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Practices","best-practices","Practical guides for IT teams: which tier-1 tickets can be automated, how clean escalation works and where automation projects usually fail.",0,[219],{"id":220,"documentId":213,"locale":221,"slug":215},1,"de",{"id":24,"documentId":223,"name":224,"slug":225,"description":226,"sortOrder":217,"seo":10,"localizations":227},"daeexfxy2hlc2jz184jt5f1h","Insights & Trends","insights-and-trends","Numbers and analysis on IT support: what a ticket really costs, how level-1 work is changing and what AI in the helpdesk delivers today.",[228],{"id":229,"documentId":223,"locale":221,"slug":230},5,"insights-und-trends",{"id":232,"documentId":233,"name":234,"slug":235,"description":236,"sortOrder":217,"seo":10,"localizations":237},3,"tqo7twk191qknrs7tt4z4r9h","Product Updates","product-updates","What is new in supersupport.ai: agent, dashboard, integrations and security features, straight from the closed beta.",[238],{"id":4,"documentId":233,"locale":221,"slug":235},{"id":240,"documentId":241,"title":242,"slug":243,"excerpt":244,"content":245,"publishedDate":782,"readingTime":229,"featured":47,"aiDisclosure":21,"createdAt":783,"updatedAt":784,"publishedAt":785,"locale":14,"coverImage":786,"category":820,"tags":821,"localizations":822,"author":826,"seo":852},1171,"bxbgtkjf3sy6pcl0k1ehqmwy","Former Employee Mailbox: What to Do in Microsoft 365","former-employee-mailbox","An employee leaves the company: what happens to their mailbox? Forwarding, shared mailbox, license and data protection in Microsoft 365, step by step.",[246,252,256,260,265,271,294,298,350,354,358,400,404,409,413,419,423,427,435,439,451,455,459,463,467,471,475,489,493,497,501,509,519,523,527,531,535,554,560,564,570,586,590,596,620,624,628,663,673,716,720,738,742,746,750,754,758,762,766,770,774,778],{"type":247,"children":248},"paragraph",[249],{"type":250,"text":251,"bold":21},"text","The colleague is gone, but their mailbox isn't. And customer inquiries are still landing there.",{"type":247,"children":253},[254],{"type":250,"text":255},"\"Please forward Mr. …'s emails to our office address starting Friday.\" That was the short request a planning firm sent to its IT service provider. An employee was leaving the company, and his emails shouldn't go nowhere. What was then carried out was considerably more than forwarding: redirection with an end date, user disabled, permissions and groups removed, mailbox converted to a shared mailbox, hidden from the address book, license removed.",{"type":247,"children":257},[258],{"type":250,"text":259},"That list is exactly the point. When an employee leaves, it isn't just about emails, but about access, data and costs. Here is the process in Microsoft 365.",{"type":261,"level":25,"children":262},"heading",[263],{"type":250,"text":264},"What should happen to the mailbox?",{"type":247,"children":266},[267,269],{"type":250,"text":268,"bold":21},"In most cases: convert it to a shared mailbox.",{"type":250,"text":270}," That has three advantages:",{"type":272,"format":273,"children":274},"list","unordered",[275,282,288],{"type":276,"children":277},"list-item",[278,280],{"type":250,"text":279,"bold":21},"The emails are kept",{"type":250,"text":281},", which matters for customer history, quotes and orders.",{"type":276,"children":283},[284,286],{"type":250,"text":285,"bold":21},"Authorized colleagues can access it",{"type":250,"text":287}," without knowing the former employee's password.",{"type":276,"children":289},[290,292],{"type":250,"text":291,"bold":21},"The license becomes free",{"type":250,"text":293},", since shared mailboxes don't need their own license up to 50 GB.",{"type":247,"children":295},[296],{"type":250,"text":297},"Simply deleting the mailbox, by contrast, is risky: once the recovery period expires, the emails are gone.",{"type":299,"image":300,"children":347},"image",{"id":301,"documentId":302,"name":303,"alternativeText":304,"caption":10,"width":305,"height":306,"formats":307,"hash":342,"ext":311,"mime":312,"size":343,"url":344,"previewUrl":10,"provider":345,"createdAt":346,"updatedAt":346},3149,"dhtfo5yeak026c83w8gturnb","postfach-ausgeschiedener-mitarbeiter-glance-en.webp","Former Employee Mailbox: What to Do in Microsoft 365 – at a 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1: Block sign-in and end sessions",{"type":247,"children":355},[356],{"type":250,"text":357,"bold":21},"Close access first, on the last