Hello everyone!

We have brought in a modification in the way users are mapped to a particular role and profile in Sandbox. 

What has changed?

When agents are copied from production to Sandbox:

• If a user's current role and profile is available in Sandbox, the user will be mapped to the same role and profile when moved to Sandbox. For example, if John is mapped to Technical lead (role) and Manager (Profile) in production account and these role and profile are already present in Sandbox, then John will be mapped to the same role and profile in Sandbox as well. 

• If the mapped role and profile is not present in Sandbox, then the system will automatically map the user to a default Role (CEO) and Profile (Data Administrator) in Sandbox.  

Note that, this change is available from 2nd January 2026, 8:00 AM IST, therefore, if any assistance is needed with respect to user mapping that was done before the mentioned date kindly reach out to our support team (support@zohodesk.com).

How does this help teams? 

• Production like access in Sandbox: Agents retain the same role and profile mapping from production which ensures sandbox mirrors the same condition for more accurate testing.
  
  

• Eliminates manual role or profile reassignment: Agents without a role or profile are automatically mapped to a valid default role and profile, reducing effort.

Kindly refer to the help doc: Role and Profile Mapping of Users in Sandbox for more information.  

This enhancement is now available for enterprise edition users across all data centers.

PM: @Nivedhan Senthilkumar 

Regards,

Ramya Ajith | Zoho Desk - User Education