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Private notes allow workspace members and admins to send messages within tickets that are only visible to internal team members, not to ticket requesters or external users.

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Sending Private Notes

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Web Interface

When composing a message in a ticket, use the split button options:
  • Send: Regular public message
  • Send private: Private message (marked with lock icon)
Only workspace members and admins can send private messages. Guest users cannot access the “Send private” option.

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Slack Integration

Messages prefixed with :lock: or 🔒 are automatically marked as private: 
:lock: This is a private message
🔒 This message is also private

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Visual Indicators

Private messages are clearly distinguished:
  • Yellow background: Private messages have a yellow-tinted background
  • Not in external channels: Private messages don’t appear in public Slack threads

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Access Control

Can send and view private messages:
  • Workspace members
  • Workspace admins
Cannot send private messages:
  • Guest users (role-restricted)
Cannot see private messages:
  • Ticket requesters
  • External users

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Use Cases

Private notes are useful for:
  • Internal team discussions about sensitive information
  • Strategy planning before responding to requesters
  • Sharing confidential details that shouldn’t be visible externally
  • Team coordination and task assignment