MyCase

This article explains how the MyCase integration works in VXT, including how to connect it, where notes are saved, and common limitations like issues with case search, syncing, and time entries.

In this article, we’ll cover:

• How to connect the MyCase integration
• Problems with MyCase
  • The case I’m searching for isn’t showing up in VXT
  • Where are my notes saved?
  • Why don’t we save calls to case call logs under the communications tab?
  • Why is the time entry note in MyCase different from the call note in VXT?
  • Why doesn’t SMS sync work for leads?
  • Why can’t we log time entries for unanswered calls?

How to connect the MyCase integration

The case I’m searching for isn’t showing up in VXT

MyCase does not allow integration partners like VXT to search your cases. To work around this, we ask MyCase to send VXT all of your cases that have been updated in the last 30 days and then allow users to search those cases in VXT. Since MyCase doesn't specify what counts as an "updated" case, your case might not appear even if you've recently worked on it. If you encounter this issue, please contact the MyCase support team to report it.

Where are MyCase notes saved?

Here’s where to find them:

• Contact notes: call-related notes are stored under Communications → Call Log

• Case notes: case-specific notes are found under Cases → Case Details → Items & Info → Notes

  

• Time entries: notes related to time entries are stored under Cases → Case Details → Time & Billing → Time Entries

   

Why don’t we save calls to case call logs under the communications tab?

Calls are not saved directly under Cases -> Case Details -> Communications -> Call Log due to limitations with the MyCase API. MyCase doesn't automatically link calls to case-specific logs in the communications tab. If you need to associate calls with a specific case, you will need to manually log them under case details or contact records.

Why is the time entry note in MyCase different from the call note in VXT?

Any discrepancies between time entry notes in MyCase and call notes in VXT exist because time entry notes in MyCase are typically visible to clients. As a result, MyCase only carries over general, non-sensitive information about the call or time spent. On the other hand, VXT can store detailed internal notes that may not be suitable for client-facing records. For this reason, detailed call notes from VXT are not replicated exactly in MyCase time entries.

Why doesn’t SMS sync work for leads?

SMS syncing for leads is not currently supported by the MyCase API. If you're trying to sync text messages for leads, it may not be possible to do so automatically.

Why can’t we log time entries for unanswered calls?

Because of API limitations, MyCase cannot create time entries for unanswered calls. Since there is no call duration associated with an unanswered call, the system cannot register time for it.