Announcing the ability to replicate, test, and deploy omnichannel routing capacity rules in sandboxes

Announced on | Rollout starts | Rollout ends
March 17, 2026 | March 17, 2026 | March 17, 2026

Zendesk is excited to announce that capacity rules for omnichannel routing are now supported in version management for sandboxes.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Until now, capacity rules for omnichannel routing could be manually created and tested in sandbox environments, but carrying changes over to other environments, such as production, required manually recreating them. Now, capacity rules are fully supported for version management. This means omnichannel routing capacity rules are replicated in sandbox environments and can be inspected, saved as a snapshot, compared across snapshots and environments, and deployed to other environments.

For more information, see Inspecting sandbox and production account configurations.

Why is Zendesk making this change?

Supporting capacity rules in sandboxes and version management is the first step towards streamlining the maintenance and evolution of your omnichannel routing set up in sandboxes, which reduces the risk of making changes and deploying them to production.

What do I need to do?

This functionality is automatically available to all accounts with access to sandboxes. If you have capacity rules for omnichannel routing, they will be available in sanboxes for inspection, snapshots, comparisons, and deployment to other environments.

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.