Announcing simplified pricing and packaging for Sandboxes

Announced on | Rollout on
August 12, 2025 | October 6, 2025

Zendesk is excited to announce an enhanced sandbox experience.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is simplifying sandboxes. Currently, there are standard and premium sandboxes. When the simpler, unified sandbox experience rolls out, all standard sandboxes will be upgraded to what was previously referred to as a partial premium sandbox. Existing premium sandboxes will retain all of their features. On Suite Enterprise Plus plans, you'll retain all of the unique functionality of your full production premium sandbox.

On the rollout date, the updated sandbox experience will become available as a paid add-on to Support Professional and Suite Growth and Professional plans. Existing Support Enterprise accounts will continue to have one sandbox included in their plan, and Suite Enterprise plans and above will continue to have two sandboxes included in their plan.

The following table provides a detailed overview of plan types, previous availability of sandbox functionality, and the new availability.

Plan | Previous experience | New experience
Support plans
Team | None | None
Professional | None | None, but can purchase add-on
Enterprise | 1 standard | 1 sandbox and can purchase add-on
Suite plans
Team | None | None
Growth | None | None, but can purchase add-on
Professional | None | None, but can purchase add-on
Enterprise | 1 standard, 1 partial premium | 2 sandboxes and can purchase add-on
Enterprise Plus | 1 standard, 1 full production premium | 2 sandboxes and can purchase add-on

Is the price changing?

The unification of sandbox functionality and changes to the availability of the features will include a change in price. Previously, sandboxes were purchased at a flat rate. Going forward, sandboxes will be priced based on your account's base spending. Zendesk will reach out soon to provide more specific details about how these changes affect you.

Existing customers won't see a price change to their current sandbox add-ons.

Why is Zendesk making this change?

Zendesk recognizes the importance of being able to safely and confidently mange changes to your Zendesk environments. Sandboxes are a key part of providing that. We also heard from you that the existing premium sandbox offerings were confusing and inconsistent. These changes are designed to expand access to sandboxes and simplify sandboxes by providing a more consistent experience across all plans.

These updates also sets the stage for powerful change management features that are expected later this year. The change management features will provide all sandbox users a way to inspect environments, save versions of an environment's configurations, compare environment configurations, and deploy changes from one environment to another. These features are currently part of the Configuration Management EAP, and will be available to all sandbox customers at no additional cost.

What do I need to do?

No action is required at this time. Watch for an email from Zendesk about how this affects your account specifically. You can also use this time to consider how these changes will affect your business and processes.

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.