Puzzel Limited

Puzzel Case Management

Puzzel Case Management is a Case/Ticket management tool that provides you with the ability to manage written interactions in a secure and efficient way. Each interaction in the queue is converted into a support ticket and assigned a unique case/ticket ID which is then distributed to the right person.

Features

• Supports tickets / cases via SMS and Email as standard
• Converts incoming messages to tickets / cases
• AI-enabled to auto prioritise tickets or help draft responses
• Tag tickets to help segregate them
• Outbound SMS / Email campaigns to notify a wide audience
• End-users can check ticket status, update via portal
• Auto-Reply based on queue or content of interaction
• Choose from standard reports or create your own
• Integration via open APIs to other software

Benefits

• Increases customer satisfaction by improving quality of your communications
• Increase efficiency by easily assigning cases based on skill
• Increase efficiency with automated processes that route cases more efficiently
• Improve customer experience with visibility of their cases
• Manage team tasks effortlessly and use templates for consistency
• Increase user satisfaction by consolidating software
• Improve your productivity with automated workflow rules
• Organise your workload better by visualising your case load
• Reduce the Average Handling Time (AHT) for agents
• Increase team collaboration across cases / tickets

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@puzzel.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

547969077908898

Contact

G-Cloud Team
0333 300 0066
gcloud@puzzel.com

About your service

• Service categories:

  Applications

  Collaborative

  • Email
  • Team collaboration
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Puzzel Contact Center
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Planned maintenance is performed out of office hours and typically has no impact upon customers. Exceptionally users are logged off, but can then immediately log on again.; ; Note that many customers use, and rely upon, Puzzel as a 365 x 24 service.
• System requirements:
  • Device (PC, Mac, laptop, tablet etc) with Internet connectivity
  • A modern browser (all mainstream modern browsers are supported)
  • A suitable Puzzel Case Management licence

User support

• Email or online ticketing support: Yes
• Support response times: Within 1 hour for Priority 1 issues.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Webchat has been tested with an external consultancy company and is WCAG compliant. We do not support testing with screen readers but our services including web chat support are WCAG compliant.
• Onsite support: No
• Support levels: Our Basic support plan is available within business hours. Paid-for support plans below are available for increased levels of support and reporting.; ; The Standard support plan (Weekdays 9am to 5pm) includes Written Support, Web Chat Support, Service Level reporting and full access to status pages and knowledgebase. The Premium plan (Weekdays 9am to 10pm) includes all of the above plus Phone Support. Our Elite plan includes everything above extended to 24 /7.; ; All customers are provided a Key Account Manager and access to our remote support team. Furthermore, customers can elect to purchase additional reporting and a Service Manager for increased levels of support and attention.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: On-site or virtual training is provided prior to Go-Live, for all users of the software including dedicated programs for administrators and users.; ; All training and user documentation are provided and made available as part of the set-up process for all customers.; ; Additional training is always purchasable as part of our ongoing Customer Success process.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Key data can be exported at end of contract using SFTP or other similar mechanisms (EML files and any attachments).
• End-of-contract process: All data extraction is included within our licence cost, however, any additional support if required may be charged at Professional Service rates per day.; ; A full Exit Plan will be produced and allow the customer to take their data in a machine readable format and that all other data will be deleted and purged in line with GDPR and UK Data Privacy considerations.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The solution is mobile responsive and will work in any web browser. Some functionality may be reduced when using a mobile device and smaller screen. Otherwise, the full service is available as normal.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface provides access for Administrators and Agents. The interface is accessible by modern browsers.; ; The Administrator Portal gives administrators better control of their day-to-day operations. For example:; - Access to reports; - Agent set up; - Configuration of ticket queue parameters; - Configure settings for outbound email and SMS; - Setup of API channels, workflows, etc; ; The user interface allows agents to control use of the service. Using this they can:; - Log in and out of ticket queues; - Set their status; - Transfer cases / tickets; - Manage and communicate cases with the end-customer
• Accessibility standards: None or don’t know
• Description of accessibility: Users currently use their keyboard and mouse to use the service via web browser.
• Accessibility testing: None Applicable
• API: Yes
• What users can and can't do using the API: * Ability to create, read, modify and delete tickets and all associated metadata; * List tickets with specified search criteria; * Filter ticket list by date range; * Show and list categories and forms associated to tickets; * Organisation list; * Tag list
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Puzzel Case Management can be tailored to your organisational structure, teams / queues and terminology.; ; Custom reports and dashboards can also be created by administrators.; ; Pre-written response templates which can be used for automatically generated messages or referenced by agents.; ; Agents and channel signatures.; ; Customer Hub (additional paid-for feature) can be branded to your organisation including logo and colours.; ; 3rd party integrations are also available via open REST-based APIs and a API is also available for customers to develop their own integrations.

