Overview

This article covers how to verify and resolve dependency and configuration discrepancies before syncing a workflow from sandbox to production, how to review what changes will be made, and how to enable Freshworks access or refresh the sandbox if needed.

Verifying Dependencies Before Syncing

During the sync process, a dependency list is shown indicating the configurations that will be transferred to production. Review each dependency - such as the Status field or custom objects and compare it against what is already configured in production. For dependencies that do not exist in production, either create them in production beforehand or remove and replace them in the sandbox workflow to avoid unintended changes during the sync.

Resolving Discrepancies Between Sandbox and Production

If fields or configurations in the sandbox workflow do not exist in production, identify them from the dependency list and either manually create the missing items in production or replace them in the sandbox workflow with fields that already exist in production. Once adjustments are complete, proceed with the outward sync again.

Reviewing What Changes Will Be Made in Production

The dependency configuration page during the sync process outlines all changes that will be applied to production, including fields and configurations that will be created as part of the workflow migration. Review this list carefully and cross-check each item against the production setup to confirm what will be added, modified, or left unchanged. If there is any uncertainty about automatic updates, make the required changes manually in production to maintain accuracy.

Enabling Freshworks Access for Configuration Validation

To allow Freshworks support agents to validate configurations in both environments, navigate to Admin > Agents and click Manage Access under Freshworks Support on the right side. Select the desired date range for access up to a maximum of 30 days, extendable if needed. Assign the Account Admin role and grant IT Supervisor permissions under Workspace Permissions. Click Save and notify the support agent so they can proceed with validation.

Refreshing the Sandbox Environment

If the sandbox requires a clean configuration before retesting, confirm with your internal stakeholders or Freshservice account team whether a sandbox refresh is available under your plan. If it is, initiate the refresh via the admin console or by contacting Freshworks Support. Once the refresh is complete, verify that the sandbox reflects a configuration consistent with production, then retest the workflow or integrations before syncing to production.