The Zendesk Sandbox
A copy of your configuration where a mistake costs you nothing. Available on the higher plans, and underused by nearly everyone who has it.
What it is
A separate Zendesk instance that mirrors your configuration so you can test changes without touching production. Depending on plan and sandbox type it may copy settings only, or settings plus some data.
It does not send email to real customers, which is the entire point: you can test a trigger that emails everybody without emailing everybody.
What to test there
A process that works
Change in sandbox, test with a realistic ticket, write down what you changed, then reproduce it in production deliberately rather than by memory.
The last part is where teams slip: a change tested carefully in sandbox and then half-remembered in production is not a tested change.
Frequently asked questions
Which Zendesk plans include a sandbox?+
Higher tiers, with the number and type of sandboxes varying by plan. Check what your account includes before you plan a process around it.
Does the sandbox copy tickets?+
Depends on the sandbox type. Some copy configuration only, others include a data set.
Test the rules, then trust them
Ticket Merger suggest-only mode is the same idea: watch the decisions on your real queue before anything acts on its own.
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