Scaling

• Independence of resources: Puzzel Case Management is a multi-tenant platform, and the architecture is designed to be fully scalable. Users can be added easily, at any time.; ; Full redundancy of the system is provided in geographically diverse locations, and we constantly invest in incremental capacity as required to ensure plenty of 'headroom' is always available to allow peaks of demand.; ; Load balancing across sites ensures that users are not affected by increased volumes.

Analytics

• Service usage metrics: Yes
• Metrics types: Full information about the use of Puzzel Case Management is provided with many key metrics including but not limited to: case volumes per team, per user, channel, priority, tag, category, customer, customer domain, status, ticket performance, SLA analysis, team performance, user performance, login, task SLA, Form, and Form Fields.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export ticket or customer records in the form of ZIP, PDF and other file attachments using the Service Interface.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • EML
  • ZIP
  • Attachments (multiple formats)
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The availability target for Puzzel Case Management is 99.9%.
• Approach to resilience: Infrastructure & Resilience:; All components in Puzzel's infrastructure are redundant by design. There are three levels of redundancy built into the infrastructure;; Component resilience: Every component in the infrastructure has built in resilience within the unit. This might be as double power adaptors, double network cards, mirrored disks more than one CPU etc.; ; Load balancing:; All critical infrastructure such as web-servers and application servers are load-balanced allowing operational systems even if components/ servers fail. For components not suited for load-balancing such as databases, advanced synchronization mechanisms are used between the active server and passive servers. This prevents data loss and minimal disruption on fail-over.; ; Geo-redundancy:; All systems can be run at full capacity from either DC1 or DC2 allowing a full outage of either of the data centres. DC2 will take on the services of DC1 in case of a full outage of DC1.
• Outage reporting: Email alerts to nominated customer contacts together with a public dashboard showing service availability and status of any ongoing incidents.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to functionality is based upon the role and privileges of the user as defined by the system administrator.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Puzzel is ISO27001 certified (by Intertek).; ; In line with ISO27001, Puzzel performs regular internal audits and risk assessments.; ; Any security breaches are recorded and actioned at board level.; ; Security officers at each site ensure that all staff are aware of, and comply with, the security policy.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management is based upon standard ITIL processes. This includes conducting risk analysis of all changes, all changes go via a change approval board before being released within a scheduled maintenance window held every two weeks.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Bimonthly meetings of Puzzel's security team, chaired by the CISO, identify risks based upon:; - any operational changes; - perceived vulnerabilities; - any security incidents; ; Security patches are promptly deployed in maintenance windows, or sooner if appropriate.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring of cloud instance including continuous scanning for vulnerabilities, monitoring of intrusion attempts as well as abuse detection. Denial-of-service (DDoS) attack prevention, frequent penetration testing as well as data analytics to make sure that the operation is stable and secure.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Incident management is based upon ITIL processes. If appropriate ITIL problem management processes are used to eliminate recurring incidents. Incident reports are provided for all P1 incidents. Users report incidents by ticket, web chat, phone or email via Puzzel's Help Portal.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek
• ISO/IEC 27001 accreditation date: Tuesday 5 August 2025
• What the ISO/IEC 27001 doesn’t cover: The ISO/IEC 27001:2022 certification does not cover customer-managed environments, customer devices or networks, customer operational processes, or third-party services outside Puzzel’s direct control. It also excludes physical security at customer premises and any services or activities outside the defined SaaS scope and certified locations.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Intertek
• ISO 9001 accreditation date: Tuesday 17 June 2025
• What the ISO 9001 doesn’t cover: The ISO 9001:2015 certification does not cover customer-managed environments, customer operational processes, or third-party services outside Puzzel’s direct control. It also excludes activities, services, and locations outside the defined SaaS scope and the certified organisational locations.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27701
  • ISAE 3000

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@puzzel.com. Tell them what format you need. It will help if you say what assistive technology you use.