Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Configuration changes affect everybody at once. Two habits make that safe, and neither is specific to AI.
Test it
- Read the preview. Admin copilot shows you exactly what it proposes and applies nothing until you confirm, so this step costs a minute and is the whole safety mechanism.
- Where you have a sandbox, approve it there first and check the objects it touched: routing, ticket forms, SLAs, triggers.
- Send a ticket that should match, and one that should not.
- Compare against a snapshot to see exactly what changed, then deploy the configuration to production.
- Without a sandbox, take a production snapshot first as your fallback, and approve the changes one at a time rather than in a batch.
Habit one: use a sandbox
Where your plan includes one, this is what it is for. A trigger that fires on more tickets than intended is a nuisance in a sandbox and a bad afternoon in a live account. The snapshot comparison is what turns "it seems fine" into a list of what moved.
Habit two: test the negative case
Everybody checks that the thing they wanted now happens. Far fewer check that it does not happen to tickets it should not touch, and that is where the surprises are.
Narrow first, then widen
Apply a new rule to one brand, one form or one group, watch it for a day, and widen once it behaves. Reversing a narrow change is trivial; reversing a broad one means finding everything it touched.
Look at the order
Triggers run in sequence, and a new one placed wrongly can undo what an earlier one did. A proposal is about the rule itself, and where it sits in the order is still your decision.
Write down what you changed
What, why, when, and who asked. The next person to look at this configuration, quite possibly you in six months, needs the why more than the what.
Check again the next morning
Overnight volume exercises rules in ways an afternoon test does not, and automations that run on a schedule will have fired by then.
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