Migrate from Enchant to Puzzel Case Management with precision & ease

Yes. Professional help ensures proper field mapping and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.

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.

It is built for your data. Each migration is a set of custom scripts written for your data model, not a generic import tool. That is also why we start with a sample migration: you see your own records in Puzzel Case Management before the full migration is committed.

Yes. We run a sample migration on your own data first, so you can review how your records look in Puzzel Case Management before the full migration goes ahead. We run validation scripts to confirm the record counts match your source, and you check the sample against your source records; if a field is missing or mapped wrong, or anything else needs adjusting, we fix it in the migration scripts and re-run the sample as many times as you need. The full migration only runs after you've approved the sample. On projects delivered in phases, each phase gets its own sample migration for you to approve.

You can run the sample as many times as you need, until you are satisfied with how the data looks in Puzzel Case Management. By default it uses your most recent tickets, and you can name specific tickets to include instead, such as ones with long or complex threads you want to check.

Usually, yes. Keep it active until we confirm the migration is complete, including the final delta migration, because we read your data directly from your Enchant account throughout the project. If your subscription is due to end mid-project, extending it to cover the migration window keeps everything on track, and we tell you when it is safe to cancel. If it has to close sooner, we can pull your data out before it closes and migrate from that copy.

No. Your support email doesn't need to be connected for the historical tickets to migrate. It matters for go-live, and so does its timing: once Puzzel Case Management is receiving email directly, a sync run after that point can pull in the same tickets a second time, so we line the final delta sync up with your email switchover. Some items, such as rules that depend on your email channel, may need it connected before they can be migrated.

Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Puzzel Case Management. Where Puzzel Case Management cannot store one of them natively, it is kept as embedded metadata on the migrated record.

We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in Puzzel Case Management, review sample records from it and propose how it can be represented, based on what Puzzel Case Management supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.

They still come across. Before the migration runs, you decide where they go: to a fallback owner you choose, or left unassigned where Puzzel Case Management allows it. Either way, each ticket can get a tag with the original agent's name, for example Assigned_to_Jane, so your team can still see and filter who handled it and reassign them later.

Yes. Tickets from several Enchant accounts can be consolidated into one Puzzel Case Management account, and each ticket is tagged with the account it came from so your team can filter by origin. A shared migration tag can also go on every imported ticket, which keeps historical records separate from new work.

We map every Enchant status to a status in Puzzel Case Management and send you a proposed mapping for the ones that need a decision. You confirm or correct it before the full migration, and the sample migration shows exactly how your tickets' statuses land.

The tags on the tickets being migrated. Tags come across as part of each migrated ticket, so a tag that isn't on any migrated ticket isn't created in Puzzel Case Management, and you can also limit the migration to a list of tags you choose in the migration checklist. Each migration is a custom script, so we can also stamp every imported ticket with a tag such as "migrated", or, where Puzzel Case Management has custom ticket fields, a field value you choose, so they are easy to filter, and if you ask for a change after reviewing migrated tickets, we re-sync those tickets with the update. The sample migration shows exactly how your tags appear before the full run.

No. Before the sample or full migration starts, we confirm with you that nothing in Puzzel Case Management will send messages about the migrated data: we import with notifications switched off wherever Puzzel Case Management allows it, and either pause any automation that could send them for the migration window or give it a condition, such as a suppression tag, that skips migrated records, which lets your live automations keep running for new records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.

Yes. We pull your tickets first, collect the distinct requesters from them, and migrate only those contact records. Contacts with no ticket history are not added to Puzzel Case Management.

In many cases, yes. Where something can't be written through an API, we recreate it through Puzzel Case Management's user interface where the interface allows it, and where that work is repetitive we script and automate it. We tell you up front which items are handled this way, because recreating them through the interface can add time to the schedule.

We migrate the full conversation on each ticket, not a summary saved as notes. Where Enchant's API doesn't expose part of the history, our engineers retrieve it from Enchant directly and work out a route to load it into Puzzel Case Management. You check the result in a sample migration before the full run begins.

We check the destination for required fields your source data cannot fill and bring each one to you before those records are migrated. Together we agree how each one is handled, such as a mapping from an existing field, a default value, or, where Puzzel Case Management lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.

Every ticket that errors is logged. We review it, fix the cause and re-sync it, then validate the result before cutover. When the migration is complete you receive a list of every migrated ticket, so you can check it against Enchant.

Their comments migrate with the rest of the ticket history. If the original author does not have an account in Puzzel Case Management, we can add a line at the start of the comment naming who wrote it, so it stays attributable.

Yes, where Enchant's API shows which address each ticket was sent to and Puzzel Case Management's API lets us set each ticket's group. Routing rules like "every ticket sent to this address goes to that group" are written into the migration script, so tickets arrive in Puzzel Case Management already in the right groups. You confirm the rules with us up front and check the result on the sample migration before the full run.

