11 Best HIPAA compliant ticketing systems in 2025

If there were a rulebook for handling patient data in the healthcare sector, the first chapter would simply read: Protect at all costs. It’s not just a good thing to have but a non-negotiable.

In addition to this, healthcare providers deal with a multitude of requests, inquiries, and issues every single day. It’s like a constant influx of mail that needs sorting and responding.

The responses can’t wait, especially because they pertain to the patients’ well-being and health

This is where HIPAA compliant ticketing systems act as secure mailboxes, ensuring that each piece of ‘mail’ or information is accessed and handled only by authorized personnel.

There aren’t many HIPAA compliant ticketing systems available, but for healthcare organizations, it’s a non-negotiable requirement.

In this article, we will be exploring the 11 best HIPAA-enabling ticketing systems for healthcare organizations looking to provide timely assistance.

Table of Contents

• Quick Summary
• Why Trust Us
• What is HIPAA?
• What is a HIPAA Compliant Ticketing System?
• Key Benefits of Using a HIPAA Compliant Ticketing System
  • Keeps Patient Data Secure
  • Reduces Risk of Accidental Disclosure
  • Builds Patient Trust
  • Makes Workflows More Organized
  • Helps Your Organization Stay Audit-Ready
  • Enables Scalable, Cross-Team Collaboration
• How can a ticketing system enable HIPAA compliance?
  • 1. Offering a BAA (Business Associate Agreement)
  • 2. Secure Access
  • 3. Audit Trails
  • 4. Data Encryption
  • 5. Training and Awareness
• 11 Best HIPAA compliant ticketing systems in 2025
  • 1. Hiver
  • 2. Zendesk
  • 3. Freshdesk
  • 4. Help Scout
  • 5. Giva
  • 6. Jitbit
  • 7. TeamSupport
  • 8. Zoho Desk
• 9. HappyFox
• 10. OneDesk
• 11. Desk365
• Which HIPAA-compliant ticketing system should you pick?
• Frequently Asked Questions (FAQs)

Ticketing System	Key Features	Drawbacks
Hiver	Secured email management, internal collaboration, reporting and analytics, automations, AI capabilities, integrations, access controls, BAA for HIPAA compliance.	Doesn’t offer social media as a support channel.
Zendesk	Omni-channel support, Ticket assignment, Automated workflows, Customization options, Advanced analytics, BAA for HIPAA compliance.	Costly, complicated interface, time-consuming setup, extra cost for assistance.
Freshdesk	Omni-channel support system, Parent-child ticketing, Automation, Knowledge base, SLA management, BAA for HIPAA compliance.	Intuitive UI lacking, cannot resolve tickets directly via Gmail, requires special HIPAA configuration.
Help Scout	Ticket management, Knowledge base, Reporting tools, Customer profiles, BAA for HIPAA compliance.	Overlapping of internal and external conversations, complicated UI, risk of internal messages being sent to customers, and no direct method for SLA creation.
Giva	Customizable dashboard, Reporting tools, Knowledge base management, SLA management, Asset management, BAA for HIPAA compliance.	Non-intuitive knowledge base UI, limited report customization.

Why Trust Us

We work closely with healthcare teams every day, helping them manage patient communication, reduce inbox chaos, and maintain HIPAA-friendly workflows without adding complexity. Through hands-on implementations and ongoing support, we’ve seen what actually improves response times, keeps PHI protected, and creates better visibility across departments. Our recommendations come from real healthcare use cases, frontline feedback, and the outcomes teams achieve – not theory or guesswork.

What is HIPAA?

It lays down specific regulations dictating how healthcare providers, along with other bodies dealing with health data, must protect this sensitive information. The objective is to prevent the unauthorized disclosure or inappropriate use of delicate details like medical records. Additionally, HIPAA empowers individuals by granting them the authority to access and manage their own health-related information.

What is a HIPAA Compliant Ticketing System?

A HIPAA-compliant ticketing system is simply a support platform designed to handle patient information safely. It either comes HIPAA-ready out of the box or can be made compliant by signing a Business Associate Agreement (BAA) and enabling the right security settings.

With a HIPAA-compliant help desk software, any message, attachment, or note that contains patient or medical information is encrypted, access-restricted, and fully auditable. This means that only the right people see sensitive information, and every interaction leaves a trace.

