BoldDesk Is Now HIPAA-Compliant

At BoldDesk, safeguarding sensitive customer data has always been a core value. As we continue to innovate and expand our support capabilities, we recognize the immense trust our customers place in us, especially those in healthcare, where data protection isn’t optional; it’s essential.

We’re excited to deepen our commitment to healthcare by expanding BoldDesk’s capabilities to help organizations meet Health Insurance Portability and Accountability Act (HIPAA) requirements with confidence.

This achievement reinforces our steadfast commitment to security, privacy, and regulatory excellence.

Why HIPAA matters

In 2024, 82% of the U.S. population’s ePHI was exposed, stolen, or improperly disclosed — a staggering reminder of the vulnerabilities in healthcare data systems.

The HIPAA helps combat this by setting national standards for the secure handling of electronic Protected Health Information (ePHI).

It mandates healthcare providers, insurers, and their partners to implement strict safeguards for storing, accessing, and transmitting sensitive data ensuring confidentiality, integrity, and trust.

Non-compliance with HIPAA can lead to severe consequences, including hefty fines, reputational damage, and loss of patient confidence.

To achieve these critical requirements, BoldDesk now offers HIPAA-supporting features that empower healthcare and life sciences organizations to manage Protected Health Information (PHI) and ePHI securely—while continuing to deliver exceptional service to patients and members.

BoldDesk’s key features for securing HIPAA compliance

To support HIPAA compliance, BoldDesk has implemented a robust security framework and operational safeguards designed to protect sensitive health information at every stage of the support process.

These features are designed to help healthcare providers, insurers, and telehealth services meet regulatory standards as they continue to provide trusted, patient-centered support.

Here’s a detailed look at BoldDesk’s HIPAA-supporting capabilities:

• Data encryption: All patient-related data is encrypted both in transit and at rest, ensuring it remains secure from unauthorized access or breaches.
• Access controls: Role-based access and multi-factor authentication ensure that only authorized personnel can view or manage sensitive information. Permissions can be customized per role to view, edit, or hide ePHI fields.
• Audit trails: Every action within the system is logged, providing complete transparency and accountability for compliance audits and internal reviews.
• Business Associate Agreement (BAA): BoldDesk is ready to enter into BAAs with healthcare organizations, formalizing its role in safeguarding ePHI and supporting HIPAA obligations.
• Secure infrastructure: BoldDesk is hosted on a cloud environment that complies with industry-leading standards, reinforcing data protection across borders.
• Automatic redaction: Sensitive data such as credit card numbers, SSNs, phone numbers, and emails can be automatically redacted from ticket subjects, responses, and activity logs. Redacted data is stored in a non-reversible format.
• Feature restrictions in HIPAA mode: To minimize risk, enabling HIPAA mode disables the following features:

• • • AI services
    • Push notifications
    • CSAT surveys
    • Omnichannel messaging (e.g., WhatsApp, Facebook, Twitter)
    • Live chat for ePHI fields
    • Email services
• Custom email server configuration: Organizations can configure secure IMAP-based email servers to manage HIPAA-compliant communications.
• Staff training & compliance reviews: BoldDesk recommends regular HIPAA training for staff, ongoing audits, and reviews of system configurations and access logs to maintain compliance.
• Global compliance standards: In addition to HIPAA, BoldDesk adheres to SOC 2 Type II and GDPR standards, ensuring global-grade data protection across every customer interaction. For more details on our security practices and policies, please visit the BoldDesk Security Policies page.

Strengthening HIPAA compliance through shared responsibility

While BoldDesk provides a secure foundation, full HIPAA compliance requires active participation from your organization as well.

To help safeguard sensitive data, we recommend implementing the following precautions:

• Set up your account with strong security practices, including role-based access, MFA/SSO, and robust password policies.
• Ensure your team is trained on HIPAA requirements and that secure endpoints and data handling protocols are in place.
• Review vendor terms and BAAs before connecting any third-party apps to BoldDesk.
• Configure a secure custom email server for HIPAA-compliant email communications.

With these safeguards in place, healthcare and telehealth services, insurers, and support teams can confidently manage patient data, support tickets, and internal communications—all within a single, secure, HIPAA-compliant platform.

Ready to get HIPAA-compliant with BoldDesk?

Getting started with BoldDesk’s HIPAA-compliant help desk for healthcare is simple.

You can contact our support team to start the onboarding process or follow our step-by-step HIPAA onboarding guide to set things up independently.

Either way, we’ve streamlined the process so you can focus on delivering exceptional care while we secure your data.

Reimagine healthcare support with BoldDesk’s HIPAA-compliant platform

Whenever patients share their personal health information, they’re placing their trust in you. That trust doesn’t stop at the doctor’s office; it extends to every system you rely on.

That’s why we built a HIPAA-compliant help desk solution tailored to healthcare organizations. From secure ticketing and automated workflows to self-service portals, BoldDesk empowers teams to deliver fast, personalized support without compromising sensitive information.

With BoldDesk, you can uphold that trust and confidently meet your responsibilities, knowing your support operations are fully aligned with the highest privacy and security standards.

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