Puzzle App FAQs: Your Complete Guide

The Starter plan is designed as a generous entry point. We believe you should be able to fully explore and test every aspect of Puzzle before committing.

With Starter, you get access to all features in Puzzle, but with a cap of 50 total steps across your workspaces. This way, you can try everything out, build real workflows, and decide if Puzzle is the right fit for your team—without wondering what’s locked behind a paywall.

At first glance, Starter may look like it has “more” features. That’s intentional—Starter is built to let new users explore Puzzle with full functionality.

Builder, however, is designed for ongoing use and scaling. It removes the 50-step cap and provides the foundation for unlimited workflows, collaboration, and organizational control. Higher tiers like Optimizer then unlock advanced features such as costing, attributes, and integrations.

So think of it this way:

Workspace ownership can’t be transferred directly anymore. Instead, Workspaces are now managed under an Organization, and user permissions are assigned at the Organization level.

If you need to consolidate Workspaces under a single owner, we recommend transferring ownership of the Organization itself or reorganizing Workspaces within that Organization.

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

If you're trying to transfer ownership of a Puzzle Organization but the original Owner is no longer available, here are the steps based on your situation:

✅ Scenario 1: Another Admin or Editor is still in the Organization

If there’s at least one Admin or Editor still in the Organization, but no Owner, you’ll need to reach out to [email protected]. Puzzle’s support team can manually assign ownership to you or another Admin, after verifying your request.

📌 Note: Admins cannot assign ownership to themselves — support assistance is required.

✅ Scenario 2: No one from the original Organization has access

If you don’t have access to the Organization at all (e.g., you're a new team member and everyone else has left), here’s what to do:

This ensures the subscription and data are securely moved under your ownership, even if the previous team is no longer reachable.

Absolutely! Puzzle provides a few flexible ways to hand off workflows to clients, depending on how your work is set up:

✅ These methods are ideal for agencies or freelancers transitioning clients from a managed setup to full ownership.

To 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 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 product issues, submit feature requests, or share quality concerns through any of the following:

Your input helps us prioritize updates and build a better Puzzle experience for everyone.

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.

Currently, Puzzle does not support a "Viewer" role that restricts users to view-only access inside a Workspace. We removed this option because it didn’t properly limit editing actions — users marked as "Viewer" could still make changes.

If you simply want someone to see your workflows without editing, deleting, or contributing, the best workaround is to use Public Shareable Views. These allow you to:

🔗 You can also follow or vote on the feature request to bring back true Viewer permissions on our public roadmap here →

This solution is ideal for clients, stakeholders, or collaborators who just need visibility — no login or workspace invite required.

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.

If you’re operating in another currency, we recommend converting your costs manually before inputting them.

Support for multi-currency display is currently in the works, and we’ll share updates as it becomes available.

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.

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

Use the Teams Canvas to visually map roles, define responsibilities, and show how each team member contributes to your workflows. You can create teams, assign roles, and label how different roles interact.

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.

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.

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.
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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 → People 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.
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​🚨 Note: When a Workspace is transferred:

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

No. Once a user is invited to your Organization, you can grant them access to new Workspaces without sending a new invite.
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Use the Editor role. Editors can create and edit Workflows but can’t invite users or access billing and settings.
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Yes. Just assign them to the specific Workspace they need access to. Membership in the Organization doesn’t automatically grant access to every Workspace.
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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 People tab.
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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.

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

🔐 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 People 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 you've added cost details to your steps, the Process Costing Sidebar will display the total cost of your entire workflow, making it easier to compare variations, highlight high-cost areas, and 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 costs also roll up into the Process Costing Sidebar, giving you a clear view of your total workflow cost.

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

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.

To associate an entity with a step in your workflow:

These attributes are tied to the Entities you’ve already added in the Tool Canvas. They help document how data moves through your systems, which tools manage specific data points, and how different steps rely on shared information.

🔗 For a full walkthrough of using Entities & Attributes, read:
​Using Entities & Attributes: Visualize Data Flow Across Your Processes →

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.

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 to hear from you! There are two ways to share feedback or request features:

Our team regularly reviews these submissions to shape future improvements and prioritize the features that matter most to you.

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.

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 Optimizer and Enterprise plans.

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

Nope! Puzzle lets you invite unlimited view-only guests for free. You only pay for active, editing members (per seat).

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: