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.

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

lock emoji: This is a private note

Private notes will show up yellow in the web interface:

yellow private note in the web interface

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

private note selector in the web interface

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