How to change the customer on a ticket
Last updated October 7, 2026
Overview
Switching the customer moves a ticket to the right person when it has been filed under the wrong customer, for example when a teammate writes in on someone's behalf or a customer uses a new email address. After the switch, the ticket belongs to the selected customer, so their history and profile stay accurate.
Atlas asks you to confirm before anything changes, so a ticket never lands on the wrong customer by accident.
Key Features
- Move a ticket to another customer: Reassign the ticket to the correct customer in a few clicks.
- Name and email shown: Each customer in the list shows the name and email address, so you can check you are choosing the right person.
- Confirmation step: The switch only happens after you click "Confirm the Switch". Click "Cancel" to keep the current customer.
- Keyboard shortcut: Press "T" then "R" to open the switch option.
How to change the customer on a ticket
- In the inbox, locate the ticket and click "Show More" (ellipsis icon) on the ticket row.
- Select "Switch customer...". Alternatively, press "T" then "R".
- Select the correct customer from the list. Check the email address shown beside each name, for example "Customer Name (customer@acme.com)".
- Review the switch in the confirmation dialog.
- Click "Confirm the Switch". To keep the current customer, click "Cancel".
- The new customer's name now shows on the ticket. Click the name to open the customer profile.
FAQs & Troubleshooting
Why would a ticket be filed under the wrong customer?
Common reasons include a teammate writing in on a customer's behalf, or a customer writing in from a new email address.
Can I cancel the switch?
Yes. In the confirmation dialog, click "Cancel". Nothing changes until you click "Confirm the Switch".
How do I check the switch worked?
The new customer's name shows on the ticket. Click it to open the customer profile.