How do I make my sandbox sync with my production account?

Question

1. Why does my sandbox subscription not match the subscription of my production account?
2. Why is my sandbox missing settings and features that I have on my production account?

Answer

Why doesn't my sandbox subscription match the subscription of my production account?

The subscription on your sandbox matches the subscription you had on your production account when the sandbox was created. If you change your subscription after creating your sandbox, the new subscription won't automatically sync over to your sandbox. To sync your subscription, reset and wipe out your old sandbox to create a new sandbox that has the latest subscription. See how to reset your sandbox in this article: Replacing your sandbox.

Why is my sandbox missing settings and features that I have on my production account?

When you create a typical sandbox account, there are a number of features and settings that do not copy over and are not available on your sandbox account. You can see what features will copy over in this article: How the sandbox works.

Zendesk offers a Premium Sandbox that allows you to copy over configuration and some data from your production account. You can read more about the add-on in this article: About Premium Sandbox.

If you need to configure additional syncing from production to your sandbox, use our REST API to copy data in your production account and create it in your sandbox.

Note: Suite sandbox was offered on March 30, 2022. Any sandbox created prior to that date cannot be synced to be brought into alignment with the production instance. In order to get Suite on a sandbox, an instance will need to create a new sandbox.