FAQs

The Changelog is a dedicated section in Puzzle where your team logs operational decisions as they happen. Each entry has a title, the reasoning behind the decision, an owner, a status, and links to the specific steps and tools it touched. The reasoning stays attached to the work it shaped, so you can recall the "why" months later without digging through Slack threads or meeting notes.

Open Changelog from the top navigation. In the "What changed?" form at the top of the feed, type a title, pick a Status and an Owner from the dropdowns, then click Log Change. The new entry opens with a body for your rationale, and a sidebar for status, owner, tools, and step associations. Everything auto-saves as you type.

No. Puzzle does not have an activity log or automatic audit trail. Edits to steps, sections, tools, or other parts of your workspace are not tracked anywhere.

The closest tool is the Changelog, but it works differently from the activity logs you may have used in other PM or operations tools. The Changelog only contains the changes someone has chosen to log, complete with a title, rationale, owner, status, and links to the steps and tools the change affected. If nobody logs a change, it won't appear anywhere.

This is deliberate. The Changelog is built to capture the decisions worth remembering (the ones with reasoning behind them), with their full context, rather than fill up with every micro-edit your workspace produces. You can log changes manually, or have Nova draft them from meeting notes, or let Claude log them through Puzzle MCP.

Nova is Puzzle’s AI Agent that generates and updates real workflow components inside your workspace. Based on text prompts, images/diagrams, or structured CSV uploads, Nova can create sections, steps, connections, roles, and tool assignments—building a structured workflow that you can immediately edit and refine.

You can generate workflows using several input types:

• A written prompt describing your process
• Images such as whiteboards, flowcharts, or screenshots
• CSV files with structured workflow or system data

Nova interprets the structure of these inputs and converts them into an editable Puzzle workflow.

No. Puzzle subscriptions (Builder, Optimizer, Enterprise) cover your access to Puzzle but do not include monthly Nova credits. Nova usage is billed separately through credit packs.

Nova uses AI Credits to generate or modify workflows. Credits are consumed based on the complexity of the request—smaller actions use fewer credits, while generating workflows from diagrams or large datasets may use more.

Every Puzzle account receives 1,000 or 2,000 starter credits depending on the onboarding path chosen at signup: 1,000 for Quick Onboarding, 2,000 for Full Workspace Setup with AI. Credits are allotted after onboarding wraps up.

AppSumo Lifetime Deal (LTD) accounts:
Lifetime Deal accounts do not include monthly credit renewals. However, LTD users were also given the same 1,000 starter credits when Nova was introduced. Once those credits are used, LTD users can continue using Nova by purchasing credit packs, which never expire.

If you run out of credits, you can purchase a credit pack to continue using Nova. Credit packs are available on any plan and never expire.

Credit packs can only be purchased by the owner of the organization. If you are a member of the workspace but not the owner, the option to buy credits will not appear in your account.

To check your organization’s credit balance or purchase additional credits:

1️⃣ Go to your Organization page in Puzzle.
2️⃣ Click the account icon 🏛️ in the right sidebar navigation and scroll down to the Billing section.

In this section, you can view:

• Your monthly credits (total, used, and remaining)
• Any purchased credit packs (permanent credits that do not expire)
• Options to purchase additional credit packs (available to organization owners only)

If you need additional credits and are not the organization owner, please contact your organization owner to purchase a credit pack.

If you are the organization owner and still cannot purchase credits, please contact support@puzzleapp.io for assistance.

AppSumo Lifetime Deal accounts use Nova credits the same way every Puzzle account does. The LTD purchase covers your access to Puzzle. Nova credits work separately.

Every account, including LTD accounts, receives 1,000 or 2,000 starter credits, depending on the onboarding path chosen at signup: 1,000 for Quick Onboarding, 2,000 for Full Workspace Setup with AI. Credits are allotted after onboarding wraps up.

When you need more, the organization owner can buy a credit pack from Org Settings → Billing:

• Small: 2,500 credits for $20

• Medium: 7,500 credits for $50

• Large: 20,000 credits for $100

Credit packs never expire and work the same on every plan, including AppSumo Lifetime Deal accounts.

The Starter plan is intentionally generous to let users explore Puzzle fully. You get access to all features, but with a cap of 100 total objects. Objects are counted as the sum of steps, roles, people, tools, and changelog entries).

Builder removes that cap and is designed for ongoing scaling. So while Starter gives full visibility, Builder unlocks unlimited workflows and long-term use.

Think of it like this:

• Starter = full access, limited scale

• Builder = unlimited scale, professional usage

Puzzle no longer supports direct transfer of workspace ownership. Instead, workspaces live within Organizations, and ownership is managed at that level. Here are your options depending on what you're trying to do:

🔁 Transfer a Workspace to a Different Organization

Use this when you need to move an entire workspace to a different account — for example, to hand off a client workspace or move it to a new org.

• Click the workspace, and click the transfer icon in bottom part of the workspace sidebar.

• Choose the destination Organization — you must be an Owner or Admin in that Organization to transfer to it

• Confirm the transfer

⚠️ A few things to know before transferring:

• Users who don't belong to the destination Organization will lose access to the workspace

• There is no way to move individual workflows, tabs, or sections — the entire workspace transfers as a whole

• If you only need to move specific processes, use the Templates option below instead

👤 Reassign Workspace Within the Same Organization

Use this when the workspace stays in the same org, but you want to hand it off to a different person.

• Navigate to Organization Settings → Users tab

• Assign your client or teammate as the Owner

📦 Hand Off Individual Processes Using Template

Use this when you don't want to transfer the whole workspace — just specific workflows or sections.

• Save the sections or workflows you want to hand off as templates

• Deploy them inside your client's or teammate's workspace

💡 This is the best option for agencies and consultants who manage separate workspaces per client but want to share reusable processes across them.

