Following our earlier announcement on the Puzzel Help Center from February 12th 2025, we're providing a mandatory free upgrade to Legacy Knowledge Base solutions.

Benefits of This Free Upgrade

- Enhanced Performance and Security: Improved system performance with strengthened security measures

- Better Data Control and Compliance: Greater control over your data with enhanced compliance capabilities

- Granular Access Control: More precise management of user permissions and access levels

- Gradual UX Improvements: Ongoing user experience enhancements have a progressive roll out process that allows organisations to test, adapt and train agents where needed

- And much more

What Changes

- Puzzel ID Login now required: Legacy logins will no longer be available from February 3rd 2026. Logging in with Puzzel ID is mandatory to access the Knowledgebase after the upgrade.

- Admin Assignment: Puzzel does this automatically as a part of the upgrade process. If a user currently has access to the Knowledge Base in the Puzzel Contact Centre (PCC) Admin portal, they will automatically be assigned an admin role in the upgraded system.

- Legacy Knowledgebase Sunset: The Legacy Knowledge Base infrastructure will be discontinued on February 24th, 2026

What You Need to Do

No action required from you. Puzzel will handle the upgrade programmatically for applicable customers. All articles will be automatically migrated.

How to Identify If Your Current Knowledge Base Will Be Upgraded

If you need to determine which version of the Knowledge Base you're currently using, check your Puzzel Contact Centre (PCC) Admin portal:

- New Knowledge Base: If you see "Knowledge" section directly in the left menu of PCC Admin, you're already on the upgraded version. These upcoming changes do not affect you.

- Legacy Knowledge Base: If you access the Knowledge Base through PCC Admin → Services → Agent Assist → Knowledgebase Management System, you're on the legacy Azure version and will be upgraded automatically.

Timeline

- Announcement Date: January 28th, 2026

- Gradual Rollout: Upgrades will be completed gradually until February 17th, 2026

- Downtime: No downtime is expected during the upgrade process

If you have any questions or concerns about this upgrade, please don't hesitate to contact our support team.