HIPAA/HDS Security on Zendesk - Frequently asked questions
Explore common questions about configuring security for HIPAA or HDS enabled accounts on Zendesk. Learn about requirements, best practices, and more.
Frequently asked questions
What are the security configuration requirements for HIPAA-enabled accounts on Zendesk?
To ensure compliance with HIPAA, Zendesk requires specific security configurations for HIPAA-enabled accounts. These include secure agent authentication, SSL encryption, IP address restrictions, and API security measures. For agent authentication,…
How should Zendesk Guide and Gather services be configured for HIPAA compliance?
For HIPAA compliance, Zendesk Guide and Gather services must be configured to prevent the inclusion of PHI in public articles or comments. Subscribers should ensure that no PHI is included in articles or attachments. It's recommended to disable…
What are the security measures for using Zendesk messaging with HIPAA accounts?
When using Zendesk messaging with HIPAA accounts, certain security measures must be implemented to protect ePHI. Subscribers should avoid enabling social media messaging integrations unless they ensure no ePHI is present or have a BAA with the…
How should Zendesk Sunshine Conversations be configured for HIPAA compliance?
For HIPAA compliance, Zendesk Sunshine Conversations should be configured to manage ePHI securely and restrict third-party integrations. Subscribers should avoid enabling third-party channel integrations unless they ensure no ePHI is present or…
What are the security requirements for using Zendesk Chat with HIPAA accounts?
To use Zendesk Chat with HIPAA accounts, specific security configurations must be followed to protect ePHI. Agents' access to Zendesk Chat should be limited and authenticated via Zendesk Support. Email piping and chat transcript emails should be…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Freecash
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