*** Send private notes Send private notes from the ticket message composer: Navigate to the ticket where you want to add a private note. Type your message in the message composer at the bottom of the ticket. 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](/integrations/slack/triage-channel#private-notes) *** 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 * Workspace members * Workspace admins * Guest users (role-restricted) * Ticket requesters * External users * Anyone without workspace member access *** Use cases 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.