Yes. We agree filtering rules with you up front so spam and sales emails are excluded rather than imported. Afterwards you receive a list of every ticket we pulled from Enchant, with excluded tickets marked as skipped.

Yes, as long as Puzzel Case Management can store them. Our scripts carry emojis and special characters across intact, and we can clean out stray encoding characters left behind in older tickets before anything is written to Puzzel Case Management. You can check the result in the sample migration before the full run.

Yes. Every migration is a custom script built for your project, so volume is something we plan for, not a limit on what can move. At large volumes, run time is set mainly by how fast Enchant's and Puzzel Case Management's APIs accept requests, and we plan the full run around that. Before the full run, we test the mapping and throughput with a sample migration.

Yes. Each tool's data is extracted separately and written into the same Puzzel Case Management account. How records from the different tools fit together is settled in the data mapping before the build. The sample migration includes data from every source, so you can check the combined result before the full run.

Yes. The migration script converts ticket content, including HTML, into the format Puzzel Case Management expects, and our verification checks compare migrated tickets with the originals, including how the HTML renders. The sample migration lets you compare migrated tickets side by side with the originals before the full run, and if anything renders differently, such as HTML appearing as raw text, we adjust the script and re-run the samples until you sign off.

It can make the number of tickets we pull differ from the count Enchant shows, so tell us about the earlier import during scoping. We compare those two numbers before the full run, so if earlier-imported history makes them differ, we find out why first. When the migration is complete, the reconciliation report accounts for every ticket.

Only if you want them. You decide during scoping whether deleted and spam tickets are included, and we apply that choice to every run, including the final delta sync. Some platforms keep deleted tickets as scrubbed records with no remaining content; we flag any we find and migrate them only if you ask.

Yes. Chat conversations and messages from channels such as WhatsApp or Instagram are migrated as tickets alongside your email history, where Enchant makes them available through its API or an export. Puzzel Case Management may not let imported tickets keep every original channel: some platforms take most imported tickets in through a general API channel instead. So we keep the original channel wherever Puzzel Case Management allows it, and can tag each ticket with its original one, such as chat, SMS or WhatsApp, so your team can still find and filter them. If an export leaves out the message content for some channels, we tell you and agree another way to retrieve it.

Yes, if you want them. We look the contact up again before leaving any ticket behind: when a ticket can't be linked to its contact on the first pass, we run a second lookup, also checking elsewhere in the ticket's data, and attach the requester before the ticket is migrated. Some help desks need an email address or telephone number to create the customer a ticket belongs to, so we flag every ticket whose requester still has neither, including where Enchant's privacy settings hide the email from its API, and send you the list. You can then give us the right email for each requester, or have the tickets migrated with placeholder email addresses, and we migrate them that way.

Yes, they can be. If you choose to include spam tickets, we mark them, for example with a spam tag, alongside a migration tag if you use one, so they stay easy to find and filter in Puzzel Case Management, and we include some in the sample so you can check them. If you'd rather leave spam behind, we agree a filter during scoping and it isn't imported.

Yes, where Puzzel Case Management can store them. Where it accepts satisfaction ratings, we migrate them with their tickets, which can need an extra permission on the new account's connection. Where it has no native place for historical ratings, we bring the scores across another way, such as a custom field or a tag on each ticket, agreed with you during scoping.

Usually not as a native timeline. Event history such as status changes and assignment timestamps stays with your Enchant account and generally isn't something a help desk accepts on import, so it is left out of the migration. Each ticket still arrives with its full conversation, status and assignee, and with its original timestamps where Puzzel Case Management accepts them, and parts of the history that matter to you can be kept another way, such as a tag with the ticket's original status or an internal note.

Yes, once the migration's connection can reach them. If a category or group is private or restricted in Enchant or Puzzel Case Management, the account we connect with may not be able to read or create tickets in it, so we flag every ticket this affects. You can then lift the restriction or give the connection the access it needs, such as an admin-level account, and we migrate the remaining tickets, or tell us to leave them out.

Yes, as far as Enchant records it. Each message is attributed to the author Enchant's API reports, and messages from your team show under the right agent as long as that agent's account exists in Puzzel Case Management before the tickets are migrated; otherwise they fall back to the default agent. We also carry over the message source in as much detail as the API provides, for example telling comments on Instagram posts apart from comments on Instagram ads.

Yes. Once your email account, such as Gmail, is connected, we can pull selected email threads directly from it, for example for a date range you choose, and migrate them into Puzzel Case Management as tickets. We share the list of threads with you to confirm before anything moves. Because they were never tickets, some details can look different from tickets migrated from Enchant.

