PDP-17 Internal Support Channel

What is this control about?

Just as customers can submit issues and complaints, the organization must also provide the same abilities to its employees to submit internal issues.

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.

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

Define and document the internal support process for employees in your organization to report and submit any internal issues (separated from customer’s issues).

Install an internal support ticketing system to track these issues through completion.

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 internal ticket

Evidence example

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

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

TrustCloud as an example uses JIRA to log, track and resolve internal issues