Installing and using the Clone Ticket app

<p>The <a href="https://www.zendesk.com/marketplace/apps/sell/255790/clone-deal" target="_self">Clone Ticket app</a><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> 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.</span><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"></span></p>
<p><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">The app maintains all ticket metadata and allows the configuration of tickets after they are cloned. The cloned tickets contain the source<span> ticket information such as contact details, status, type,</span> and the initial question or comment. An internal comment is added showing the date, time, and source ticket number.</span></p>
<p><img alt="" height="161" src="https://support.zendesk.com/hc/article_attachments/7856386153882" width="417"></p>
<p>This article includes the following topics:</p>
<ul>
<ul>
<li><a href="#h_01JMFJZV3SA06D9ZJWCREJSX7H">Limitations</a></li>
<li><a href="#h_cc5354a3-b593-4464-b380-5ce8c556dbd7" target="_self">Installing the app</a></li>
<li><a href="#h_a01f8f7d-066b-43df-b557-1eed7dcc5598" target="_self">Using the app</a></li>
</ul>
</ul>
<p> </p>
<h2 id="h_01JMFJZV3SA06D9ZJWCREJSX7H"><span>Limitations</span></h2>
<ul>
<li><span>Cloned messaging tickets aren't linked to an active conversation. Therefore, you can't respond to the requester of the cloned ticket or end the messaging session from the cloned ticket. <a href="https://support.zendesk.com/hc/en-us/articles/4408831849882-Composing-messages-in-the-Zendesk-Agent-Workspace#topic_gtw_j1h_rmb" rel="noopener noreferrer" target="_blank">Switch to a different channel</a> to contact the requester. </span></li>
</ul>
<h2 id="h_cc5354a3-b593-4464-b380-5ce8c556dbd7"><span>Installing the app</span></h2>
<p><span>The app is installed from the Zendesk Marketplace.</span><span></span></p>
<p><strong>To install the app</strong></p>
<ol>
<li>In <a href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_self">Admin Center</a>, click the <strong>Apps and integrations</strong> icon (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">) in the sidebar, then select <strong>Apps &gt; Zendesk Support apps</strong>.</li>
<li>Click <strong>Marketplace</strong> at the top of the page and then e<span style="box-sizing: inherit; font-weight: 400;">nter</span><span style="font-weight: 400;"> "Clone ticket" in the Marketplace search bar.</span>
</li>
<li><span style="font-weight: 400;">Double-click the <strong>Clone Ticket</strong> app icon, then click <strong>Install</strong>.</span></li>
<li><span style="font-weight: 400;">Select the account to install the app, then click <strong>Install</strong>.</span></li>
<li> In the <strong>Installation</strong> section, enter a name for the Clone Ticket app.</li>
<li>In the <strong>Creation Limit</strong> setting, set the max number of tickets that can be cloned at one time. This cannot be set to zero.</li>
<li>In <strong>Tags for cloned tickets</strong>, add any tags that you would like to apply to cloned tickets.</li>
<li>You can select <strong>Allow agents to automatically open cloned tickets</strong>, and the cloned tickets can be opened immediately. </li>
<li>Enable group and role restrictions if required.</li>
<li>Click <strong>Install</strong>.</li>
</ol>
<h2 id="h_01HM9ZMPSZCTFV6N2BR0YF0QK3">Using the app</h2>
<p>When a ticket is opened, the app is available to clone the ticket in the ticket sidebar.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you clone a closed ticket, an error message displays, but tickets are created with a closed status.</div>
</div>
<p><strong>To clone the ticket</strong></p>
<ol>
<li>
<span>Display the Clone Ticket app on the ticket page by clicking the </span><strong class="ph b">Apps</strong><span> button on the upper-right side of the page.<br></span>
</li>
<li>In the Clone Ticket app, click <strong>Create clones of this ticket.</strong><img alt="" height="216" src="https://support.zendesk.com/hc/article_attachments/7856386152218" width="543">
</li>
<li>Enter the number of times to clone a ticket and click <strong style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">Create.  </strong><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">You can choose whether to open the tickets automatically after creation.</span><img alt="" height="246" src="https://support.zendesk.com/hc/article_attachments/7856363717402" style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" width="550"><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"></span>
</li>
<li>Re-enter the number of times to clone a ticket as confirmation, and click <strong style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">Confirm.</strong><img alt="" height="231" src="https://support.zendesk.com/hc/article_attachments/7856386152474" style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" width="546"><br>A confirmation message displays the number of cloned tickets created.<img alt="" height="288" src="https://support.zendesk.com/hc/article_attachments/7856386153242" style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" width="544">
</li>
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