This matters for hospitals, clinics, telehealth providers, medical billing teams, health tech platforms, insurance teams or any organization where support conversations regularly involve PHI. A compliant system helps them work smoothly without risking violations or exposing patient data.

Key Benefits of Using a HIPAA Compliant Ticketing System

Keeps Patient Data Secure

Ticketing data is encrypted, monitored, and permissioned. Even if your team grows or changes, access stays controlled.

Reduces Risk of Accidental Disclosure

Features like field-level encryption, role-based visibility, and private notes help prevent PHI from being shared in the wrong place.

Builds Patient Trust

When interactions feel organized, safe, and confidential, patients are more likely to communicate openly and consistently.

Makes Workflows More Organized

Tickets ensure no request is lost. Each inquiry has an owner, history, and timeline, which improves response consistency across teams.

Helps Your Organization Stay Audit-Ready

HIPAA-compliant systems keep logs of who accessed or modified data. This makes external audits and internal investigations straightforward.

Enables Scalable, Cross-Team Collaboration

Departments can work together without resharing sensitive information in unsecured channels such as standard email or chat.

How can a ticketing system enable HIPAA compliance?

A HIPAA-compliant ticketing system doesn’t just store patient information securely. It also includes a set of provider features designed to help healthcare organizations handle Protected Health Information (PHI) safely, consistently, and with accountability. These features ensure that support workflows remain efficient while meeting the strict requirements of HIPAA.

Below are the key provider features that enable HIPAA compliance in a ticketing system:

1. Offering a BAA (Business Associate Agreement)

A HIPAA-enabling ticketing system will offer a Business Associate Agreement, a legally binding document that outlines the responsibilities and requirements for handling and protecting health information. The BAA is crucial as it ensures that the customer service software provider understands their obligation to implement and maintain the appropriate safeguards to comply with HIPAA regulations.

Having a BAA in place is a fundamental step in establishing trust and accountability between healthcare providers and their vendors, ensuring a mutual commitment to protecting sensitive patient information.

2. Secure Access

Ticketing systems that enable HIPAA ensure that access is restricted to authorized personnel only, utilizing strong password policies, multi-factor authentication, and encryption to protect sensitive information from unauthorized access

3. Audit Trails

These ticketing systems maintain detailed logs of all activities, including who accessed what information and when. This audit trail is crucial for monitoring and ensuring that health information is not being accessed or used inappropriately.

4. Data Encryption

To prevent data breaches, HIPAA-enabling ticketing systems encrypt sensitive information both in transit and at rest, ensuring that the data is unreadable to unauthorized individuals.

5. Training and Awareness

HIPAA-enabling ticketing systems often include training modules and awareness programs to educate users on compliance requirements and best practices for handling sensitive health information.

11 Best HIPAA compliant ticketing systems in 2025

In case you are looking for a quick overview of the options listed:

Ticketing System	Key Features	Drawbacks
Hiver	Secured email management, internal collaboration, reporting and analytics, automations, AI capabilities, integrations, access controls, BAA for HIPAA compliance.	Doesn’t offer social media as a support channel.
Zendesk	Omni-channel support, Ticket assignment, Automated workflows, Customization options, Advanced analytics, BAA for HIPAA compliance.	Costly, complicated interface, time-consuming setup, extra cost for assistance.
Freshdesk	Omni-channel support system, Parent-child ticketing, Automation, Knowledge base, SLA management, BAA for HIPAA compliance.	Intuitive UI lacking, cannot resolve tickets directly via Gmail, requires special HIPAA configuration.
Help Scout	Ticket management, Knowledge base, Reporting tools, Customer profiles, BAA for HIPAA compliance.	Overlapping of internal and external conversations, complicated UI, risk of internal messages being sent to customers, no direct method for SLA creation.
Giva	Customizable dashboard, Reporting tools, Knowledge base management, SLA management, Asset management, BAA for HIPAA compliance.	Non-intuitive knowledge base UI, limited report customization.
Jitbit	Multi-channel support, Advanced reporting, Mobile accessibility, Automation, Knowledge base, BAA for HIPAA compliance.	Integration challenges with Google Forms, complicated UI, technical issues with social media integrations.
TeamSupport	B2B customer management, Collaborative ticketing, Customer success tracking, Product & inventory tracking, BAA for HIPAA compliance	Lacks detailed analytics, cumbersome ticket navigation, doesn’t support multi-level escalation for SLA breaches.
Zoho Desk	Multi-channel support, deep Zoho ecosystem integrations, automation workflows, customizable ePHI-marked fields, field-level encryption, BAA for HIPAA compliance.	Not HIPAA-ready by default; requires careful configuration; UI can feel cluttered; advanced features locked behind higher tiers.
HappyFox	Easy setup, canned responses and smart rules, multi-channel ticketing, modern UI, strong onboarding support, BAA available on Enterprise plan.	HIPAA requires Enterprise pricing, reporting can feel limited, knowledge base and contact management less flexible.
OneDesk	Ticketing + project management in one platform, AWS hosting, workflow automations, collaborative ticketing, customizable SLAs, BAA available.	UI can feel dated; system performance varies under heavy load; configuration depth may require training.
Desk365	Microsoft Teams-native ticketing, customizable workflows, ePHI encrypted fields, role-based permissions, Azure AD/Entra authentication, BAA available.	HIPAA depends on correct configuration; reporting is basic; UI is functional but not polished; some integrations limited.

