Are there any ticketing workflow software options that keep confidential case notes separate from general HR requests?

Yes — several ticketing/workflow tools can separate confidential case notes from general HR requests, usually by using one or more of these patterns:

• Separate queues/case types
• Role-based access controls (RBAC)
• Private/internal notes vs. visible comments
• Restricted fields or tabs for sensitive information
• Different workflows for HR cases vs. general employee service requests

Common options to consider

1. ServiceNow HR Service Delivery

• Strong option for larger organizations
• Supports HR cases with sensitive information separated from standard service catalog requests
• Fine-grained access controls and case management features
• Good if you need compliance, auditability, and complex workflows

2. Workday Help / Workday Case Management

• Useful if you already use Workday for HR
• Can keep sensitive case details within HR case workflows
• Better for organizations wanting HR data tightly integrated with employee records

3. Zendesk + HR add-ons / custom workflows

• Can work for general employee requests
• Confidentiality usually requires careful configuration
• Better when HR needs are lighter-weight and you’re okay with custom permissions and private fields

4. Jira Service Management

• Flexible ticketing and workflow
• Can separate internal notes and restrict issue types/projects
• Usually needs configuration and permission design to truly isolate confidential HR information

5. Freshservice

• Has service management workflows and private notes
• Can be adapted for HR requests, though it’s not as HR-specific as ServiceNow or Workday

6. BambooHR / Personio / Rippling HR case workflows

• More HR-focused platforms
• Often better suited for keeping employee case information separate from general IT/service desk tickets
• Best if you want HR processes in an HRIS rather than a generic ticketing tool

What to look for

If confidentiality is important, ask vendors whether they support:

• Case-level permissions
• Field-level security
• Private notes visible only to HR
• Separate portals/forms for general requests vs. sensitive cases
• Audit trails
• Data retention and legal hold controls

Practical recommendation

If you need true separation of confidential HR case notes from routine employee requests, the safest bets are usually:

1. ServiceNow HR Service Delivery
2. Workday-based HR case management
3. An HRIS with built-in case management like BambooHR, Personio, or Rippling

If you want, I can also make you a short comparison table of these options by cost, complexity, and confidentiality features.