Can Zendesk be HIPAA compliant?

With Paubox, you can ensure that Zendesk outgoing emails are encrypted and HIPAA compliant. This is a game-changer for healthcare organizations that use Zendesk for customer service and need to ensure the secure transmission of Protected Health Information (PHI).

Is Zendesk HIPAA compliant?

It depends on the Zendesk plan. Zendesk Enterprise plan subscribers must have specific configurations in place for Zendesk accounts to be HIPAA compliant. Learn more about Zendesk and HIPAA compliance here.

How to make Zendesk HIPAA compliant

Zendesk can be configured to route mail via Paubox by directing outbound mail through Google Workspace accounts that are already sending via Paubox for email encryption. As long as Zendesk sends via your organization's Google accounts, and those accounts are sending via Paubox, the emails will be encrypted in transit.

Here's how you can make your Zendesk HIPAA compliant:

1. Update Your Domain Records: Insert the Zendesk include value into your SPF record. The Zendesk include value is: include:mail.zendesk.com.
2. Connect Zendesk to Google Workspace: Login to Zendesk, navigate to the Admin Center, click Channels, then Email, and click Connect External Address. Ensure "Send email via Gmail" is enabled.
3. Adjust Gmail Settings in Google Workspace: Configure Gmail to forward to your Zendesk support email address.
4. Send a Test Message: Send a test message from Zendesk to an external email address. If the setup is successful, the Paubox footer will appear at the bottom of the email for confirmation.

Read more: How to set up Zendesk Emailing via Paubox

How CrowdHealth uses Paubox and Zendesk together

CrowdHealth, a fully remote innovative platform designed to help individuals fund their healthcare outside traditional insurance, uses Paubox's HIPAA compliant email to make their customer support ticket system HIPAA compliant. They use Zendesk, where a CrowdHealth member places a request, and an advocate responds as soon as possible.

Tony Jeter, the Head of Operations and the Head of Product at CrowdHealth, said, "We needed a solution that allowed us to do inbound and outbound email...we strive to be HIPAA compliant just because it's smart business and it [helps] protect everyone."

With Paubox's patented email encryption technology, all emails are encrypted regardless of the recipient's level of encryption, keeping all private data safe and protected. Paubox is also easy to use and customizable, allowing companies like CrowdHealth to focus more on the people they are serving.

Read more: See how CrowdHealth uses Paubox and Zendesk to send HIPAA compliant emails

Can Zendesk be HIPAA compliant?

Zendesk can indeed be HIPAA compliant by routing emails through Paubox. This solution ensures that all outgoing emails containing PHI are encrypted in transit, providing an extra layer of security for healthcare organizations.

Note: This configuration only works with Google Workspace & Zendesk. Also, Zendesk offers to sign a BAA only on some higher-priced tiers and with specific configurations.

With Paubox's integration, healthcare organizations can leverage the power of Zendesk while ensuring they remain compliant with HIPAA regulations.