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Private notes let you send messages within tickets that only workspace members can see. Use them for internal discussions, strategy planning, or sharing sensitive information that shouldn’t be visible to ticket requesters or external users.

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Send private notes

Send private notes from the ticket message composer:
1

Open ticket

Navigate to the ticket where you want to add a private note.
2

Compose message

Type your message in the message composer at the bottom of the ticket.
3

Send private

Click the dropdown arrow next to Send and select Send private. The message will be marked with a lock icon.
Only workspace members can send private notes. Guest users cannot access the “Send private” option.
The ticket message composer is a rich text editor. Use the formatting toolbar to add bold, italic, lists, links, and inline code in both public replies and private notes. Type formatted text directly in the composer instead of writing raw Markdown or HTML.
Learn how to send private notes from Slack in the triage channel documentation

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Identify private notes

Private notes are visually distinguished from regular messages:
  • Lock icon: Private notes display a lock icon
  • Yellow background: Private notes have a yellow-tinted background in the ticket view
  • Hidden from external channels: Private notes never appear in public Slack threads or external communication

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Mention workspace members

@mention a workspace member in a private note to send them a direct Slack DM about the note. Because private notes never appear in request threads or DM ticket threads, this is the only way a mentioned teammate is alerted to a callout.The DM includes:
  • Who mentioned them and the ticket title
  • An excerpt of the private note
  • A View Ticket button that opens the ticket in Ravenna
  • A View in Slack button that jumps to the matching triage or request thread when available
Mentions only notify the recipient when they are a workspace member with Slack connected. Authors are never notified of their own mentions, and requesters are never notified of mentions in private notes.

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Access control

Who can send and view private notes

  • Workspace members
  • Workspace admins
  • Guest users (role-restricted)
  • Ticket requesters
  • External users
  • Anyone without workspace member access

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Use cases

Internal discussions

Discuss sensitive information or strategy without exposing details to requesters.
Coordinate with team members before sending a public response to the requester.
Share internal context, credentials, or restricted details that shouldn’t be visible externally.
Assign tasks, discuss workload, or coordinate handoffs without cluttering the public ticket thread.
Last modified on July 27, 2026