How to add a private note to a ticket in Slack

A private note is only viewable by agents and admins, the requester of the ticket will not see it.

In Slack, if you preface a message in a thread with the :lock: emoji, it will be a private note.

In Microsoft Teams, you can select Reply and check the box for "Send as private note."

Private notes will show up yellow in the web interface:

You can also add a private note from the web by using the toggle:

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