INBOX - Missing case

Content by: Adrien Crouzet
Approved by:  Cecile Peyrot

Last Update: 03/07/2023

If a customer complains that they don't find cases in their Inbox, here are a few things you must check.

1- Auto Accept & Auto Download

The first thing to check is if the Auto Accept box is unchecked. When this checkbox is activated, all new cases that are subcontracted to you are automatically accepted, and therefore cases are directly imported in order management without showing in the inbox. It is preferable to disable this feature and accept each case manually.

We also recommend to uncheck Auto Download.

ps: after modification, remember to save in the bottom right corner

2- 3Shape Communicate cases

If the missing cases are from 3Shape communicate, go to the 3shape communicate portal, and verify if the cases have been accepted. Once the cases are accepted they will not be displayed in the Cares visual inbox. Therefore, it is really important to never accept the cases on the 3shape communicate portal.

3- Credentials verification

Open the connections in user preferences, check the credentials. Either it is Dwos connect, Straumann connect or 3shape communicate, go to the corresponding portal and connect using the same credentials to verify that they are correct.

4- Renew the connection

The last thing before escalating to 2nd level support is to delete and recreate the connection.