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, Freshdesk can be HIPAA compliant, but there are limitations.
Will Freshdesk sign a business associate agreement (BAA)?
Yes, Freshdesk will sign a business associate agreement, which can be reviewed in their 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.
“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 may be HIPAA compliant, but its use in healthcare requires strict adherence to configuration guidelines and is limited to specific Freshworks products. Organizations must ensure they properly configure the platform and avoid using non-covered Freshworks tools with PHI.
Related: HIPAA Compliant Email: The Definitive Guide (2025 Update)
FAQs
What is a business associate agreement?
A BAA is a legally binding contract establishing a relationship between a covered entity under HIPAA and its business associates. The purpose of this agreement is to ensure the proper protection of PHI as required by HIPAA regulations.
What is HIPAA?
HIPAA sets national standards for protecting the privacy and security of certain health information.
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.
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Kirsten Peremore
