BBAA Atlas

Is Freshdesk (Freshworks) HIPAA compliant?

Customer support · vendor site ↗

BAA on select plansPHI with conditionsSOC 2 Type II
Will Freshdesk (Freshworks) sign a HIPAA BAA?
Sometimes — Freshdesk (Freshworks) signs a HIPAA BAA only on specific plans or add-ons.
Freshworks signs a BAA, but only on Freshdesk Enterprise (and Forest/Enterprise Omnichannel) tiers. BAA scope is limited to Freshdesk, Freshchat, Freshcaller, and Freshdesk Omnichannel; ePHI in other Freshworks products is not covered.
PHI eligibility
ePHI is permitted only on Enterprise-tier covered products with a signed BAA and mandatory configuration (IP whitelisting, SSO/strong password policy, SSL, Freshconnect disabled, encrypted custom fields).
SOC 2
SOC 2 Type II
Trust center
trust.freshworks.com ↗
Sub-processors
freshworks.com ↗
Notes
BAA validity is conditional on continued adherence to the configuration guide. PHI must go in encrypted custom fields, not default fields.
Last verified 2026-05-31confidence: high· Vendor terms change — confirm directly with Freshdesk (Freshworks) before storing PHI.

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How to request and sign a BAA with Freshdesk (Freshworks)

Sometimes — Freshdesk (Freshworks) signs a HIPAA BAA only on specific plans or add-ons.

Request routeBy request — via trust center or support
  1. 1
    Get on a qualifying plan
    Freshworks signs a BAA, but only on Freshdesk Enterprise (and Forest/Enterprise Omnichannel) tiers. BAA scope is limited to Freshdesk, Freshchat, Freshcaller, and Freshdesk Omnichannel; ePHI in other Freshworks products is not covered.
  2. 2
    Request the Business Associate Agreement
    Freshdesk (Freshworks) provides the BAA on request. Open a request through Freshdesk (Freshworks)'s trust center and ask for the current Business Associate Agreement covering your plan.
  3. 3
    Confirm what PHI is allowed before you store any
    ePHI is permitted only on Enterprise-tier covered products with a signed BAA and mandatory configuration (IP whitelisting, SSO/strong password policy, SSL, Freshconnect disabled, encrypted custom fields). Match your configuration to this scope before putting protected health information into Freshdesk (Freshworks).
Last verified 2026-05-31 · Plan tiers and BAA terms change often — confirm the current process directly with Freshdesk (Freshworks) before you rely on it. This is cited public information, not legal advice.

Frequently asked questions

Does Freshdesk (Freshworks) sign a HIPAA Business Associate Agreement (BAA)?
Sometimes — Freshdesk (Freshworks) signs a HIPAA BAA only on specific plans or add-ons. Freshworks signs a BAA, but only on Freshdesk Enterprise (and Forest/Enterprise Omnichannel) tiers. BAA scope is limited to Freshdesk, Freshchat, Freshcaller, and Freshdesk Omnichannel; ePHI in other Freshworks products is not covered.
Is Freshdesk (Freshworks) HIPAA compliant?
Freshdesk (Freshworks) can be HIPAA-compliant only on the specific plans or add-ons where it will sign a Business Associate Agreement (BAA). ePHI is permitted only on Enterprise-tier covered products with a signed BAA and mandatory configuration (IP whitelisting, SSO/strong password policy, SSL, Freshconnect disabled, encrypted custom fields).
Can you store PHI (protected health information) in Freshdesk (Freshworks)?
ePHI is permitted only on Enterprise-tier covered products with a signed BAA and mandatory configuration (IP whitelisting, SSO/strong password policy, SSL, Freshconnect disabled, encrypted custom fields).
Is Freshdesk (Freshworks) SOC 2 certified?
Freshdesk (Freshworks) reports a SOC 2 Type II attestation according to its public security documentation.
How do I request a HIPAA BAA from Freshdesk (Freshworks)?
Freshdesk (Freshworks) provides the BAA on request. Open a request through Freshdesk (Freshworks)'s trust center and ask for the current Business Associate Agreement covering your plan. Confirm current terms directly with Freshdesk (Freshworks) before storing PHI.
What plan do I need to sign a BAA with Freshdesk (Freshworks)?
Freshworks signs a BAA, but only on Freshdesk Enterprise (and Forest/Enterprise Omnichannel) tiers. BAA scope is limited to Freshdesk, Freshchat, Freshcaller, and Freshdesk Omnichannel; ePHI in other Freshworks products is not covered.

Sources

Freshdesk and HIPAA — Freshdesk Support
https://support.freshdesk.com/support/solutions/articles/238735-hipaa-configuration-guide
Supports: Freshworks signs a BAA via mutual execution; Enterprise plan only; scope limited to Freshdesk/Freshchat/Freshcaller/Omnichannel; mandatory config conditionsdated: 2023-08-02
Freshworks Trust Center
https://trust.freshworks.com/
Supports: Freshworks audited under SOC 2 Type II; trust center existsdated: undated
This page is cited public information, not legal or compliance advice. A BAA's availability can depend on your specific plan, region, and contract. Always confirm current terms with Freshdesk (Freshworks) before processing protected health information.

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