Yes, if you want them. Some help desks can't create a ticket without at least one message, so we flag every ticket that has none and send you the list rather than skipping them silently. We first check whether the content is stored elsewhere in Enchant, such as a ticket description we can use as the first message. Otherwise we can migrate the ticket with a placeholder message, or leave it out if you prefer.

We agree the approach with you during scoping. One option is to split the conversation into a ticket for each channel, each carrying the same subject, tags and other details, so the two are easy to find together on the same customer. If you'd rather have a single thread, we confirm during scoping whether Puzzel Case Management can hold it that way, and you check the result in the sample migration.

Not if we agree the merges with you first. We identify records that share an email address or telephone number and propose merges in the migration checklist, where you confirm each one and choose which address stays primary. Each merged set becomes one contact holding all of that customer's tickets and, where Puzzel Case Management allows it, all of their email addresses. We don't merge on a guess, so records you don't confirm stay as they are.

We migrate the conversations it handled, not the chatbot itself. Every chat conversation the bot took part in comes across with your ticket history, while the chatbot's own setup isn't migrated as data and is set up again in Puzzel Case Management where it offers one. Workflows and automation rules are a separate item, and the ones you have today can be recreated in Puzzel Case Management as agreed during scoping.

Yes, where Puzzel Case Management treats migrated tickets as regular tickets and your support email is connected to it. An agent's reply from a migrated ticket then goes out to the customer, and the customer's next reply continues on that same ticket. Some help desks keep imported tickets read-only, so we confirm this for Puzzel Case Management and test it on your account before your team relies on it.

Not if that information lives in the integration rather than in Enchant. Widgets and similar panels are often drawn live by the integration, and where Enchant doesn't store that data or return it through its API, it can't be migrated with the tickets. The tickets and their conversations migrate as normal, and your team reconnects each integration to Puzzel Case Management after cutover.

Most migrations complete within 1–5 business days, depending on data volume and complexity; very large migrations, such as several hundred thousand records, take longer. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.

No. Our migration process is designed for zero downtime. Enchant stays fully operational throughout: the bulk migration runs in the background and the cutover is fast, so there is no disruption to your live business operations.

Yes, either way round. With a hard go-live date, we can migrate open and active tickets first, so your team can work in Puzzel Case Management from go-live day; a delta migration on that date brings across every ticket created or updated since the first pass, and the historical backlog then keeps migrating in the background. Or closed tickets can move first while your team keeps working open tickets in Enchant, with open tickets moving in a separate delta run close to switchover, so active conversations are the last data to transfer.

Yes. A follow-up delta migration brings over tickets that reached Enchant after your team switched. Because your team is already working in Puzzel Case Management by then, we agree with you how rules in Puzzel Case Management that would otherwise fire on imported tickets are kept from firing, for example by pausing them for the run, and let you know when the run is complete so you can turn any paused rules back on. Some duplicates are possible because your team is already live, and we tell you about that before the run.

Yes. We take the exact date, time and time zone your team went live as the cutoff, and migrate the history up to that point, so the work already done in Puzzel Case Management is left as it is. That go-live moment separates the two systems' records, so we confirm it with you before anything runs.

Yes. Attachments are transferred file by file, so excluding them from historical tickets, or from tickets older than a cutoff date you choose, shortens the run considerably. Before you decide, we give you a revised completion estimate for each option so you can weigh the time saved against what you keep.

Moving tickets through the platforms' APIs takes time, so we migrate the bulk of your history, mainly closed tickets, well before your switchover date. A delta sync then brings across everything created or updated in Enchant since the previous pass of the migration. The final delta sync runs at your switchover time, so Puzzel Case Management is current on the day your team starts using it: you share your switchover date, time and time zone, giving us about a week's notice, and we schedule it around that. Timing it to the cutover matters, because a sync run after your team is already working in Puzzel Case Management can create duplicate records.

Extraction time depends on volume: a history of more than half a million tickets can take several days to pull. Your Enchant account needs to stay active until extraction is finished, so we confirm its end date with you at the start and plan the schedule around it.

Yes, when your cutover plan needs more than one. Each round picks up only the tickets created or changed since the previous round and is checked against what earlier rounds already migrated, so no ticket is created twice. Your agents keep working in Enchant until you switch over.

We agree one cutoff time with you and line up the switchover of your email and of each other channel with it. Everything received in Enchant up to that moment is migrated, and everything after it arrives directly in Puzzel Case Management. While a channel is connected to both, new messages land in both, so Puzzel Case Management creates its own copy of a conversation that the migration also brings across. Enchant and Puzzel Case Management can stay live side by side after go-live, as long as each one is connected to its own support email addresses so incoming mail lands in only one place. Once your support email is connected to Puzzel Case Management and tickets are arriving there directly, a delta sync run after that point can pull in the same tickets a second time, so we time the final sync around your email cutover and flag it if a sync you ask for falls after your switchover point. If a conversation was captured both ways, the two tickets sit on the same customer and, where Puzzel Case Management supports merging tickets, can be merged. The final list of migrated tickets with their new Puzzel Case Management IDs lets you check the boundary and spot any ticket that came in around the switch.