🔗 Learn how to manage user permissions and ownership in Organizations →

Yes! You can duplicate a full workspace with just a few clicks. This is perfect if you want to reuse a structure you’ve already built—like when setting up a similar client, project, or department.

When you duplicate a workspace, Puzzle copies all your static setup: steps, roles, teams, tools, tasks, costs, connectors, entities, and Shared views—so you don’t have to start over. Comments are excluded to keep the new workspace clean.

To manage or cancel your Puzzle subscription, you have two options:

1. From the Organization Sidebar:

   • While inside your Organization, click Account Settings in the left-hand sidebar.

   • Then select “Go to Billing Portal” to manage or cancel your subscription.

2. Using the Support Widget:

   • Open the support widget in the bottom-right corner of the app.

   • Click “Go to Billing Portal”

   • Enter your subscription email and follow the confirmation link sent to your inbox to access billing.

📝 Note: Only Admins and Owners can access the Billing Portal.

Need help? See our full guide on Managing Your Account, or contact us directly at support@puzzleapp.io.

If your account shows no login activity or usage for a significant period, you may be eligible for a refund. Contact our support team with details, and we will review your case based on our inactive refund policy.

🛍️ AppSumo users: Refunds are managed directly through AppSumo and are subject to their 60-day refund window. Log in to your AppSumo account → Products → Puzzle to see your refund options. Puzzle cannot process AppSumo refunds directly.

If you're not receiving the reset email:

• Ensure you entered the correct email associated with your account.

• Check spam/junk folders in case the email was filtered.

• If you subscribed via Stripe but didn’t complete your Puzzle account registration, you need to register first. Visit this link to set up your account.

• If you still have issues, contact support@puzzleapp.io.

Yes. Puzzle supports two kinds of exports:

• 🖼️ Visual export (PDF or PNG): Export individual sections as a PDF or PNG from the section's quick action menu. Use this to share a visual snapshot of a specific part of your workflow. 👉 See how to export a section →

• 📥 Data export (.xlsx): Download all your workspace's steps and connectors as a single Excel file from Workspace Settings → Data. The .xlsx file has two sheets (one for steps, one for connectors) and includes fields like status, tool, section, notes, duration, and frequency. Use this for backups, spreadsheet analysis, or sharing workflow data with people outside Puzzle. See Puzzle Data Export for the full walkthrough.

Not yet supported: whole-workflow visual export (only one section at a time as PDF/PNG for now), native CSV (the .xlsx can be re-saved as CSV in most spreadsheet tools), and native JSON export.

Yes. You can upload PNG images and PDF files directly into the Notes section of a step using the Step Sidebar. This allows you to add visual documentation right where work happens—no need to leave the workflow.

If you see a network error when accessing a specific tab, check your internet connection and refresh the page.

If updates to notes, tools, or workflow elements aren’t saving, or connectors are missing, try logging out, refreshing the page, clearing your browser cache, and logging back in.

If the issue persists, try to recreate it, take a screenshot or record a short video, and report it via the Get Support Center or contact support@puzzleapp.io.

Step positions in Puzzle are saved to your workspace and should remain in place across refreshes. If steps you've moved (especially via multi-select) snap back after a refresh, that's a bug — usually caused by a temporary backend sync or browser cache issue. The standard fix is to log out of Puzzle, refresh the page, clear your browser cache, and log back in. In most cases, the positions will save correctly after that. If the issue still happens, please report it through the in-app support widget or email support@puzzleapp.io with a short screen recording of what's happening so we can investigate.

There are two ways to share feedback with the Puzzle team, depending on what you need:

🛠 Bug reports or product issues
Use the in-app support widget to submit a support ticket. This ensures your issue is tracked and resolved by our team.

🌟 Feature requests or suggestions
Visit our Public Roadmap to view in-progress features, vote on existing ideas, or submit new feature suggestions.

Your feedback helps shape Puzzle’s roadmap—thank you for sharing it with us!

If you're trying to avoid rebuilding or duplicating steps, you have two options:

🔁 Use an Alias Step
An Alias is a synced version of another step. It mirrors all details from the source step (tool, roles, notes, etc.), and any updates made to one will reflect in the other automatically. Perfect for shared actions like forms, reviews, or approvals that happen in multiple places.

➡️ Use a Go-To Step
If you want to jump from one step to another in your workflow — even across sections or workflows — choose the Go-To step type. It lets you create navigational shortcuts while keeping your workflow clean and organized.

If you’re not receiving the Stripe billing portal link in your email, it’s likely because the email associated with your Puzzle account is different from the one you used for your Stripe subscription.

✅ What You Can Do:

• Do you have another email that your Stripe subscription could be under? Try checking that inbox.

• Still can’t find it? Reach out to us at support@puzzleapp.io, and we’ll help locate your subscription or assist with any billing concerns.

💡 Tip: Always use the same email for both Puzzle and Stripe to avoid billing access issues in the future.

Use Shared Views to give anyone a read-only link to selected parts of your workspace. Shared Views can include workflow sections, teams, tool groups, or specific people from the People Canvas, so you can tailor exactly what viewers see. Password protection is available if you're sharing externally.

🔒 Shared Views are strictly view-only — viewers cannot edit, comment, or interact with the workflow.

If an input is missing from the sidebar, it’s likely disabled in your workspace settings. Check Step Sidebar Configuration in Workspace Settings and ensure the input is turned ON. Learn more about Step Sidebar Configuration here.

Yes. Set your workspace currency from Workspace Settings → Currency. Puzzle currently supports:

• USD (US Dollar)

• EUR (Euro)

• GBP (British Pound)

• CHF (Swiss Franc)

• JPY (Japanese Yen)

• CAD (Canadian Dollar)

• AUD (Australian Dollar)

Cost values across the Tool Canvas, Step Cost Calculator, and Process Costing Sidebar all display in your selected currency.

