Migrate from Deskpro to Puzzel Case Management with precision & ease

A seamless, customizable migration solution for moving your Deskpro data with perfect fidelity and minimal disruption.

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Last updated August 2026

Deskpro
Puzzel Case Management
MIGRATION OVERVIEW

Why teams migrate from Deskpro to Puzzel Case Management

The core problem
Migrating from Deskpro to Puzzel Case Management is a structural data-model translation that has no native, built-in migration path between the two platforms. Deskpro's CSV export is insufficient for a full migration — it captures only ticket properties and the first message, omitting conversation threads, internal notes, and attachments — making API extraction from Deskpro and API loading into Puzzel both mandatory. The two platforms have fundamentally different organizational constructs: Deskpro's Departments, Labels, Organizations, and Custom Fields do not map directly to Puzzel's Teams, Tags, Categories, and Form Fields, requiring deliberate manual mapping decisions for each entity. Automation rules, SLA policies, and trigger configurations cannot be migrated programmatically and must be rebuilt manually within Puzzel Case Management.
Why this matters for your migration
KEY CHALLENGES

What makes this migration complex

These are the architectural mismatches and technical hurdles specific to a Deskpro to Puzzel Case Management migration.

Most Critical

No Native Migration Path

There is no built-in connector or official export-import workflow between Deskpro and Puzzel Case Management, requiring custom middleware to extract via Deskpro REST API v2 and load through Puzzel's tenant-specific API ticket channels.

Blocks all downstream imports if mapped wrong

CSV Export Data Loss

Deskpro's CSV export captures only ticket metadata and the first message, stripping full conversation threads, internal agent notes, inline images, and binary attachments, making it unsuitable as a migration transport mechanism.

Divergent Data Model Mapping

Deskpro's Departments, Labels, Organizations, and Custom Fields have no direct equivalents in Puzzel's Teams, Tags, Categories, and Form Fields, requiring deliberate field-by-field mapping decisions before any data can be loaded.

Attachment Pipeline Complexity

Deskpro secures attachment blobs behind authenticated download URLs, requiring migration middleware to download each file individually using API credentials, stage it in temporary storage, convert to Base64 or multipart form data, and upload to Puzzel before mapping the resulting attachment ID to the corresponding message.

Undocumented Puzzel Rate Limits

Puzzel does not publish universal API rate limits in public documentation — limits are tenant-configured and contract-dependent — requiring migration teams to obtain explicit limits from the Puzzel account team and tune loading scripts empirically using exponential backoff.

Automation and SLA Reconstruction

Deskpro's triggers, SLA policies, and automation rules cannot be migrated programmatically and must be manually rebuilt from scratch within Puzzel Case Management's configuration interface.

COMPLETE COVERAGE

Intelligent Human-Verified Data Mapping

Our migration engineer precisely maps every data point from Deskpro to Puzzel Case Management, ensuring perfect continuity for your customer support operations.

Deskpro
Puzzel Case Management
Tickets
Cases
Ticket Messages
Case Comments
Ticket Attachments
Case Attachments
People (Users)
Contacts
Organizations
Companies
Knowledge Base Articles
Knowledge Base Articles
Knowledge Base Categories
Knowledge Base Categories
Ticket Labels
Tags
Ticket Custom Fields
Custom Fields
Snippets (Macros)
Canned Responses
Departments
Categories
Agents
Not Available
People Custom Fields
Custom Fields

Looking for more entity mappings?

Contact our team
MIGRATION RISK ASSESSMENT

Every migration risk, already solved

Migration between platforms is full of edge cases. Our engineers have identified every risk from Deskpro to Puzzel Case Management and built proven solutions for each one.

