Puzzel Case Management to Kayako migration is API-led. CSV exports strip thread history. Plan 2–4 weeks for 10K–50K tickets with full ETL, validation, and delta sync.
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.
Read this first
Pair-specific gotchas that catch teams out. Each one has cost somebody a weekend.
TL;DR: Puzzel Case Management → Kayako Migration
A Puzzel Case Management to Kayako migration is a data-model translation, not a CSV copy job. Puzzel's CSV export captures ticket metadata but strips full message threads, notes, and attachments — you must extract through the Puzzel REST API (Swagger-documented per tenant as of September 2025). On the Kayako side, cases are created through the /api/v1/cases.json endpoint with Basic Auth and per-minute rate limits. Puzzel's Teams, Categories, Forms, and Form Fields do not map 1:1 to Kayako's Teams, Tags, Custom Fields, and Organizations — each requires structural mapping decisions. Smart Rules, SLAs, and automated workflows cannot be migrated programmatically. A typical mid-size migration (10,000–50,000 tickets) takes 2–4 weeks, roughly broken into: 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.
No clean 1:1 mapping exists from Puzzel categories, forms, and form fields to Kayako
No clean 1:1 mapping exists from Puzzel categories, forms, and form fields to Kayako forms and custom fields. Decide early what becomes a form, what becomes a typed custom field, what becomes a tag, and what stays in an external archive.
Kayako Classic vs Kayako (New)
If you're migrating to Kayako Classic (the self-hosted version), note that there's no API rate limit implemented in Kayako Classic. The API surface also differs significantly — Classic uses XML-based endpoints like /Tickets/Ticket. Confirm which Kayako version you're targeting before writing any integration code. Everything in this guide assumes Kayako (New) unless explicitly stated otherwise.
Error handling
Always log the full response body on failures — Kayako returns structured error objects with code and message fields. Store failed records in a dead-letter queue (a JSON file or database table) rather than stopping the entire migration. Review and retry failed records after the main batch completes.
The runbook
Work top to bottom. Tick steps as you go — your progress is saved in this browser.
01 Discovery Establish why you are moving, what "done" means, and who signs off.
Objective A written scope with agreed success criteria, a named owner per workstream, and a budget approved by finance.
Keep these open
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Pull the real numbers out of Puzzel Case Management
Export counts for tickets (open and closed separately), contacts, organisations, attachments, macros, triggers, automations, views and SLA policies. Note the oldest ticket date — history depth drives the whole timeline. Estimating from memory is the single most common cause of a blown migration window.
Data Profiler Get real record counts instead of estimating from memory -
Decide what history actually moves
Agree a cut-off with the support lead: all history, last 24 months, or open tickets plus a read-only archive. Every extra year of closed tickets adds API time and cost without adding much agent value. Get this in writing — it is the decision people relitigate mid-cutover.
A "move everything" default is what turns a two-week migration into a two-month one.
COI & ROI Calculator Build the 36-month business case you will need for sign-off -
Confirm Kayako can hold your support model
Walk your current workflow through Kayako: multi-brand, business hours, SLA targets, CSAT, side conversations, public vs internal notes, and any channel you depend on (voice, chat, WhatsApp, social). List anything with no native equivalent — those are project risks, not configuration details.
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Build the business case
Model licence delta, migration effort, agent retraining, and the cost of staying put (Cost of Inaction). Executives approve a number, not a plan, and you will be asked for it again at the go/no-go.
Helpdesk Migration Planner Turn ticket volume into a dated Puzzel Case Management → Kayako timeline -
Name owners and set the go/no-go date
One named owner each for data, configuration, integrations, and agent enablement, plus a decision-maker who can call a rollback. Put the go/no-go meeting in calendars now, 48 hours before the freeze.
Don't move on until
- Record counts confirmed for tickets, contacts, organisations and macros
- Success criteria signed off by the support lead
- Freeze window provisionally booked with the business
02 Data Audit Find out what is actually in the data before you try to move it.
Objective A profiled, cleaned export with every quality defect either fixed at source or explicitly accepted.
