Cloning a Ticket
Use Clone Ticket to duplicate an existing ticket and track work separately, useful for parallel tasks or team handoffs. During cloning, you can update ticket properties and choose how the clone should be associated with the current ticket: no association, Child ticket, or Related ticket.
Check out this video tutorial for more details.
Steps: Clone a Ticket
-
Open the target ticket.
-
In the ticket details header, select More options (⋮) → Clone Ticket.
-
In the Clone Ticket dialog, review and update the available properties as needed (for example, Brand, Form, From Email Address, Requester).
-
Under Association with current ticket, choose one of the following:
- No association — Creates a standalone clone with no link to the original.
- Child ticket — Links the new ticket as a child of the current ticket (hierarchical relationship).
- Related ticket — Links the new ticket to the current ticket without hierarchy.
-
Click Clone to finish.
View or Manage Associations
- The association (Child or Related) appears on the ticket details page.
- Use the Links area on either ticket to navigate between linked tickets.
- If permitted by your workspace configuration, you can remove a link and add a different association from the ticket’s Links area.
- If you selected Child ticket or Related ticket, a link between the two tickets is added so you can navigate and understand the relationship at a glance.
- Cloning creates a distinct ticket you can manage independently from the original.
- The Association with current ticket choice is optional; select No association to keep the clone independent.
- Visibility of fields in the Clone Ticket dialog may vary based on your helpdesk configuration and permissions.
FAQs
- What is the difference between Child ticket and Related ticket?
- Child ticket: Establishes a parent–child (hierarchical) relationship with the current ticket.
- Related ticket: Adds a non‑hierarchical connection between the tickets.
-
Can I change the association after cloning?
If your permissions allow, remove the existing link in the ticket’s Links area and add the preferred association. -
Will cloning a ticket notify the requester by email?
Email notifications follow your workspace’s notification rules. If you want to prevent an email from being sent during cloning, select “Don’t send an email” in the Clone Ticket dialog. -
Can I clone a ticket multiple times?
Yes. Repeat More options (⋮) → Clone Ticket as needed. Choose the appropriate association for each clone.
