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Hippa Compliant

Related products:Freshdesk
  • March 29, 2013
  • 26 replies
  • 92 views
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Apprentice

Is Freshdesk Hippa compliant?

26 replies

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  • dstockman
  • Community Debut
  • November 11, 2014

Any word on this? It's been 2 years since the first person posted this.

S
Community Debut

Hi Guys,


First of all, sincere apologies for the delayed response on this.


Unfortunately, Freshdesk is not HIPAA compliant currently. Having said that, Freshdesk uses Amazon AWS and EngineYard for storage requirements and they are HIPAA compliant. You can find more details here and here.


We do have a lot of clients in the healthcare space, with whom we have typically signed Vendor agreements.


Best Regards,

Saurabh Prabhuzantye

Freshdesk Team

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Community Debut

Any updates regarding this issue?


Currently operate some healthcare apps in which an BAA is normally required.



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  • serina
  • Community Debut
  • March 20, 2016

I also have the same concern. We are a Durable Medical Equipment company and would be required by HIPAA to have a BAA agreement signed with Freshdesk in order to use Freshdesk. Will Freshdesk sign a BAA agreement?

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  • behmke
  • Community Debut
  • March 23, 2016

I also would like to know if the situation has changed since the last update a year ago as I am currently searching for a new IT help desk solution and it must be HIPAA compliant. I'm not sure having just the storage solution HIPAA compliant is enough to state Freshdesk is HIPAA compliant for our purposes.

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Contributor
  • tmcdade
  • Contributor
  • May 17, 2016

Any updates here?

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Contributor
  • tmcdade
  • Contributor
  • May 26, 2016

Can we get an update here? I get different answers every time I ask, and those providers are no longer used by Freshdesk as I found out after contacting them

S
Contributor

Hello everyone,


Thanks for writing to Freshdesk enquiring about HIPAA compliance. Unfortunately, we are not HIPAA compliant at the moment and we are unable to sign the HIPAA BAA agreement with our customers. 


We do plan to explore this as an option but we are unable to commit to a timeline right now. Thanks for your understanding.


Regards,

Sudha

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  • chris_15072
  • Community Debut
  • December 14, 2016

I figured I would check-in on this thread for an update on HIPAA compliance and ability to FreshDesk to sign a BAA?


Regards,

Chris W.

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Contributor
  • adam.feldman
  • Contributor
  • December 19, 2016
We were actually surprised to find this out. Freshdesk any word on this? It is extremely important.
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  • nroodhouse
  • Community Debut
  • December 23, 2016

I inquired about this when considering Freshdesk for my agency.  Specifically, I asked if ticket request data is encrypted while in transit and while at rest.  The response from the pre-sales engineer:


=======================================

Data security at Freshdesk is dealt with utmost importance. When your users send emails to the address configured in Freshdesk, data is encrypted in transit and at rest.

Hope this clarifies. Feel free to get back if you have more questions.

=======================================


To confirm the former, I ran a packet capture on my mail server with Wireshark while generating some test ticket requests.  The connection between our mail server and Freshdesk (hosted on AWS) was indeed encrypted with TLS.  Unfortunately, I have no way to confirm the status of the data at rest on Freshdesk's servers, but I did save all pre-sales/support communications just in case.

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  • dledoux
  • Community Debut
  • May 12, 2018

Another year has passed....are we HIPAA compliant now?  AWS certainly isn't the barrier.

aravind.sundararajan
Skilled Expert
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Hi,


HIPAA compliance for Freshdesk is one of the major themes in our roadmap this year. I'll update this post when I hear more from the team.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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  • aspoede
  • Community Debut
  • July 18, 2018

I am also waiting on this feature to pull the trigger on my company using Freshdesk.  I really like the product, but this is really my only barrier.

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  • serina.breen
  • Community Debut
  • August 19, 2018

Hello Aravind,

You mentioned 3 months ago that HIPAA compliance is one of the major themes in the roadmap this year. Now that we're nearing the 4th quarter soon, can you provide any updates on what progress has been made? Thanks.

aravind.sundararajan
Skilled Expert
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@Serina We've sketched out the requirements and the changes to be made (there are lot of platform related changes to be done to accommodate this). I'll talk to the Product Manager and see if I can get the latest information.


Cheers!


Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
M
Community Debut

Any updates on HIPAA compliance?

aravind.sundararajan
Skilled Expert
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@Mike We're pushing towards the release and I'm hopeful of an announcement soon. Will keep you posted :)


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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  • lee_18167
  • Community Debut
  • November 27, 2018

Compliancy is what keeps me from moving my organization to FreshDesk.


Following this thread in hopes there is an update from 2019.

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  • danh
  • Community Debut
  • December 10, 2018

This is also a deal breaker for us.  We are looking at FreshService, but can't pull the trigger until we know about HIPAA.

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  • serina
  • Community Debut
  • December 10, 2018

Aravind S, any update on when that release is coming out for HIPAA compliance? I have a team of 20 CSRs who I would move to Freshdesk but can't make a move until I know that Freshdesk is HIPAA compliant.

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

@Dan@Serina Making Freshdesk compliant with HIPAA is still a work in progress. We're planning to introduce a special encrypted ticket field as a part of this. You'll hear more from us in the coming weeks :)

Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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  • aspoede
  • Community Debut
  • January 28, 2019

We are in desperate need to change ticketing systems and I like Freshdesk a alot, however the HIPAA issue is the only thing stopping me.  Is there any update?


Thanks

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  • emananquil
  • Community Debut
  • July 25, 2019

Yes, using your product in our academic ecosystem, we need for FD to be HIPPA compliant. So what is the latest updates on this topic?

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  • serina
  • Community Debut
  • July 30, 2019

Freshdesk is HIPPA compliant now. Our company was given a list for our IT team to complete in order to make our Freshdesk account officially HIPPA compliant. Now we are waiting for freshcaller and freshchat to follow suit and also be HIPPA compliant.

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