This typically happens when the AppSumo license isn't activated through the correct onboarding flow. If you're seeing the Starter plan instead of the Tier 1, 2, or 3 features you purchased, don't worry — your license is still valid, and we can fix it manually.

To resolve this, please send us:

• A screenshot or copy of your AppSumo purchase receipt

• The email address tied to your Puzzle account

Once we have that, we'll sync the correct AppSumo tier (1, 2, or 3) to your account right away.

Not at the moment.

Puzzle does not currently offer an affiliate, referral, or ambassador program, and we don’t provide affiliate links, referral tracking, or custom discount codes.

We really appreciate users who share Puzzle with their audience, create content, or run workshops using the product. While we don’t have an official affiliate program today, this is something we may explore in the future.

If that changes, we’ll announce it publicly and update our documentation.

The Puzzle AppSumo campaign has ended and the lifetime deal is no longer available for new purchases.

If you're interested in using Puzzle today, you can explore our current pricing plans on the Puzzle website.

Puzzle doesn't have a guest user role. If you need to give someone view-only access to parts of your workspace, use Shared Views. Shared Views generate a read-only link to workflows, teams, tool groups, or specific people, and viewers don't need a Puzzle account to open the link.

👉 Learn how to create a Shared View →

Yes. Click the 🌙 moon icon in the top navigation bar to switch Puzzle to dark mode. Click again to switch back to light mode. Dark mode applies across your canvases, sidebars, and organization views. Available on all plans.

Sign up at app.puzzleapp.io/register with your work email and password. Puzzle will walk you through a guided onboarding flow, then drop you into your workspace ready to build.

Read the Setting Up Your Puzzle Account: Onboarding Walkthrough for the full step-by-step guide.

Sections help group related steps together, making workflows easier to manage.

Steps represent tasks, decisions, or actions within a workflow. You can customize steps by adding descriptions, assigning team members, and integrating tools.

To create a workspace, log in to Puzzle and click Create New Workspace from the dashboard.

Once inside, use the Add Section to organize your workflows.

Click Add Step within a section to start building your process. Define the step details, assign roles, and link any necessary tools.

If you're just starting with workflow management, we suggest checking out the app's built-in tutorials, video guides, and resources. These materials will assist you in becoming familiar with the app's features and functions. Additionally, feel free to look through our Help Articles.

Use these strategies to keep your workflows structured, easy to navigate, and scalable:

• Tabs: Break large workflows into separate tabs by project, team, or process phase for better focus.

• Sections: Group related steps within tabs to keep processes clear and digestible.

• Step Colors: Use manual coloring or conditional rules to visually categorize steps by status, owner, or type.

• Roles & RACI Tags: Assign clear responsibilities with RACI role tags to improve team alignment.

• Tools & Attributes: Connect tools and structured data to show how systems and fields are used in each step.

• Cost Tracking: Cost Tracking: Document tool costs using Per Seat, Usage, Flat Fee, or One-Time cost items, and calculate step costs using role rates and time.

• List View: Switch to List View for quick filtering, auditing, or bulk editing steps and sections.

• Shared Views: Share workflows securely with clients or stakeholders via shareable links or iframe embeds—no login required.

Familiarize yourself with the dashboard, side navigation, and workspace views. Use keyboard shortcuts for quick actions and leverage search functionality to locate workflows faster.

List View shows your workflow in a clean, filterable table—great for managing large or complex processes.

🔹 Step View:
See all steps in a table and filter by Step Type, Status, Executor, Roles, Tools, Attributes, Sections, or Tab. You can also bulk-edit roles, tools, and more to quickly update multiple steps at once. 💡 Note: Step Notes are not shown in List View.

🔁 Section View:
Toggle to view all sections across tabs in one place. Filter by Tab, Roles, Tools, or Section color, and edit section colors directly in the table.

List View is for managing and filtering steps inside your workspace. It helps you organize and edit processes.

Shared Views are shareable links that let others see selected content from your workflows, Teams Canvas, Tools Canvas, or People Canvas without logging in.

Tabs allow you to organize different sections of your workspace for faster navigation and better workflow management. Instead of switching between multiple screens, you can keep relevant workflows, tools, or documentation accessible in separate tabs within the same workspace. This improves efficiency by reducing clutter and making it easier to switch between related processes.

Yes! You can rename, rearrange, and add new Tabs based on how your team organizes workflows. Simply click the + (plus) icon to create a new Tab, then assign workflows or tools to it. This allows you to structure your workspace in a way that makes sense for your processes.

To create a template, select the section you want to save, then click Save as Template from the toolbar. Provide a clear name and description to help you recognize and reuse it later.

Templates are private by default and can be used within your workspace based on role permissions. There’s currently no option to make templates public or share them outside your organization.

For detailed steps, refer to our step-by-step guide here.

Templates let you save, reuse, and share workflow structures for faster deployment. You can choose from pre-built templates or create custom ones. Templates help maintain consistency across processes and reduce setup time.

If your tool isn’t available in the Puzzle library, you can add it manually in two ways — from a step or from the Tools Canvas.

🧩 Option 1: From a Step

1. Go to any step in your workflow and click the ➕ Add Tool button in the sidebar.

2. Click “New Tool” in the upper right of the pop-up.

3. Enter the Tool Name and Tool Link (URL).

4. Puzzle will attempt to auto-generate the tool’s image using its website favicon.

5. If the image fails to load or you prefer a custom icon, click the Upload Image option to upload your own.

6. Click Save — the tool is now added and available across your workspace.

🧩 Option 2: From the Tools Canvas

1. Go to the Tools tab and click the 🔍 Search icon in the upper-left.

2. Search for the tool. If it’s not listed, click “Create New Tool.”

3. Add the Tool Name and Tool Link (URL).

4. Puzzle will attempt to auto-load the favicon as the tool image.

5. You can upload a custom image if needed.

6. Hit Save — the tool will be added to your workspace and appear in your Tool Canvas.

If Puzzle can’t load the tool’s favicon based on the website URL, you can upload your own image during the setup. Just click the Upload Image option button when adding the tool to choose a logo from your computer.

