Cloning a ticket in BoldDesk creates a separate ticket using information from an existing ticket while leaving the original ticket unchanged. The cloned ticket receives a new ticket ID and can be assigned, updated, and resolved independently.

Use ticket cloning to create separate work items from an existing request, assign related work to another team for independent handling, or create a similar request without re-entering the same information. Depending on the workflow, the cloned ticket can remain independent or be associated with the original ticket as a child or related ticket.

Ticket cloning does not automatically split or move selected issues, replies, notes, or other conversation content from the original ticket. Review and update the cloned ticket so that it contains the information required for the separate work item.

This article explains the recommended uses for ticket cloning, how to select the appropriate association, and how cloning differs from automatically splitting a ticket.

Benefits of Ticket Cloning

Ticket cloning helps support teams:

• Create a separate ticket without entering the same information again.
• Create separate work items from a request containing multiple issues.
• Assign related work to different agents or groups.
• Track parallel investigations independently.
• Maintain a visible relationship between related work items.
• Preserve the original ticket while creating a separate follow-up ticket.
• Manage each ticket using its own status, priority, assignment, SLA, and resolution process.

What Happens After a Ticket Is Cloned

When you clone a ticket, BoldDesk creates a separate ticket using information from the original ticket. The cloned ticket receives a new ticket ID and is managed independently from the original ticket.

During the cloning process, you can review and update the available ticket information before creating the cloned ticket. You can also choose whether the cloned ticket should:

• Remain independent from the original ticket.
• Become a child of the original ticket.
• Be related to the original ticket without creating a parent-child hierarchy.

For the complete cloning procedure, learn more on Cloning a Ticket in BoldDesk.

Recommended Uses of Ticket Cloning

Use ticket cloning when the new work requires separate ownership, tracking, communication, or resolution.

1. Create Separate Work Items from One Request

   • Clone a ticket when one customer request contains multiple issues that must be handled and tracked separately.
   • For example, if a customer reports a billing issue and a technical issue in the same ticket, retain one issue in the original ticket and create a cloned ticket for the other issue.
   • Review and update the cloned ticket so that its subject, description, and other available information represent only the separate work item.
   • Each ticket can then have its own assignee or group, status, priority, SLA tracking, resolution process, replies, and notes.
   • Associate the cloned ticket as a Child ticket when both work items belong to the same overall request and the original ticket should remain the main ticket.

2. Assign Related Work to Another Team

   • Clone a ticket when another group or department must complete related work without taking ownership of the original ticket.
   • For example, the Support team can continue communicating with the customer through the original ticket while a cloned ticket is assigned to the Engineering team for further investigation.
   • Select the association based on the relationship:
     • Use Child ticket when the additional work depends on the original request.
     • Use Related ticket when the tickets share context but neither ticket should be treated as the main ticket.

3. Track Parallel Work Independently

   • Clone a ticket when multiple teams must work on different parts of the same request at the same time.
   • For example, one team can investigate an application issue while another team reviews the customer’s account configuration.
   • Separate tickets allow each team to manage its own assignment, internal updates, status, priority, SLA, and resolution details.
   • Associate the tickets to preserve traceability between the parallel work items.

4. Create a Similar Ticket Without Re-entering Information

   • Clone a ticket when you need to create a similar ticket using information already available in an existing ticket.
   • Before creating the cloned ticket, review and update the copied information so that the new ticket accurately represents the new request.
   • Review the available information, including the subject, description, requester, brand, form, assignee, priority, and ticket fields.
   • Select No association when the new ticket does not need to remain connected to the original ticket.

5. Create a Separate Follow-Up Ticket

   • Clone a ticket when a separate follow-up must be tracked without reopening, replacing, or changing the purpose of the original ticket.
   • For example, the original ticket can cover the immediate customer issue while the cloned ticket tracks a separate investigation or follow-up activity.
   • Use a Related ticket association when the follow-up is connected to the original request but is not subordinate to it.

Associations Available When Cloning a Ticket

Select an association based on the relationship between the original ticket and the cloned ticket.

Associated tickets appear in the Links section, allowing agents to navigate between the original ticket and the cloned ticket.

For the association procedure, learn more on How to Link a Cloned Ticket to the Original Ticket in BoldDesk.