working day, not weeks later.",{"type":272,"format":273,"children":359},[360,376,382,388,394],{"type":276,"children":361},[362,364,366,367,368,370,372,374],{"type":250,"text":363,"bold":21},"Microsoft 365 admin center",{"type":250,"text":365}," › ",{"type":250,"text":68,"bold":21},{"type":250,"text":365},{"type":250,"text":369,"bold":21},"Active users",{"type":250,"text":371}," › user › ",{"type":250,"text":373,"bold":21},"Block sign-in",{"type":250,"text":375},".",{"type":276,"children":377},[378,380],{"type":250,"text":379,"bold":21},"Sign out of all sessions",{"type":250,"text":381},", so that signed-in phones and browsers are disconnected too.",{"type":276,"children":383},[384,386],{"type":250,"text":385,"bold":21},"Reset the password",{"type":250,"text":387}," in case it is saved somewhere.",{"type":276,"children":389},[390,392],{"type":250,"text":391,"bold":21},"Mobile devices:",{"type":250,"text":393}," remove or reset them in Exchange or Intune (wipe company data).",{"type":276,"children":395},[396,398],{"type":250,"text":397,"bold":21},"On-premises Active Directory",{"type":250,"text":399},": disable the account if it is synced.",{"type":247,"children":401},[402],{"type":250,"text":403},"With PowerShell (Microsoft Graph):",{"type":405,"children":406},"code",[407],{"type":250,"text":408},"Connect-MgGraph -Scopes \"User.ReadWrite.All\"\nUpdate-MgUser -UserId \"mitarbeiter@beispiel.at\" -AccountEnabled:$false\nRevoke-MgUserSignInSession -UserId \"mitarbeiter@beispiel.at\"",{"type":261,"level":25,"children":410},[411],{"type":250,"text":412},"Step 2: Remove groups and permissions",{"type":247,"children":414},[415,417],{"type":250,"text":416,"bold":21},"Over the years, an account collects many groups:",{"type":250,"text":418}," distribution lists, Teams, SharePoint sites, drive shares, VPN access, applications. In the real-world case, there were a good dozen groups, from \"All employees\" through project groups to access for remote access and applications.",{"type":247,"children":420},[421],{"type":250,"text":422},"Remove them all, and document them first in case a successor needs the same permissions:",{"type":405,"children":424},[425],{"type":250,"text":426},"Get-ADUser \"mitarbeiter\" -Properties MemberOf | Select-Object -ExpandProperty MemberOf",{"type":247,"children":428},[429,431,433],{"type":250,"text":430},"Don't forget: ",{"type":250,"text":432,"bold":21},"access outside Microsoft 365",{"type":250,"text":434},": line-of-business software, online portals of suppliers and banks, cloud services, shared passwords that the employee knew.",{"type":261,"level":25,"children":436},[437],{"type":250,"text":438},"Step 3: Convert the mailbox",{"type":247,"children":440},[441,442,444,446,448,450],{"type":250,"text":363,"bold":21},{"type":250,"text":443}," › Users › ",{"type":250,"text":445,"bold":21},"Mail",{"type":250,"text":447}," tab › ",{"type":250,"text":449,"bold":21},"Convert to shared mailbox",{"type":250,"text":375},{"type":247,"children":452},[453],{"type":250,"text":454},"With PowerShell:",{"type":405,"children":456},[457],{"type":250,"text":458},"Connect-ExchangeOnline\nSet-Mailbox -Identity \"mitarbeiter@beispiel.at\" -Type Shared",{"type":247,"children":460},[461],{"type":250,"text":462},"Then grant permissions to the colleagues who need access:",{"type":405,"children":464},[465],{"type":250,"text":466},"Add-MailboxPermission -Identity \"mitarbeiter@beispiel.at\" -User \"nachfolger@beispiel.at\" -AccessRights FullAccess -AutoMapping $true",{"type":261,"level":25,"children":468},[469],{"type":250,"text":470},"Step 4: Forwarding or automatic reply",{"type":247,"children":472},[473],{"type":250,"text":474,"bold":21},"Two ways to keep emails from going nowhere:",{"type":272,"format":273,"children":476},[477,483],{"type":276,"children":478},[479,481],{"type":250,"text":480,"bold":21},"Way: Forwarding to colleagues or a central address",{"type":250,"text":482}," – Advantage: nothing gets lost; Disadvantage: private or confidential emails also end up with the colleague",{"type":276,"children":484},[485,487],{"type":250,"text":486,"bold":21},"Way: Automatic reply naming a new contact person",{"type":250,"text":488}," – Advantage: senders know right away, more privacy-friendly; Disadvantage: senders have to write again",{"type":247,"children":490},[491],{"type":250,"text":492},"The combination often makes sense: an automatic reply for everyone, plus time-limited forwarding of business emails