First, if you can't find a tool in the library at all, you can add it yourself. See Utilizing the Tool Canvas → for how to add tools to your workspace.

If the tool exists but its logo or icon appears incorrect or is missing, this needs to be fixed on our end. Contact support@puzzleapp.io with the tool name and we'll get it updated.

Tools in Puzzle are part of a shared, community-wide library, meaning the same tool can be used across many organizations. Because of this, editing a tool's name, logo, or link could affect other workspaces using it, so tools can't be edited directly in-app after they've been created.

Yes. When you click a tool on the Tools Canvas, its sidebar shows every step that uses the tool. You can also open the Changes tab in the tool sidebar to see every Changelog entry linked to that tool, including decisions, migrations, or configuration changes over time.

If you created a workspace by mistake or no longer need one, you can delete it—just make sure you have the right permissions first.

🛑 Only Workspace Owners or Admins can delete a workspace. If you don’t see the delete option, check your role in the workspace.

✅ Steps to delete a workspace:

1. Click the workspace you want to remove.

2. In the Workspace Sidebar, scroll all the way down.

3. Click the 🗑️ Delete Workspace button at the bottom.

4. When prompted, type the workspace name to confirm deletion.

💡 This extra confirmation step helps prevent accidental deletions.

⚠️ Note: Workspace deletion is permanent. All associated data will be lost and cannot be recovered.

Yes! Puzzle allows users to create and manage multiple workspaces. You can switch between them using the Workspace Selector in the dashboard

If you’ve uploaded a PDF or image to the Notes section of a step or section and want to remove it, here’s how:

1. Click into the Notes field where the file is visible

2. Select the file

3. Press Backspace or Delete on your keyboard

Shared Views are read-only, shareable links that let you show selected parts of your workspace to others without requiring a Puzzle account. They're ideal for sharing progress with clients, teammates, or stakeholders who don't need editing access.

To create a Shared View, click the Share button in the top-right corner of any canvas that supports Shared Views (Workflows, Teams, Tools, and People). Pick the content you want to include: workflow sections, teams, tool groups, or specific people from the People Canvas. Puzzle generates a secure link you can share, and you can optionally add password protection to restrict access.

For workflow sections, viewers see step names, notes, assigned roles, linked tools, and any attributes added to each step. They can also use the "View As" dropdown to filter the workflow by role. If any step is connected to an external automation (Zapier, HubSpot, or n8n), a clickable link appears in the sidebar. For teams, tool groups, and people, viewers see the same layouts you do, without edit permissions.

Shared Views are fully view-only. Viewers cannot edit, comment, or interact with the underlying workspace.

Yes! You can share specific tool groups from your Tools Canvas as part of a Shared View. Click the Share button in the top-right corner of your Tools Canvas, create a new Shared View or add to an existing one, and pick the tool groups you want to include. You can also mix tool groups with workflow sections, teams, or people from other canvases in the same view.

Viewers see the tool cards, logos, notes, and any linked details in a read-only layout. Add password protection to restrict access if you're sharing the view externally.

For the full walkthrough on creating and managing Shared Views, see the Shared Views: Share and Collaborate support article.

White-labeling is not currently supported — shared views will show Puzzle branding. If this is important to you, check our public roadmap at feedback.puzzleapp.io to upvote or follow the request.

Puzzle has three different AI features — each one does something different:

• 🤖 Nova — Puzzle's built-in AI workflow builder. Use Nova when you want to create a new workflow from scratch. Just describe the process, upload a diagram or image, or import a CSV, and Nova builds the sections, steps, roles, and connections for you. Nova can also analyze and suggest improvements to existing workflows. 👉 Learn about Nova →

• ✨ AI Notes — Auto-generates written documentation for your existing steps and sections. Use this when your workflow is already built, and you need to fill in the notes and descriptions quickly without typing everything manually. 👉 Learn about AI Notes →

• 🔌 Puzzle MCP — Connects Claude directly to your Puzzle workspace. Use this when you want to ask questions about your operations, generate reports, or build and update workflows using AI from outside Puzzle. 👉 Learn about Puzzle MCP →

The Teams Canvas allows you to visually structure your team by defining roles, mapping responsibilities, and showing how members interact within workflows.

You can:

• Create teams and assign roles

• Position roles to reflect real collaboration dynamics

• Add connectors between roles to show reporting lines, dependencies, or communication flow

• Label connectors to clarify the type of relationship or interaction (e.g., “reviews,” “approves,” “reports to”)

This visual map helps your team understand who does what and how everyone fits into the bigger picture.

Yes. When you select a role in the Teams Canvas, the sidebar shows all the steps and workflows that role participates in. You can even click to jump directly to the relevant step.

Absolutely. Add hourly rates in the role’s sidebar within the Teams Canvas. These rates connect with Puzzle’s Process Costing features to provide accurate cost calculations.

Comments allow you to discuss and collaborate on specific Steps, while Tasks help you break down work into actionable items. These features enhance communication and task management.

Yes! Puzzle lets you embed any Shared View into external tools like Notion, web pages, Google Docs, and more using an iframe embed code.

To do this:

1. Click the Share button in the top-right corner of any canvas (Workflows, Teams, Tools, or People).

2. Select or create the Shared View you want to embed.

3. Click the Embed (</>) icon to generate and copy the code.

4. Paste the code into any platform that supports iframes, like Notion, websites, or wikis.

This is perfect for showcasing workflows, teams, tools, or people in client portals, internal documentation, or wikis without requiring someone to log in to Puzzle.

