> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Private notes

> Use private notes to share internal-only messages on tickets that stay hidden from requesters, perfect for sensitive discussions and team strategy.

Private notes let you send messages within tickets that only workspace members can see. Use them for internal discussions, strategy planning, or sharing sensitive information that shouldn't be visible to ticket requesters or external users.

## Mental model

Private notes are messages within a ticket that are hidden from the ticket requester and external users. Only workspace members and admins can see and send private notes. They exist in the same ticket thread as public messages but are filtered by visibility.

Private notes are different from private tickets. A private note is a single hidden message within any ticket (public or private). A private ticket restricts visibility of the entire ticket to specific roles.

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## When to use private notes

* Internal coordination before responding to a requester.
* Sharing context that the requester should not see (e.g., internal policy details, escalation reasoning).
* Documenting internal decisions or handoff notes.
* Agent-to-agent communication within a ticket.

The agent can send private notes when communicating information that is meant for workspace members only, not for the requester. For example, when escalating to a human, the agent can leave a private note summarizing the context for the assignee.

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## Constraints and gotchas

* Only workspace members and admins can send and view private notes. Guest users cannot.
* Private notes never appear in Slack request channel threads. They are only visible in the Admin and the triage channel.
* Private notes from the triage channel in Slack are delivered as private notes in the ticket.
* @mentions in private notes do not notify the requester, even if the requester is mentioned.
* @mentioning a workspace member in a private note sends them a Slack DM with the ticket link and a short excerpt of the note. The author of the note is never notified of their own mentions.
* Private notes cannot be converted to public messages after sending, and vice versa.