the zap on the shared mailbox as a user or owner or set up advanced graph properties. 

Best answer by Troy Tessalone

Hi ​@lamatekinc 

Help links for using Outlook in Zaps: https://zapier.com/apps/microsoft-outlook/integrations#help

 

If you suspect there is an issue, try opening a ticket with Zapier Support: https://zapier.com/app/get-help

4 replies

Troy Tessalone
Zapier Orchestrator & Solution Partner
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  • Troy TessaloneZapier Orchestrator & Solution Partner
  • Zapier Orchestrator & Solution Partner
  • Answer
  • February 20, 2026

Hi ​@lamatekinc 

Help links for using Outlook in Zaps: https://zapier.com/apps/microsoft-outlook/integrations#help

 

If you suspect there is an issue, try opening a ticket with Zapier Support: https://zapier.com/app/get-help

⚡ Troy Tessalone - AutomationAce.com | Top Zapier Solution Partner | #1 Zapier Community Contributor
drtanvisachar
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  • drtanvisacharZapier Solution Partner
  • Zapier Solution Partner
  • February 21, 2026

Hello ​@lamatekinc 
This is usually a permissions issue with the Microsoft 365 connection.

For the New Shared Mailbox Message trigger to pull emails, the authenticated account needs proper access to that shared mailbox. In most cases, that means Full Access permission in Microsoft 365. Simply being able to view it in Outlook is not always enough for the API.

The reason it works with the other connection is likely because that account already has the required permissions.

I recommend:

  1. Confirm the Zap connection account has Full Access to the shared mailbox.

  2. Make sure test emails are landing in the shared mailbox Inbox.

  3. Send a brand new email and then click Test trigger again.

If you cannot grant the needed permissions, using a connection tied to an account that already has access is the supported workaround.

Dr. Tanvi Sachar
Monday Certified Partner, Tuesday Wizard

Zapier Solutions Partner-Tuesday Wizard
AutomateMyBiz
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Did you try again and are facing the same issue? It often happens due to some bugs but often get resolved after a while.

 

If you’re still stuck then DM me and I can assist you further at no cost

 

Fahad S

Founder @ AutomateMyBiz.ai. | Zapier Platinum Partner
 

Zapier Platinum Solution Partner @AutomateMyBiz.ai | 15,000+ Automations Built | Team of 15
lamatekinc
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  • lamatekincTinkerer
  • Author
  • Tinkerer
  • February 23, 2026

I appreciate the suggestions ​@drtanvisachar but the account I’m authenticating the zap with is shared mailbox owner and member and I can see all other messages sent to the shared mailbox in the trigger except for any that are sent from the same account (mine) that authenticates the zap. If I siwitch the zap connection to another user that has mailbox permissions, all my emails are available. 

So effectively, the trigger isn’t picking up any forwards from my mailbox to the shared mailbox and I just wanted to confirm that isn’t expected behavior for some reason, which I gather by all of your responses that this is not expected so I’ll take Troy’s suggestion and open a ticket. Thank you all! 

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