Zoho Desk HIPAA Compliance Guide
Introduction
The Health Insurance Portability and Accountability Act (including the Privacy Rule, Security Rule, Breach notification Rule, and Health Information Technology for Economic and Clinical Health Act) ("HIPAA"), requires Covered Entities and Business Associates to take certain measures to protect health information that can identify an individual. It also provides certain rights to individuals. 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.
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 legal@zohocorp.com.
Product Specific Features
To ensure the security of you and your customers’ information, you can take the following actions in your Zoho Desk:
- Mark ePHI fields to distinguish their data
- Encrypt data entered into ePHI designated fields
- Administer roles and permissions to secure data
- Export audit trail to monitor operational activities
Marking ePHI Fields
You can mark a field as ePHI if it contains the health information of your customers or patients. This will add the ePHI label beside the field on the agent's interface and the help center. Also Read
To mark fields that contain personal health data:
- Go to Setup > Customization > Layout and Fields.
- Select a module and department to view their layouts.
- Select the desired layout to edit it.
- Go to the desired field and click the Gear icon.
- Click Edit Properties and check the Mark as ePHI box.
Note: Marking the field as ePHI will automatically turn on the Encrypt field option. Nevertheless, you can turn it OFF manually (not recommended). - Click Update and save the layout.
Encrypting ePHI Field Data
Fields that contain personal health information can be encrypted for additional security. Though encryption is not a mandatory step, it is the best practice to prevent unauthorized access to confidential data. Read this article here to learn more about encrypting fields in your help desk.
Administering Roles and Permissions
Roles and profiles on Zoho Desk let you define permissions, so you can tightly control who in your organization has access to what information. Data-sharing rules and field-level permissions help you take this a step further.
Exporting Audit Trial
Data audits help you secure your system and monitor for unexpected changes or usage trends. Zoho Desk will store the audit logs—that is, information about every addition, update, and deletion made to your database records—in the backend for a duration of up to 1 year. This audit log can only be shared with the user upon request. Alternately, you can export module-wise data periodically using the Export Data option under Setup.
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Still can't find what you're looking for?
Write to us: support@zohoforms.com
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
Zoho SalesIQ Resources
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Bigin?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
Related Articles
Integrating WhatsApp with Zoho Desk
WhatsApp is the world's most-widely used instant messaging (IM) service app, with approximately 2 billion users. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. If your ...Highrise for Zoho Desk
View customer details and deals from Highrise in Zoho Desk. Manage contacts, deals, and activities between Highrise and Zoho Desk. Add new customers and deals to Highrise from Zoho Desk. This integration makes it easy to understand customer's details ...Why Zoho Desk?
On-demand & Web-Based Zoho Desk, an on-demand, web-based help desk software allows your agents to engage with customers and deliver satisfaction in the fastest and easiest way. And because it's all on the cloud, lesser the cost of installation and ...Zendesk Sell for Zoho Desk
The Zendesk Sell for Zoho Desk extension makes it easy for you to know your customers' details so that you can better prioritize and manage tickets in Zoho Desk. It lets you manage contacts, deals, and tasks between these applications. You can view ...Integrating LINE with Zoho Desk
LINE Messaging App LINE is the fastest growing instant messaging app in the world, bringing agents closer to their customers and end-users. Send free messages and make voice calls or video calls anytime, anywhere. LINE is now available on a variety ...