High complexity
  • Conversation Threads
    Full message histories are not available through Deskpro's CSV export and require individual sub-requests to the messages endpoint per ticket, making thread preservation highly dependent on robust API extraction logic with pagination handling.
    Solved
  • Internal Notes
    Internal agent notes are embedded within the ticket messages endpoint alongside public replies and must be explicitly identified and preserved during extraction, with no guarantee Puzzel's data model provides a direct equivalent internal-note field.
    Solved
  • Attachments
    Attachments require a multi-step authenticated download-stage-upload pipeline through migration middleware since Puzzel cannot directly consume Deskpro attachment URLs, and the Puzzel API upload size limit may differ from its documented 10 MB outgoing email limit.
    Solved
  • Custom Fields
    Deskpro's ticket and person custom field definitions require manual mapping to Puzzel's Form Fields since the field types, validation rules, and option sets differ across platforms and cannot be migrated programmatically.
    Solved
  • SLAs and Automation Rules
    SLA policies, trigger configurations, and automation rules cannot be migrated programmatically between the two platforms and must be fully reconstructed manually within Puzzel Case Management after the data migration is complete.
    Solved
Custom engineering
  • Tickets
    Core ticket metadata migrates via Deskpro REST API v2 pagination, but the default API returns only active tickets, meaning archived or inactive tickets can be silently omitted if extraction filters are not explicitly configured to include all statuses.
    Handled
  • Contacts
    People records including custom person fields are extractable via the Deskpro API, but relational integrity between contacts and their associated tickets must be maintained through agent and person ID mapping during the load process.
    Handled
  • Organizations
    Organizations extract from Deskpro's API but do not map directly to Puzzel's category or grouping constructs, requiring deliberate structural decisions about how organizational hierarchy is represented in the target system.
    Handled
  • Departments and Teams
    Deskpro's hierarchical Department structure does not map 1:1 to Puzzel's Teams construct, requiring deliberate pre-migration mapping decisions that affect ticket routing and access control in the target environment.
    Handled
Clean transfer
  • Labels and Tags
    Deskpro Labels are free-form tags that conceptually align with Puzzel's Tags construct, making this one of the more straightforward entity mappings, though bulk tag creation in Puzzel must be confirmed as supported before load.
    Clean
What Our Customers Say

Real migration stories

Alec D.
Reviewed on G2
“The ease of the process and that ClonePartner was informing me what was going on at every step. If you're on the fence, do it. ClonePartner are great!”
Alec D. Customer Experience Manager
Jamie Lenda
Direct Review
“They were SO helpful. We had a few hiccups because our migration was in the middle of the process, but they were really flexible and did multiple delta migrations for us. We were able to map a lot of our old ticket data so it's usable for comparisons in the future.”
Jamie Lenda Director of Ecom Operations, Natural Life
Soubhi Alhayek
Direct Review
“Overall a great experience. We had to go back a few times to get everything just right, which was totally expected. The transition was smooth, and there was no data loss.”
Soubhi Alhayek Head of Customer Experience, Kilgour MD
Jacs Orr
Direct Review
“One of the easiest migrations I've ever been through. The team took care of everything — all our data, customer interactions and macros. The process was clear, straightforward and we felt supported all the way. An absolutely seamless experience for our support team and our customers.”
Jacs Orr Operations Manager, New Zealand Honey Co.
Morgan Newlon
Direct Review
“Fantastic at both guiding us through the process and helping us fix things as they come up and dial them in.”
Morgan Newlon Dir. of Sales and Operations, Roofnest
See all customer stories →
CUSTOM MIGRATION

Fully customizable engineer-led migration

Tailor your migration from Deskpro to Puzzel Case Management exactly to your needs with our flexible customization options. Our experts will configure the perfect migration plan for your business.

Migration Filters

Conversation Type

Filter by chat, email, or social media conversations

Tag-Based Selection

Migrate tickets with specific tags only

User Selection

Migrate tickets for specific users or agents

Time Range

Migrate tickets from a specific time period

Data Types

Tickets & Conversations

Full conversation history with all metadata

Automations & Macros

Workflows, templates, and automation rules

Knowledge Base

Articles, categories, and help center content

Customer Profiles

Customer information and interaction history

ZERO DOWNTIME

Your timeline. Our engineers.

A dedicated engineer runs your migration, planned around your schedule and your data.

No babysitting a wizard. Avoid debugging errors yourself.

Looking for a more detailed migration timeline?

Contact our team

Speed

The migration timeline depends on both our turnaround time and yours.

We can complete a migration in under a day when the accounts are connected and the sample migration is approved promptly.

Background Sync

We also support migrating the newest records first, so you can go live faster while the rest of the data is synced in the background.

Data Volume Impact

Larger data volumes may require longer migration windows.

Continuous Operation

Weekend migrations minimize disruption to your customer service operations.

MIGRATION TIMELINE

Your Deskpro to Puzzel Case Management migration, step by step

See how long your migration will take from start to finish. Drag the slider to estimate based on your data volume.

How many records are you migrating?

<10K 50K 100K 250K 500K 1M 2M 5M 10M+
Checklist ~3 days
Sample 1 day
Review ~2 days
Full 2 days
Delta 1 day
Your team ClonePartner

Estimated total

~9 business days

1

Migration Checklist

1 day · ClonePartner ~2 days · Your team

We prepare the optimal data mapping as a shareable spreadsheet. Your team reviews, approves, and adds any customizations.

2

Sample Migration

1 day · ClonePartner

We run a test migration with a representative sample of your data to verify mapping accuracy and identify any potential issues before the full run.

