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Hello FS Community!

Has anyone had any luck cloning a ticket through workflow automation? 

I will say, coding is NOT my strength, but it seems like cloning is a possibility in FreshDesk, but when I apply the same/similar parameters in Fresh Service, I’m unsuccessful.

I currently use tasks in select ticket automations, but since we track ticket counts, completing tasks is not exactly a fair way to see what users are doing. Alternatively, in our reports, when I look at who is completing tasks, it only will show the agent that closed that ticket, not those that completed the tasks under the tickets.

Help/suggestions?

-Leighanne

Do you need to close notes as well or just the base ticket ?

You can explore using API integrations or custom scripts to automate cloning. For better tracking, try setting up ticket-based automations or creating custom reports to track task completions more accurately. If you're still having trouble, reaching out to FreshService support for further guidance might be helpful. This could improve your workflow efficiency and better align with your reporting needs.

Are you trying to clone an incident or service request? I have found success grabbing information from 1 ticket and adding that to a new ticket using webhook, pretty straight forward.

You can explore using API integrations or custom scripts to automate cloning.

Hey Leighanne,

Yep, you can clone tickets using the Workflow Automator — you’d just need to go the Web Request route.

Basically, you can set conditions in your workflow and then use the “Create Ticket” API to generate a new ticket that mirrors the original one. You can pull in details from the existing ticket using placeholders, something like:

{
  "description": "{{ticket.description}}",
  "subject": "{{ticket.subject}}",
  "email": "{{ticket.from_email}}"
}

As for tracking tasks or how many tickets agents are working on — there’s a “Tasks” metric in Analytics that can help with that. It even shows which ticket a task is linked to using the “Asscoiated ticket ID” field in the underlying data.

That said, if tasks don’t give you the visibility you need, creating child tickets instead might be a better option since everything stays within the ticket module and is easier to track.

Hope that helps!

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