CallRail → MyCase Integration Logging Calls as “Resolved”

The issue is with the native CallRail → MyCase integration. Currently, all calls are logged in the MyCase Call Log as “Resolved.”

From our perspective, this makes the integration far less useful. A call log should allow us to actively manage and track calls, but if every call is automatically resolved, there is no way to manage them in a meaningful workflow. What we really need is for incoming calls to be logged as unresolved so that our team can take action on them.

So far, both CallRail and MyCase support have confirmed this behavior is “as designed” and have directed us toward creating our own workaround using Zapier or custom API development. This creates added cost and complexity for something that seems like it should be handled within the integration itself.

I kindly ask both teams to please escalate this to your respective product or integrations teams for review. At the very least, the ability to choose a default status for incoming calls (Resolved vs. Unresolved) would make the integration much more practical for firms.

We value both CallRail and MyCase, but as things stand, the integration does not serve the intended purpose of a call log. I would greatly appreciate your teams working together on a fix or adjustment so this tool works as expected.

Thank you in advance for reviewing this concern, and I look forward to hearing how we can move forward.