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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:

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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Creating private tickets

Tickets become private in two ways:
Tickets created from Slack direct messages (DMs) with Ravenna are always private, regardless of any other settings. This ensures sensitive conversations initiated in DMs remain confidential.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 form 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 redirect ensures sensitive information is never exposed in public channels, even if the request started there.

Configure private forms

Learn how to configure forms to automatically create private tickets

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When to use private tickets

Consider using private tickets for scenarios where confidentiality is important:

HR requests

PTO, benefits, complaints, and personnel matters stay confidential

Security incidents

Vulnerability reports and security issues remain protected

Personal information

Requests involving private data are restricted

Confidential business

Sensitive operational matters stay within authorized teams
These are suggested use cases. Your organization may have different needs for private tickets based on your security policies and compliance requirements.

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Managing access

Access to private tickets is dynamic:
  • Adding a follower or approver: They gain immediate access to the ticket
  • Removing a follower or approver: They lose 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 their ticket-specific roles.