Operationalising ISO 27001 Controls in Customer Support with Isara

For organisations pursuing ISO 27001 certification, one of the most difficult challenges isn’t defining security policies — it’s proving that those controls are consistently applied across every business function. Customer support is often the blind spot.

Support agents handle sensitive information daily: customer identities, account references, payment confirmations, or even confidential configuration details. Yet in many companies, ticket data sits outside the scope of formal information-security management. That’s a problem when ISO 27001 auditors ask how security and privacy are enforced in practice.

Isara helps close that gap by giving compliance teams visibility into how support tickets are managed, where sensitive data appears, and how well support workflows align with ISO 27001 controls.

Why ISO 27001 matters for customer support

The ISO 27001 standard defines how organisations should build and maintain an Information Security Management System (ISMS) — a continuous cycle of assessing risk, implementing controls, and improving over time.

Key objectives include:

• Protecting confidentiality, integrity, and availability of information.

• Demonstrating risk-based thinking and measurable improvement.

• Maintaining evidence of how controls are implemented and reviewed.

Support teams are deeply relevant to these goals. They store operational data, interact with customers directly, and often use cloud-based systems that process personal or business-critical information. Failing to include them in the ISMS weakens overall compliance.

Auditors regularly examine how support communications handle:

• Access control – who can view or edit ticket data.

• Data classification – how sensitive information is identified.

• Retention and deletion – how long data is kept.

• Awareness and training – whether staff recognise security obligations.

Without clear insight into ticket contents, organisations struggle to demonstrate that these controls are being followed.

The hidden risk in everyday support workflows

Platforms like Zendesk, Intercom, and HubSpot make customer service fast and transparent, but that same transparency can expose confidential data. Attachments may contain proprietary documents; internal notes might include security details; tickets may remain open for months, long after the data is needed.

Even when procedures exist, human error is inevitable — and ISO 27001 auditors expect evidence of control monitoring, not just policy statements.

That’s where Isara steps in.

How Isara supports ISO 27001 compliance

Isara enables organisations to audit customer support tickets to verify compliance with ISO 27001 controls and principles.

Using advanced AI models, Isara analyses ticket data in your existing systems — Intercom, Zendesk, HubSpot, and more — to identify:

• Instances of confidential or personal information that should be protected or redacted.

• Data that may be retained beyond policy limits.

• Patterns that indicate training or process gaps.

• Opportunities for corrective actions within the ISMS.

You can run audits across custom date ranges — weekly, monthly, or quarterly — to track improvements and produce evidence for your next internal or external audit.

Instead of relying on ad-hoc manual checks, Isara provides measurable, repeatable insight into how well your controls are performing.

Mapping Isara insights to ISO 27001 controls

ISO 27001 Control AreaHow Isara ContributesA.5 Information Security PoliciesVerifies that policies on data handling are reflected in actual support workflows.A.8 Asset ManagementIdentifies personal or confidential data within ticket repositories — clarifying what information assets exist.A.9 Access ControlProvides evidence to support least-privilege and segregation-of-duty reviews.A.12 Operations SecurityDetects sensitive data in logs or communications that may breach operational security guidelines.A.18 ComplianceDemonstrates ongoing monitoring and continual improvement within the ISMS.

By linking everyday support activity to ISO 27001 control areas, Isara transforms compliance from documentation into data-driven assurance.

Seamless integration and secure analysis

Isara integrates directly with your existing support platforms through official app-store plugins. Once connected, audits can be run inside your environment — no exports, no external data movement.

This delivers:

• Security: Ticket data stays within your trusted systems.

• Efficiency: Compliance teams can run audits independently of IT.

• Continuity: Reviews happen without disrupting agent performance.

Because Isara operates where your data already lives, it fits naturally into the continuous-improvement cycle that ISO 27001 demands.

From compliance evidence to continuous improvement

ISO 27001 certification isn’t achieved once — it’s maintained through regular review. Auditors look for evidence that your controls are working, being tested, and refined.

Isara makes that easier by allowing you to:

• Schedule periodic audits and compare results over time.

• Quantify trends, such as reduced exposure of confidential data.

• Document corrective actions to show the ISMS is evolving.

• Provide audit evidence instantly, rather than scrambling for screenshots or sample tickets.

This turns compliance into a proactive cycle — one that demonstrates maturity rather than mere conformity.

The business impact: trust through transparency

Strong information security isn’t just an internal metric; it’s a signal to customers, partners, and investors. Demonstrating that even your customer-facing teams operate within ISO 27001 control boundaries strengthens your reputation for reliability.

With Isara, you can move beyond checkbox compliance to build a culture of verifiable trust. Each audit reinforces the message that data protection isn’t confined to servers and firewalls — it extends to every conversation your organisation has.

This capability is currently available for early access and private demos as we prepare for public release. Compliance teams participating in early access are already using Isara to enhance ISO 27001 readiness, simplify evidence collection, and align support operations with their broader ISMS.

Make ISO 27001 a living practice with Isara

Achieving ISO 27001 certification demonstrates commitment to security; maintaining it proves discipline. Isara helps you do both — by giving you clear, actionable visibility into how your support systems handle information every day.

Get in touch today to request a demo and see how Isara helps you operationalise ISO 27001 controls, reduce audit stress, and strengthen your organisation’s security posture.