Can you migrate while Puzzel is still live?

Yes. We migrate all historical data first, then run a delta migration at go-live to pick up anything created during the process.

What happens to our call recordings?

Call recordings can't be transferred to Zendesk directly. We identify all recording references upfront and document a plan for archiving or linking critical recordings before migration starts.

CX Migration Tool · Puzzel → Zendesk

Migrate from Puzzel to Zendesk

Q: How long does a Puzzel to Zendesk migration take?

Most migrations take 2–4 days depending on case volume and data complexity. We run a free demo migration first so you know exactly what to expect.

Move your Puzzel ticket and case history to Zendesk — cases, contacts, attachments and notes — with zero data loss and no downtime.

Puzzel

Zendesk

Get a free demo migration →

How it works

From Puzzel to Zendesk in four steps.

Puzzel

Cases & history

Contacts & orgs

Attachments & notes

IBAM CX Migration Tool

We handle it. You verify it.

Connect & map

Read-only, no data moved

Demo migration

Real sample, free

Full migration

Live progress portal

Reconciliation

Zero data loss confirmed

Zendesk

✓All data intact

✓Metadata preserved

✓Ready to use

Source platform

Tickets, contacts, attachments and notes — all migrated.

IBAM CX Migration Tool

We handle it. You verify it.

Connect & map

Read-only

Demo migration

Free sample

Full migration

Live portal

Reconciliation

Zero data loss

Zendesk

✓All data intact

✓Metadata preserved

✓Ready to use

Why teams move

Why move from Puzzel to Zendesk?

Broader omnichannel

Zendesk unifies email, chat, voice, social media and messaging into one workspace — with a wider set of native channel integrations than Puzzel.

Stronger self-service

Zendesk Guide and its AI-powered help center give your customers better self-service options, reducing inbound ticket volume.

Deeper analytics

Zendesk Explore provides granular reporting on CSAT, first-response time and SLA compliance across every channel.

What's included

Every case. Every contact. Nothing left behind.

We migrate all Puzzel data to Zendesk — with every field mapped correctly from day one.

Tickets & conversations

Case ID, subject, status, priority
Tags and custom fields
Assigned agent and queue
All replies and internal notes
Attachments and inline images
Created and closed timestamps

Contacts & organisations

Contacts and end-users
Organizations and companies
Custom contact fields

Knowledge base

Articles and categories
Formatting and attachments

Known limitations

Common issues — and how we handle them.

Case IDs change

Zendesk assigns new ticket IDs. We store the original Puzzel case ID as a custom field so your team can always cross-reference.

Queue mapping

Puzzel queues are mapped to Zendesk groups or views. We document your queue structure and help recreate routing logic before go-live.

Puzzel rules vs Zendesk triggers

Puzzel routing rules cannot be transferred directly. We document existing rules and help recreate them as Zendesk triggers.

Attachment size limits

Attachments exceeding Zendesk's upload limits are identified in advance and handled with custom workarounds.

FAQ

Common questions.

How long does a Puzzel to Zendesk migration take?

Most migrations complete in 2–4 days. We start with a free demo migration so you can validate the data.

What access do you need to our Puzzel account?

Read-only API access is sufficient. We never need write access to your Puzzel environment.

Are internal notes migrated?

Yes — internal notes are migrated as internal notes on the corresponding Zendesk ticket.

Can we keep using Puzzel during the migration?

Yes. We run a delta migration at go-live to capture anything created during the process.

Ready to migrate from Puzzel to Zendesk?

Start with a free demo migration — no commitment, no data risk.