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Open a staff member's mailbox without their password (Impersonate User)

Updated For SmarterMail Build 7692

Baca dalam Bahasa Melayu

As the domain admin, you can open any staff mailbox in your domain with Impersonate User, so you no longer need to reset their password and log in as them. Use it when someone is on leave or has left and you need to set up forwarding or an autoresponder, share folders with a colleague, or find an order email.

  1. Log in to webmail with your domain admin account.
  2. Click Domain Settings in the top bar, then Accounts in the left menu.
  3. Tick the box next to the staff member’s account.
  4. Click the … (Actions) button, then choose Impersonate User.
  5. Their mailbox opens. Do what you need, for example set up forwarding or an autoresponder. For a staff member who has left, follow When a staff member leaves. To give the address to a replacement, see Change a user’s email address.
  6. When you finish, sign out of the impersonated session and sign back in as yourself.

Use it with care

Section titled “Use it with care”

Opening someone’s mailbox lets you read their private mail. Only do it with a clear business reason, and make sure your staff know that admins can open their mailboxes. A line in your staff handbook or IT policy is enough. Do not read or change anything you do not need.

Still stuck

Section titled “Still stuck”

WhatsApp our support team at +60 16-916 3324.

Common issues

Do I need to change the staff member's password to get into their mailbox?

No. As the domain admin, use Impersonate User under Domain Settings > Accounts. Their password stays the same, so their phone and laptop keep working. If you do want them to pick a new one, see Make a user choose a new password.

I cannot see Impersonate User. Why?

It is only in Domain Settings, which only domain admins can see. Log in with your admin account, or ask your admin to do it for you.

Will the staff member know I opened their mailbox?

Do not count on them being told automatically. Tell your staff in advance that admins can open mailboxes for business reasons, and only do it when you have one.

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