As a helpdesk administrator, you would want to test out a configuration or feature before enabling it on your Freshdesk account. For example, when you add a new workflow, you need to make sure it doesn't affect your customers or agents before you’ve had a chance to test and fine-tune it completely.

With the Sandbox feature, you can avoid making irreversible changes. The sandbox is a replica of your Freshdesk account. Read more here.