Puzzel Case Management to Kayako Migration

MIGRATION OVERVIEW

Why teams migrate from Puzzel Case Management to Kayako

The core problem

Migrating from Puzzel Case Management to Kayako is a data-model translation exercise with no native end-to-end migration path. Puzzel's CSV export captures only ticket metadata and strips full message threads, notes, and attachments, making API-based extraction via Puzzel's tenant-specific Swagger-documented REST API a requirement for any production migration. The two platforms diverge architecturally in key areas: Puzzel's multi-tier Categories, Forms, and Form Fields have no direct equivalent in Kayako and must be flattened into Tags, Custom Fields, or a combination through deliberate design decisions. Smart Rules, SLAs, inbound routing rules, and automated workflows cannot be migrated programmatically and must be manually reconstructed in Kayako's Triggers and Monitors framework.

Why this matters for your migration

KEY CHALLENGES

What makes this migration complex

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

Most Critical

Category-to-Tag Structure Flattening

Puzzel's multi-tier Category system — where multiple categories can be required per ticket for resolution — has no direct Kayako equivalent and must be deliberately mapped to Kayako Tags, Custom Fields, or a combination, requiring structural design decisions before any scripting begins.

Blocks all downstream imports if mapped wrong

Full Conversation Thread Extraction

Puzzel's CSV export omits message threads, private and public notes, and attachments entirely, forcing all production migrations to extract full conversation history exclusively through the Puzzel REST API authenticated at either Global or Organisation-specific scope.

Kayako API Rate Limit Throttling

Kayako enforces per-minute API rate limits that are not publicly documented and vary by plan, requiring teams to benchmark their specific tenant during UAT and implement custom throttling and retry logic to avoid failed or duplicated records.

Automated Workflow Reconstruction

Puzzel's Smart Rules, Inbound Rules, Event Rules, and Response Mappings cannot be programmatically migrated and must be manually rebuilt as Kayako Triggers and Monitors, representing a configuration effort entirely outside the data migration scope.

Form Field to Custom Field Type Mapping

Puzzel Form Fields including nested dropdowns must be individually mapped to Kayako's Custom Field types — which support dropdown, text, numeric, date, checkbox, radio, and yes/no formats — with no automated type-inference available across the two schemas.

Idempotency and Duplicate Prevention

Because Kayako's case creation endpoint does not natively enforce deduplication, any script error or retry during the load phase risks creating duplicate records unless the migration pipeline implements explicit idempotency checks keyed to source ticket IDs.

MIGRATION RISK ASSESSMENT

Every migration risk, already solved

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

High complexity

Message Threads / Conversation History

Full message threads are not available in Puzzel CSV exports and must be extracted entirely through the REST API, making them the highest-effort and highest-risk entity if API access is incomplete or throttled.

Solved
Attachments

Attachments are not captured in CSV exports and require dedicated API extraction and re-upload logic on the Kayako side, with size limits and binary transfer adding complexity and failure surface area.

Solved
Categories

Puzzel's multi-tier, multi-select Category system has no native equivalent in Kayako, requiring a custom flattening strategy into Tags or Custom Fields that must be designed and validated before transformation scripts are written.

Solved
Automations / Smart Rules / SLAs

Puzzel's Smart Rules, Inbound Rules, Event Rules, and SLA configurations cannot be programmatically migrated and must be manually reconstructed as Kayako Triggers, Monitors, and SLA policies, carrying full risk of misconfiguration if not thoroughly documented pre-cutover.

Solved

Custom engineering

Tickets / Cases

Ticket metadata migrates reliably via API, but timestamp preservation and status mapping require careful transformation logic to avoid import-date overrides or incorrect state assignments in Kayako.

Handled
Custom Fields / Form Fields

Puzzel Form Fields including nested dropdowns require per-field type mapping to Kayako Custom Field formats, and any mismatch in field type or option values will cause load failures or silent data loss.

