Plan requirement
| Subscription | Any plan |
| Access | Agent |
Copying a ticket, usually to split work across teams. Useful, and easy to leave the customer confused.
Clone one
- Open the ticket and use the app.
- Choose what to copy: fields, description, requester.
- Create the clone.
- Assign it to the right group and link it to the original.
When it helps
- Two teams need to work in parallel on different parts of one request.
- One message contains two unrelated questions.
- A recurring request where the fields are always the same.
Decide who talks to the customer
The most important part. Two tickets with the same requester means two possible sources of replies, and a customer receiving updates from two agents about one request assumes nobody is coordinating.
One ticket owns the conversation; the other is internal work.
Link them
Always. An unlinked clone is a ticket with no explanation of where it came from, and the next agent has no way to find the original.
Watch the notifications
Creating a ticket can notify the customer, depending on your triggers. A clone made for internal reasons should not produce a second confirmation email.
Check this once, before cloning becomes routine.
Do not clone to reassign
If the work simply belongs to another team, change the group. Cloning leaves two tickets where one was needed, and both appear in your volume figures.
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