1. Hiver

If you’re looking for a ticketing system that combines ease of use, essential features, and compliance to HIPAA, then look no further than Hiver.

It’s a ticketing system that doesn’t feel like one. Instead, its interface looks just like your inbox. This means that your teams don’t have to deal with complicated workflows or undergo extensive training—which is the case with most conventional ticketing systems.

With Hiver, you get several essential ticketing features:

• A collaborative Inbox that lets you assign, track, and work together on tickets from a centralized space. Here, you get full visibility into your team’s workload.
• Collaboration features like notes and @mentions that help you loop in colleagues into queries or update information about the ticket for future reference.  
• Helps teams track performance with visual reports. Monitor response time, resolution rate, and query volume. Find out more about the support provided for different kinds of inquiries – appointments, insurance claims, and medical records requests, amongst others. This makes it easier to identify delays, balance workloads, and ensure HIPAA-compliant support across your hospital’s departments.
• Automated workflows for delegating and tagging tickets, and sending auto-responders in cases where you want to acknowledge receipt of a query or your team is unavailable.
• Choose from 100+ integrations to bring all patient context and insights into one platofrm. For instance, get real-time Slack alerts for urgent patient queries.
• Hiver’s AI Co-Pilot scans your knowledge base and then drafts a response to a patient query. Instead of digging through insurance policies, billing guidelines, or procedural documents, support reps get AI-suggested answers sourced from the knowledge base. This allows them to respond to patient inquiries about appointments, medical records, and insurance claims faster.

HIPAA-Specific Protections

Hiver takes extra measures to ensure that PHI (Protected Health Information) of healthcare organizations remains secure and confidential. Here’s how Hiver ensures data integrity:

• Business Associate Agreement (BAA): Hiver provides a Business Associate Agreement, sharing the responsibility of protecting PHI and ensuring adherence to HIPAA guidelines.
• Secure Email Communication: Hiver offers a secure email platform with robust encryption, protecting PHI during transit. Emails are not stored on Hiver servers.
• Access Controls and Permission Management: Hiver securely stores PHI and employs Role-Based Access Controls to maintain data confidentiality. Administrators can manage permissions and restrict access to minimize data breach risks.
• Data Monitoring and Auditing: Hiver logs user activities, offering transparent records of PHI access. This helps in monitoring data access, detecting unauthorized activity, and maintaining compliance with HIPAA’s data integrity requirements.
• Employee Training and Awareness: Hiver conducts regular training on HIPAA compliance, emphasizing the protection of PHI and fostering a culture of compliance and data security.

Requirements

• Simply sign the BAA before handling PHI. No complex reconfiguration needed.

Ideal For

Healthcare teams who already use Google Workspace and want a compliant support solution that staff can adopt instantly with no retraining or workflow disruption.

Pros

• Works directly inside Gmail. No new system to learn.
• Collaborative features reduce miscommunication between staff.
• AI Co-Pilot shortens response times and improves consistency.
• PHI stays inside your Google-managed environment.

