Cloning a ticket
Customer support efforts are exceptionally quantifiable, so you must streamline and reduce the ticket resolution time to meet and exceed Service Level Agreement (SLA) targets.
Ticket cloning is one of the key steps in reducing ticket resolution time, which indeed leads to increased customer satisfaction. Having the ability to clone tickets quickly will position your subsequent processes for fast execution and support success.
With the Zoho Desk ticket cloning feature, you can enable quicker ticket creation and assignment, and thus it reduces the process of starting from scratch.
Ticket Cloning
The ticket cloning feature in the Zoho Desk enables you to create a new ticket by duplicating an existing ticket. This is particularly useful when you need the same ticket to be created for different contacts or to onboard new hires enabling them to solve an existing customer problem.
Notes
- This feature is not available for customers on the Free plan of Zoho Desk.
- Profile Permission Required: Agents with the Ticket Creation permission can clone tickets.
To clone a ticket
- Open the ticket you want to clone.
- Click the More icon in the upper-right corner of the page.
- Click Clone from the drop menu.
- This will automatically redirect you to the Clone Ticket form where you can enter or clear the field data as per needs.
- Cloned tickets are not static, so you can alter certain fields as necessary.
- Click Submit to create the ticket.
Points to remember
- Only the ticket properties and the description from the original ticket will be carried over to the cloned ticket.
- Attachments, email threads, comments, etc, will not be cloned.
- Cloned tickets are affixed with the "(Clone)" tag in their subject to help agents distinguish them.
- The clone option will not appear for shared and spam tickets.
- The Send as Email feature will not be available on the Clone Ticket form.
- Ticket cloning action is captured in the history of a ticket.
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