Note: This article is on the new Sandbox which is being rolled out for Enterprise plan customers in batches currently. For Freshservice's current Sandbox version click hereClick here to learn more about its phase-out plan.

Use config sets to send configurations from one instance to another. For example, you can create and test a new workflow automator in the Sandbox instance, then sync it to Production using a config set. Remember, you can only sync admin configurations using config sets, not TCPR records.


Managing Config Sets  

In global settings:    

  • Only Play god admins can view, create, and sync configurations using Config sets.

  • Only configurations from modules in the global settings can be added and synced.


In workspace settings:    

  • Both play god, and workspace admins can view, create, and sync configurations using Config sets

  • Only configurations from modules in the workspace settings can be added and synced. Global configurations cannot be added directly but can be added as part of the dependency check. 

  • When a config set contains Global configurations added as part of the dependency check, only Play God admins can sync such config sets.


Syncing changes using Config Sets

An outward config set is created in the Freshservice instance where you are logged in (e.g. Sandbox) and want to sync it to another instance (e.g. Production). Typically, an outward configuration set is used for configurations created and tested in a sandbox and then synced to the production instance.


A config set can contain up to 250 configurations, including dependencies. If your sync requirement exceeds 250, it is advisable to divide it into multiple configuration sets.


To create a Config Set and sync changes from a source to the target instance, follow these steps:

  1. Go to Admin > Sandbox within the source instance (e.g. Sandbox). 
        




  2. Navigate to the ‘Outward Sync’ tab and click the 'Create Config Set' button. Provide the required details (Name, Description, Source, and Target) and click ‘Create’. This will create a Config Set.





  3. You’ll find all the modules supported for sync on the left side of the screen. 


  4. Go to the desired module and select the required configurations using the checkbox. You can use filters to narrow your search. Add configurations of your choice to the list and click ‘Save and Continue’.

  5. The system runs a quick dependency check to add any required dependencies and lists them for your reference.



  6. Review all the dependencies and add them to your Config Set. 
    Note: It is mandatory to add all the required dependencies to your Config Set to move forward

  7. Once configurations are added to the config set, Freshservice lets you preview the list of configurations. You can view if the sync adds or updates at a configuration level and initiate a sync by clicking “Sync Configurations.”

  8. Depending on the number and complexity of the configurations, sync might take a few seconds to several minutes. We’ll email you once the sync is completed. Alternatively, you can track the sync status from the ‘Inward Sync’ tab in the target instance (e.g. Production)


Note: Once synced, Config Sets serve as sync history. They cannot be edited or deleted.


Add/remove configurations from the Config Set


A Config Set can be kept in a draft state if more changes are expected. All such Config Sets are found in the ‘Outward Sync’ tab with ‘Sync Status’ = ‘Not Initiated.’


  1. Under the ‘Outward Sync’ tab, click on the Config Set you wish to edit. 


The list of pre-selected configurations will be displayed. You can add or remove configurations. After making changes, the process repeats. (refer to the ‘Syncing changes using Config Sets’ section)