Question

I created a new sandbox, and shortly after, my agents, admins and I received password expiration notification emails. Why do I receive password expiration notification emails after creating a new sandbox account?

Answer

When a sandbox is created, Zendesk imports users from your production account, including their original password creation dates. However, the sandbox enforces its own security policies, which may differ from your production settings.

The password security level in the new sandbox is set to Custom to support necessary sandbox functionality. If your main account password security level was previously set to Low creating a sandbox changes the setting to Custom. As a result, imported users may receive password expiration notifications. This happens because the sandbox detects a change in the policy that manages password expiration.

If you received this notification as part of a recent sandbox creation and you did not make any intentional password changes, you can safely disregard the notification for the sandbox environment. Your current password will continue to work as usual in both the sandbox and the main account unless you choose to change it.

For more information on sandbox environment, see the articles:

  • About Zendesk sandbox environments
  • Testing changes in your standard sandbox
  • Creating a premium sandbox with data replication
Powered by Zendesk