Note: This article is on the new revamped Sandbox which will be available for Enterprise plan customers from April 29, 2024. For Freshservice's legacy Sandbox click here. Click here to learn more about its phase-out plan.
The new Sandbox allows you to choose configurations, instead of syncing the whole Sandbox instance at once. This is achieved with groups of configurations called Config Sets.
Note:
The new Sandbox supports sync changes between any two instances (Sandbox to Production, Production to Sandbox, or Sandbox to another Sandbox) as opposed to a unidirectional Sandbox to Production behavior only.
Configurations supported for sync
What modules are supported for sync?
You can find the full list of modules that are supported for sync with the target below::
Data/Module name | Does Sandbox support sync of this module to target? |
Account Settings (Service desk rebranding, Service desk security, Audit log, Email notifications, Plans and Billing, Day passes) | No |
User Management (Agents, Roles, User Fields, CAB, Agent Groups, Departments, Departments Fields, Requesters, Requester Groups) | Yes |
User Management (Work Schedule) | No |
Freddy AI (Field suggester, Response suggestions) | No |
Channels (Freshchat, Virtual agent, Freshcaller, Freshdesk, Support Portal & Feedback widget, Email Mailboxes) | No |
Service Desk Settings (Business Hours, SLA & OLA Policies, Field manager, Business Rules For Forms, Ticket /Problem Closure rules, Change lifecycle) | Yes |
Service Desk Settings (Priority Matrix, Form Templates, Tags, Satisfaction survey) | No |
Service Request Management (Service Catalog Items, Document Templates) | Yes |
Service Request Management (Employee Onboarding, Employee Offboarding) | No |
Automation (Workflow Automator, Credentials) | Yes |
Automation (Supervisor rules, Orchestration center, Scenario Automations) | No |
Agent Productivity (Canned responses, Scheduler, Leaderboard, Email commands, Collaborate) | No |
Extensibility (Apps) | No |
Extensibility (Custom objects) | Yes |
Asset Management ( Asset Type & Fields, Product Catalog, Vendor, Vendor fields, Software fields, Purchase Order fields, Locations, Asset Depreciation, Relationship types) | Yes |
Asset Management (Discovery, Cloud Management, SaaS Management, Contract Types) | No |
Assets | Yes (only those with references) |
IT Operations Management (Alert management | Yes |
IT Operations Management (On call schedule) | No |
Project & Workload Management (Project fields, Project collaboration, Jira Import, DevOps integration, Workload management) | No |
Service Categories | Yes |
Service Items | Yes |
Note:
Local workspaces: Only local configs will be visible inside config sets in a local workspace.
Global workspace: Only global configs will be visible inside config sets in a global workspace.
How to identify modules that are not supported for sync?
This banner on the UI will indicate that a module is not supported for sync.
How can I sync modules which are not supported?
Changes to such configurations can be added manually to the desired target instance.
Best practices on unsupported modules
Modules that are not supported for sync (for example portal customization) can be modified as needed in the source instance. Changes are neve lost since Sandboxes are perpetual.
To get these in the target instance, users have to create these modules manually in the target.
