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Private tickets restrict visibility to specific users, ensuring sensitive information stays confidential. Use private tickets for HR requests, security incidents, personal information, and other confidential matters.

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Visibility and access

Private tickets are only visible to users with specific :
  • Requester: The person who created or is the subject of the ticket
  • Workspace admins: All administrators of the workspace the ticket belongs to
  • Workspace members: Team members with access to the workspace
  • Assignee: The person responsible for resolving the ticket
  • Followers: Users explicitly added to follow the ticket
  • Approvers: Users assigned to approve the ticket
Followers and approvers lose access to a private ticket when removed from their role, unless they are also a workspace admin or member.

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Create private tickets

Tickets become private through two methods:

Direct messages with Ravenna

Tickets created from Slack direct messages with Ravenna are always private, regardless of any other settings.When you message Ravenna directly in Slack:
  • The ticket is automatically marked as private
  • Only authorized users can view the ticket
  • The conversation stays in your DM with Ravenna
When a has the private setting enabled, all tickets created with that form are private by default. This applies even when users interact with the form in a public channel.Public channel behavior: If a user triggers a private form in a public Slack channel (via slash commands or agents), Ravenna:
  1. Posts a message in the public thread confirming the ticket was created
  2. Automatically moves the conversation to the user’s DM with Ravenna
  3. Continues all ticket interactions privately in the DM
This ensures sensitive information is never exposed in public channels, even if the request started there.
Learn more about configuring private forms to automatically create private tickets

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Use cases

Consider using private tickets for scenarios where confidentiality is important:

HR requests

PTO requests, benefits inquiries, complaints, and personnel matters that require confidentiality.
Vulnerability reports, security issues, and incident response that must remain protected.
Requests involving private data, personal details, or sensitive employee information.
Sensitive operational matters, executive communications, or strategic discussions.
Your organization may have different needs for private tickets based on your security policies and compliance requirements.

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Manage access

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Role-based access

Access to private tickets is dynamic and based on : Adding roles
  • Adding someone as a follower, approver, or assignee grants immediate access to the ticket
Removing roles
  • Removing a follower, approver, or assignee removes their access unless they have another qualifying role (workspace admin/member, requester, or assignee)
Workspace membership
  • Workspace admins and members always have access to private tickets within their workspace, regardless of ticket-specific roles

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Mentions

@mentions in private tickets do not automatically add users as followers. You must manually add them as a follower, approver, or assignee to grant access.