Tracking button missing from Shared Mailbox

Question

Hello!

Hopefully someone can help as Uncle Google is not playing nicely with me!!

We are using a Hybrid Exchange 2010 / N365 environment.

One of our users who has Full permissions over a shared mailbox sends out options to vote or prompts for read receipts On Behalf / As this mailbox.

She is saying that when she checks the messages sent to the users, the tracking button is visible under her sent items but when she checks the message copied to the sent items folder of the shared mailbox, the tracking button is not present.

Is this normal behaviour or should it also be available on the message in the shared mailbox too?

Any help greatfully received!

Answer 1

Hello Rich,

Thank you so much for you updates and patience.

I tried to use both migrated user mailbox and shared mailbox to do the tests on my lab, and as far as I know the tracking button not appears in the sent items folder of the shared mailbox after any of the recipient voted/responded by default, even I tried to manually add the tracking button for the sent items folder for the shared mailbox, it is greyed out, when I double click the sent email to check it.

And based on my tests, I found the same scenario as you, the user's sent items would see the tracking button after the recipients responded, and also the responded emails received in the inbox folder of the shared mailbox would also could help us to track the response if you have the full access permission to open the shared mailbox in your Outlook ( click the sender responded: xx ). For your reference

Please feel free to let me know if you have any other concern, and also thanks for your understanding and patience.

Best Regards,

Oliver

Answer 2

Thank you for all your help, Oliver.

So it seems as if it's by design that we don't have the tracking option in a remote mailbox.

That's absolutely fine as now I have something to go back to my user with.

Have a great day.

A+ support :-)

Answer 3

Thanks you, Oliver.

Details sent as requested.

Answer 4

Hello Rich,

I am glad to help you here.

Based on your description, when the user tried to check her own sent item folder she could see the tracking button, however it not appears in the sent item folder of the shared mailbox. In this case first the vote/prompt read receipt feature are working. Considered you are in the Exchange Hybrid scenario, and I could find limited official article about your scenario. So, to further check the tracking in the shared mailbox, I'd like to collect

1. if the user mailbox is on-premises or Microsoft 365 Exchange Online mailbox?
2. if the shared mailbox is located on-premises or Exchange Online?

By the way, if you don't know the information above, please share the full email addresses of the user mailbox and the shared mailbox, I can help check the information above, thanks. To protect your privacy, I will send you a Private Message (PM) to collect it there, thanks.

Best Regards,

Oliver