Keep these open
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Take a full Puzzel Case Management export and profile it
Export to CSV or JSON and profile every file: row counts, null rates per column, distinct values, and type consistency. Compare row counts against the API totals from Discovery — a gap here means your export is silently truncated, usually by pagination.
Data Profiler Profile the Puzzel Case Management export for nulls, outliers and type drift -
Validate file structure before anyone writes a transform
Check delimiters, quoting, encoding (expect UTF-8, watch for BOMs and Latin-1), duplicate headers, and embedded newlines in ticket bodies. Ticket descriptions with raw newlines and commas break naive CSV parsers and silently shift columns.
A single unescaped quote in one ticket body can shift every subsequent column without any error.
CSV Validator Catch broken headers and ragged rows in the raw export -
Inventory PII and set retention
Scan for emails, phone numbers, payment card fragments, national IDs and anything else regulated in ticket bodies and custom fields — support tickets are where customers paste things they should not. Decide what gets migrated, masked, or dropped, and record the legal basis.
Ticket bodies and attachments routinely contain card and ID data that never appears in a structured field.
PII & Compliance Scanner Find regulated fields before they land in a new system -
Quantify duplicates, orphans and dead references
Count duplicate contacts (same email, different casing), tickets whose requester no longer exists, organisations with no members, and attachments whose parent ticket is gone. Fix these in Puzzel Case Management where you can — migrating them just moves the mess.
Data Cleaner Strip empty rows, stray whitespace and dead columns -
Clean and normalise the export
Trim whitespace, drop empty rows and columns, normalise casing on emails and tags, and standardise every timestamp to UTC ISO 8601. Timezone drift is invisible at load time and shows up weeks later as SLA reports nobody can reconcile.
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Produce a masked copy for sandbox work
Generate a realistic but fake version of the export for testing and for any vendor who needs sample data. Loading real customer PII into a sandbox is a breach in most jurisdictions, and sandboxes are rarely covered by your DPA.
PII Masker Generate a safe copy for sandbox and vendor testing
Puzzel Case Management → Kayako specifics
- Organisations
- must exist before tickets reference them
- No bulk create
- Cases, users, and organizations must be created one at a time via individual POST requests.
- Rate limits per minute
- Exact limits are not publicly documented; they vary by plan. Monitor 429 responses and benchmark your tenant during UAT.
- Pagination cap
- 100 results per page maximum for GET requests.
- No created_at override (Kayako New)
- Most Kayako New tenants do not accept created_at in POST payloads — the API sets it to the request time. Confirm against your tenant.
Don't move on until
- Export parses cleanly with no ragged rows or encoding errors
- PII inventory complete and retention decisions recorded
- Duplicate and orphan records quantified and triaged
03 Field Mapping Turn two schemas into one signed-off mapping spec.
Objective A reviewed field-level mapping covering every object, with an explicit decision for every field that has no target.
Keep these open
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Generate the first-pass Puzzel Case Management → Kayako field map
Start from an automated match on both schemas, then review every row by hand. Automated matching gets the obvious 70% right and is confidently wrong on the rest — especially anything named "type", "status" or "custom_field_1".
Schema Mapper Opens pre-loaded with the Puzzel Case Management → Kayako field pair -
Map status, priority and channel values, not just field names
Enumerate every value in each picklist on both sides and map them explicitly. Value-level mismatches are the defect class that survives all the way to production because the field itself mapped fine — a ticket that should be "Pending" arriving as "Open" reopens SLA clocks.
Statuses with no target equivalent (on-hold, pending-customer) need a policy decision, not a best guess.
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Decide how custom fields land
Create the target custom fields first, matching type exactly (a dropdown mapped to free text can never be mapped back). Where Kayako has no equivalent, decide between a new custom field, a tag, or a note appended to the ticket body — and record which.
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Resolve identity and threading
Decide how source IDs are preserved — most platforms will not let you set the primary key, so keep the original ID in a custom field. Without it, reconciliation becomes fuzzy matching and every future support question about an old ticket is unanswerable.