Cons

• Mobile experience isn’t as smooth as the desktop version.

2. Zendesk

Zendesk is a ticketing system best suited for enterprises and large companies. The platform centralizes different support channels such as email, live chat, and knowledge base. On Zendesk, agents can assign issues, prioritize tasks, and create automated workflows, among other support tasks.

Zendesk provides security features that include the ability to configure for HIPAA compliance. It offers a Business Associate Agreement (BAA) with customers, providing appropriate security configuration options to help safeguard protected health information (PHI).

💡 Did you know:

Choosing Hiver over Zendesk, healthcare organizations can save 56% annually on their ticketing system costs, offering a significant financial advantage while ensuring HIPAA compliance.

However, Zendesk has its shortcomings, as reported by its users:

• It is quite costly compared to other options on the list. With Hiver, you save 56% annually, as compared to Zendesk.
• The interface can be complicated and needs extensive training to work on.
• The initial setup can be time-consuming and needs assistance.
• Assistance from Zendesk can cost between $1500 to $2800. Comparatively, ticketing systems like Hiver offer free onboarding, 24*7 support, and 51% cost savings.

HIPAA-Specific Features

• Zendesk will sign a Business Associate Agreement (BAA) with eligible customers.
• Patient data is protected through encryption in transit and at rest.
• Role-based permissions help make sure only the right staff can view sensitive conversations.
• Audit logs track who accessed PHI and when for accountability.
• Secure authenticated help center portals allow patients to view messages without exposing PHI via email.

Requirements

• HIPAA support requires the Advanced Compliance Add-On (or a Suite plan that includes it).
• You must sign the BAA.
• HIPAA configuration steps must be applied to prevent accidental PHI exposure.

Ideal For

Larger healthcare organizations with dedicated IT or compliance teams, especially if support spans multiple departments or communication channels.

Pros

• Handles multi-channel communication extremely well.
• Workflows and automations can be adapted to very specific support processes.
• Reporting and dashboards make performance easy to monitor across teams.

Cons

• Not HIPAA-ready by default. It must be configured carefully.
• Can be expensive, especially when scaled across large teams.
• Typically requires internal admin ownership or technical support to manage.

3. Freshdesk

Next on the list is Freshdesk—an omni-channel ticketing system that lets businesses manage customer queries from various channels, such as email, social media live chat and knowledgebase. Freshdesk also offers a BAA to healthcare organizations to enable HIPAA compliance.

Freshdesk helps support teams convert queries into tickets to streamline resolution. A notable feature of Freshdesk is the parent-child ticketing feature that allows you to break down a complex query (parent query) into smaller tickets (child queries) to help teams resolve them faster.

It also offers a free plan for teams working on a tight budget.

But Freshdesk users have reported some issues with the platform:

• The user interface is not very intuitive.
• New tickets cannot be resolved directly via Gmail, and agents must switch to Freshdesk’s platform. This is especially a problem for support teams working from Google Workspace.
• Needs a special configuration to be HIPAA compliant. For instance, the Freshconnect feature, used to discuss patient queries internally, must be disabled to comply with HIPAA.

HIPAA-Specific Features

• Freshdesk will sign a Business Associate Agreement (BAA) for eligible plans.
• SAML Single Sign-On, Two-Factor Authentication, and IP Whitelisting help control who can access patient data.
• PHI can be stored in encrypted custom fields rather than standard ticket fields.
• Role-based access controls and session policies help prevent unauthorized visibility.
• Support activity is logged, allowing teams to review access history.

Requirements

• Only Freshdesk, Freshchat, Freshcaller, and Freshdesk Omnichannel products are eligible under HIPAA.
• Freshconnect must remain disabled (internal chat is not HIPAA-safe).
• PHI should be stored only in encrypted custom fields. Not default ticket fields.
• If using email, you’ll need to configure a custom mail server to keep message handling PHI-compliant.
• You must sign a BAA.

Ideal For

Healthcare teams who want multi-channel support and are comfortable maintaining basic configuration controls to ensure compliance.

Pros

• Parent-child ticketing makes complicated cases easier to manage.
• Automations help reduce manual sorting and routing.
• More budget-friendly compared to some enterprise platforms.

