Individual agents unable to open encrypted email sent to a ticketing system email address

%3CLINGO-SUB%20id%3D%22lingo-sub-1253445%22%20slang%3D%22en-US%22%3EIndividual%20agents%20unable%20to%20open%20encrypted%20email%20sent%20to%20a%20ticketing%20system%20email%20address%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1253445%22%20slang%3D%22en-US%22%3E%3CP%3EWe're%20transitioning%20to%20using%20Office%20message%20encryption%20instead%20of%20a%203rd%20party%20email%20encryption%2C%20and%20running%20into%20issues%20with%20some%20recipients%20not%20able%20to%20open%20emails%20encrypted%20this%20way.%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20suspect%20that%20the%20issue%20is%20that%20the%20email%20is%20addressed%20to%20a%20generic%20mailbox%20at%20which%20feeds%20into%20a%20ticketing%20system%20at%20the%20receiving%20organization%2C%20but%20when%20an%20individual%20agent%20opens%20that%20ticket%20and%20tries%20to%20view%20the%20contents%20of%20the%20encrypted%20email%2C%20they%20are%20denied%20access%20because%20the%20email%20was%20not%20addressed%20to%20their%20individual%20user%20account.%26nbsp%3B%20In%20theory%2C%20they%20should%20need%20to%20log%20in%20as%20that%20shared%20email%20address%20to%20view%20the%20encrypted%20message%2C%20but%20that's%20easier%20said%20than%20done.%26nbsp%3B%3CBR%20%2F%3E%3CBR%20%2F%3EI'm%20sure%20many%20others%20must%20have%20run%20into%20this%20situation%20before.%26nbsp%3B%20How%20do%20you%20handle%20it%3F%26nbsp%3B%20%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-1253445%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EInformation%20Protection%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3ERights%20Management%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E
Regular Contributor

We're transitioning to using Office message encryption instead of a 3rd party email encryption, and running into issues with some recipients not able to open emails encrypted this way. 

 

I suspect that the issue is that the email is addressed to a generic mailbox at which feeds into a ticketing system at the receiving organization, but when an individual agent opens that ticket and tries to view the contents of the encrypted email, they are denied access because the email was not addressed to their individual user account.  In theory, they should need to log in as that shared email address to view the encrypted message, but that's easier said than done. 

I'm sure many others must have run into this situation before.  How do you handle it?   

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