This article guides you on upgrading your Sandbox to the latest version to benefit from enhanced performance and improved functionality.

Note: The resolution date for Sandbox upgrade has been extended to 05 November, 2026 (previously 05 May, 2025) to give you more time to take the changes manually.

Your sandbox will be detached from production and will continue as a standalone Freshservice account from 05 November, 2026 until 05 May, 2027. During this period, you can manually move any required changes from that account to your production or sandbox environment. After 05 May, 2027, the detached account will be permanently deleted.

What is changing?

To take advantage of the latest enhancements in Sandbox, you need to upgrade to the newest version. This upgrade includes performance improvements and optimizations that enhance the overall experience.

Impact on your account

If you have received an email to upgrade to the latest version of Sandbox, follow the required action mentioned below. Failure to do so may result in using an outdated version with limited capabilities.

Required action

To complete the upgrade, you must delete the older Sandboxes, and then create a new one.

To delete the existing Sandbox:

1. Navigate to Admins > Global Settings or your workspace.

2. Under Account Settings, click Sandbox.

3. Locate the required Sandbox, click  More Options, and select Delete.

Note:

• If you have multiple Sandboxes in your account, you must delete all existing Sandboxes before upgrading. For example, if you have existing Sandboxes A, B, and C, you must delete all of them (A, B, and C) before upgrading and creating new Sandboxes D, E, F, and so on.

• The upgrade process occurs at the account level and cannot be selectively applied to individual Sandboxes.

How to access the detached Sandbox account

Post 05 November, 2026, the detached Sandbox account can be accessed using the steps mentioned below.

• The Sandbox instance will be removed from the Sandbox list and will appear under Freshworks Switcher > My Accounts.

• You can manually transfer configurations from the detached account to your new Sandbox, if needed.

• Inward and outward syncs are not supported.