Cons

• HIPAA safety depends heavily on correct setup. Misconfiguration can expose PHI.
• Support agents must switch to Freshdesk’s interface (not Gmail or Outlook).
• Default ticket fields are not encrypted, so training and oversight are essential.

4. Help Scout

Help Scout is another ticketing system that allows support teams to turn customer queries into tickets and assign, track and resolve them more efficiently. Help Scout also offers a BAA to customers to ensure that healthcare providers are complying to HIPAA while using their service.

Apart from all the essential ticketing system features, Help Scout also offers a standout feature called Beacon, that allows customers various methods to obtain the information they seek, be it via live chat, browsing FAQs, or sending an email inquiry.

Despite boasting some powerful features, there are some problems that Help Scout users have faced:

• Overlapping of internal and external conversations.
• It has a complicated UI that takes time to get used to.
• Risk of internal messages being sent to customers due to platform unfamiliarity.
• There is no direct method to create SLAs in HelpScout. It’s dependent on an external integration with Super SLA for SLA creation.

HIPAA-Specific Features

• Help Scout will sign a Business Associate Agreement (BAA) on the Pro plan.
• All communication is protected with 256-bit SSL/TLS encryption.
• Hosted on AWS, which provides strong infrastructure and physical security controls.
• You can edit or remove PHI from conversation histories if something was shared accidentally.
• There is an AI Healthcare Addendum available if you want to use Help Scout’s AI features safely.

Requirements

• Must be on the Pro plan.
• Must sign the BAA to enable HIPAA mode.
• If using integrations, you may need separate BAAs with those vendors as well.

Ideal For

Healthcare teams that value empathetic, easy-to-read communication, such as behavioral health, remote care teams, counseling centers, or telehealth services where the conversation tone matters.

Pros

• Conversations feel human and supportive, not “ticket-like.”
• Beacon lets patients browse articles, chat, or email from one place.
• Ability to remove PHI from threads provides a safety net if something is shared by mistake.
• Very easy for staff to learn.

Cons

• HIPAA requires the Pro tier, which increases cost.
• Team members must understand the difference between internal notes vs. external replies.
• Built-in SLA controls are limited. May require an add-on.

5. Giva

Giva is a cloud-based ticketing system that offers a range of features to streamline customer support operations. You can also generate reports on Giva to make data-driven decisions. The platform is quite customizable and includes features like a unified dashboard to view all support tickets from channels like live chat, email, phone, and social media in one place.

Giva is committed to HIPAA compliance, ensuring that sensitive health information is handled with the utmost care and security. Giva, like the other options, also offers a BAA to healthcare providers, ensuring the safety of patient data.

Here are some problems reported by Giva’s users:

• The knowledge base offered by Giva does not have an intuitive UI.
• Giva does not allow agents to see if any other agent is working on a query similar to the one they are working on.
• Report customization is not the best in the market.

HIPAA-Specific Features

• Business Associate Agreement (BAA) included in every edition . No upgrade required.
• 256-bit encryption protects PHI both in transit and at rest.
• Encrypted backups with continuous redundancy and disaster recovery planning.
• Multi-factor authentication (MFA) and access logging ensure only the right people can view sensitive data.
• SOC 2 Type II audited, with ongoing security monitoring and internal HIPAA training.

Requirements

• Simply sign the BAA. There are no additional security toggles or technical configuration steps required to be HIPAA-ready.

Ideal For

Healthcare organizations that do not want to worry about configuration mistakes and prefer a system that is HIPAA-aligned out of the box. Especially helpful for smaller IT teams or compliance-sensitive environments.

Pros

• HIPAA compliance is built in.
• Strong focus on data security, backup reliability, and auditability.
• Reduces internal burden on compliance and IT staff.
• Works well for teams who want reliability more than complexity.

Cons

• Knowledge base interface feels older and could be more polished.
• Limited visibility when multiple agents are working on the same issue.
• Reporting customization isn’t as flexible as some larger platforms.

6. Jitbit

Jitbit is a centralized ticketing system designed for businesses to provide efficient customer support. It offers a comprehensive ticketing system with features such as automation rules for efficient ticket management and an integrated knowledge base for swift problem resolution.

Other essential features include multi-channel support, allowing customers to raise tickets through various means, and robust reporting tools to monitor performance. Their mobile apps further enhance the user experience by facilitating ticket management on the go.

