Docy Child

CUST-20 Support Channel

Estimated reading: 2 minutes 621 views

What is this control about?

Creating a process for your customers to submit any product issues or complaints is an integral part of the customer experience. This channel must be easily accessible and effective.

Most companies use customer support tools such as Zendesk or JIRA to manage customer’s requests.

Available tools in the marketplace

The following listing is “crowdsourced” from our customer base or from external research. TrustCloud does not personally recommend any of the tools below, because we haven’t personally used them. 

Support Tools

Available templates

TrustCloud has a curated list of templates internally or externally sourced to help you get started. Click on the link for a downloadable version:

  • N/A – no templates recommendation

Control implementation

Document the customer support process and define the Service Level Agreement (SLA)

Install a customer support ticketing system tool

Above and beyond – not required:

  • Meet the established SLA

What evidence do auditors look for?

Most auditors, at a minimum are looking for the below suggested action:

  • Provide screenshot of the ticketing system and an example of a customer ticket

Above and beyond – not required:

  • Upload tracking of SLA metrics

Evidence example

From the suggested action above, an example is provided below.

  1. Provide a screenshot of the ticketing system and an example of a customer ticket.

TrustCloud example of a customer process

CUST20 screenshot1


TrustCloud uses Zendesk to document and track customer related issues

CUST20 screenshot2


An example of completed ticket:

CUST20 screenshot3

2. Meet the established SLA and upload SLA performance metrics.

This screenshot shows a tool reporting on a defined SLA. Many tools are available to generate such reporting. The goal is to share the reporting with executives and track any action items from the sharing of these metrics.

Google search

CUST20 screenshot4

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