Private Notes

Private notes allow agents to add comments to tickets that are only visible to other agents, admins, and observers.

Private notes work differently depending on your inbox type. For example, with the Private Internal Ticketing inbox settings, you can add private notes from both the web app and Slack.

Perfect for: Sensitive internal coordination

Some companies have private channels (like #hr or #legal) where not everyone is a member. When tickets are created in these channels, requesters receive updates via direct message since they may not have access to the private channel.

Private notes let agents coordinate internally within the private channel thread without those messages being forwarded to the requester's DM. For example, HR agents can discuss sensitive details about a benefits request in #hr using private notes, while the requester only sees the final response in their DM.

Adding Private Notes from the Web

Click the lock icon above the text editor. The text editor will turn yellow, and you'll see a note that says, "Private notes are only visible to users who are admins, observers, or agents."

Works for: All inbox types

Adding Private Notes from Slack

To add a private note from Slack, insert a lock emoji at the start or end of your message. Wrangle will automatically convert the message into a private note.

You can use this emoji: :lock:

Only works for Private Internal Ticketing inboxes

Why only private inboxes? Private Internal Ticketing inboxes use a private Slack channel for agents and send updates to requesters via DM. This setup allows private notes to stay in the agent channel without being sent to requesters. For public channels and Slack Connect inboxes, there's no private agent-only space in Slack, so private notes must be added from the web app.

How Private Notes Behave by Inbox Type

Private Internal Ticketing Inboxes

Where notes appear:

When you add a private note from the web app:

• The note is posted to the inbox Slack channel, where other agents can see it

• The note is NOT sent to the requester's DM

• Exception: If the requester has agent or higher permissions on the inbox, they will see it in the channel

When you add a private note from Slack:

• The note appears in the Ticket thread

• Only users with agent role or above can see it

• The note stays in the Slack channel for agents, but is NOT forwarded to requester DMs

Key point: Private Internal Ticketing uses a private Slack channel for agent coordination and sends updates to requesters via DM. This separation allows agents to use private notes in the channel without those notes reaching the requester's DM.

Other Inbox Types (Public Channels, Slack Connect)

Where notes appear:

• Private notes stay in the web app only

• They are never posted to any Slack channel (public or external)

• Only visible in the web app to users with the agent role or above

Why the limitation? Public channels and Slack Connect inboxes don't have a private agent-only space in Slack. For public channels, all members would see the note. For Slack Connect, there's a risk of notes syncing to external channels. To protect sensitive information, private notes for these inbox types must be added from the web app, where access is controlled by user roles.