The Clone Ticket app integrates with Zendesk Support and enables agents to clone a ticket multiple times in batches. You can select a specific ticket and clone as many copies as set by an administrator.
The app maintains all ticket metadata and allows the configuration of tickets after they are cloned. The cloned tickets contain the source ticket information such as contact details, status, type, and the initial question or comment. An internal comment is added showing the date, time, and source ticket number.
This article includes the following topics:
Installing the app
The app is installed from the Zendesk Marketplace.
To install the app
- In Admin Center, click the Apps and integrations icon (
) in the sidebar, then select Apps > Zendesk Support apps.
- Click Marketplace at the top of the page and then enter "Clone ticket" in the Marketplace search bar.
- Double-click the Clone Ticket app icon, then click Install.
- Select the account to install the app, then click Install.
- In the Installation section, enter a name for the Clone Ticket app.
- In the Creation Limit setting, set the max number of tickets that can be cloned at one time. This cannot be set to zero.
- In Tags for cloned tickets, add any tags that you would like to apply to cloned tickets.
- You can select Allow agents to automatically open cloned tickets, and the cloned tickets can be opened immediately.
- Enable group and role restrictions if required.
- Click Install.
Using the app
When a ticket is opened, the app is available to clone the ticket in the ticket sidebar.
To clone the ticket
-
Display the Clone Ticket app on the ticket page by clicking the Apps button on the upper-right side of the page.
- In the Clone Ticket app, click Create clones of this ticket.
- Enter the number of times to clone a ticket and click Create. You can choose whether to open the tickets automatically after creation.
- Re-enter the number of times to clone a ticket as confirmation, and click Confirm.
A confirmation message displays the number of cloned tickets created.
Release Notes
Version 2.2.0 — 2020-08-27
- Added a setting to allow for tags to be added to clone tickets. This allows an admin to build triggers or other workflow on tags that are applied to cloned tickets.
-
Version 2.3.0 — 2021-07-30
- Convert and incorporate paid features into the Free plan
26 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.
0
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?.
0
Adrian Joseph Magboo
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
0
Camilo Gomez
When using this app could you clone closed tickets into a new opened ticket?
0
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.
0
Dane
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
2
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??
0
Kris Lowet
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
0
Dainne Kiara Lucena-Laxamana
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.
![](/hc/user_images/plnjw7mLKb9jjeLvyohbnw.png)
Kris Lowet
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!
0
Kris Lowet
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?
0
Dainne Kiara Lucena-Laxamana
0
Kris Lowet
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.
0
Dainne Kiara Lucena-Laxamana
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.
0
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?
0
Dainne Kiara Lucena-Laxamana
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.
0
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!!!
0
Dane
Cloning will be done manually and it's only one by one.
0
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.
0
Viktor Osetrov
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 -
{{YourSubdomain}}
.zendesk.com/api/v2/tickets/11611180.jsonHope it helps
0
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.
0
Mike DR
0
Sharuk Ahmad
I installed the app and it seems like when I enter the number and hit the Confirm button it just grays out and nothing happens. Have tried this on both Chrome and Edge multiple times, have had no luck, thoughts?
0
Zsa Trias
Hello Sharuk,
Just to confirm, are you entering the number of tickets twice? As mentioned under Using the app, you would have to re-enter the number as a confirmation in order to proceed with the cloning of tickets.
0
Bobby Koch
Not supported with messaging sadly :( - the transcript does not clone
0
Hannah Lucid
Is it possible to report on the number of clones created from a “parent” ticket?
Example:
Ticket #123 is cloned by Clone Tickets app. The number of clones entered is 5 and 5 cloned tickets are created (#124, 125, 126, 127, 128).
Report would show ticket #123, group name, assignee name, then would show the number 5 in another column. Drilling into the 5 you would see the details (ticket#124, 125, 126, 127, 128).
0
Gabriel Manlapig
Hi Hannah,
As of the moment, this type of report data isn't available since the cloned ticket app wouldn't work like the parent-child ticket process, this app literally only clones the original ticket and creates multiple copies.
Currently, if you add tags for cloned tickets, you can create a simple report, like counting how many clone tickets were created for a specific date range, with some details like ticket IDs, etc.
I wanted to point you in the direction of our product feedback forum for Ticketing system (Support) where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!
0