3

Review & Approve

~2 days · Your team

Your team reviews the sample migration results, confirms data accuracy and mapping, and gives the go-ahead for the full migration.

4

Full Migration

2 days · ClonePartner

We execute the complete migration of all your data to your new Puzzel Case Management, with real-time progress tracking and comprehensive logging.

5

Delta Migration

1 day · ClonePartner

We capture and transfer any new data that was added or updated during the main migration to ensure no data is lost. This final sync keeps everything current.

Timeline is an estimate. Actual duration depends on API rate limits, data complexity, and your team's availability.

Get an exact timeline

Related Guides

Deskpro to Puzzel Case Management Migration: Technical Guide

Complete Technical Guide

Deskpro to Puzzel Case Management Migration: Technical Guide

Deskpro to Puzzel Case Management migration requires API-to-API extraction and loading. CSV exports strip threads and attachments. Departments flatten to Teams, Custom Fields translate to Form Fields. Plan 2–4 weeks for mid-size migrations.

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How to Export Data from Deskpro: Methods, API Limits & Portability

Export Guide

How to Export Data from Deskpro: Methods, API Limits & Portability

Deskpro UI exports exclude ticket threads and attachments. Full portability requires the REST API v2 or a MySQL dump, and the API excludes inactive tickets by default.

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Puzzel Case Management Alternatives 2026: Pricing, TCO & Migration

Alternatives Guide

Puzzel Case Management Alternatives 2026: Pricing, TCO & Migration

Zendesk, Freshdesk, Zoho Desk, Intercom, Dixa, Salesforce, and Zammad close different Puzzel gaps. No one-click import exists; plan 3–6 weeks for migration.

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Pros and cons of different migration options

Choosing the right approach is key because migrating from Deskpro to Puzzel Case Management isn't just about moving data – it's about protecting customer relationships.

Feature / Criteria ClonePartner Automated Tools CSV Import In-house migration
Custom Scripting for complex data ✓ Engineers build & maintain ✗ No ⚠ Manual ✓ Yes – but costly
Sandbox & Pilot Migrations ✓ Full sandbox + pilot plans ⚠ Limited ✗ No ⚠ Often Informal
Manual validation & reconciliation ✓ Automated + manual QA ✗ No ✓ Yes (Manual) ✓ Heavy manual effort
Backup & rollback plan ✓ Robust procedures ✗ No ✗ No ⚠ Often incomplete
Handles automation and integrations ✓ Full support ⚠ Partial ✗ No ⚠ Possible but fragmented
Post-migration engineer support ✓ Dedicated engineers ✗ No ✗ No ⚠ Limited SLA
Adaptable to API changes ✓ Proactive adaptation ✗ No ⚠ Manual fixes ⚠ Slower response
Turnaround / SLA predictability ✓ Predictable SLAs ⚠ Fast but brittle ⚠ Slow and manual ⚠ Often slower
Data Security & Compliance ✓ High – enterprise grade ⚠ Medium (depends) ⚠ Low (manual) ⚠ Hidden gaps common
Pricing predictability ✓ Transparent & fixed ⚠ Low (per-job) ⚠ Low (manual hours) ⚠ High/variable OPEX
End-to-end project management ✓ Full E2E delivery & PM ✗ No ✗ No ⚠ Often partial
Business impact & opportunity cost ✓ No diversion of staff ✗ No ✗ No ⚠ Diverts engineering

What does an Engineer-led migration mean anyway?

Speed & Accuracy: Our Blended Method

We blend automation (smart scripts, bulk APIs) with human expertise for speed without risk. Our engineers manually check every mapping, validation, and exception.

You get:

  1. Speed of automation for bulk record migration
  2. Precision of engineers verifying integrity and business logic
  3. Pilot migrations and sandbox testing to catch issues early
  4. Real-time validation reports and rollback readiness
Result: 50x faster migrations than manual imports — with near-zero error rates.

Handling the Tricky Tech and API Details

The Deskpro and Puzzel Case Management APIs each behave differently, which is where our engineers shine. We build custom logic to handle the data quirks where generic tools typically break.

We handcraft API logic for:

  1. Field mapping and transformation
  2. Pagination, rate-limit handling, and throttling
  3. Preserving conversation threads, attachments, and internal notes
  4. Syncing custom fields, SLAs, and macros without breaking structure
Our scripts: Natively retry failed calls, re-queue large attachments, and ensure data parity.

No Guesswork

We don't just promise smooth migrations—we measure and prove them. Every client receives a Migration Validation Report with all metrics.

