PDP-17 Internal Support Channel

What is PDP-17 Internal Support Channel Control?

PDP-17 Internal Support Channel control says that the organization must provide an internal support channel for its employees, giving them the ability to submit internal issues and complaints.

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, as we haven’t used them.

Support Tools

Zendesk

HubSpot

JIRA

Salesforce

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 template for this section

Control implementation

To implement this control,

1. You need to define and document the internal support process for employees in your organization to report and submit any internal issues (separated from customer issues).
2. 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:

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

Evidence example

For the suggested action, an example is provided below:

1. Provide a screenshot of the ticketing system and an internal ticket.
   The following screenshot shows that TrustCloud uses JIRA to log, track and resolve internal issues.