What gets copied into your Sandbox account?
The Sandbox is designed to copy all settings that can impact the workflow of your helpdesk. Here is a comprehensive list of configurations that will be copied into your Sandbox account.
Email settings (except for the support email)
Groups and corresponding settings (business rules, ticket assignment, escalation rules,..)
Roles (with permissions)
SLA & Business Hours
Products (names only)
Customer Satisfaction Surveys
Note: All the above-mentioned configuration changes are copied back. However new agents created in your sandbox, or changes to agent profiles, are not copied back into your Freshdesk account.
What does not get copied into your Sandbox account?
Tickets data, customer and contacts
Ticket list views
Portals - logo, favicon, customization
Apps and integrations
SSO and SSL settings
The features and configurations above can be tested independently on your sandbox account, but any changes made will not be copied back to your Freshdesk account.
Multiple Ticket forms isn't copied into your sandbox account.
Confidential tickets, customer, or contact data will not be copied. However, sample data that can be used for testing is pre-populated into your sandbox account, on creation.
Freshdesk production account and sandbox account will be in the same Freshworks Organisation. Hence, any change you make in the Organisation level would be applicable to both accounts.