Yes. When you embed a Puzzle Shared View, viewers can still use all the interactive features—like switching tabs, zooming, and filtering by role. The embed acts like a live window into that specific workflow, keeping everything up to date and easy to explore from wherever it's embedded.

Yes. AI Agent is a Type option on the People Canvas, so you can document AI agents (like Bella for support, Nova-powered workflows, or custom

Claude/ChatGPT agents) alongside employees, contractors, and advisors.

Add a new Person card, select AI Agent as the Type, and treat it like any other team member — assign it a role, connect it to workflows, and use connectors to show who owns or maintains it.

This gives you full visibility into how AI is contributing to your operations, right alongside the humans doing the work.

An Organization is a container that holds all your Workspaces. It holds your plan and billing, and all features apply to every Workspace inside it. It also helps you manage users, permissions, and visibility across multiple Workspaces from one central place. You can only have one Organization per email address.

A Workspace is where you build your processes. It's like a large container for everything inside your Organization. Each Workspace has its own Workflows, Teams, People, Tools canvas, and Data Model. How you use it is up to you — some teams set up one Workspace per company, others per department, per client, or per project. You can have unlimited Workspaces inside one Organization.

No. You can have just one Workspace or several within your Organization — there's no limit. How you structure them is up to you. Some teams use one Workspace per company, others per department, per client, or per project. The model is flexible, perfect for agencies, startups, or internal teams managing multiple operations.

No. Users can only access the Workspaces they’ve been explicitly granted access to, even if they belong to the same Organization.

Go to the Organization sidebar → Users tab → click “+ Invite.” From there, you can assign roles and give Workspace access all in one place. For a step-by-step guide, you can check this article.

Being added to an Organization doesn't automatically give access to all workspaces inside it. Workspace access is managed separately per user.

To give a user access to a specific workspace:

• Go to Organization settings → Users tab

• Click on the user's name to open the Update User Access panel

• Under Workspace(s) Access, search for and select the workspaces you want them to have access to

• Click Save

💡 Think of it this way: the Organization is the account, and each Workspace is a separate project inside it. Being in the account doesn't mean you're automatically added to every project.

👉 Learn more about how Organizations and access work →

Yes, Owners and Admins can transfer a Workspace from one Organization to another using the Workspace sidebar transfer button.
​
​🚨 Note: When a Workspace is transferred:

• Owners/Admins of the new Organization are automatically added

• The Owner of the sending Organization is also added

• Other users are retained only if they already belong to the destination Organization

Use the Users tab in your Organization sidebar to assign roles like Owner, Admin, or Editor — each with different levels of access and control.
​

Yes. Only the current Owner can transfer organization ownership to another user.

If an Admin or Editor creates a new Workspace:

• The Owner and all Admins are automatically added

• Owners and Admins can invite additional Editors

• 🚨 Editors cannot invite users themselves to a newly created Workspace.
  ​

Yes. Only the Owner can delete an Organization.
​

Before deletion:

• All Workspaces must be deleted or transferred out

• Once empty, the Owner must confirm by typing the Organization’s name to finalize deletion
  ​

No. Once a user is invited to your Organization, you can grant them access to new Workspaces without sending a new invite.
​

If someone hasn’t accepted their invite to your Puzzle Organization, you can resend it without needing to remove or re-invite them.

👣 Here’s how:

1. Go to your Organization Sidebar and open the Users tab.

2. Find the user with an "Invited" status next to their name.

3. Click the ✏️ pencil icon to open their user details.

4. At the top of the user details panel, click “Resend Invite.”

📨 This will trigger a new invite email and confirm that it was sent successfully.

🔐 Resending an invite does not change the user’s permissions or affect seat counts—it's just a helpful way to make sure they can access Puzzle if they missed the original email.

Use the Editor role. Editors can create and edit Workflows but can’t invite users or access billing and settings.
​

Yes. Just assign them to the specific Workspace they need access to. Membership in the Organization doesn’t automatically grant access to every Workspace.
​

They probably haven’t been granted access to any Workspaces yet. After inviting them to your Organization, make sure to assign Workspace access from the Users tab.
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Single Sign-On (SSO) lets your team log in to Puzzle using your company’s identity provider (like Okta), instead of separate email and password credentials.

SSO is only available on the Enterprise plan. If the Security tab isn’t visible, your plan may not include it.

Users must log in through your identity provider. Email/password login will be blocked for your domain.

Make sure all values match your identity provider exactly. If issues continue, check with your IT team.

This feature is Enterprise-only. On the Enterprise plan, tab-level permissions let owners and admins switch any tab on the Workflows Canvas from Public to Private and choose which workspace members have access. Private tabs display a lock icon.

To add someone to a private tab, they must already have access to the workspace. Users on Starter, Builder, or Optimizer will see the Permissions option but will be prompted to upgrade to Enterprise to use it.

Read Mastering Tabs in Puzzle for the full walkthrough.

A workflow in Puzzle consists of Sections that group related Steps. Sections help organize workflows, while Steps represent individual tasks or decisions. To structure a workflow, navigate to Workspace > Add Section, then create Steps within it.

Break large workflows into smaller, manageable sections, use labels and color coding, and periodically review step efficiency to remove bottlenecks.

To create a step, click Add Step within a Section and define the details, including the title, description, assignees, and linked tools. Steps can be customized to include specific instructions, automation triggers, and assigned team members.

Conditional Step Coloring visually highlights key steps based on defined conditions. You can apply color-coding to steps to indicate priority levels, approvals, or workflow status, making it easier to track progress at a glance.

Tabs and Sections are both ways to organize your workflows, but they operate at different levels:

• 🗂️ Tabs are the top-level containers — like separate canvases within your workspace. Each tab can hold multiple sections and steps. Use tabs to separate workflows by department, project, or process stage (e.g. Sales, RevOps, Future State).

