Karbon’s Shared Triage solution requires the email account to be a primary email with a password e.g. you can log into an inbox to manage it. Google groups or Outlook’s Shared Mailbox email accounts cannot be added to a Shared Triage. To add these, you will need to create them as primary email accounts before being able to add them to the Shared Triage.
Converting a Google Group
Access your Admin console and on your left, click on Directory > Groups or search for the Group and click the Group name.
On your right, click on Group information.
Click on Group Details and change the email address as an example to rename it from groupname@example.com to groupname1@example.com
Click on Save
Now the email address was released from the group and can be used to create a new user, please proceed.
Converting a Shared Mailbox
The user mailbox needs a license assigned to it before you convert it to a shared mailbox. Otherwise, you won't see the option to convert the mailbox.
Go to the Exchange admin center.
Select Recipients > Mailboxes.
Select the shared mailbox. On the Others tab, select Convert to regular mailbox.
Select Confirm on the Convert mailbox from shared to regular page.
Go back to the admin center. Under Users, choose the user account associated with the old shared mailbox. Assign a license to the account, and then reset the password.
It will take a few minutes for the mailbox to get set up, but after that, the person who's going to use that account is ready to go. When they sign in, they'll see the email and calendar items that used to be in the shared mailbox.