Puzzle App FAQs: Your Complete Guide

The Starter plan is intentionally generous to let users explore Puzzle fully. You get access to all features, but with a cap of 50 total steps.

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:

Puzzle no longer supports direct transfer of workspace ownership. Instead, workspaces live within Organizations, and ownership is handled at that level.

Here are your options:

🔁 Transfer Workspace to a Different Organization

👤 Reassign Workspace Within the Same Organization

📦 Use Templates to Hand Off Individual Processes

✅ These options work well for agencies, consultants, or distributed teams

🔗 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:

📝 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 [email protected].

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.

If you're not receiving the reset email:

Yes—Puzzle supports exporting individual sections as a PDF. From a section’s sidebar or quick action menu, you can download a clean, presentation-ready PDF of that section’s diagram.

Exporting an entire workflow or tab as a single PDF isn’t supported yet. If you need to share full workflows digitally, Public Shareable Views remain the best option, providing a read-only, interactive link that doesn’t require login.

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 [email protected].

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:

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

Puzzle does not support guest or view-only users inside an Organization or Workspace. Anyone added must be an Owner, Admin, or Editor, which counts as a paid seat and will be reflected in your next billing cycle.

If you want someone to view a workflow without editing or being added as a user, use Public Shareable Views.

Public Views allow you to:

🔒 Public Views are strictly view-only and cannot be edited or commented on.

This is the best option for clients or stakeholders who need visibility without access or billing changes.

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.

At the moment, Puzzle only supports USD for all cost-related features, including Tool Canvas entries and Step Cost Calculators.

While the app allows you to manually enter other currency symbols (€, £, etc.), all calculations will still be based on USD. This can lead to discrepancies in your totals if you're inputting costs using a different currency.

For now, we recommend converting your costs to USD before entering them to ensure accurate step and tool calculations. Multi-currency support is on our roadmap and will be announced once available.

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:

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.

To get started, sign in using the email and password you used when registering. After logging in, you'll land on your Organization page, where you can manage your team and create Workspaces.

From there, you can begin inviting users and building workflows tailored to your team’s operations.

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

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.

​Public Views are shareable links for others to see parts of your workflow 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

🧩 Option 2: From the Tools 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.

Not directly. If you need to update the name, logo, or favicon of a tool (whether it's from the Puzzle Library or one you manually created), email [email protected]. Include:

This ensures consistency across all workspaces and prevents unintended conflicts.

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.

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:

💡 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:

Public Views are read-only, shareable links that let you show selected parts of a workflow 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 Public View, click the “[◉] Public/Shareable Views” button in your workspace. Choose the sections or tabs you want to include, and Puzzle will generate a secure link you can share.

Viewers will 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 (such as Zapier, HubSpot, or n8n), a clickable link will be shown in the sidebar.

Public Views are fully view-only — viewers cannot edit, comment, or interact with the workflow.

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

You can:

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.

An Organization is a container that holds all your Workspaces. It helps you manage users, permissions, and visibility across multiple Workspaces from one central place.
​

A Workspace is where you build your processes. An Organization is the higher-level structure that groups one or more Workspaces together and controls user access across them.

No. You can have just one Workspace or several within your Organization. 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.

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:

​

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:

Yes. Only the Owner can delete an Organization.
​

Before 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:

📨 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.
​

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, 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!

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.

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:

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 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].

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

To update your billing information:

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:

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:

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 Sidebar and fill in the following fields:

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 tools to your Tool Canvas, you can enter:

Puzzle will automatically calculate your:

You can also group tools into custom Tool Sections (e.g. by department or stack type) to compare costs and usage side-by-side.

🔗 Learn more in the full guide: Utilizing the Tool Canvas →

This lets you stay organized, cut waste, and make smarter decisions about where your budget goes.

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. 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:

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 →

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 50 total steps in your workspace.

It’s a great way to explore Puzzle at your own pace before upgrading.

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

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, you’ll need to upgrade to the Builder 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 step limit), 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 free organization. This prevents users from bypassing the free plan limits (like the 50-step cap).

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:

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