MyCase Customer Service: an expert, practical guide

Overview — what “customer service” means for MyCase users

MyCase customer service encompasses three distinct, measurable functions: reactive support (troubleshooting and ticket resolution), proactive client success (onboarding, training, and adoption), and account/billing management. For law firms the distinction matters: reactive support fixes daily flow issues (calendar sync, e-mail parsing), while client success drives operational ROI by aligning MyCase configuration to firm workflows and billable time capture.

When evaluating or engaging with MyCase support, treat it as a service-delivery contract. Ask for documented response-time targets, onboarding milestones, and what is included vs. billable professional services. Packaging and pricing change periodically — always confirm plan details at the official site (https://www.mycase.com) or via your account representative.

Primary contact channels and what to expect

MyCase commonly offers in-app chat, ticketed email support, and phone support for active subscribers; availability and phone numbers vary by plan and region. The fastest route for urgent operational issues is in-app chat (real-time) or the support portal linked from your account dashboard. For strategic items — integrations, bulk data export, or custom workflow requests — use the ticketing system so you get a written audit trail.

Before calling or opening a ticket, gather these items: account name and client ID, affected user(s), exact timestamps, browser/OS versions, and sample items (e.g., specific case number or invoice ID). This reduces triage time and shortens mean time to resolution.

Onboarding, training, and migrations — timelines and costs

Successful onboarding is a project: typical small-to-midsize law firms complete baseline setup in 2–6 weeks; larger firms or those migrating complex historical billing take 6–12 weeks. Core onboarding phases are kickoff (requirements capture), technical setup (users, roles, integrations like Outlook/Google/QuickBooks/LawPay), data migration (CSV/PDF imports of contacts, matters, and invoices), and training (admin + end-user sessions).

MyCase includes a baseline amount of training resources with subscriptions, but many firms purchase dedicated professional services for project-based work. Typical professional services investments range from a few hundred dollars for single-session training to several thousand dollars ($1,200–$6,000) for full migration and customized workflows. Always ask for a Statement of Work with fixed deliverables, timelines, and acceptance criteria.

Troubleshooting and escalation — step-by-step practical approach

Use a two-tier approach: (1) immediate operational triage and (2) formal escalation. For triage, collect error messages/screenshots, attempt a reproducible test case, and check the MyCase status page or support center for known incidents. If the issue blocks billing or court filing deadlines, flag it as high priority and request a phone call and timeframe for workaround.

If initial support does not resolve the issue within the published SLA, escalate: ask for ticket-level escalation to a senior support engineer, request an estimated time to resolution (ETR), and if necessary involve your account manager or client success lead. Document all communications and, for critical unresolved issues, request a written post-mortem and remediation plan.

Information to include in every support ticket

• Account name and account ID (from the MyCase dashboard), full description of the problem, and the business impact (e.g., “invoices cannot be sent; billing cycle delayed for 3 clients”).
• Steps to reproduce the problem and a minimal reproducible example: user, case ID, date/time, browser/OS version, and any error text or screenshot.
• Desired outcome and deadlines (e.g., “need workaround within 24 hours to meet client billing deadline”).

Integrations, data export, and compliance considerations

MyCase integrates with common law-firm services (email/calendar providers, LawPay, QuickBooks and various document storage tools). For integrations, verify whether the connection is native or via API/third-party connector, and who bears responsibility for data mapping and reconciliation. Ask support for sample mapping templates and a dry-run export/import before doing cutover work.

Data exportability is a critical support topic: confirm the available export formats (CSV for contacts and matters, PDF for documents and billing statements, and full backup options) and request a test export to validate that metadata, billable time entries, and trust account ledgers are intact. For compliance (HIPAA/GLBA), request written statements of security controls and any compliance attestations; do not rely on oral promises.

Measuring support quality and maintaining accountability

Set measurable KPIs with MyCase support: average first response time, average time to resolution by priority, and percentage of issues resolved in first contact. Track these monthly for the first 3–6 months after onboarding and include them in quarterly reviews with your account manager. Keep a rolling log of high-impact tickets and the resolution date — this is invaluable for renewal discussions or negotiating improved terms.

Finally, maintain internal procedures that make support interactions efficient: standardize who on your team opens tickets, retain templates for frequent requests (billing disputes, refunds, data exports), and schedule quarterly health checks with your MyCase customer success contact to review usage data, security posture, and upcoming product roadmaps.