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.
Sync metadata changes between any two Freshservice instances by using Config sets. You can initiate a sync from the ‘Outward Sync’ tab in your Sandbox instance.
To sync data, follow these steps:
Step 1: Choose the source instance and workspace (e.g., Sandbox → IT workspace), and identify the target instance (e.g., Production).
Step 2: Identify the configurations you want to sync and ensure thorough testing.
Step 3: From the source instance (Sandbox), go to Admin > Sandbox > Outward Sync > Create 'Config Set'.
Step 4: Add configurations identified in Step 2 and review dependencies. Make sure to add all required dependencies before previewing the sync changes.
Step 5: Preview all the changes before confirming the sync.
Step 6: Validate the configurations, and click ‘Sync Configurations’.
Step 7: Go to target instance (Production) Admin > Sandbox > Inward Sync > Click on the corresponding 'Config Set' to view the sync status. If there are any failures, check the comments section for the probable cause and retry the sync.
Congratulations! You have successfully synced changes from the source (Sandbox) to the target (Production).
Important Notes:
Syncing happens at a workspace level. You can only sync changes from the Global workspace of Sandbox to the Global workspace of Production and vice versa. Similarly, you can sync changes from the IT workspace in Sandbox to the IT workspace in Production. However, any global dependencies identified can be synced from the workspace. Learn more about dependencies here.
Syncing the entire Sandbox (all workspaces) to Production, or vice versa, is not possible.
You cannot sync changes across workspaces, meaning a sync between the Global workspace in Sandbox and the IT workspace in Production is not allowed.
Modules supported for sync
You can find the full list of modules that are supported for sync with the target below:
Best practices on modules that are not supported to sync:
Modules not supported for sync (e.g., portal customization) can be modified and tested as needed in the Sandbox. Changes are never lost since Sandboxes are perpetual. You may manually create these modifications in the Production whenever needed, as sync is not supported.