Jitbit is fully HIPAA compliant, ensuring secure handling of sensitive health information. They prioritize encryption, regular audits, and offer a Business Associate Agreement (BAA) for added assurance.

However, Jitbit also falls short in some areas:

• It’s a hassle to integrate Google Forms or generate forms in Jitbit, making it hard to collect customer feedback through the platform.
• Some users find the UI not user-friendly.
• Some social media integrations can run into technical issues.
• Runs into problems when handling high volumes of customer queries.

HIPAA-Specific Features

• Jitbit will sign a Business Associate Agreement (BAA).
• SSL/TLS encryption protects data during transmission (including custom domains).
• Annual HIPAA audits and internal staff training support ongoing compliance.
• Attachment suppression controls help prevent accidentally emailing PHI outside the system.
• Role-based access permissions let administrators limit who can view or handle sensitive information.

Requirements

• Must sign the BAA before using the platform with PHI.
• If using email notifications, admins should enable attachment restriction to avoid unintended data sharing.

Ideal For

Healthcare IT teams who value data control, especially organizations that prefer on-premise or private hosting environments, or those with strict internal data governance policies.

Pros

• Self-hosting option supports stronger internal compliance controls.
• Simple and straightforward interface.
• Built-in safeguards reduce the risk of accidental PHI exposure.

Cons

• Integrations are more limited than in enterprise-focused helpdesks.
• Can struggle with very high ticket volume or complex routing needs.

7. TeamSupport

If you’re a B2B healthcare organization looking for a HIPAA-compliant ticketing system, TeamSupport is a good option to consider. TeamSupport stands out with its B2B-focused solutions, emphasizing collaborative ticketing and customer support. Key features include visual customer relationships to understand client hierarchies and integrated customer experience analytics.

Their unique Water Cooler social network facilitates internal collaboration while custom fields and automation streamline ticketing processes for businesses.

TeamSupport also offers a BAA to healthcare organizations to help them adhere to HIPAA guidelines.

Here are some drawbacks to keep in mind when considering TeamSupport:

• Analytics in TeamSupport lack detailed insights and can be slow to load.
• Navigating open tickets and viewing ticket history can be cumbersome.
• The platform doesn’t support multi-level escalation for SLA breaches. Lack of multi-level escalation poses challenges for businesses with multiple vendor agreements or when different departments within a client’s organization use the product/service at varying pricing tiers.

HIPAA-Specific Features

• TeamSupport will sign a Business Associate Agreement (BAA) with Enterprise customers.
• PHI is protected through encryption at rest and in transit.
• Two-Factor Authentication (2FA) and Single Sign-On (SSO) help secure user access.
• Granular permission controls allow you to limit who sees which customer accounts, tickets, or details.
• A secure Customer Hub allows clients to log in and view updates without exposing PHI via email.

Requirements

• Must be on the Enterprise plan.
• Must sign the BAA.
• Email templates should be configured so that PHI is not included in external email notifications (use Customer Hub links instead).

Ideal For

Healthcare organizations that serve business clients, such as clinics, hospital groups, enterprise customers, or distributed service operations and need a support platform that helps multiple teams work together.

Pros

• Built for multi-stakeholder collaboration, not just one-on-one ticketing.
• Access controls make PHI separation and visibility boundaries easier to maintain.
• Customer Hub helps keep PHI out of email, reducing risk.

Cons

• Requires Enterprise-tier pricing for HIPAA support.
• Proper template setup is important. Incorrect email settings can expose PHI.
• The interface can feel a bit heavy, especially when navigating long ticket histories.

8. Zoho Desk

Zoho Desk is a multi-channel ticketing system that helps support teams manage inquiries across email, chat, phone, and web forms in one place. It also integrates closely with other Zoho products making it appealing for healthcare organizations already operating in the Zoho ecosystem.

Zoho Desk can support HIPAA compliance when configured correctly, and Zoho will sign a Business Associate Agreement (BAA) for eligible accounts. However, unlike systems that are HIPAA-ready by default, Zoho Desk requires field-level configuration and access control setup to ensure PHI stays secure.