Examples of Ticket-Cloning Scenarios

1. Separate Technical and Billing Issues

   A customer submits one ticket containing a technical problem and a billing question.

   The agent can:

   • Retain the technical issue in the original ticket.
   • Clone the ticket for the billing question.
   • Update the cloned ticket’s subject and description so that they contain only the information required for the billing issue.
   • Assign the cloned ticket to the Billing team.
   • Select the appropriate association.

   Use a Child ticket association when both issues belong to the same overall request. Use a Related ticket association when the issues share context but neither ticket should be subordinate to the other.

2. Create an Engineering Investigation Ticket

   A Support agent must continue communicating with the customer while the Engineering team investigates the underlying issue.

   The agent can:

   • Clone the customer ticket.
   • Retain only the information required for the investigation.
   • Assign the cloned ticket to Engineering.
   • Associate the cloned ticket as a Child ticket.

   The Support team can continue managing the customer conversation through the original ticket while Engineering tracks its investigation separately.

3. Track Parallel Account and Application Investigations

   A customer reports an issue that could be caused by either the application or the customer’s account configuration.

   The agent can:

   • Retain the application investigation in the original ticket.
   • Clone the ticket for the account review.
   • Update the cloned ticket so that it contains the information required for the account review.
   • Assign each ticket to the appropriate team.
   • Associate the tickets to preserve traceability.

   Each team can manage its work independently without combining investigations and internal updates.

4. Create a Similar but Independent Request

   An agent needs to create a ticket using information from an existing request, but the two requests do not need to remain connected.

   The agent can:

   • Clone the existing ticket.
   • Update the requester and other applicable information.
   • Review the subject and description.
   • Select No association.
   • Create the cloned ticket.

Troubleshooting

The Cloned Ticket Contains Information That Belongs to the Original Issue

Cloning uses information from the original ticket but does not automatically identify which content belongs to each work item.

Review and update the cloned ticket’s subject, description, and other available information so that the ticket represents only the separate work item.

The Original and Cloned Tickets Are Not Connected

The cloned ticket might have been created using No association.

If the tickets require a visible relationship, link them using the appropriate parent, child, or related-ticket relationship.

Updates in the Original Ticket Do Not Appear in the Cloned Ticket

This behavior is expected. The cloned ticket is a separate ticket and is not automatically synchronized with the original ticket.

Update each ticket according to its own work and resolution progress.

Agents Cannot Find the Associated Ticket

Open the Links section and review the associated parent, child, or related tickets.

If no association is displayed, confirm that the tickets were linked correctly.

Customer Communication Appears Across Both Tickets

Determine which ticket should serve as the primary customer conversation.

Use the other ticket for separate work or internal investigation, and coordinate updates through the ticket association and internal notes.

Frequently Asked Questions

1. What happens when I clone a ticket in BoldDesk?
   BoldDesk creates a separate ticket using information from the original ticket. The cloned ticket receives a new ticket ID and can be managed independently.

2. Does cloning split the original ticket into multiple tickets?
   No. Cloning creates a separate ticket using information from the original ticket. It does not automatically identify, extract, or move selected issues, replies, notes, or other conversation content from the original ticket.

3. Can I use cloning to create separate work items from one request?
   Yes. Clone the ticket, and then review and update the cloned ticket so that it contains only the information required for the separate work item.

4. Does a cloned ticket receive a new ticket ID?
   Yes. Every cloned ticket is created as a separate ticket with its own ticket ID.

5. Are changes synchronized between the original and cloned tickets?
   No. The tickets are managed independently. Changes made to one ticket are not automatically applied to the other ticket.

6. Can I update ticket information during cloning?
   Yes. Review and update the available ticket information in the Clone Ticket dialog before creating the cloned ticket.

7. Can I clone a ticket without linking it to the original ticket?
   Yes. Select No association when the cloned ticket should remain independent.

8. Where can I find an associated cloned ticket?
   Open the Links section to review the associated parent, child, or related tickets.

Related Articles

1. Cloning a Ticket in BoldDesk
2. How to Link a Cloned Ticket to the Original Ticket in BoldDesk
3. How to Merge Tickets in BoldDesk