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  • Chris Tout

    Wondering why this is a separate product, and not just the "standard".  Surely, everyone wants to test against a true representation of their instance?

  • Brett Bowser
    Zendesk Community Team

    Hi Chris,

    Sandbox users do have the ability to test with settings similar to their Production site, however, unless you have the add-on you would need to manually configure this through the agent interface or the Rest API.

    There are some cases where customers will use their Sandbox account to test account features without affecting their Production site. Therefore duplicating account settings may not be necessary in that scenario.

    I understand the need for having this process automated but unfortunately this is only available with the Premium Sandbox add-on. If you're interested in having this feature available on the standard sandbox I would encourage you add your feedback to our Support Product Feedback forum for our Product Managers to review.

    Appreciate you taking the time to share this with us!

  • Fernando

    This add-on feels more like it should be a standard feature or included at least on top tiers. Does these sandbox options allow to move instance from sandbox to production? 

  • Paul Stevenson

    In todays world, ALL major providers provide a sandbox comprehensively, how you guys have not done this yet is beyond me.

    We are having to look at other alternatives or build one if Zendesk don't get their act together. This fact alone could be leading many organisations to drop this service.

    I find this utterly disappointing as a developer and its causing major issues with our system and your integration.

    Hopefully Zendesk will sort this out before they start to loose a lot of customers. 

  • Agree with Paul, this should be standard, especially given how much we already pay for our Enterprise Agent licenses. Pricing model from Zendesk actually forces people to look at alternatives and we will be doing exactly that next year. 

  • Cloud Strife

    How much does this cost? I can't find pricing anywhere! There's no way I'll talk with a Sales Rep either. 

  • James Molina

    What about Conditions within Forms?  How are those replicated/ copied from production to sandbox?

  • Russell Dunn

    Not having this feature as standard stimys belief really. But then Zendesk know it would be useful, so charge for it. Simples.

  • Jared Sloan

    Unfortunate that even a one-time copy of these settings requires a complete service level upgrade. There isn't even an individual price.  I DO think that this should be standard but I'm even willing to pay for it once, if needed.  I'm NOT willing to pay a significant increase to an ongoing fee for this, especially if all I need is the settings to be copied once.  What I want doesn't seem to be an option. Subscription pricing equals a poor customer experience in this situation. 

  • Lanny Watkins

    Is it possible to update a sandbox instance with production settings? I know it says that changes in production don't passively get synced into the sandbox instance, but is it possible to trigger this manually?

  • Brett Bowser
    Zendesk Community Team

    Hey Lanny,

    There's no manual button that will allow for you to sync the data from your production account to the Sandbox account. This is a one time sync only that occurs when you create your Sandbox account.

    The only other option you would have would be to use the Rest API along with a script to create those settings in your Sandbox account.

    Let us know if you have any other questions!

  • Virginia Goggins

    Having just used this for the first time, there are a number of things that I think are important to know - 

    1.  Before you use this you must delete any existing sandbox.  This is a huge leap of faith for those of us with very customized instances.  Luckily for me, I have multiple instances and was able to work with a newer one with less overhead than our main instance.  If I had used this with that one I would have been extremely unhappy.

    2. Although a number of items were created, they were not usable as is and required significant review to get correct: Not all views were created, triggers were not in the correct order, customer lists were not created, etc.

    3. Custom ticket fields do not have the same field numbers and any reference to those fields will be incorrect.  So references within emails to to a custom field must be reviewed and revised; also triggers, automations, and anything else.

    4.  All agent login emails are changed.  That's not a problem except that the passwords are also changed, so an agent can't log in with the changed email to reset their password or their email.  An administrator must manually change either the password or the email for each agent that will be using the sandbox.  If you have a lot of agents and light agents this can be a huge time waste.

    5.  The sandbox doesn't include even a stripped-down version of the Guide, so there's no way to test/train using a new request form.

    Given these restrictions, it's not as easy as we are lead to believe to create a new test or training environment.  Using my starter instance it took many days to confirm that everything was the same as production.  For the primary instance, which has over 150 triggers, macros, and views, over 30 custom fields and 10 forms with conditions, I'm not sure that this is usable as is.  If I need to review every item I'd rather maintain the existing sandbox and review anything that's changed.  In my opinion, this needs more work to be usable for anyone maintaining a more complicated system.