to a central address.",{"type":247,"children":494},[495],{"type":250,"text":496,"bold":21},"Set up forwarding:",{"type":405,"children":498},[499],{"type":250,"text":500},"Set-Mailbox -Identity \"mitarbeiter@beispiel.at\" -ForwardingAddress \"office@beispiel.at\" -DeliverToMailboxAndForward $true",{"type":247,"children":502},[503,505,507],{"type":250,"text":504},"With ",{"type":250,"text":506,"code":21},"-DeliverToMailboxAndForward $true",{"type":250,"text":508},", a copy stays in the mailbox, so everything remains traceable.",{"type":247,"children":510},[511,513,515,517],{"type":250,"text":512,"bold":21},"Important:",{"type":250,"text":514}," Exchange has ",{"type":250,"text":516,"bold":21},"no built-in expiry date",{"type":250,"text":518}," for forwarding. Set a fixed date, in the ticket system or calendar, on which the forwarding is removed. In the real-world case, exactly that was done.",{"type":247,"children":520},[521],{"type":250,"text":522,"bold":21},"Automatic reply with a time period:",{"type":405,"children":524},[525],{"type":250,"text":526},"Set-MailboxAutoReplyConfiguration -Identity \"mitarbeiter@beispiel.at\" -AutoReplyState Scheduled `\n  -StartTime \"2026-10-01\" -EndTime \"2026-12-31\" `\n  -ExternalMessage \"Mr. … is no longer with the company. Please contact office@beispiel.at.\" `\n  -InternalMessage \"No longer with the company. Please contact office@beispiel.at.\"",{"type":261,"level":25,"children":528},[529],{"type":250,"text":530},"Step 5: Hide from the address book and remove the license",{"type":405,"children":532},[533],{"type":250,"text":534},"Set-Mailbox -Identity \"mitarbeiter@beispiel.at\" -HiddenFromAddressListsEnabled $true",{"type":247,"children":536},[537,539,541,543,545,547,553],{"type":250,"text":538},"Then, in the admin center under ",{"type":250,"text":540,"bold":21},"Licenses and apps",{"type":250,"text":542},", remove the license, ",{"type":250,"text":544,"bold":21},"only after the conversion",{"type":250,"text":546},", otherwise the mailbox is deleted when the grace period expires. What happens when licenses drop away unplanned is described in ",{"type":548,"url":549,"children":550},"link","\u002Fen\u002Fblog\u002Foutlook-stuck-on-loading-profile",[551],{"type":250,"text":552},"Outlook hangs on “Loading Profile”",{"type":250,"text":375},{"type":247,"children":555},[556,558],{"type":250,"text":557,"bold":21},"Exceptions:",{"type":250,"text":559}," Mailboxes over 50 GB, with an archive or with a retention policy (such as a litigation hold) still need a suitable license.",{"type":261,"level":25,"children":561},[562],{"type":250,"text":563},"What about OneDrive and the files?",{"type":247,"children":565},[566,568],{"type":250,"text":567,"bold":21},"OneDrive data is part of this too.",{"type":250,"text":569}," When the license is removed or the account is deleted, OneDrive is only kept for a limited time. Beforehand:",{"type":272,"format":273,"children":571},[572,580],{"type":276,"children":573},[574,576,578],{"type":250,"text":575},"Give the manager or successor ",{"type":250,"text":577,"bold":21},"access to the OneDrive",{"type":250,"text":579}," (offered in the admin center when deleting the user) or move the files to a Teams or SharePoint location.",{"type":276,"children":581},[582,584],{"type":250,"text":583,"bold":21},"Check sharing",{"type":250,"text":585},": files the employee shared with external partners.",{"type":261,"level":25,"children":587},[588],{"type":250,"text":589},"What does data protection say?",{"type":247,"children":591},[592,594],{"type":250,"text":593,"bold":21},"The mailbox can also contain private or confidential emails.",{"type":250,"text":595}," Therefore:",{"type":272,"format":273,"children":597},[598,604,610,614],{"type":276,"children":599},[600,602],{"type":250,"text":601,"bold":21},"Set the rules in advance",{"type":250,"text":603},", ideally in an IT policy that every employee knows (whether private use is allowed or not, what happens when someone leaves).",{"type":276,"children":605},[606,608],{"type":250,"text":607,"bold":21},"Limit access",{"type":250,"text":609}," to the people who need it for business.",{"type":276,"children":611},[612],{"type":250,"text":613,"bold":21},"Put a time limit on forwarding.",{"type":276,"children":615},[616,618],{"type":250,"text":617,"bold":21},"Observe retention periods",{"type":250,"text":619}," before the mailbox is permanently deleted. 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