Losing the original ticket ID makes reconciliation and rollback effectively impossible.
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Plan attachments, inline images and threading order
Confirm size limits, allowed MIME types, and whether inline images survive as attachments or need rehosting. Decide the comment ordering and author attribution rules: comments loaded out of order, or all attributed to the API user, destroy the conversation history agents rely on.
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Freeze and sign off the mapping spec
Version the spec, walk the support lead through it row by row, and get explicit sign-off. Any change after this point goes through change control — mid-flight mapping edits are how partial loads happen.
Don't move on until
- Every source field is mapped, deliberately dropped, or parked in a custom field
- Status, priority and channel value maps agreed with the support lead
- Mapping spec version-controlled and signed off
04 Test Migration Prove the pipeline on a small, representative slice.
Objective A pilot load into a Kayako sandbox that reconciles cleanly and has been reviewed by real agents.
Keep these open
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Stand up a Kayako sandbox that matches production config
Create the custom fields, groups, brands, business hours and SLA policies first. A pilot into a default sandbox tests nothing, because the failures you care about are all configuration mismatches.
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Pick a deliberately nasty pilot sample
Take 500-1000 records chosen for difficulty, not convenience: the longest ticket threads, tickets with the most attachments, non-Latin character sets, merged and split tickets, deleted requesters, and every status value. A clean random sample proves only that easy records are easy.
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Run the load with masked data and instrument everything
Log every API request and response with its source record ID. When 40 records fail out of 10,000 you need to know exactly which ones and why, without re-running the whole batch.
PII Masker Never load real customer PII into a sandbox -
Measure real throughput against the rate limit
Record achieved records-per-hour under Kayako's actual rate limits, including retries and backoff. Extrapolate to the full volume: if the maths says the full load exceeds your freeze window, you fix that now, not on cutover night.
Published rate limits are ceilings, not throughput. Assume real-world rates are meaningfully lower once retries and backoff are counted.
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Reconcile the pilot and triage every failure
Diff source against target on record counts and field-level values. Every discrepancy gets a root cause and a fix — "probably fine" at pilot scale becomes thousands of broken records at full scale.
Migration Validation Tool Diff the pilot batch against source before scaling up -
Put real agents in front of the pilot data
Have two or three agents work sample tickets end to end in the sandbox. They find the things reconciliation cannot see: unreadable threading, missing context, macros that no longer make sense. Fix the mapping, then re-run.
Don't move on until
- Pilot batch reconciles to 100% on record counts
- Agents have reviewed sample tickets and confirmed they are workable
- Measured throughput extrapolates to a viable full-load window
05 Cutover Execute the switch inside a controlled, reversible window.
Objective All in-scope data live in Kayako, agents working in the new system, and a rollback path that stayed available throughout.
Keep these open
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Pre-load history before the freeze
Load closed tickets and contacts days or weeks ahead while Puzzel Case Management stays live. Only open tickets and the final delta need to move inside the freeze — this is the single biggest lever on window length.
Helpdesk Migration Planner Size the freeze window from Kayako's real API limits -
Publish the runbook with times, owners and abort criteria
A timed sequence: freeze start, final export, delta load, channel switch, smoke test, go/no-go, agent switch. Name who does each step and the explicit condition that triggers a rollback. Decide the abort criteria before the night, when nobody wants to be the one to call it.
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Freeze Puzzel Case Management and take the final delta
Stop new ticket creation, let agents finish in-flight replies, then export everything changed since the pre-load. Announce the freeze to the whole business, not just support — someone always tries to raise a ticket during it.
Tickets created during an unenforced freeze land in the old system and are the most common source of permanently lost data.
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Load the delta and open tickets
Run the delta load, then reconcile counts before touching any channel. Do not repoint email until the delta has verified — an inbound ticket arriving mid-load is far harder to untangle than a few extra minutes of freeze.
Migration Validation Tool Confirm the final delta landed before you reopen -
Repoint channels and verify with live traffic
Switch email forwarding and MX or connector settings, update chat widgets and web forms, and re-authorise integrations. Then send real test tickets through every channel and confirm each lands, routes and triggers the right automation.