• 📦 Sections live inside tabs. They group related steps together within a single workflow — like chapters within a process. Use sections to break a workflow into logical phases (e.g. Lead Qualification, Proposal, Closing).

Think of it this way: Tabs organize your workspace, Sections organize your workflows.

👉 Learn more about Tabs → 👉 Learn more about Sections →

Not yet. We have a feature under development where you can add swimlanes to any section on the Workflows Canvas to visually separate steps into labeled lanes — perfect for showing roles, phases, or parallel processes for non-technical clients. Launch is coming soon!

To add a swimlane, select the section and hover over the left sidebar, then click to add. Each swimlane creates two labels you can double-click to rename. Drag swimlanes up or down to reorder, or select and press Backspace to delete.

Swimlane width has a minimum size to keep steps readable.

If changes are not reflected, try refreshing the page. Sometimes, updates take a moment to sync properly​.

Yes! You can use Connector Labels to define conditional paths in your workflow. Additionally, you can use the Conditional Step Type, which changes the step shape to a diamond following BPMN (Business Process Mapping Notation). This helps visually indicate decision points in your process and ensures clarity when designing complex workflows.
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💡 Note: This is different from Conditional Step Coloring, which automatically color-codes steps based on rules like role, tool, or status. If that's what you're looking for, see Conditional Step Coloring →
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This usually happens when the canvas hasn't fully loaded. Here's what to do:

• Refresh the page or clear your browser cache and try again.

• Give it a few minutes before adding new connectors — if the canvas is still loading, new connections may not save correctly.

• ⚠️ If the issue persists after refreshing, contact us at support@puzzleapp.io.

Puzzle does not currently support archiving entire workflows. However, you can archive individual steps within a workflow by changing their Step Status to 'Archived' from the step settings.

Puzzle supports a few ways to bring existing workflows in:

• 🤖 Nova - upload an image or diagram, describe a process in plain text, or import a CSV. Nova converts it into an editable Puzzle workflow automatically.

• ⚡ Zapier - use the Puzzle Zapier Import Action to push steps and data from other apps into your workspace.

• 🔄 n8n - sync and visualize your n8n automation workflows directly inside Puzzle.

Looking for a specific import option that's not listed here? Check our public roadmap at feedback.puzzleapp.io to upvote existing requests or submit a new one.

Puzzle doesn't currently support a direct sync with Airtable or similar data tools. Check our public roadmap at feedback.puzzleapp.io to see if there's already a request for the tool you need — you can upvote it or drop a comment to show your interest. If it's not there yet, submit a new feature request, and we'll take a look.

Currently, it seamlessly integrates with HubSpot, Zapier, Make & n8n. We're dedicated to continually expanding our integration ecosystem to empower your workflows like never before. Keep an eye out for exciting upcoming features that will further optimize automation and elevate your business efficiency to new heights!

Puzzle doesn't currently offer a public API or webhook access. If this is something you need, check our public roadmap at feedback.puzzleapp.io to see if there's already a request you can upvote, or submit a new one.

In the meantime, the best ways to connect Puzzle with other tools are:

• ⚡ Zapier — automate workflows between Puzzle and hundreds of other apps

• 🔄 Make — build multi-step automation scenarios with Puzzle

• 🔌 Puzzle MCP — connect Claude directly to your Puzzle workspace for AI-powered read and write actions

👉 See all integrations →

You can follow the below steps.

• Connect your HubSpot Account

• Sync HubSpot Workflows

• Add Workflows to Your Map

• Connect Existing Steps to HubSpot Items

For a comprehensive step-by-step guide, follow the link to access the full article on HubSpot Integration Guide.

• Add Make to Workspace:

  • Go to the Tools section in your Workspace.

  • Find Make in the left sidebar and add it to your canvas using the "➕" button.

  • Click the Make box to see details on the tool's sidebar on the right.

• Generate API Key:

  • Log in to your Make account.

  • Access your profile settings and generate a new API key.

  • Label the key and copy the code.

  • Paste the code into the API token input field within the Make sidebar in Puzzle.

• Find Team ID:

  • In Make, click on "Team" in the left menu.

  • Check the URL for the Team ID, located between "make.com" and "/team".

  • Copy the Team ID number and paste it into the Team ID input field in Puzzle.

• Select Region:

  • Check the URL when logging into Make to find your account's hosting region (e.g., US1, EU1).

  • Select the correct region in the dropdown menu in Puzzle's Workspace.

• Complete Integration:

  • Click "Integrate" and verify your newly connected account appears in black text.

For a comprehensive step-by-step guide, follow the link to access the full article on Make Integration Guide.

When logging into Make, check the URL to find your account's hosting region (e.g., US1, US2, EU1, EU2). Select the correct region in the dropdown menu in your Puzzle Workspace during integration.

Ensure you have correctly entered the API token, Team ID, and selected the correct region. Double-check your settings and check our Make Integration Guide or contact support@puzzleapp.io for further assistance if issues persist.

To set up the Zapier integration, make sure you're logged in to your Zapier account, then go to your Puzzle workspace, navigate to the Tools section, and find Zapier in the sidebar or tool library. If it’s not added, click the “➕” button to add it to your canvas. From there, click the Zapier box to open the sidebar, and select the purple sync icon to connect your Zapier account.

For a comprehensive step-by-step guide, follow the link to access the full article on Integrating Zapier with Puzzle!

Yes, Puzzle allows you to connect and manage multiple Zapier accounts. Once you’ve integrated an account, you can sync multiple automations from different accounts into your workflows.

You can’t edit a Zap directly in Puzzle, but you can use Puzzle to view, enable, or disable linked Zaps and access them quickly for updates.

Yes, when you sync your Zapier automations with Puzzle, they will be automatically updated. You can refresh the automation list by clicking the sync icon to ensure your workflows are always current.