It depends on who replies first. If the customer replies to an email sent from Enchant, many help desks open a new ticket on the same customer rather than adding the reply to the migrated one, for example where replies are threaded by the original email's message ID, which migrated messages don't keep. Where Puzzel Case Management supports merging tickets, your team can then merge the two. If an agent replies from the migrated ticket first and Puzzel Case Management allows replies from migrated tickets, the customer's next reply continues on that ticket.

Yes. All migration traffic runs through a centralized system using one fixed IP, which your IT team can whitelist instead of opening broader network access.

It's a flat fee with no hidden costs. The price we agree with you for your scope is the price you pay, and small variances in the final volume, a bit more or less, are included.

Every client receives a Migration Validation Report with comprehensive metrics including record-count comparison, attachment integrity verification via checksum, and full audit logs of the migration run, showing every record created, skipped or failed. If any item didn't come across, the report names each one, the specific reason, and how to bring it across if you want it there. We also offer unlimited sample migrations, so you can check your data before the full migration runs.

At ClonePartner, we consider ourselves your partners in this journey. We take full accountability for your migration's success. Once your migration goes live, we provide 30 days of comprehensive post-migration support as standard, and longer support, such as 60 or 90 days, can be agreed for your project. During this period, we help with anything related to your migrated data, so your migration is a complete success.

Yes. We provide a comprehensive migration report along with an ID-mapping sheet that links each old Enchant record ID to its new ID in Puzzel Case Management. This ensures full traceability, simplifies post-migration verification, and helps your team validate that records have been migrated accurately.

ClonePartner is the contact for anything about the migrated data itself. Questions about the platform itself, such as how its features and settings work, go to the platform's own support or to whoever administers it for you.

Yes, if you want them to be. Once the migrated tickets have been checked, we can send each requester of an open ticket a notification through Puzzel Case Management's API where it supports this, with wording you approve. If you'd rather not tell customers, no message is sent.

Yes. The archive is delivered to you as a set of local files: folders holding the ticket data and attachments, plus an HTML file that reads from those folders so you can browse tickets in a web browser. Nothing is hosted on our servers and there is no software to install, so you can store it wherever suits you, such as Google Drive or Box.

Yes, where Puzzel Case Management's API makes that activity available. We build an ongoing sync on Puzzel Case Management's and your CRM's APIs that writes support activity to the right contacts and companies, and you decide what gets logged. It is a separate piece of work from the migration, scoped and priced on its own.

Tell us which tickets you want added, for example by status, and we migrate them in a follow-up run. We can also share a list of every excluded ticket so you can review exactly what was left out. After the follow-up, you get a list matching each original ticket to its new ticket ID and URL, so your team can find it straight away.

Usually because the two numbers aren't counting the same tickets. A count in Puzzel Case Management can include tickets created there directly as well as migrated ones, and rules in Puzzel Case Management can close migrated tickets automatically. Open tickets also keep changing until the final delta sync, which brings their latest status across. We check the counts against the migrated tickets and the list of every ticket we migrated, and if a gap remains, we investigate specific examples with you.

Yes, they can, so it's worth planning for. Some timing data, such as when a ticket was assigned, closed or changed status, stays with your old account because the platform's API doesn't provide it, so reports that measure resolution or closed tickets can count old tickets as resolved on the day they were migrated. How fully each platform's reports and analytics count imported historical tickets also varies, so confirm it with Puzzel Case Management before you rely on those reports for past periods. If you want, every migrated ticket can carry a migration tag, so you can keep it apart from new work in views and, where your reports can filter by tag, in reports. We also recommend exporting your historical reports from the old platform before you close it.

Yes. When a follow-up sync adds new comments to tickets that were already migrated, we can put a tag of your choice on those tickets, for example only the ones that are still open, so your team can filter for them and review them. Because each sync runs as a custom script, we can also leave each ticket's current status, assignee and other details unchanged while the new comments are added. We confirm the rule with you first, such as whether "open" means the status in Enchant or in Puzzel Case Management.

It depends on Puzzel Case Management and on the status the ticket arrives with. You choose the status migrated tickets come in with, such as closed for old history, and if you later want tickets set differently we can update them in bulk. Whether an agent can reopen a ticket that arrived closed, or move it from an archive area back into a live one, depends on how Puzzel Case Management handles closed tickets, so we check that with you during scoping and can test it on a sample ticket before go-live.