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 hereClick here to learn more about its phase-out plan.

When your service desk offers multiple capabilities that are often subject to change, managing and testing before changes are deployed to production could become challenging. The new Sandbox helps you set up copies of your production to manage changes with evolving business needs without impacting users.


Here is a bird’s eye view of how the process with the new Sandbox works.
How is the new Sandbox different from the outgoing version?

Outgoing Sandbox

New Sandbox 

Destroys on sync or in 180 days, whichever is earlier.

Exists perpetually unless deleted.

Syncs all data at once.

Users can selectively choose a set of configurations to sync.

A sandbox needs to be created for every workspace.

Sandbox creation copies all the workspaces from the Production. 

Sync is one-way (Sandbox to Production).

Sync is bi-directional (Sandbox to Production or Production to Sandbox).


The new Sandbox allows you to play around with a near-live instance without risk of disruption or downtime. With the new Sandbox you can


  • Test changes without affecting your production environment 

  • Try out new features, or 

  • Just use it as a training ground for new users


What is a Sandbox? Why should you use it? 

Sandbox is a copy of your production environment that offers a risk-free environment to:

  • Try out new features: Sandbox provides you with a platform to try out new features released on Freshservice before using them in the Production environment.

  • Isolate development and testing instances: Changes can be developed and tested without disrupting production. This facilitates showcasing changes to stakeholders before deployment.

  • Train and learn: Ideal for training new staff, exploring system functionalities and experimenting with settings without risking disruptions or data loss in the live system.


Where can you find Sandbox in Freshservice?

The Sandbox module can be found in Admin -> Account Settings -> Sandbox. Learn who can view the Sandbox module.


The Sandbox home page consists of three tabs:


1) 'Sandbox' that shows basic Sandbox information, such as name and description. It also allows you to visit, view, or delete an instance.  

2) 'Outward Sync' helps you keep track of all the syncs initiated from an instance to any other instances. For example, the Outward sync tab in Sandbox lists the syncs initiated to target instances such as Production. 

3) 'Inward Sync' helps you keep track of all the syncs that are coming into the instance, an inverse of Outward Sync.