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.
Ticket roles sit on top of your organization and workspace access. For the full model, see Roles and access.
Create private tickets
Tickets become private through two methods:Direct messages with Ravenna
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:
Microsoft Teams does not have a 1:1 DM entry point in the current beta. All Teams tickets originate from channel messages. Use private forms to keep Teams-created tickets private. See the Microsoft Teams integration overview.
- The ticket is automatically marked as private
- Only authorized users can view the ticket
- The conversation stays in your DM with Ravenna
Forms with private setting enabled
Forms with private setting enabled
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:
- Posts a message in the public thread confirming the ticket was created. The notice includes a deep link to the requester’s DM with Ravenna so they can jump directly into the private conversation.
- Automatically moves the conversation to the user’s DM with Ravenna
- Continues all ticket interactions privately in the DM
Learn more about configuring private forms to automatically create private tickets
Use cases
Consider using private tickets for scenarios where confidentiality is important:HR requests
HR requests
PTO requests, benefits inquiries, complaints, and personnel matters that require confidentiality.
Security incidents
Security incidents
Vulnerability reports, security issues, and incident response that must remain protected.
Personal information
Personal information
Requests involving private data, personal details, or sensitive employee information.
Confidential business matters
Confidential business matters
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.
Manage access
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 a follower, approver, or assignee removes their access unless they have another qualifying role (workspace admin/member, requester, or assignee)
- Workspace admins and members always have access to private tickets within their workspace, regardless of ticket-specific roles
Mentions
Public thread protection
When a ticket is moved to private, the original public request thread displays a notice indicating the conversation has been moved. If the ticket originated from a private form triggered in a public channel, the notice also includes a deep link that opens your DM with Ravenna in one click. If you reply in the public thread of a private ticket, Ravenna sends you a one-time ephemeral warning reminding you to continue the conversation in DMs instead.The ephemeral warning is only shown once per user per thread. After seeing the warning, your future replies in that thread will not trigger additional warnings.