Here are some limitations reported by Zoho Desk users:

• Setup and configuration can take time especially when customizing workflows or permissions.
• The interface can feel cluttered, and new users may face a learning curve.
• The mobile app experience is less responsive and lacks some advanced features.
• Some features and customization options are locked behind higher-tier plans.

HIPAA-Specific Features

Zoho does not handle PHI by default. You must configure the system to support HIPAA workflows. Zoho provides dedicated tools to help:

• Business Associate Agreement (BAA): Available on request for eligible plans.
• Mark ePHI Fields: Administrators can mark specific fields as containing PHI. These fields are highlighted throughout the interface.
• Automatic Field Encryption: When a field is marked ePHI, Zoho Desk enables encryption at rest and in transit for that field.
• Role-Based Permissions: Restrict who can view, edit, or export PHI.
• Audit Logs: Track additions, edits, and deletions for up to one year (exportable on request).
• Data-Sharing Rules: Customize who can see ticket categories across departments.

Requirements

• You must sign the BAA before storing PHI.
• Only use encrypted ePHI-marked fields for patient data (default fields are not HIPAA-safe).
• Review and restrict integrations that could transmit PHI to non-compliant systems.
• Assign roles and permissions intentionally to minimize exposure.
• If using email, ensure your mail routing keeps messages encrypted end-to-end.

Ideal For

Healthcare teams already using Zoho CRM or other Zoho products, who want a single ecosystem and who have internal admin or compliance oversight to configure and maintain HIPAA-aligned settings.

Pros

• Works well within the broader Zoho suite (CRM, Books, Forms, Analytics).
• Field-level PHI labeling and encryption provide granular security controls.
• Highly customizable workflows and automation options.
• Cost-effective for organizations already using Zoho products.

Cons

• Not HIPAA-ready out of the box. Requires careful configuration.
• Learning curve during setup; workflows and permissions can feel complex.
• Mobile app is less smooth than desktop and can lag behind in functionality.
• Reporting and dashboards are solid but may feel rigid for advanced customization.

9. HappyFox

HappyFox allows healthcare teams to centralize and respond to patient or partner inquiries quickly. It’s known for being easy to set up, simple to use, and relatively quick for staff to adopt which is a big advantage for hospital departments where not everyone is technical.

HappyFox does support HIPAA compliance, but only under its Enterprise plan, and only after executing a Business Associate Agreement (BAA). Once enabled, HappyFox offers the controls healthcare organizations need to handle Protected Health Information (PHI) securely.

HIPAA-Specific Features

• Business Associate Agreement (BAA): Available on the Enterprise plan.
• Enterprise-grade encryption: Protects PHI in transit and at rest.
• Role-Based Access Controls: Limit which staff can view or handle PHI.
• Strict Audit Logging: Track who accessed PHI, when, and what actions were taken.
• Secure PHI transmission and handling: Designed to prevent accidental exposure of sensitive records.
• Physical infrastructure safeguards: Data hosted in secure environments that meet regulatory expectations.

Requirements

• Must be on the Enterprise plan.
• Must sign the BAA before handling PHI.

Ideal For

Healthcare teams who value where simplicity and fast adoption.

Pros

• Very quick to deploy as it requires minimal setup.
• Modern UI that’s easy for staff to navigate.
• Automation features like canned responses and smart rules help streamline processing.
• Customer support and onboarding assistance are widely praised.

Cons

• HIPAA requires Enterprise pricing, increasing cost.
• Reporting and analytics can feel limited or confusing.
• Knowledge base and contact management tools are less flexible compared to larger platforms.

10. OneDesk

OneDesk combines a help desk and project management system into a single platform, allowing teams to manage patient inquiries and internal work from one place. Support tickets can be created from email, web forms, live chat, and a customer portal, while tasks and projects can be handled alongside those tickets. This makes it useful for organizations that need both support resolution and operational follow-through.

OneDesk supports HIPAA compliance through its HIPAA-enabled account tier. It offers a Business Associate Agreement (BAA), configurable user access controls, encryption, and secure hosting options.

However, users have noted a few challenges:

• The interface can feel complex when getting started, especially when configuring workflows and permissions.
• Some reviewers mentioned that the UI could be more modern or intuitive.
• Certain customization capabilities require time and training.
• A few users reported limitations in scaling for larger enterprise environments.

