Announcing sandbox provisioning for AI agents - Advanced

Announced on | Rollout starts | Rollout ends
February 5, 2026 | February 5, 2026 | April 2026

We’re simplifying how you work with advanced AI agents in sandbox environments, so you can focus on testing and experimentation rather than configuring underlying connections.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Now, when you create or sync a sandbox environment, a dedicated AI agent organization is automatically provisioned. This enables self-service access to sandbox AI agents, allowing you to freely test advanced AI agent functionality without consuming automated resolutions. As part of this change, we’re also introducing the ability to clone AI agents, streamlining testing and eliminating the need for Professional Services or AI Success involvement.

For more information, see About Zendesk sandbox environments.

Note: The provisioning of a sandbox organization and sandbox AI agents is applicable only to customers who have the AI agents - Advanced add-on in their production environment.

Why is Zendesk making this change?

This change reduces operational friction and improves your experience by enabling faster time to value, providing a safe and dedicated environment for testing advanced AI agents, and eliminating unnecessary costs and manual processes.

What do I need to do?

If you don’t already have a sandbox environment:

No action is required. Your sandbox AI agents will automatically be created when you create or sync a sandbox. Just ensure you have AI agents - Advanced in your production environment and Zendesk sandbox access.

If you already have a sandbox environment:

No action is required. You currently have sandbox AI agents in your production organization connected to your sandbox environment. Zendesk will automatically migrate your existing sandbox AI agents to a dedicated sandbox organization in phases from now through April 2026. You'll be notified by email before your migration date. Your current setup continues working as-is until then.

If, for some reason, you sync your sandbox environment with production, it will trigger a new sandbox organization and allow you to access the AI agents - Advanced sandbox organization from the sandbox environment.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk customer support.