The Clone option can be used at several instances, for example
Please note: Only the initial message from the original ticket will be carried over to the cloned ticket.
To Clone a ticket:
1. Open the ticket you want to clone.
2. Click on More Actions on the top-right of the ticket details page and then click on Clone.
3. This will automatically redirect you to the New Ticket form where you can clear/enter any additional fields and create ticket.