The Zapier Import Action allows you to automatically create steps in Puzzle based on triggers from Zapier apps. Unlike the general Zapier integration, which helps track and manage automations, the Import Action is a specific function that adds steps to workflows in real-time.

In Zapier, create a new Zap, select a trigger app, then choose Puzzle > Create Step as the action. Connect your Puzzle account and configure the step details like name, status, and assigned users.

Check that your API key is valid and that Zapier is properly connected to Puzzle. Ensure that the trigger app is sending data correctly, and test the Zap to troubleshoot errors.

When you connect your n8n instance, Puzzle pulls in all your existing workflows and represents each one as a visual step on your workflow canvas. This makes it easier to see how your automations connect with tools, roles, and processes—without logging into n8n.

No. Puzzle is a visualization tool. You can view and connect workflows, but editing must be done directly in your n8n instance. Each step includes a quick link to open the original workflow in n8n.

Click the refresh (↻) icon in the integration sidebar to re-fetch workflows. If nothing appears, double-check:

• Your API key is active

• Your n8n instance URL is correct

• You have permission to access workflows under the connected account

Yes! You can add multiple instances and label them uniquely (e.g., “Marketing n8n” or “Dev n8n”) so it’s clear which workflows belong to which environment.

If you're having trouble with any of Puzzle's integrations (HubSpot, Make, Zapier, n8n), here's what to check first:

• 📖 Review the setup guide for your integration and make sure every step was followed correctly. Most issues come from a missed step during the initial connection.

• 🔐 Check your permissions — some integrations require admin or super admin access in the connected tool. If you're not sure, ask your account admin.

• 🔄 Try disconnecting and reconnecting the integration from scratch.

• 🔄 Refresh the page or clear your browser cache if things look off after connecting.

If the issue persists, reach out to us at support@puzzleapp.io. A short screen recording of what's happening goes a long way in helping us diagnose the issue quickly.

👉 HubSpot Integration Guide → 👉 Make Integration Guide → 👉 Zapier Integration Guide → 👉 n8n Integration Guide →

If you forgot your password, click Forgot Password on the login page, enter your registered email, and follow the link sent to your inbox to reset it. If you’re not receiving the email, check your spam folder or contact support@puzzleapp.io.

🔐 Note: Only Owners and Admins can access the billing portal.

To update your billing information:

1. Access the Billing Portal through the Support Widget.

2. Enter your email and follow the link sent to your inbox.

3. Update your credit card or payment details. Changes will apply to the next billing cycle.

You can manage your plan directly through the Billing Portal:

• Go to your Organization settings → Account Settings → Go to Billing Portal

• Or open the support widget in the bottom-right corner of the app and click "Go to Billing Portal"

From there you can upgrade, downgrade, or make changes to your subscription. Changes take effect at the start of your next billing cycle.

💡 Note: Only Owners and Admins can access the Billing Portal. AppSumo lifetime deal holders cannot upgrade or downgrade through Stripe — your plan is tied to your AppSumo license.

Invoices and receipts can be accessed through the Billing Portal.

🔐 Note: Only Owners and Admins can access the billing portal.

To manage users, Owners or Admins can go to the Organization sidebar and open the Users tab. From here, they can invite new users and remove existing ones. Adding or removing users will automatically adjust your seat count and billing in the subscription.

If your payment fails, you will receive an email notification, and a retry attempt will be made. Ensure your payment method is updated in the Billing Portal to avoid service interruptions.

For account or billing assistance, reach out via:

• Support Widget in the app.

• Email support@puzzleapp.io.

• Visit our Help Center for troubleshooting guides.

Yes! If your organization is a verified 501(c)(3), you're eligible for 50% off any of our subscription plans.

To apply:

• Send your 501(c)(3) verification to support@puzzleapp.io and we'll get you set up.

💡 Note: The discount applies to subscription plans only and does not apply to AI credits.

Puzzle’s Process Costing features let you track the financial impact of your workflows with step-level precision. Using the Step Cost Calculator, you can enter estimated time, frequency, and assign a role (with a predefined hourly rate) to any manual step — Puzzle will automatically calculate the labor cost per run, month, or year.

Once your steps are configured, open the Process Costing Sidebar to see the total cost of the entire workflow, including:

• 💰 Labor costs (based on time, frequency, and role rates)

• 🧰 Tool costs (based on tools used in that section and their pricing from your Tool Canvas)

• 🔁 Toggle between monthly and annual views for labor costs

This makes it easy to identify high-cost areas, compare current vs. future-state processes, and clearly present ROI to clients or stakeholders.

📊 Learn more in this article: Calculating Process Costs in Puzzle →

To input cost data for a step, open the step and navigate to the Step Cost tab (💲 icon) in the step sidebar.

From there, fill in the following fields:

1. Time to Complete – Enter how long the step takes (in minutes).

2. Frequency – Select how often the step occurs (e.g. per run, monthly).

3. Assigned Role – Choose a role that has an hourly rate defined in your Team Canvas.

Once all three fields are entered, Puzzle automatically calculates the cost per run, per month, and per year. These step-level costs roll up into the Process Costing Sidebar, where you can view the total labor and tool costs for each workflow section.

📚 For full instructions, check the guide: Calculating Process Costs in Puzzle →

Yes! Puzzle's Tool Canvas makes it easy to manage and track the cost of all tools used in your Workspace.

When you add a tool, you can add one or more cost items to reflect how it's actually billed. Each cost item can be one of four types:

• Per Seat – Cost per seat × number of seats

• Usage – Rate reference + estimated monthly spend

• Flat Fee – Flat monthly or annual subscription

• One-Time – Single upfront cost (not included in recurring totals)

For each tool, you can also set:

• Tool status (Active, Considering, Cancelled)

• Renewal date (for recurring cost items)

• Additional notes for context

Puzzle automatically calculates:

• Estimated Monthly Spend – recurring cost items combined

• Estimated Annual Spend – annualized recurring spend

• Number of Active Tools – for a quick snapshot of your tech stack

Group tools into Tool Sections (e.g., by department or stack type) to compare costs side-by-side.

