I have searched the forums, but cannot find an answer allied to our particular problem.
We have a tenant who for their business model has a service email account service@businessurl.com
that their customers and clients email work orders to 24 x 7.
Prior to us switching them over to Office 365 this did not present a problem, as on their mail server service was simply a mail box with a separate password. This was then added as either a pop3 account in mail software of the office staff or as an imap account in the phones of the onsite service/call-out staff.
Each message was received by multiple staff, the office staff who would then log and follow each job in their business software, and the service/call-out staff had a record of each job that was required to be actioned.
Enter Office 365 into the equation.
The office/management staff have Office 365 subscriptions, the support staff do not, as their point of reference to management is by sms and phone calls.
We can get the message to forward to each required office staff member by setting up a shared mailbox and setting a redirection rule to forward a copy of each incoming message to each individual Office 365 subscribers mailbox.
But since the shared mailbox is not an individual, and as such does not actually have a physical mailbox with a password access, how can we set up imap accounts on the service staff's phones so that each service worker can receive a copy of the emailed job request?
We cannot use one of the office staff accounts, otherwise the service staff will also get all other email that is going to that office staff member.
What is the correct way to set up accounts in this sort of scenario?
This we would imagine would be an extremely common scenario with most service companies and many other companies out there.