Installing and using the Clone Ticket app

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21 Comments

  • 小林正左子

    I have a request.
    When cloning a ticket, I would like to be able to select the source ticket item as an option.

    I would like to see the date, time, and cloned ticket ID displayed on the source ticket as well.

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  • Kaan Sarilar

    We have the free version of this app, when do the clone tickets actually get created? - as i do not get an option to automatically open the tickets on creation?.

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  • Adrian Joseph Magboo
    Zendesk Employee

    Hi Kaan,

     

    Good day! The cloned tickets get created when you manually create them by following the steps in this article under Using the app. 

    The option to open the tickets automatically after creation is only available under the Basic plan.

    I hope this helps. 

     

    Regards,

    Adrian

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  • Camilo

    When using this app could you clone closed tickets into a new opened ticket?

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  • Bill Greenfield

    The cloning app ignores if the original ticket has an internal note and changes it to a public note in the cloned ticket.  This is a deal breaker for us.  An internal note that is not meant for the customer to see suddenly is sent to the customer when the ticket is cloned.  Can you fix this?  Otherwise, this app is better referred to as the Clone-ish Ticket application.

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  • Dane
    Zendesk Engineering
    Hi Bill,
     
    I was able to replicate the actual behavior when a ticket that was cloned only has an internal comment on it. To investigate further, I'll create a ticket for you. Please wait for my update via email.
     
    Cheers,
    Dane
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  • ZendeskMCM

    When I clon a olved ticket, the app automatically close the cloned ticket. I mark the option "automatically open tickets after the creation" but isn't work, can you help me??

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  • Wit-Gele Kruis Limburg

    Hi

    What is the difference between the 'free' and the 'basic' edition? Just the option to 'open cloned tickets automatically', or also something else?

    Is it possible to use this app in an automation or trigger, eg based on tags?

    Thanks

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  • Dainne Lucena
    Zendesk Customer Care

    ZendeskMCM

     

    There might be an automation or a trigger in your instance that is automatically closing those types of tickets. I went ahead & created a ticket to our Support team so we can check the ticket event logs as to why they are getting closed.

    Wit-Gele Kruis Limburg

    The Clone Ticket App is now a free option If you download it from the Zendesk Marketplace,  you should no longer see the "basic" option during installation. 


    I'll relay this over to the team to have the documentation updated. Thanks!

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  • Wit-Gele Kruis Limburg

    Thanks for the info. Before I'll install this: Is it possible to use this app in an automation or trigger, eg based on tags?

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  • Dainne Lucena
    Zendesk Customer Care
    Absolutely. In the app's settings, there's an option to associate a tag to cloned tickets. So any cloned ticket would have that tag which can then be used for your automation and triggers. 
     

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  • Wit-Gele Kruis Limburg

    I mean the opposite: when eg. a tag is added to a ticket, the ticket gets cloned. Or that an automation can use this clone-app to clone a ticket.

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  • Dainne Lucena
    Zendesk Customer Care
    At the moment we don't have any business rule conditions that can work on automatically creating a clone of a ticket natively. You'd need to manually open the ticket & access the app through the app drawer in order to clone it. We also don't have any business rule actions that can natively create a ticket-only via API. 

    You may use custom coding to create a webhook that can create a ticket via API along with the app, but since this would fall under custom coding it would fall outside our scope of support. You may however relay this documentation to your developer team so they can build their own integration services. 
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  • Ben Hammond

    I see others have brought up the fact that the app was cloning Internal comments as Public comments. In our testing, it appears Internal comments aren't being cloned at all now. Was this because of the Public comment issue? Any plans on fixing this feature so Internal comments are cloned, but remain Internal? 

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Ben Hammond

     

    It is actually expected behavior when a ticket only has an internal comment present on the ticket and no public comment, that the cloned ticket would have as a public comment. At the moment, there are no plans to make internal only comments remain internal. But with regards to your issue, we might need to look into that further since the tickets aren't being cloned now. Please keep an eye out for our email to get this checked.

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  • Omer Fast

    Hi!

    Is it possible to manually batch clone a number of tickets or only one by one?
    And if not possible manually, any way to do it automatically?

    Thanks!!!

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  • Dane
    Zendesk Engineering
    Hi Omer,

    Cloning will be done manually and it's only one by one. 
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  • Anne-Flore Caire

    Hi

    For some tickets, we have an error message: "Clone Ticket: A problem occurred while cloning ticket #xxxxx. Try again."

    Are there any explanations or ticket conditions that are causing the bug? Because when we try another ticket at random, it works fine. So there must be something in these tickets that the app isn't accepting.

     

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  • Viktor Osetrov
    Zendesk Customer Care
    Hell Anne-Flore,

    Usually, the main reason is using triggers or webhooks to update tickets. Unfortunately, this workflow is not recommended or supported. When a ticket is updated by business rules and the API simultaneously, errors are likely to occur. When this happens, it is called a race condition.
    For more info - Can I use a trigger and a webhook to update tickets?

    Regarding your specific case, we can see you are using the following webhook - 
    Update ticket https://{{YourSubdomain}}.zendesk.com/api/v2/tickets/11611180.json
    We believe this is the main reason for the error message: "Clone Ticket: A problem occurred while cloning ticket #xxxxx. Try again."

    Hope it helps
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  • Vide Aspeqvist

    Why is there no option to clone the ticket and change the first comment to a private comment? 

    If I need to create a copy of the ticket in order to just copy the ticket fields, I do not want the new ticket requester to see the previous tickets. 

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  • Mike DR
    Zendesk Customer Care
    Hi Vide! Totally understand what you mean! For now you may create a product feedback here: Feedback - Ticketing System (Support) in order for our team to update the features in a possible future roadmap.
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