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Use clone when a new use case is almost an existing type. Use archive when you want to stop creating tickets of a type without breaking tickets that already exist. Both actions are on Settings → Contact Center → Tickets → Ticket Types.

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Clone a type

Open the row menu on an active type and choose Clone type. Oration creates a new type named Original (Copy) with slug original_copy. If those names are taken, you get (Copy 2) and _copy_2, and so on.

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What is copied

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What is not copied

  • Live tickets
  • Stored attribute values on tickets
  • Disposition code sets or codes (the clone just points at the same set)
  • Status catalog rows (statuses stay shared)
  • History and logs
Clone is the fastest way to spin up Refund — EU from Refund without rebuilding the form. Rename the copy, then change only the fields that differ.

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Archive a type

From the same menu, choose Archive type. The type leaves the All Types tab and appears under Archive. Archiving:
  • Hides the type from the create-ticket picker
  • Leaves every existing ticket on that type
  • Leaves attributes, statuses, and dispositions in place for those tickets

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Unarchive a type

Open the Archive tab and click Unarchive. The type is available for new tickets again.

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When to clone vs when to edit