What is a Zendesk Sandbox and Why Should You Use It?

What is a Zendesk Sandbox and Why Should You Use It?

As your business makes changes and grows bigger, so should the workflows and business rules within your Zendesk instance. Something that worked for your business, in the beginning, may no longer make sense and it may be time to update your processes.

Making any changes to your production environment can be unpredictable and you don’t want to risk messing up real support tickets while you are working out workflow bugs and new configurations. This is why Zendesk created the sandbox feature: a carbon copy of your production environment that can help you test areas you are not yet utilizing, customize your Guide (help center) and experiment with integrations and apps.

Settings carried over from your production environment:

  • Branding elements
  • Templates
  • Settings
  • Administrators
  • Customer lists
  • NPS (Net Promoter Score)
  • Add Ons

Settings not carried over from your production environment:

  • Agent and end-user profiles
  • Agent groups
  • Triggers, views, automations, macros, and targets
  • Custom ticket fields
  • Tickets
  • Help Center content
  • Zendesk Talk channel and Talk Partner Edition
  • Zendesk Chat channel
  • Security settings (including SSO)
  • API tokens
  • Apps and integrations
  • Conditional fields

The Zendesk sandbox is available on the Enterprise plan, it is incredibly easy to set up and can be reset at any time. To begin using your sandbox you must initialize it through the admin dashboard by clicking on the sandbox and following the simple directions. Your sandbox will be created using settings from your current production instance.

Looking for Zendesk Help?

Start with our workflow guide!

Download Zendesk Workflow Guide


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