  • Virginia Goggins

    I also forgot to mention that your sandbox will disappear if you don't use it within a certain amount of time, so if you use it twice a year for training or testing, all the work you've done to get it set up will be wiped out by the next time you want to use it, so even if there were no changes you need to start from scratch and check everything again.


  • Sally Anne Dishong

    Thank you for sharing your experiences. I am very interested to see the response to your comments, Virginia! We have just this week upgraded our account to the new Enterprise Suite plan from an older mix of Professional and Enterprise features. We look forward to taking advantage of the many new features and functionality. However, the new Premium Sandbox, which initially appeared as quite an advantage, is now seeming to be more of a major concern. Having been "burned" when resetting the Sandbox a couple of years ago to take advantage of new features - and then realizing it deleted all the Sandboxes we had created for various brands as well as creating a new URL that was very inconvenient for developers working in the Sandboxes and APIs, I am hesitant to even test this out until more information is provided about what to expect in our situation.

  • Sally Anne Dishong

    I wanted to provide a bit of an update. We did receive confirmation from a Zendesk product manager that the creation of a new premium partial sandbox would not delete and did not require us to delete our existing sandbox. So we have started the process of creating a new sandbox, and it is still in progress. It has taken over 2 hours so far and is not completed yet. We will begin testing soon.

  • Lindsay Grove

    @sally, Can you confirm how long the "in progress" status lasted? I am still waiting for my sandbox to become active. 


  • Sally Anne Dishong

    Hi Lindsay Grove - the sandbox did finally complete processing overnight. It probably took over 4 hrs in total...but I'm not sure. Hope that is helpful.

  • Virginia Goggins

    @Sally - Thanks for the updated information.  When we created our sandbox account back in February there was no way to get the "Create Sandbox" button other than deleting our original sandbox and starting over.  I'm so glad they changed that!

  • Virginia Goggins

    Retraction of previous statement!  We have 3 Zendesk instances, all Enterprise.  The newest one, created in 2021, gives me the option to create more than one Sandbox, BUT only after I had removed the old one.  The two older instances do not give me the option to create a new sandbox - the button is greyed out.  I'm assuming that if I delete the current sandbox I'll be able to create a new one, and hopefully that means I'll be able to create more than one, but I'm not going to test it.  Both of them are too customized to delete if I have to re-create them from basically from scratch.

  • Ash Divay


    My feedback would be:

    1. Provide ongoing Production to Sandbox Sync
    2. Make two sandboxes a standard for all enterprise -Dev sanbox - Test sanbox
    3. Dev sandbox will be used for dev work to design new solutions.
    4. Test sandbox will be used for testing and UAT before moving stuff to production. 
    5. Sync - Production to sandbox and sandbox to production on demand.


  • Craig VanDeVenter

    I would echo Ash Divay comment.  Plus 1 on ongoing replication.  I have upgraded sandbox but the idea that I have to delete and create a new sandbox to get updated prod seems silly.  I'm paying extra for the sync of metadata... that should be on weekly sync or even an on-demand.  
    Setting up access for the teams that need the sandbox after updates seems crazy.  If we set up an SSO then the next time we need a snapshot of prod...we have to delete it, create new one, set up SSO and move on again.  IF that is indeed true.. this seems super odd and not well thought out.

  • Kim Nylander

    I was hoping to use the sandbox environment to test a new information architecture in Guide and then push those structure changes to production. This would help avoid interruption to our Guide users. 


    • No sync of guide content to sandbox
    • No push from sandbox to production
    • No bulk article move

    As far as guide content development goes, sandbox, whether premium or regular sandbox, is useless. 

  • Craig VanDeVenter

    Admin of premium sandbox many of the menu items on the left are gone or no longer accessible. 
    No API menu, No security, NO ability to even add agents or admin!!!
    What did I even pay for here?   A copy of metadata that we can test off of that is almost 100% useless.   This sandbox is nerfed almost entirely.


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