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


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 your Sandbox was created before September 10, 2024, you must upgrade to the latest version. Failure to do so may result in using an outdated version with limited capabilities.


Required action

To complete the upgrade, you must delete any Sandbox created before September 10, 2024, 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 and at least one of them was created before September 10, 2024, you must delete all existing Sandboxes before upgrading.
  • The upgrade process occurs at the account level and cannot be selectively applied to individual Sandboxes.


Raise an exception to retain the Sandbox temporarily

If you’re unwilling to delete your Sandbox immediately, you can raise an exception by contacting the Freshworks Support team to remove the Sandbox. Once the request is processed:


  • The Sandbox instance will be moved out of the Sandbox list and will appear under Freshworks Switcher > My Accounts.
  • You can manually transfer configurations from the removed account to your new Sandbox, if needed.
  • Inward and outward syncs is not supported.

Note: The removed Sandbox account will be permanently deleted after 3 months.


Upgrade timeline

If any active Sandbox created before September 10, 2024, remains in your account after November 4, 2025, it will be automatically deleted. Ensure you complete the upgrade before the deadline to avoid disruptions.