Note: This article is on the new Sandbox which is now enabled for Enterprise plan customers. 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.