Puzzle App FAQs: Your Complete Guide

Yes! To transfer a Workspace to a new owner, navigate to the People Canvas, click on the person you want to assign as the new owner, and toggle their permissions on their People Card to 'Owner.' You can then change your role to Admin or Editor if you no longer need full ownership.

Yes! There are two primary ways to transfer ownership of a client’s processes:

To cancel your Puzzle App subscription, access the support widget, click "Billing Portal (For Admins Only)," or follow this link, enter your subscription email, and follow the confirmation link in the received email to access the billing portal. There, you'll find straightforward options to cancel your subscription. If you need assistance, follow the step-by-step guide in Managing Your Account or contact our support team at [email protected].

If you forgot to cancel your subscription before the trial ended, you can request a refund within 30 days of the trial expiring. Visit the Billing Portal, enter your subscription email, and follow the prompts to request a refund. Our team will review your request before approving it.

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 inactivity refund policy

If you're not receiving the reset email:

Currently, PDF export is not available, but this feature is planned for future updates. In the meantime, you can take a screenshot of your workflow, use your browser’s print-to-PDF function or use Views to share workflows externally in a structured, interactive format.

You can report any product issues, feature requests, or quality concerns using our feedback form or by reaching out through our support email. This helps our team track improvements and address any bugs effectively.

You're looking for the Go-To Step!

In the Step Type dropdown, select Go-To, which allows you to jump from one step to another, even if it's in a different part of the workflow or a separate workflow entirely. This helps streamline processes and improve navigation within complex workflows.

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:

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

We've removed the Viewer permission for invited people within a Workspace because the Viewer tag didn’t actually restrict any actions within the Workspace.

We’ll be bringing it back in the future, but until then, if you need "View-Only" permissions, you can use Public Shareable Views as an alternative.

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.

To get started, sign in with the email and password you used when signing up. Once logged in, you'll land in your company workspace, where you can begin building your workflows and teams.

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 Sections to categorize workflows, apply Step Colors for clarity, and assign roles to streamline collaboration. Keeping related workflows together makes navigation easier.

To create a template, select the section you want to save as a template, provide details such as a name and description, and decide if you want to make it public. You can also check out our step-by-step guide for more detailed information.

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.

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

If the tool you need is not available in the Puzzle Tools Library, you can manually add it by following these steps:

You can now assign this tool to workflow steps, track its cost, and set renewal reminders within the Tool Canvas.

If the tool’s icon does not appear automatically, email [email protected] with the tool details, and our team will manually add it.

Make the workspace inactive first; once inactive, the delete button will be enabled, allowing you to delete the workspace. Note: This action is irreversible and will permanently remove all associated data.

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

To invite team members, go to your Company Workspace > click on the People's tab > click on "Add Users" located at the bottom left part of the canvas > send an invitation to your team member's email address.

To remove a user from the workspace, Go to the People Tab, Select the User, and click Remove from Workspace. This will take effect immediately, although the user's contributions will still be visible in workflows.

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.

To create a View, click the "[◉] Public/Shareable Views: button, add a view, and select the section/workflow you want to share. A link will be generated to share with team members or external collaborators. To learn more about creating or managing your Views, check out our help article here.

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.

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.

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.

Currently, it seamlessly integrates with HubSpot, Zapier, and Make. 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!

You can follow the below steps.

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

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.

While you can’t edit a Zap directly in Puzzle, 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.

Yes! Your feedback is valuable in shaping our roadmap. Please fill out this form to report any product issues, feature requests, or quality issues that you’ve detected.

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 [email protected].

For plan updates, use the support widget to navigate to the billing portal, enter your subscription email, and follow the confirmation link in the email. Once in the billing portal, easily explore options to modify your Puzzle App plan, be it transitioning between tiers, adjusting agency numbers, or changing billing frequencies.

For a comprehensive step-by-step guide, follow the link to access the full article on managing your Puzzle App account.

To update your billing information:

Invoices and receipts can be accessed through the Billing Portal.

Admins can manage team members in the Company Workspace > People Tab. New users can be invited, and inactive users can be removed, adjusting seat counts accordingly.

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:

The Step Cost Calculator in Puzzle allows you to track the financial impact of each workflow step by assigning hourly rates to roles. Puzzle then automatically calculates the cost based on the estimated time spent on that step. This feature helps with budgeting, resource allocation, and justifying automation costs by providing clear cost insights within your workflow.

You can enter cost details directly within the Step Sidebar:

The total workflow cost can be seen at a glance, allowing for better cost control and decision-making.

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

Conditional Step Coloring allows you to set custom rules to automatically color-code steps based on specific conditions like tool usage, assigned roles, or workflow status. This makes it easier to analyze processes, manage changes, and present workflows to stakeholders by bringing instant clarity to your diagrams.

You can enable Conditional Step Coloring by following these steps:

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

If your Conditional Step Coloring rules aren’t applying properly, try refreshing the page. Sometimes, updates take a moment to reflect in real time.

Yes! AI-Generated Notes in Puzzle can automatically create step and section descriptions based on the tools and roles involved. This ensures consistency, saves time on documentation, and helps teams stay aligned when managing workflows.

Entities & Attributes help track how tools, endpoints, and systems interact within your workflows. This feature is essential for:

By using Entities & Attributes, teams can maintain a structured and clear view of their automation landscape.

This feature enhances process documentation and operational efficiency by making connections between tools and workflows more transparent.

Yes! The Tool Canvas in Puzzle provides a structured way to track the costs of all your business tools in one place. You can enter the monthly or annual cost of each tool, and Puzzle will automatically calculate total expenses for your workspace.

The Cost Summary panel on the right sidebar gives you an instant breakdown of:

Additionally, you can set renewal dates for each tool, helping you track upcoming subscription payments and avoid unexpected charges. If any cost details are missing or outdated, you can update them at any time within the Tool Canvas.

Yes! When you click on a tool in the Tool Canvas, the sidebar will show a list of all workflow steps where that tool is currently used. Clicking any of these steps will take you directly to the relevant part of your workflow.

We’d love your input! You can submit feature requests or vote for upcoming ideas on our Feature Request Board:

🔗 Puzzle Feedback

Our team regularly reviews feedback to enhance Puzzle’s capabilities.

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.