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Can I use Zoho Desk and be HIPAA compliant? (Update 2024)

Can I use Zoho Desk and be HIPAA compliant? (Update 2024)

Zoho Desk is a cloud-based help desk software that helps businesses manage customer support interactions across multiple channels. It provides a centralized platform for businesses to manage their customer support operations, including handling support tickets, tracking customer issues, and automating responses to frequently asked questions.

Is Zoho Desk HIPAA compliant? Yes, based on our research, Zoho Desk can be HIPAA compliant.


Will Zoho Desk sign a business associate agreement (BAA)?

Yes, Zoho Desk will sign a business associate agreement, which can be reviewed here.


What does the Zoho Desk BAA cover?

The Zoho Desk BAA covers the collection, use, storage, and disclosure of protected health information (PHI), stating, "HIPAA requires Covered Entities to sign a Business Associate Agreement (BAA) with its Business Associates. You can request our BAA template by sending an email to"

Their BAA covers:

  • Protection of PHI using encryption 
  • Marking of ePHI fields to distinguish their data
  • Encrypting data entered into ePHI-designated fields
  • Administering roles and permissions to secure data
  • Exporting audit trails to monitor operational activities


What does the Zoho Desk BAA exclude?

Zoho Desk states that “Zoho does not collect, use, store or maintain health information protected by HIPAA for its own purposes. However, Zoho Desk provides certain features (as described below) to help its customers use Zoho Desk in a HIPAA compliant manner.” This suggests that although Zoho Desk equips its customers with adequate tools and features to manage electronic protected health information (ePH) while adhering to HIPAA guidelines, they do not handle or employ this sensitive data beyond its service obligations. Therefore, healthcare providers or entities using their platform retain control over any health information being managed.



Zoho Desk signs a BAA and is therefore HIPAA compliant.

Learn more: HIPAA Compliant Email: The Definitive Guide



What is a business associate agreement?

business associate agreement (BAA) is a legally binding contract establishing a relationship between a covered entity under the Health Insurance Portability and Accountability Act (HIPAA) and its business associates. The purpose of this agreement is to ensure the proper protection of personal health information (PHI) as required by HIPAA regulations.


What is HIPAA?

The Health Insurance Portability and Accountability Act (HIPAA) sets national standards for protecting the privacy and security of certain health information, known as protected health information (PHI).

HIPAA is designed to protect the privacy and security of individuals’ health information and to ensure that healthcare providers and insurers can securely exchange electronic health information. Violations of HIPAA can result in significant fines and penalties for covered entities.

Read more

Who does HIPAA apply to?

HIPAA applies to covered entities, which include healthcare providers, health plans, and healthcare clearinghouses. It also applies to business associates of these covered entities. These are entities that perform certain functions or activities on behalf of the covered entity.

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