Freshdesk, is a cloud-based customer support software developed by Freshworks that enables businesses to manage customer communication across multiple channels including email, chat, phone, and social media.

With Freshdesk, healthcare providers can streamline communication and ticket management, but HIPAA compliance depends on how the platform is configured and used.

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

 

What changed this year?

As of August 2026, our review did not identify any publicly disclosed changes to Freshdesk HIPAA-related policies or BAA terms.

 

Will Freshdesk sign a business associate agreement (BAA)?

Yes, Freshdesk will sign a business associate agreement, which can be reviewed in Freshwork’s HIPAA Commitment Guide.

 

What does the Freshdesk BAA cover?

The Freshworks BAA is limited to specific products within the Freshdesk suite. According to their HIPAA Configuration Guide: “The processing of any [electronic PHI (ePHI)] in any of our other products is not recommended and will not be covered within the scope of our BAA.”

Their BAA covers:

  • Freshdesk
  • Freshchat
  • Freshcaller
  • Freshdesk Omnichannel

Key BAA provisions include:

  • Protection of PHI
  • Security incident notification
  • Access control and logging
  • Use and disclosure limitations
  • Right of access provisions

 

What does the Freshdesk BAA exclude?

Freshdesk's BAA does not cover any Freshworks products outside of Freshdesk, Freshchat, Freshcaller, and Freshdesk Omnichannel. They state that “The processing of any ePHI in any of our other products is not recommended and will not be covered within the scope of our BAA.”

Additionally, users are responsible for enabling specific configurations (e.g., IP whitelisting, SSO, secure email handling) to meet HIPAA standards.

 

Conclusion

Freshdesk signs a BAA and is therefore HIPAA compliant.

Learn more: HIPAA Compliant Email: The Definitive Guide

 

FAQS

What is a business associate agreement?

A 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.

 

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.