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• Shared mailboxes have an email address that you can receive email to and send email from.
• Shared email addresses are limited to 8 characters.
• Your personal email and your shared email will be kept entirely separate - it is like having a secondary email account.
• The email address for shared mailboxes is limited to 8 characters. 
• This is a simple solution when you want a general email inbox for a group of users

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• You will see the additional mailbox as a separate account within Outlook, below your main account
• Takes a few days to set up

Moira Groups/Moira Lists

• Moira groups redirect email to your kerberos (or non-MIT) email address. It is essentially an alias.
• There is a much longer character limit for email addresses (I'm not sure of the exact limit but I haven't run into it)
• lists forward email to another email address. For example, email sent to your-list-name@mit.edu can be forwarded to your-keberos@mit.edu.
• Mail can be forwarded to any email address - it does not need to be an @mit.edu email account
• There is a 255-character(?) limit for moira list email addresses
• Because email sent to the Moira list will be forwarded to your personal email account, moira list emails will be mixed together with your personal emails. You can configure Outlook rules to automatically organize moira list emails into foldersEmails sent to the group email address and your personal emails will be mixed together. It is possible to use Outlook rules to automatically organize them.
• You can send mail FROM a Moira group list using impersonation, but this requires the use of a separate email client (such as Thunderbird). See this kb article for setup instructions.
• If you do not set up mail to send from a moira groupthunderbird, replies to email moira list emails will come from your personal kerberos account.
  
  • This may make tracking issues as a team difficult, because your peer will not see that you have already responded
  • Your replies will be kept on your local computer only, not on the cloud since there is no real account to store them with
• Receiving email at this address is very easy to set up; sending email from this address is possible but convolutedtakes a little bit of effort

Ticketing/Help Desk System

• A third approach is to use a ticket ticketing system, which uses such as ServiceNow
• Ticketing systems are superior when you expect to receive a lot of requests that have tasks associated with them (E.g. You are being asked to provide support to a group, you need to coordinate reservations, etc...)
• Emails are sent to a moira group email , then address and processed by the ticketing system, which . The system then notifies you about the inquiry (and any replies to the thread) via email at your Kerberos account.
• You can reply to these notification emails when responding to the user from the ticketing system just as you would respond to them directlya user directly and they will receive the email
• All related emails are associated with the specific ticket
• All correspondence can be viewed on the ServiceNow website, and you can made additional notes that are not visible to the client
• Tickets can have statuses (Open, On Hold, Closed...) as well as custom categories (Work Request/AV, Work Request/Printer Setup, etc...)
• Provides substantial reporting capabilities (See the number of requests, when they come in, the type of requests, average time to resolution...)

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