diff --git a/projects/managed-hubs/support/process.md b/projects/managed-hubs/support/process.md
index 14d23302..f92b8744 100644
--- a/projects/managed-hubs/support/process.md
+++ b/projects/managed-hubs/support/process.md
@@ -177,6 +177,9 @@ _Support triagers should, when they unassign from a ticket ensure a handover not
 
 A ticket handover note should _summarize whats relevant_ to know in order to drive the ticket towards a resolution without needing to read through the conversation up to that point.
 
+This should be written using the [private notes](https://support.freshdesk.com/en/support/solutions/articles/37580-private-notes-for-internal-sharing)
+feature of freshdesk.
+
 
 (support:prioritize-requests)=
 ## Prioritizing non-incident support requests