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.
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.
Install the PageSense code snippet on your site in a matter of minutes and start collecting in-depth data about the website visitors to grow your business.
Set up goals in PageSense to measure every single action performed by visitors on your website like button or link clicks, form submissions, and page engagements.
Create funnels in PageSense to quickly see which pages visitors use to enter your website, where they navigate to next, and which pages they decide to leave without converting.
Visualize your visitor's behavior with color codes
Set up heatmaps in PageSense to see where users have clicked more, how far they've scrolled, and on which parts of a page they've spent the most time using color-coded patterns in reports.
Use form analytics in PageSense to see how people interact with different fields in your form, whether they complete the form successfully or not, and where exactly they drop out on your form.
Use session recordings in PageSense to watch a video of all the visitor actions performed on your website including the pages they navigate, the buttons they click, the UX issues they face, and more.
Run A/B or Split URL tests in PageSense to figure out which version of your web page works best for your business and results in the best conversion rate.
Use personalization in PageSense to deliver customized versions of your website for every individual customer based on their demographics, local weather, browsing history, and more.
Run polls on your website using PageSense to understand what your customers think about your products/services and what needs improvement on your site.
Use web push notifications in PageSense to schedule and notify your customers about an upcoming flash sale, product releases, promotional coupons, and a lot more that can spark conversions on your website.
Use pop-ups in PageSense to instantly grab the attention of visitors by showing attractive signup offers, coupon code discounts, or email newsletters that can eventually convert them into subscribers.
Use PageSense's advanced features like creating mutually exclusive groups, enabling cross-domain tracking, configuring customized project JS, and more to get deeper insights about your website.
Download the PageSense extension app available for your web browser with a few clicks and start collecting all of your required website metrics in real time.
Discover your favorite integrations with PageSense
Get a deeper look at your website's data by seamlessly integrating PageSense with a host of popular third-party apps like Google Analytics, Mixpanel, Intercom, and more.
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