--- title: Puzzel Case Management API Integration on Truto slug: puzzelcasemanagement category: Helpdesk canonical: "https://truto.one/integrations/detail/puzzelcasemanagement/" --- # Puzzel Case Management API Integration on Truto **Category:** Helpdesk **Status:** Beta ## Unified APIs ### Unified User Directory API - **Users** — The User object represents a User. ### Unified Ticketing API - **Attachments** — Attachments are the files associated with a ticket or a comment. - **Comments** — Comments represent the communication happening on a Ticket, both between a User and a Contact and the internal things like notes, private comments, etc. A Ticket can have one or more Comments. - **Contacts** — Contact represent the external people you are in contact with. These could be customers, leads, etc. Contacts can be associated with an Account if the underlying product supports it. - **Tickets** — Core resource which represents some work that needs to be carried out. Tickets are usually mapped to issues, tasks, work items, etc. depending on the underlying product. - **Users** — Users represent the people using the underlying ticketing system. They are usually called agents, team members, admins, etc. ## How it works 1. **Link your customer's Puzzel Case Management account.** Use Truto's frontend SDK; we handle every OAuth and API key flow so you don't need to create the OAuth app. 2. **Authentication is automatic.** Truto refreshes tokens, stores credentials securely, and injects them into every API request. 3. **Call Truto's API to reach Puzzel Case Management.** The Proxy API is a 1-to-1 mapping of the Puzzel Case Management API. 4. **Get a unified response format.** Every response uses a single shape, with cursor-based pagination and data in the `result` field. ## Use cases - **Escalate AI conversations to human agents in Puzzel** — Conversational AI and chatbot platforms can automatically create tickets in Puzzel Case Management when a bot detects complex or high-emotion queries, passing full chat transcripts as comments so agents have immediate context without asking customers to repeat themselves. - **Sync customer support cases into your CRM or vertical SaaS** — CRM and vertical SaaS products (PropTech, GovTech, eCommerce) can pull ticket statuses, comments, and contact data from Puzzel to give account managers and end users real-time visibility into support activity without switching tools. - **Trigger priority tickets from customer feedback signals** — NPS, survey, and customer feedback platforms can instantly create high-priority tickets in Puzzel when negative sentiment is detected, routing them to retention or escalation teams with the right tags and context attached. - **Push external events into Puzzel as structured tickets** — SaaS products that generate alerts — IoT monitoring, returns management, fraud detection — can create tickets in Puzzel complete with attachments and metadata, ensuring support teams triage issues through their existing workflow engine. - **Automate agent provisioning from HR and identity systems** — HRIS and identity management platforms can sync employee rosters into Puzzel to automatically provision or deprovision agent accounts, keeping team hierarchies and access up to date without manual admin work. ## What you can build - **Two-way ticket status sync** — Keep ticket statuses (Open, Pending, Resolved) synchronized between your product and Puzzel Case Management so both your users and their support agents always see the latest state. - **Contextual ticket creation with full conversation history** — Create Puzzel tickets pre-loaded with comments, attachments, and contact details from your application so agents never lose context during handoffs. - **Contact profile enrichment for SLA accuracy** — Sync customer profiles — including name, company, and tier — from your SaaS into Puzzel Contacts so tickets are linked to the correct account and SLA rules apply automatically. - **Agent directory lookup and smart assignment** — Fetch active Puzzel agents via the Users endpoint to let your product assign tickets directly to specific team members or queues based on skill, availability, or account ownership. - **Automated evidence and document attachment** — Upload PDFs, screenshots, shipping labels, or error logs from your product directly to Puzzel tickets so support agents have all supporting materials in one place. - **Employee roster sync for agent lifecycle management** — Automatically provision and deprovision Puzzel agent accounts by syncing user directories from your HRIS or identity platform through the Unified User Directory API. ## FAQs ### What Unified APIs does Truto support for Puzzel Case Management? Truto maps Puzzel Case Management to the Unified Ticketing API (Tickets, Comments, Attachments, Contacts, Users) and the Unified User Directory API (Users). This covers the core helpdesk and agent management workflows. ### Are there pre-built Truto tools available for Puzzel Case Management? There are no pre-built tools available yet. Puzzel Case Management integrations are built on request — contact Truto to initiate the build for your specific use case. ### How does authentication work for connecting a customer's Puzzel account? Truto handles the authentication flow for your end users connecting their Puzzel Case Management accounts. The specific auth method (API key, OAuth, etc.) depends on what Puzzel's API supports and is managed entirely by Truto so you don't need to build or maintain auth logic. ### Can I create tickets in Puzzel with specific categories, priorities, and tags? Yes. Through Truto's Unified Ticketing API, you can programmatically create tickets with metadata like priority levels, categories, and tags so that Puzzel's built-in routing and workflow automation picks them up correctly. ### Does Truto handle pagination and rate limits for the Puzzel API? Yes. Truto abstracts away API-specific quirks including pagination, rate limiting, and error handling, so you interact with a consistent Unified API without worrying about Puzzel's underlying API constraints. ### Who are the typical end users connecting their Puzzel Case Management accounts? Your end users are typically mid-market and enterprise customer service teams in Europe — especially the UK and Nordics — across industries like retail, public sector, housing, utilities, banking, and insurance.