Email forwarding changes can take up to a full DNS TTL to propagate — check the TTL days in advance and lower it if needed.
Cron Expression Builder Schedule the delta syncs that run through the freeze -
Run the go/no-go and switch the agents
Walk the exit criteria with the decision-maker, call it explicitly, then move agents over with a named person on hand for the first few hours. Keep Puzzel Case Management read-only rather than cancelled — cancelling the old contract on day one removes your only fallback.
Don't move on until
- Full historical load complete and counts matched
- Inbound channels repointed and verified with live test tickets
- Rollback decision point passed explicitly, not by default
06 Validation Prove the migration is complete, then close it out.
Objective Documented evidence that data, workflow and reporting all survived, and a signed acceptance.
Keep these open
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Run the full reconciliation
Compare source and target on every object: total counts, counts by status, counts by group, attachment counts, and field-level spot checks on a random sample. Produce one report you can hand to an auditor.
Migration Validation Tool Reconcile Puzzel Case Management and Kayako record-for-record -
Verify field completeness, not just record counts
Re-profile the loaded data and compare null rates per field against the source profile. Matching record counts with a field that silently arrived empty is the failure mode counts alone will never catch.
Data Profiler Prove field completeness held up through the load -
Rebuild reporting and compare against baselines
Recreate your core dashboards — volume, first response time, resolution time, CSAT — and compare to pre-migration figures for the same period. Explain every variance; a changed SLA calculation is a real finding, not a rounding error.
SLA and first-response metrics are usually recalculated from the loaded timestamps, so they will differ if any timestamp mapping was approximate.
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Test the workflow layer end to end
Fire every trigger, automation, SLA escalation, macro and notification with a live ticket. Workflow does not migrate — it gets rebuilt — so it is untested until someone has actually watched it run.
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Confirm compliance and produce the audit trail
Re-scan the loaded data for regulated fields, confirm retention and deletion policies are configured in Kayako, and file the evidence with your PII decisions from the audit phase.
PII & Compliance Scanner Produce the compliance evidence your auditor will ask for -
Sign off, then decommission on a schedule
Get written acceptance against the Discovery success criteria. Keep Puzzel Case Management read-only for an agreed period (30-90 days is typical), take a final archive export, and only then cancel. Diarise the decommission date so it does not quietly renew.
Don't move on until
- Full reconciliation report attached to the project record
- Reporting baselines match pre-migration figures within agreed tolerance
- Formal acceptance signed and archive retention scheduled
Field mapping reference
The field-by-field mapping for each object. Use this as the starting point for your mapping spec.
Puzzel Case Management Kayako
| Puzzel Case Management field | Kayako field | Notes |
|---|---|---|
| Organisation | Organization | Near 1:1. Map custom attributes to Kayako org custom fields. Enable domain matching in Kayako to auto-associate future users. |
| Contact / Customer | User (customer role) | Map email, name, phone. Puzzel contact groups have no Kayako equivalent — use org or tags. Retain primary email as unique identifier. |
| Agent / User | User (agent/admin role) | Map team membership. |
| Team | Team | Near 1:1. |
| Ticket | Case / Conversation | Core record. Map status, priority, assignee, channel. Store Puzzel Case ID in a Kayako Custom Field (e.g., legacy_puzzel_id) for auditability. |
| Ticket Message (reply) | Post (case message) | Preserve sender, timestamp, HTML body. |
| Note (private) | Note | Kayako notes are agent-internal by default. Direct mapping. |
| Note (public) | Post | Puzzel supports flagging notes as public or private — private notes are not exposed via API channels. Public Puzzel notes should be migrated as case posts in Kayako, not notes, to preserve customer-visible context. |
| Category | Tag or Custom Field | Puzzel categories are structured (multi-tier with dropdowns). Flatten to tags for simple use; map to custom dropdown fields for structured data. See detailed options below. |
| Form | Form (conversation type) | Kayako forms control which fields appear per conversation type. Rebuild manually. |
| Form Field | Custom Field (conversation) | Map field types: dropdown → dropdown, text → text, date → date. Nested dropdowns have no Kayako equivalent — flatten to separate fields. |
| Tag | Tag | Direct 1:1 mapping. |
| Attachment | Attachment | Binary transfer via API. Upload via POST /api/v1/cases/{id}/attachments (see Attachments section). |
| Smart Rule / Inbound Rule | Trigger | Cannot be migrated programmatically. Must be rebuilt manually. |
| SLA Policy | SLA Policy | Rebuild manually. |
Puzzel Status Status
| Puzzel Case Management field | Kayako field | Notes |
|---|---|---|
| New | New | Direct map |
| Open | Open | Direct map |
| Pending | Pending | Direct map |
| On Hold | Pending | Kayako has no native "On Hold" — map to Pending and add a tag on-hold or create a custom field hold_reason to preserve context |
| Resolved | Completed | Kayako's "Completed" is the semantic equivalent |
| Closed | Closed | Direct map |
Object Puzzel Count
| Puzzel Case Management field | Kayako field | Notes |
|---|---|---|
| Organizations | X | |
| Users (customers) | X | May differ if duplicates were merged |
| Users (agents) | X | |
| Cases (tickets) | X | Account for intentionally skipped records |
| Posts (messages) | X | |
| Notes | X | Public notes become posts — adjust counts |
| Attachments | X | Oversized files logged separately |
| Tags | X |
Rebuild Au mations
| Puzzel Case Management field | Kayako field | Notes |
|---|---|---|
| Inbound Rule (route by subject) | Trigger (on case create) | Match subject with regex, assign team |
| Event Rule (escalate on SLA breach) | Monitor (time-based) | Configure SLA policy + escalation trigger |
| Smart Rule (auto-categorise) | Trigger (on case create/update) | Set tags or custom fields based on conditions |
| Response Mapping (webhook enrichment) | External webhook + API callback | Build external service; no native equivalent |
Puzzel Kayako
| Puzzel Case Management field | Kayako field | Notes |
|---|---|---|
| Ticket ID | legacy_puzzel_id (custom field) | Preserve for reference and auditability |
| Subject | Subject | Direct copy |
| Status | Status | New→New, Open→Open, Pending→Pending, On Hold→Pending (+tag), Resolved→Completed, Closed→Closed |
| Priority | Priority | Low→Low, Medium→Normal, High→High, Critical→Urgent |
| Team | Team | Map by name or create lookup table |
| Assigned Agent | Assigned Agent | Map by email address |
| Customer Email | Requester (user) | Lookup or create user by email; handle 409 Conflict |
| Organisation | Organization | Lookup or create by name; load before users |
| Category: Query Type | Custom Field or Tag | Flatten or map to custom dropdown (see options above) |
| Form Field: Contract ID | Custom Field (conversation) | Create matching custom field in Kayako |
| Tags | Tags | Direct copy |
| Message (HTML body) | Post contents | Sanitize HTML, replace CID image references with Kayako URLs |
| Note (private) | Note | Direct copy |
| Note (public) | Post | Convert to case post; prefix with [Migrated Note] |
| Created Date | original_created_at (custom field) | Store in custom field (Kayako may not accept created_at override) |
| Attachment | Attachment | Download from Puzzel, upload to Kayako via multipart POST |
Risk matrix
Per-object risk for this pair. Plan extra validation around anything marked high.
| Object | Risk | Notes |
|---|---|---|
| Tickets / Cases | medium | 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. |
| Message Threads / Conversation History | high | 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. |
| Attachments | high | 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. |
| Contacts / Users | low | 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. |
| Organisations | low | 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. |
| Categories | high | 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. |
| Custom Fields / Form Fields | medium | 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. |
| Notes (Private and Public) | medium | 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. |
| Tags | low | 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. |
| Automations / Smart Rules / SLAs | high | 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. |
The hard parts
What makes this specific migration difficult, beyond the mechanics.
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.
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.
Tools used in this playbook
All free, all run entirely in your browser — nothing is uploaded.
FAQ
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.