Yes. When adding a cost item to a tool, choose One-Time as the cost type and enter the upfront amount.

One-time costs are displayed separately on the tool card and are excluded from monthly and annual spend totals, since they aren't recurring. You can also combine One-Time with other cost items on the same tool (e.g., a One-Time setup fee plus a Flat Fee monthly subscription).

Currently, cost tracking is visualized within Puzzle, but an export feature for downloading cost reports is in development. Stay tuned for updates!

You can highlight steps in two ways:

• Manual Step Coloring: Change a step’s color directly from the step name field or use bulk edit to recolor multiple steps at once—ideal for quick visual grouping or custom organization.

• Conditional Step Coloring: Set up dynamic rules that automatically apply colors based on criteria like tools used, assigned roles, or step status. Perfect for scalable workflows that need consistent, logic-based visuals.

Both methods help bring clarity to your diagrams, making it easier to manage complex processes and present workflows to others.

You can enable Conditional Step Coloring by following these steps:

1. Click the paintbrush icon in the left toolbar to open the settings.

2. Click + Add Rule to create a new condition.

3. Choose a criteria type (Step Status, Tools, Roles, etc.).

4. Assign a color to that condition, and Puzzle will automatically highlight the steps that meet your rule.

This feature ensures key workflow elements are easy to spot, improving process visibility and efficiency.

If your step colors aren’t showing as expected:

• For Conditional Coloring, ensure your rules are configured correctly and match the current step data (e.g., tool, role, status). If everything looks correct, try refreshing the page—updates may take a moment to reflect.

• For Manual Coloring, a quick refresh also ensures the color updates display properly across your workspace.

If the issue persists after refreshing, contact support@puzzleapp.io for assistance.

Yes. Puzzle includes an AI-powered feature that helps you automatically generate process notes for individual steps or sections — based on the tools and roles assigned.

This is useful for quickly drafting documentation, aligning your team, and maintaining consistency across your workflows. You can review, edit, or regenerate the notes as needed. The feature only assists with writing notes — it does not create or modify steps themselves.

Entities & Attributes help you track how information moves through your tools and workflows. Think of them as a way to document the data that matters most—like contact names, order IDs, or product details—and show where that data is used in your processes.

You can use them to:

• Stay organized – Clearly document important data fields across your systems

• Understand connections – See how different tools or steps rely on the same information

• Avoid mistakes – Know where a field is used before making changes, so updates are smoother and safer

By using Entities & Attributes, your team gets a complete, visual picture of how your systems work—making everything easier to manage, update, and explain.

📚 Learn more in this guide →

Yes. Nova is built into every Changelog entry as a chat panel on the left side. Paste meeting notes, transcripts, or chat conversations into Nova and ask it to draft the rationale, summarize the decision, or propose which steps to associate. You can also use Claude through Puzzle MCP to log changes from outside Puzzle. At the end of a long conversation, ask the AI to record the outcome as a change and link the affected steps.

Open the workflow, click the step card, then click the Changelog icon in the step's side icon panel (the last icon, below sync/refresh). The Associated Changes panel opens with every change ever logged against that step.

If a step has no entries yet, you'll see "No changelog entries associated with this step."

We’ve moved away from the old 7-day free trial and now offer something even better: a free Starter plan.

It gives you full access to Puzzle’s core features—no time limit, no credit card required. You can build workflows, test automations, try AI-powered notes, explore templates, and more. The only limit is 100 total objects (steps, roles, people, tools, and Changelog entries) in your workspace.

The Starter plan is free—no credit card needed. It includes:

• Unlimited workspaces

• Up to 100 objects (steps, roles, people, tools, and Changelog entries)

• Core builders: Workflow, Team, and Tool

Great for solo users or trying out Puzzle before committing to a paid plan.

You'll still be able to view your processes, but to add new steps, roles, people, tools, or Changelog entries, you'll need to upgrade to a higher plan like the Builder or Optimizer plan.

Here’s a quick breakdown to help you decide:

For full feature details, check out our pricing page—or chat with our team if you’re unsure!

Yes! You can choose between monthly or annual billing—annual plans include a discount with 2 months free.

No. Integrations are only available on the Starter (up to the plan's 100-object limit across steps, roles, people, tools, and Changelog entries), Optimizer, and Enterprise plans.

Yes—our Enterprise plan includes tailored pricing, onboarding, and feature access. Reach out to our team to get started.

Puzzle limits each user to owning one organization per account. This prevents users from creating multiple organizations to bypass plan limits (such as the 100-object cap on the free plan).

If you're on an AppSumo Lifetime Deal, your LTD license activates during onboarding and is tied to that one organization. It cannot be applied to a second organization. To manage a second organization, you would need a fresh Puzzle account using a different email, with its own license or subscription applied to it.

• Own: You created the organization and manage its billing/settings

• Belong: You were invited to someone else’s organization
  You can belong to multiple free organizations, but only own one.

Your AppSumo LTD license covers one organization. During onboarding, your license is activated and linked to the organization you create at that time. It cannot be transferred to or applied to a second organization.

If you need a second organization, you would need a fresh Puzzle account using a different email, with its own AppSumo license or paid subscription applied to it.

Within your organization, you can create unlimited workspaces, so if your goal is to manage multiple clients or projects, workspaces are the right tool for that.

No. All new orgs start as free. Even if you plan to upgrade immediately, you’ll still hit the one-free-org limit.

To move forward:

• Use a different Puzzle account (email), or

• Ask a teammate to create and own the new organization

Have your client create their own Puzzle account and organization. You can then:

• Transfer a workspace to them

• Join their org as a collaborator