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 find the app in the sidebar.
- Click Create clones of this ticket.
- Enter how many clones you want and click Create. Type the number again to confirm and click Confirm.
- Open the clone, assign it to the right group, and say in it what it is for.
There is nothing to choose about what gets copied. A clone carries the contact details, the status, the type and the first comment, and gets an internal note giving the date, the time and the number of the ticket it came from. Attachments do not come with it.
Three things are decided at installation rather than at cloning time: Creation Limit, the most clones anybody can make in one go; Tags for cloned tickets, which is the practical way to keep clones out of your volume figures; and whether agents may have clones opened for them automatically.
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.
The trail back is an internal note
The clone carries a note naming the ticket it came from, so the way back exists. What does not exist is a mark on the original saying it was cloned, so from the source ticket nobody can see there is a second one. If that matters, say so in an internal note on the original yourself.
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 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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