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.
Learn how to send private notes from Slack in the triage channel documentation
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
Access control
Who can send and view private notes
Who can send and view private notes
- Workspace members
- Workspace admins
Who cannot send private notes
Who cannot send private notes
- Guest users (role-restricted)
Who cannot see private notes
Who cannot see private notes
- Ticket requesters
- External users
- Anyone without workspace member access
Use cases
Internal discussions
Internal discussions
Discuss sensitive information or strategy without exposing details to requesters.
Planning responses
Planning responses
Coordinate with team members before sending a public response to the requester.
Confidential information
Confidential information
Share internal context, credentials, or restricted details that shouldn’t be visible externally.
Team coordination
Team coordination
Assign tasks, discuss workload, or coordinate handoffs without cluttering the public ticket thread.