Is Freshdesk a HIPAA compliant cloud service?

Featured image

Share this article

Is Freshdesk a HIPAA Compliant Cloud Service? | Paubox

Since Paubox is a Business Associate to thousands of customers, we’ve been wondering if they are able to use Freshdesk in a HIPAA compliant manner.

In fact, we’ve noticed more vendors, customers, and prospects asking about HIPAA compliant services.

This is especially true now as we see an accelerated, long overdue adoption of digital transformation in healthcare.

We know the HIPAA industry is vast, so we can empathize with just how many people need to use cloud services in this sector.

Today we will determine if Freshdesk offers HIPAA compliant service or not.

Freshdesk

Freshdesk is a cloud-based customer engagement solution that aims to streamline customer support and service.

Freshdesk was founded in 2010 and is headquartered in San Mateo, CA.

What is a Business Associate?

A Business Associate is a person or company that performs certain functions or activities that involve the use or disclosure of protected health information (PHI) for a Covered Entity.

In a nutshell, the role of a Business Associate is to help Covered Entities comply with the HIPAA Privacy Rule

Read full article: What does it mean to be a Business Associate?

Secure email for modern healthcare. Right out of the box.

Business Associate Agreement provisions

If a Business Associate provides services to a Covered Entity, then a Business Associate Agreement (BAA) must be in place.

A BAA is a written contract between a Covered Entity and a Business Associate and is required by law for HIPAA compliance.

At a minimum, a Business Associate Agreement contains 10 provisions.

Read full article: Business Associate Agreement Provisions

Freshdesk and the Business Associate Agreement

We checked the Freshdesk site for mention of their ability to sign a Business Associate Agreement (BAA).

We found the following pages:

On those pages, we can see that:

  • Freshdesk is willing to sign a BAA with its customers
  • It should be noted however, the Freshdesk HIPAA Configuration Guide states: “Default fields cannot be encrypted to be HIPAA compliant. If the client decides to store PHI data in a non-encrypted field, Freshdesk cannot be held responsible for the same. Any sensitive PHI data needs to be stored as a custom encrypted field.”
  • Freshdesk apparently only recently aligned itself to be able to sign BAAs with customers (within the past two years)

Does Freshdesk offer HIPAA Compliant Service?

The Business Associate Agreement (BAA) is a key component to HIPAA compliance between a Covered Entity and a Business Associate.

We were able to learn the following about Freshdesk about their ability to be considered a HIPAA compliant solution:

  • Freshdesk states they are willing to sign a BAA with their customers
  • There are caveats to the BAA however, that Freshdesk customers should carefully pay attention to. For example, not all Freshdesk data fields are within the scope of their BAA

Conclusion: Freshdesk can be used as a HIPAA compliant cloud service. Not all of Freshdesk however, is HIPAA compliant.

Try Paubox Email Suite for FREE today.
Author Photo

About the author

Hoala Greevy

Founder of Paubox. Kayak fishing when I can. Native Hawaiian CEO.

Read more by Hoala Greevy

Get started with
end-to-end protection

Bolster your organization’s security with healthcare’s most trusted HIPAA compliant email solution

The #1-rated email encryption 
and security software on G2

G2 Badge: Email Encryption Leader Fall 2022
G2 Badge: Security Best Usability Fall 2022
G2 Badge: Encryption Momentum Leader Fall 2022
G2 Badge: Security Best Relationship Fall 2022
G2 Badge: Security Users Most Likely to Recommend Fall 2022
G2 Badge: Email Gateway Best Relationship Fall 2022
G2 Badge: Email Gateway Best Meets Requirements Fall 2022
G2 Badge - Users Most Likely to Recommend Summer 2022
G2 Badge: Email Gateway Best Results Fall 2022
G2 Badge: Email Gateway Best Usability Fall 2022
G2 Badge: Email Gateway Best Support Fall 2022
G2 Badge: Email Gateway Easiest To Use Fall 2022
G2 Badge: Email Gateway Easiest Setup Fall 2022
G2 Badge: Email Gateway Easiest Admin Fall 2022
G2 Badge: Email Gateway Easiest to do Business with Fall 2022
G2 Badge: Email Gateway Highest User Adoption 2022
G2 Badge: Email Gateway High Performer Fall 2022
G2 Badge: Email Gateway Momentum Leader Fall 2022
G2 Badge: Email Gateway Most Implementable Fall 2022
G2 Badge: Email Gateway Users Most Likely to Recommend Fall 2022