Note: This article is on the new Sandbox which will be rolled out for Enterprise plan customers in batches starting early next week. For Freshservice's current Sandbox version click here. Click here to learn more about its phase-out plan.
Most admin settings, like workflows, business rules, departments, fields, users, etc., are copied during Sandbox creation, whereas the TCPR (tickets, changes, problems, releases, etc.) are ignored.
As an exception, ‘Requesters’ and ‘Assets’ are copied conditionally if referenced. For example, a requester who is the head of the department or an asset that is referenced in a Workflow Automator is copied while the rest are ignored.
The table below lists all modules with a bifurcation of whether they are copied during Sandbox creation.
How are requesters and assets copied?
Only requesters with references within other configurations are copied, while the rest are ignored. To import the remaining requesters, one can export them from Production and import them into Sandbox.
For instance, when creating a Sandbox, a requester designated as "Head of the department" is copied to maintain the relationship between the "Department" and "Head of the department."
Note: The same logic applies to copying assets.
Add-ons on Sandbox
Add-ons are not supported on the Sandbox account. For example, if your production account has an active API or Orchestration pack, it will not apply to the Sandbox accounts. By default, you will get the limits of an enterprise account.
Data limits on Sandbox
We are limiting data usage on the Sandbox instance to ensure fair usage. The upper limit for different data types is as follows:
You can create a maximum of 3000 tickets in the Sandbox account.
The maximum limit for Changes, Problems, Releases, Contracts, and Solution articles is 50 each.
You can create a maximum of 100 alerts and tasks per Sandbox account.
If you reach the maximum limit, feel free to delete the older data so that you can create new data.
FAQs: Set up your Sandbox
Which plans can access Sandbox?
Sandbox is reserved exclusively for Enterprise customers.
Does Sandbox have an expiry?
No, Sandbox is available perpetually unless deleted.
How many Sandboxes can an enterprise customer get?
Each enterprise customer gets one Sandbox for free.
How is the new Sandbox different from the outgoing version?
Who can create a Sandbox?
Only admins with Play god permissions can create Sandboxes.
How long will it take to create a Sandbox, and how will I know if it is successful?
Sandbox creation typically takes a few minutes to several hours, depending on the size of your Production account. The admin who created the Sandbox will receive an email about its creation.
Is Sandbox a copy of my Production?
No, Freshservice supports copying most of the modules. However, a few modules we do not support in the Sandbox will not be copied during the creation. You can view the full list here.
What happens to those modules that are not copied? Can I still try them out in the Sandbox?
You’re free to explore unsupported modules in the Sandbox, too. However, remember that you cannot sync those changes back to Production.
What happens if there are issues while creating Sandbox?
Freshservice will make up to 3 attempts to create your Sandbox and notify you via email. You can retry after a few hours or contact support.
Can I create a Sandbox of a Sandbox?
No. At the moment, Sandbox is always a copy of your Production account.
Who can access Sandbox?
By default, only users with admin access can log in to Sandbox. Additionally, requesters with the SaaS management add-on can log in to the Sandbox account.
How can I access Sandbox?
Sandbox can be accessed through the Admin > ‘Sandbox’ tab or via a unique URL (generated based on your Sandbox’s name).
Can non-admin agents access Sandbox?
No, non-admin agents do not have access to Sandbox by default. Upgrading their roles to ‘admin’ (play god or workplace admin) gives them access to Sandbox.
Can non-IT agents access the Sandbox?
Yes, business agents can access Sandbox.
Can occasional agents log in to Sandbox?
No, as of now, occasional agents cannot log in to Sandbox accounts.
What does my Sandbox URL look like?
Freshservice uses the name given to the Sandbox at the creation time to construct the
URL. For example, If your account URL is sample.freshservice.com, the Sandbox
(named ‘Dev’) will have the URL sample.fs-dev.freshservice.com.
Note: The Sandbox URL remains unaffected by the changes made to the name field later.
How can I edit the URL of my Sandbox?
You can't modify the Sandbox URL. Deleting the current Sandbox and creating a new one with your preferred name will change the Sandbox URL.
What other parameters of Sandbox can I edit?
Only the name and description of the Sandbox can be changed.
How do users know if they are in a Sandbox instance?
A banner at the top of the UI indicates whether the current instance is a Sandbox and displays the name of the Sandbox. For example, the banner reads, ‘You are in the Dev sandbox’.
Can new agents be added to Sandbox?
New agents can be added to Sandbox and synced back to Production as long as enough licenses are available.
If requesters are copied conditionally (if they are referenced in some configurations), how can I copy all my requesters to the Sandbox?
The non-referenced requesters can be added to the Sandbox using export-import
functionality.
Can I try marketplace apps on the Sandbox?
Yes, you can try the free apps on Sandbox. Purchasing paid apps on Sandbox is not supported.
Note: Syncing apps from Sandbox (free/ paid) is not supported.
Who can delete a Sandbox?
Admins with Play god permissions can delete a Sandbox.
What happens when you delete a Sandbox?
Deleting a Sandbox is irreversible; all data and configurations are permanently lost.
Are there any limitations on data added to Sandbox?
Yes. Refer to the table below for details on such data limits:
Why are limits set on data that is not copied by default?
Freshservice sets limits on data that is not copied by default in Sandbox for two key reasons:
The primary purpose of Sandbox is to serve as a test environment, and the established limits are adequate for such use cases.
Freshservice aims to optimize customer resource usage, and regulating data limits helps safeguard our systems from potential abuse.
What happens when the above data limit is reached?
You cannot create more TCPR (tickets, changes, problems, and releases) data unless some of it is deleted.What happens to the Sandbox if I downgrade from the Enterprise plan to any other plan?
Sandbox is deleted instantly, and all data and progress made in Sandbox is lost.
What are the add-ons supported in Sandbox?
Below is a summary of add-ons and their behaviors in Sandbox.
