Sandbox
Technical Details
- Deployment type:
Ad-hoc- Note: Sandboxes are currently managed manually in Zendesk (no sync repo yet)
Understanding sandboxes
What is the Zendesk Sandbox
As per Zendesk:
Sandbox environments provide a test environment that closely mirrors your production instance in configuration and some data. This allows you to accurately test updates to workflows, experiment with integrations, and provide training for new agents in an environment that reflects your production environment.
The Zendesk Sandbox is a replica Zendesk instance you can use to test, learn, replicate, etc. in an environment that is separated from production instances.
We utilize the Zendesk Sandbox in all our change management processes. This allows us a safe and secure place to test changes/updates/etc. so we can ensure the implementations we push into production are both stable and well vetted.
Common use cases
- Testing trigger and automation changes before production deployment
- Experimenting with new workflows
- Training new team members
- Validating app configurations
- Testing theme modifications
Where are the sandboxes?
You can locate the sandboxes via:
How to access the Zendesk Sandbox
For testing end-user workflows (ticket submission, portal access, etc.), use the pre-configured test accounts listed in the Zendesk Sandbox Test Orgs and Users (internal only) spreadsheet. These accounts simulate different customer scenarios (free users, paid users, various subscription levels, etc.).
You should use the pre-created test organizations and users whenever possible. If for some reason the users there will not work in your case, please contact the Fullstack Engineer for Support Operations.
Sandbox limitations
- API rate limits may differ from production
- License seat counts differ from production
- Some integrations may not work or have not been setup
Administrator tasks
Note
- All sections in this section require
Administratorlevel access to Zendesk.
Seeing a list of sandboxes
To see a list of current sandboxes for a Zendesk instance:
- Navigate to the admin dashboard for the Zendesk instance
- Go to
Account > Sandbox > Environments
Creating a Sandbox
Warning
- This should only be done if there is a corresponding request issue (Feature Request, Administrative, Bug, etc.). If one does not exist, you should first create one (and let it go through the standard process before working it).
To create a sandbox for a Zendesk instance:
- Navigate to the admin dashboard for the Zendesk instance
- Go to
Account > Sandbox > Environments - Click
Create sandboxat the top-right of the page - Enter a name for your sandbox
- Select how many tickets to copy from production from the drop-down
- It is recommended the answer you use is
0for this
- It is recommended the answer you use is
- Check or uncheck the box to copy required organizations (i.e the bare minimum organization information)
- It is recommended you check this box
- Click
Create sandboxat the bottom-right of the page
Deleting a Sandbox
Warning
- This should only be done if there is a corresponding request issue (Feature Request, Administrative, Bug, etc.). If one does not exist, you should first create one (and let it go through the standard process before working it).
- This should be exceedingly rare and only done when absolutely required. Exercise caution in doing this.
To delete a sandbox from a Zendesk instance:
- Navigate to the admin dashboard for the Zendesk instance
- Go to
Account > Sandbox > Environments - Click the three vertical dots to the right of the sandbox you wish to delete
- Click
Delete sandbox - Click
Delete sandboxto confirm the deletion
Common issues and troubleshooting
This is a living section that will have items added to it as needed.
f895738e)
