When you reset, update, or back-promote your Zendesk sandbox environment to reflect your production instance, all support_address elements from production are migrated into the sandbox. Zendesk appends modifications to to prevent test emails in the sandbox environment from reaching real customers. That includes internal as well as external support addresses.
If your production environment contains an external support address, for example, support@company.com, Zendesk will convert it to be support-at-company-com@zendesk.com. See more information in Creating a premium sandbox with data replication.
However, this can result in Salto treating these external support addresses as new, separate elements, rather than mirroring the original production ones.This causes mismatches between production and sandbox.
The Solution
To resolve this, configure your sandbox environment to use the same name and the production_email as identity fields. This enables Salto to correctly match elements between environments.
Add the following block to the Zendesk adapter configuration in your sandbox:
zendesk {
fetch = {
elemID = {
support_address = {
parts = [
{
fieldName = "name"
},
{
fieldName = "production_email"
isReference = true
}
]
}
}
}
}
What This Does
Ensures consistent identity mapping across environments.
Prevents duplicate or mismatched support_address elements in your sandbox.
Maintains a clean and understandable configuration history.
Important: If your Zendesk instance uses host mapping (i.e., a custom domain for your Help Center), you’ll need to take additional steps to ensure proper configuration in your production environment.
Please reach your CE or Salto support if you need help with this.