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.
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.
What is copied
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.
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
Unarchive a type
Open the Archive tab and click Unarchive. The type is available for new tickets again.
When to clone vs when to edit