Handled
Notes (Private and Public)

Private and public notes are excluded from Puzzel CSV exports and must be extracted via API, then correctly flagged as pinned or unpinned in Kayako to preserve their visibility and contextual intent.

Handled

Clean transfer

Contacts / Users

User records map relatively cleanly between platforms via the Kayako POST /api/v1/users.json endpoint, though deduplication against existing Kayako users must be handled to prevent duplicate contact creation.

Clean
Organisations

Organisation-to-Organization mapping is structurally equivalent between Puzzel and Kayako, with the primary risk being orphaned tickets if organizations are not created and linked before case records are loaded.

Clean
Tags

Tags are a supported entity in both platforms and migrate at low risk, though tags generated from flattened Puzzel Categories must be validated for naming consistency and collision with existing Kayako tag taxonomies.

Clean

What Our Customers Say

Real migration stories

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!”

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.”

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.”

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.”

Direct Review

“Fantastic at both guiding us through the process and helping us fix things as they come up and dial them in.”

See all customer stories →

CUSTOM MIGRATION

Fully customizable engineer-led migration

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

Migration Filters

Data Types

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 Puzzel Case Management to Kayako 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

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.

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.

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.

Full Migration

2 days · ClonePartner

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

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.

Pros and cons of different migration options

Choosing the right approach is key because migrating from Puzzel Case Management to Kayako 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:

Speed of automation for bulk record migration
Precision of engineers verifying integrity and business logic
Pilot migrations and sandbox testing to catch issues early
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 Puzzel Case Management and Kayako 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:

Field mapping and transformation
Pagination, rate-limit handling, and throttling
Preserving conversation threads, attachments, and internal notes
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:

100% record-count parity between your Puzzel Case Management data and Kayako
Zero downtime during staged cutovers
99.9% attachment integrity (verified via checksum)
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 Puzzel Case Management or Kayako 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:

Custom fields, ticket forms, and workflows
Multi-brand or multi-language setups
Historical imports and partial (date-based) migrations
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 Puzzel Case Management to Kayako. Can't find what you're looking for? Talk to our team.

Can I migrate full ticket history from Puzzel Case Management to Kayako?

Yes, but not via CSV. Puzzel's CSV export captures ticket metadata but strips full message threads, notes, and attachments. You must use Puzzel's REST API (accessed via your tenant's Swagger UI) to extract complete conversation history, then load into Kayako via the /api/v1/cases.json endpoint.

How long does a Puzzel Case Management to Kayako migration take?

A typical mid-size migration (10,000–50,000 tickets) takes 2–4 weeks total: 3–4 days for planning and mapping, 3–5 days for extraction, 3–5 days for transformation and test loads, 2–3 days for production loading and delta sync, and 2–3 days for validation and cutover.

How do I map Puzzel categories to Kayako?

Puzzel uses multi-tier categories (e.g., Query Type > Billing > Refund). Kayako has no hierarchical category system. You can flatten categories into tags, map them to custom dropdown fields, or concatenate into text fields. Custom dropdown fields preserve the most structure but require pre-creation in Kayako.

Does Kayako have API rate limits that affect migration?

Yes. Kayako API rate limits are defined per minute. If exceeded, the API returns HTTP 429 with a Retry-After header. Exact limits vary by plan and aren't publicly documented. Kayako Classic (self-hosted) has no rate limits. Implement exponential backoff in your migration scripts.

Can Puzzel Case Management automations be migrated to Kayako automatically?

No. Puzzel Smart Rules, Inbound Rules, Event Rules, and SLA policies cannot be migrated programmatically. They must be manually rebuilt in Kayako using triggers, monitors, and SLA policies. Document every Puzzel rule before starting the migration.

How long does the Puzzel Case Management to Kayako 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 Puzzel Case Management 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 Puzzel Case Management to Kayako?

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 Puzzel Case Management→Kayako migration.

Contact our team

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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.

Migrate from Puzzel Case Management to Kayako with precision & ease

Why teams migrate from Puzzel Case Management to Kayako