Issue Symptoms
I am unable to log in to the sandbox account, my email address and password don't work.
Resolution Steps
It's possible that you are not yet listed as a member of the sandbox account.
Creating a sandbox only copies the owner and all existing administrators' credentials. If you were added or upgraded to an administrator after the sandbox was created, your profile will not be present on the sandbox account. In this case, the owner or any administrator who has access to the sandbox will have to manually add you as a member.
Ask the owner or an admin of your account to open the sandbox link and follow the steps in Adding agents and administrators.
As a newly added user, you will receive the welcome email, which will allow you to accept the invitation and create an account. Just like below:
For more information, check Testing changes in your standard sandbox.
18 comments
SUPPORT
I can't open my Zendesk account, knowing that I'm the owner of the account and I entered the email and password correctly
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Ronald Suplido Jr
Hi! It seems like your issue is more about accessing your normal/production instance and not Sandbox. I'm going to bring this into a ticket so we can further investigate on your concern. You'll receive an email shortly stating your ticket has been created. Cheers!
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Dan Moore
I would like to play with some canned data, not data from our organization, in the Zendesk Sandbox. Do any of you know of a method of setting up a canned system for testing and demo purposes?
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Thomas D'Hoe
@...
You can create canned data via this web tool: https://www.mockaroo.com/.
Once you have your canned data you can bulk import it via bulk importer or API?
I hope this helps :-)
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Dan Moore
@...
Thank you for this! Fantastic resource. I will defiantly be using this to setup a sample site for our team.
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Bell Chen
Cannot sign on with end user due to the helpcenter is no longer exist anymore.
Please check how to fix and sign on sandbox?
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Mau
I have created a ticket so we can further discuss your inquiry.
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Rhonda Ward
We are planning to provide Sandbox access to all team members as a training component. What is the best way to invite users to access the sandbox? All users were copied into the sandbox when it was created. Do we have to send individual invitations? What is the best route to take?
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Hiedi Kysther
Hi Rhonda Ward,
You can export your agents from your live instance and import them to your Sandbox. Once you add them as agents during import, they will get the invite.
Hope this helps!
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Rhonda Ward
Hiedi Kysther most were created when the Sandbox was generated. Is the best way to import them anyway so they receive the invite?
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Hiedi Kysther
Hi Rhonda Ward,
Unfortunately, yes. We currently don't have a way to force sync your live instance data to Sandbox if you are only using Standard Sandbox or Partial Sandbox. So, if there are data that were not synced - we can export/import them instead.
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Rhonda Ward
If we import users already in there, will they have 2 accounts/profiles in Zendesk? Or are their existing profiles overwritten?
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Hiedi Kysther
Hi Rhonda Ward,
If you added new information to their profile, it will overwrite what was already added in Sandbox. But if there are no updates/changes, it won't create a new Agent profile.
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Rhonda Ward
Ok great! Thank you!
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ADMIN
I would like to propose including information on what steps to take in the event that a sandbox owner is locked out of their account. This is crucial as it ensures that they have the necessary guidance and support to regain access and continue their work seamlessly.
I kindly request your consideration in addressing this matter within this article, as your support team will frustratingly refer to it even if it doesn't include this. Your expertise and input on this topic would greatly benefit and contribute to a more comprehensive resource for all sandbox owners.
1
JJ Breen
In reference to Hiedi Kysther's update on June 27, 2023, am I to understand that creating a sandbox does not copy over any existing admins, and only the Account Owner has access to the sandbox by default?
Does this also apply to Premium sandboxes?
If we use SSO to log in to our primary ZenDesk account, how is this used for Sandbox?
0
Neil
When a sandbox is created it copies the owner and current admins, agents that were upgraded to admins after the sandbox was created will not be added automatically, as mentioned in the article, they will need to be manually added into the sandbox instance.
The sandbox instance does not carry over the SSO you have in your production.
More details about sandbox environment here : https://support.zendesk.com/hc/en-us/articles/6150628316058-About-Zendesk-sandbox-environments
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JJ Breen
Thank you.
I have opened a support ticket because none of the admins in our account were copied over into our sandbox when it was created. All of the admins in question were admins prior to creating the sandbox, including the admin who created the sandbox itself.
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