HIPAA-Specific Features

• OneDesk offers HIPAA-enabled accounts, which include a signed Business Associate Agreement (BAA).
• Data is encrypted over SSL in transit, with secure storage options.
• User authentication and role-based permission controls help restrict PHI visibility.
• Two-Factor Authentication (2FA) adds login security.
• Audit logs track activity for accountability and compliance checks.
• Hosted on AWS with the option for private cloud or on-premise environments for organizations with stricter data governance requirements.

Requirements

• Must upgrade to the HIPAA-enabled plan.
• Must sign the BAA before handling PHI.
• Configuration guidance should be followed to avoid accidental PHI exposure (particularly email and portal workflows).

Ideal For

Healthcare organizations that want to run help desk operations and project workflows together in one system, particularly small to mid-sized organizations or distributed clinical support teams.

Pros

• Combines ticketing and project management in one place.
• HIPAA compliance with signed BAA and clear configuration guidance.
• Flexible hosting, including private cloud or on-premise.

Cons

• UI and setup configuration may require time and admin oversight.
• Customization and permissions could be more granular.
• May not scale as efficiently for large enterprise health systems.

11. Desk365

Desk365 is a Microsoft 365–native help desk platform that allows healthcare support teams to manage and respond to patient inquiries right inside the tools they already use, primarily Microsoft Teams and Outlook. This makes Desk365 particularly easy to adopt for hospital units, clinics, and remote care teams that are already standardized on Microsoft 365.

The platform supports multi-channel ticketing (email, chat, forms, Teams messages) and provides customizable workflows, ticket fields, and automation rules to help teams route, categorize, and resolve requests efficiently.

While the platform is known for its simplicity, users note a few limitations:

• The UI can feel plain or basic compared to larger enterprise systems.
• Some reporting and analytics features are not as advanced.
• More complex workflows require time to configure.
• Customization depth improves with higher-tier plans.

HIPAA-Specific Features

Desk365 can support HIPAA compliance when configured properly and used under a Business Associate Agreement (BAA). It includes dedicated tools for protecting electronic Protected Health Information (ePHI):

• Business Associate Agreement (BAA) available on request.
• ePHI Field Types: You can create Encrypted ticket fields specifically meant for storing PHI.
• Automatic Encryption: When a field is marked as ePHI, encryption at rest and in transit is automatically enabled.
• Role- and Field-Level Permissions: Control exactly which staff can view, edit, or hide PHI fields.
• Audit Logging: Desk365 stores record-level changes to support compliance reviews.
• Microsoft Entra ID (Azure AD) Authentication: Uses Microsoft identity security for access control.
• Hosted in secure environments, using Microsoft’s compliance framework.

Requirements

• You must sign the BAA before storing or transmitting PHI.
• PHI should only be stored in ePHI-marked encrypted fields, not standard fields.
• Administrators should review which apps or third-party integrations are allowed to ensure no PHI leaves the compliant environment.
• Works best when deployed inside a Microsoft 365 + Teams workflow.

Ideal For

Healthcare organizations already using Microsoft Teams and Outlook, who want a support platform that staff can adopt quickly without introducing a new interface or training burden.

Pros

• Works directly inside Microsoft Teams, reducing disruption for staff.
• Easy for non-technical departments to learn and use.
• Flexible workflows and automation rules.
• Responsive support and frequent feature updates.

Cons

• HIPAA compliance depends on correct configuration of ePHI fields and permissions.
• Reporting and dashboard capabilities are more limited than enterprise platforms.
• UI and visual experience are functional but not polished.
• Some advanced automation and integration features require higher-tier plans.

Which HIPAA-compliant ticketing system should you pick?

As the healthcare industry continues to evolve and integrate technology, the importance of maintaining patient confidentiality and data security cannot be overstated. The HIPAA-compliant ticketing systems highlighted in this article stand out not only for their robust features but also for their unwavering commitment to adhering to HIPAA standards.

If you are looking for a ticketing system that helps you offer top-notch support while also safeguarding sensitive patient information, look no further than Hiver. Its AI email management features and AI capabilities speed up your customer query resolution time. It checks all the boxes while also offering 24×7 customer service and a highly intuitive UI.

Frequently Asked Questions (FAQs)