| Announced on | Rollout starts |
| August 12, 2024 | August 12, 2024 |
Zendesk is pleased to announce enhancements to the data replicated for premium sandboxes.
This announcement includes the following topics:
What is changing?
Until now, support addresses haven't been replicated in order to ensure sandboxes aren't able to send emails, messages, or have any ability to accidentally contact your customers. However, we know that plenty of use cases for a sandbox require the use of a support email address.
Support addresses are now replicated, in the following ways, when a sandbox is created:
- Internal support addresses (for example, help@yourbusiness.zendesk.com) are automatically replicated.
- External support addresses (for example, help@yourbusiness.com) are replicated but converted as internal addresses of the following format: help-at-yourbusiness-com@sandboxsubdomain.zendesk.com. By converting them to internal addresses, you can test without any additional configuration while still ensuring emails remain in the sandbox environment.
Additionally, if you've set an external support address as the default support address, your sandbox reverts to using the original internal support address: support@yourbusinesssandbox.zendesk.com.
All references to support addresses in business rules are updated during sandbox creation to reflect these changes so they continue to work without any intervention from you.
Why is Zendesk making this change?
Zendesk is committed to improving features based on customer feedback. Replicating your support addresses will make it easier for you to create and use premium sandboxes.
What do I need to do?
No action is required. This change is available to all accounts with premium sandboxes. For more information, see Creating a premium sandbox with data replication.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.