can't pull from office 365 alias email address

can't pull from office 365 alias email address

we recently moved to office 365 and one of our alias emails we can't pull from the mailbox

see attached screenshot.  i changed the names..

main account works fine, but second email " helpdesk2@domain.com"  doesn't seem to work.  

helpdesk@domain.com has full mailbox access to helpdesk2@domain.com


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