The Zendesk Sandbox
A Zendesk sandbox is a copy of your configuration where a mistake costs nothing. It's on the higher plans, and nearly everyone who has one leaves it unused.
What a Zendesk sandbox is
A separate Zendesk instance that mirrors your configuration, so you can test changes without touching production. What it copies depends on your plan and the sandbox type. Settings only, or settings plus some data.
It doesn't send email to real customers, and that's the entire point. You can test a trigger that emails everybody without emailing everybody.
What to test there
A process that works
Change it in sandbox. Test with a realistic ticket, write down exactly what you changed, then reproduce that in production deliberately rather than from memory.
The last part is where teams slip. A change tested carefully in sandbox and then half-remembered in production isn't a tested change.
Frequently asked questions
Is the sandbox a full test environment?
It's a Zendesk test environment that copies configuration, and depending on tier some data. As Zendesk staging it's good for trying triggers and apps, and it never fully matches production volume.
Which Zendesk plans include a sandbox?
Higher tiers, and the number and type of sandboxes vary by plan. Check what your own account includes before you build a process around it, because they're not all the same.
Does the sandbox copy tickets?
Depends on the sandbox type. Some copy configuration only, others include a data set, so don't assume yours has tickets in it.
Test the rules, then trust them
Ticket Merger works the same way: start it on one group, watch the merges on your real queue, then widen the rule once you trust it.
Start free trial14-day free trial. No credit card required.