How to merge tickets
Last updated October 7, 2026
Overview
Merging tickets combines two related tickets into a single conversation. When the same customer writes in more than once about the same question, you can merge the duplicate ticket into the ticket you want to keep, so your team answers once, with the whole story in one place.
Before anything changes, Atlas previews both messages and shows which ticket will be merged into which. If the direction is wrong, you can swap it before you confirm.
Key Features
- Merge duplicates into one conversation: Both tickets' messages are combined into a single timeline, so nobody replies twice to the same question.
- Preview before merging: Atlas shows the message from each ticket and the merge direction, for example "You're about to merge ticket #1045... ...into ticket #1044".
- Swap direction: Click "Swap" in the preview to reverse which ticket is kept.
- Keyboard shortcut: Press "Alt+M" to open the merge option.
How to merge two tickets
Start from the ticket you want to keep. The ticket you select in the merge dialog is merged into it.
- In the inbox, open the "All" view. It shows every ticket, so duplicates are easy to spot side by side.
- Locate the ticket you want to keep and click "Show More" (ellipsis icon) on the ticket row.
- Select "Merge ticket...". Alternatively, press "Alt+M".
- In the list of tickets, select the ticket to merge into this one, for example ticket #1045.
- Click "Select Ticket #[number]" (for example, "Select Ticket #1045") to continue to the review.
- Review both tickets. The preview shows the message from each ticket and the merge direction, for example "You're about to merge ticket #1045..." "...into ticket #1044".
- To reverse the direction, click "Swap".
- Click "Merge Tickets".
- Both messages now appear in one timeline on the kept ticket, giving your team the full context and one reply to send.
FAQs & Troubleshooting
Which ticket is kept after merging?
The ticket you opened "Merge ticket..." from is kept by default, and the ticket you select in the list is merged into it. The preview confirms the direction, for example "You're about to merge ticket #1045... ...into ticket #1044". Click "Swap" to reverse it.
I chose the wrong direction. Can I fix it before merging?
Yes. In the review step, click "Swap" before you click "Merge Tickets".
What if a ticket is filed under the wrong customer?
If a ticket is filed under the wrong customer, you can move it to the right customer instead. For instructions, read: How to change the customer on a ticket.
Can I undo a merge?
No. A merge can't be undone, and the merged tickets can't be separated again. Check the preview, and use "Swap" if needed, before you click "Merge Tickets".