Overview

This article covers how to identify and fix Workspace name mismatches causing sync failures between Sandbox and Production environments, and how to escalate if the issue persists.

Verifying Workspace Name Consistency

Log in to both the Sandbox and Production environments and navigate to Admin > Workspaces. Confirm that the Workspace name in the Sandbox matches exactly with the corresponding Workspace name in Production. Any difference in naming will cause the sync process to fail; the names must be identical in both environments.

Fixing a Workspace Name Mismatch

If the names do not match, navigate to Admin > Workspaces in the relevant environment, select the Workspace, and edit the name to match the other environment exactly. Once the names align, retry the sync process and validate whether it completes successfully. If the issue persists after renaming, escalate for further investigation.

Handling Workspaces Renamed After Initial Creation

If a Workspace was renamed after it was originally created, this can introduce a mismatch and cause sync errors. Verify whether naming differences exist between the original and current names in both environments. If a mismatch is confirmed, delete the Workspace in the Sandbox and recreate it using the same name as Production, based on the same template used initially. Reconfigure the settings as needed and retest the sync. If recreating the Workspace is not possible due to ongoing work, a joint troubleshooting session with Freshworks Support can be arranged to explore alternatives.

Enabling Freshworks Access for Escalation

If the issue persists after verifying and aligning Workspace names, grant Freshworks Support access to both environments. Navigate to Admin > Agents and click Manage Access under Freshworks Support. Choose an access duration of up to 30 days, extendable or revocable at any time. Set the role to Administrator and assign IT Supervisor under Workspace Permissions. Click Save. Access can be revoked once the issue is resolved.

Escalating the Workspace Sync Issue

When escalating, provide the support team with the Sandbox and Production URLs, details of any Workspace name or configuration changes made during or after sandbox creation, and the specific error encountered such as 'This workspace doesn't exist in the target.' If possible, create a dummy configuration set for isolated test syncing that does not interfere with production. A screen-sharing session can also be scheduled with Freshworks Support to collaboratively investigate the issue.