Can I use transport rules or another feature in exchange online to accomplish the following:

When a customer sends an email to accounting@contoso.com, a shared mailbox, either in the To or CC field and other contoso employees are on To/CC that we only deliver to accounting@contoso.com and not jim bob and sally?

If this is possible then what would happen if we were to reply all from accounting@contoso.com?

Will jim bob and sally still show up in the To/CC field of the email that was delivered to accounting@contoso.com even though it was not delivered to them. Looking for visibility from the accounting@contoso.com mailbox.

Thank you in advance for your time and replies.

Edit: further clarification from the department requesting if this helps with the answer.

  1. Customer emails accounting@contoso.com, support@contoso.com, individual analysts, and other employees at customer's company. a. We end up with multiple email trails all responding to the customer, crossing over each other and ultimately creating confusion for the customer b. Support will do their part and then email accounting to ask them something – accounting already has a ticket, and a new one is created. i. The analyst might do the same ii. Customer support in India gets involved in this too
  • I don't understand the "From a customer" part - a sender will not be in To or CC header, a sender will be in From
    – dualed
    Feb 14 '19 at 17:07
  • accounting@contoso.com is in the to/cc field. sorry for the confusion. edited post for clarity.
    – kausner
    Feb 14 '19 at 18:21
  • About your updated question - Issues like yours are the reason why helpdesk systems exist and sell well (*hint)
    – dualed
    Feb 17 '19 at 15:04

Something like

If sender outside the organisation
 And To/cc contains accounting
Then delete
Except If recipient is accounting

Should work for the first part. No this should not affect the actual mail headers, but you could add an additional rule like

If Recipient is accounting
  And Sender is outside the organisation
  Remove header 'to'
  Add recipient to 'to' - 'accounting'

This replaces the 'to' header. Exchange is pretty particular about it's 'to' headers, so I actually would not be surprised if that one stopped working at some point.

Then, since at least the GUI does not support multiple actions of the same type within a single rule, you'll need yet-another-rule to remove the CC:

If Recipient is accounting
  And Sender is outside the organisation
  Remove header 'cc'

Absolutely test this first with a separate mailbox!

  • I don't understand why i would want to do the first part.
    – kausner
    Feb 14 '19 at 18:56
  • Well, it's been a bit, but as I understand it, transport rules apply to messages, not "mails", so if you have two addresses in "to", that makes two messages
    – dualed
    Feb 14 '19 at 19:05
  • alright i'll give it a try
    – kausner
    Feb 14 '19 at 19:16
  • looking through gui and powershell and can't figure out how to set "if recipient is not accounting", any thoughts?
    – kausner
    Feb 14 '19 at 19:34
  • Edited the answer - yeah there is no negation, but you can add an except-if which should act like that --- through GUI, don't know about Posh.
    – dualed
    Feb 15 '19 at 1:02

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