Typical results across projects:

  1. 100% record-count parity between your Deskpro data and Puzzel Case Management
  2. Zero downtime during staged cutovers
  3. 99.9% attachment integrity (verified via checksum)
  4. Full automation and preservation of all business rules
Our standard: Includes full SLA preservation and 30 days of engineer-assigned support post go-live.

We Adapt to Your Setup (Not the Other Way Around)

No two teams configure Deskpro or Puzzel Case Management exactly the same way—with unique automations and data. We customize every migration script to fit your exact workflow, tags, and triggers.

Our engineers adapt for:

  1. Custom fields, ticket forms, and workflows
  2. Multi-brand or multi-language setups
  3. Historical imports and partial (date-based) migrations
  4. Integration re-mapping for CRMs, chat, or feedback tools
The promise: If your data doesn't fit a standard template, we build one just for you.

Enterprise-Grade Security & Compliance

Your customer data is precious. Our migration process maintains the highest standards of security and regulatory compliance.

SOC 2 Type II

Independently audited compliance with rigorous security standards

ISO 27001

Certified information security management system

GDPR

Full compliance with EU data protection regulations

HIPAA

Certified for handling protected health information

AES-256 Encryption

Bank-grade encryption for all stored credentials

Latest TLS

Secure transfer protocol for all data in transit

Role-Based Access

We follow role-based access control for every migration project

Scheduled Deletion

Automatic data purging after migration completion

FAQ

Frequently Asked Questions

Everything you need to know about migrating from Deskpro to Puzzel Case Management. Can't find what you're looking for? Talk to our team.

Can I migrate from Deskpro to Puzzel Case Management using CSV export?
No. Deskpro's CSV export only includes ticket properties and the first message — it strips full conversation threads, internal notes, and attachments. You must use the Deskpro REST API v2 for extraction and Puzzel's API ticket channel for loading.
How do Deskpro Departments map to Puzzel Case Management?
Deskpro supports hierarchical departments (parent/child nesting), but Puzzel Teams are flat. You must flatten by concatenating names (e.g., 'Support - Technical - Networking'), using leaf-only mapping, or collapsing to top-level departments. In PCC-linked tenants, Team mapping also affects queue behavior.
Can I migrate Deskpro triggers, SLAs, and macros to Puzzel?
No. Deskpro triggers, escalations, SLA policies, and macros cannot be exported as configuration and imported into Puzzel. You must manually recreate equivalent logic using Puzzel's Event Rules, Inbound Rules, and SLA configuration.
How long does a Deskpro to Puzzel migration take?
A mid-size migration (10,000–50,000 tickets) typically takes 2–4 weeks: 3–4 days for planning, 3–5 days for extraction, 3–5 days for transformation and testing, 2–3 days for production load, and 2–3 days for validation and cutover.
What happens to tickets assigned to agents who no longer work here?
If you attempt to assign a migrated ticket to a user ID that does not exist in Puzzel, the API will reject it. Map deleted or inactive Deskpro agents to a generic 'Legacy Agent' placeholder account in Puzzel to preserve the ticket history.
How long does the Deskpro to Puzzel Case Management migration take?
Most migrations complete within 1–5 business days, depending on data volume and complexity. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.
Will my team lose access to Deskpro during the migration?
No. Your source system remains fully operational throughout the entire migration. We run the migration in the background with zero downtime to your current operations.
Will there be downtime when migrating from Deskpro to Puzzel Case Management?
No. Our migration process is designed for zero downtime. We use a staged approach with background sync and a fast cutover, ensuring no disruption to your live business operations.
How do I validate that everything migrated correctly?
Every client receives a Migration Validation Report with comprehensive metrics including record-count parity, attachment integrity verification via checksum, and full audit logs. We also offer unlimited sample migrations so you can verify before committing.
Do I need professional help for this migration?
While simple migrations can sometimes be handled in-house, professional help ensures zero data loss, proper field mapping, and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.
Does ClonePartner provide guidance before committing?
Yes. We provide a free consultation and assessment. We'll review your data structure, discuss your requirements, and provide a detailed migration plan and fixed-price quote before you commit to anything.

Still have questions?

Book a free 30-minute consultation with our migration engineers. We'll walk you through the exact approach for your Deskpro→Puzzel Case Management migration.

Contact our team

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Puzzel Case Management Migration?

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Attention to Detail

We meticulously handle every aspect of your migration, ensuring no data is lost during transfer and mapping every field correctly between platforms.

Custom Solutions

Every business is unique. We tailor your migration strategy to match your specific requirements, workflows, and data structures.

Security & Compliance

Your customer data is handled with enterprise-grade security protocols, ensuring compliance with GDPR, HIPAA, and industry standards.