Compare HIPAA-Compliant Help Desk Software
What is HIPAA?
HIPAA stands for the Health Insurance Portability and Accountability Act. HIPAA is a federal mandate enacted in 1996, that stipulates security and privacy protections for any organization dealing with Protected Health Information (PHI). If you deal with PHI it is necessary that the tools you use, including help desk software, is HIPAA-compliant.
Why use a HIPAA help desk solution?
A help desk software can be helpful for many organizations and industries. As a business grows, customer requests and inquiries can become numerous and difficult to handle. A help desk software provides a number of tools to consolidate this process. Most help desk software provide the ability to create tickets from emails. Email ticketing helps you organize, manage, and resolve support requests from a single application. Moreover, a robust help desk tool should provide customer-facing applications. Customer-facing applications allow for customers to reach out from alternative channels such as webforms and live chat. No matter how the customer reaches out, team members can resolve tickets from one application.
So, how do HIPAA compliant help desk solutions stack up next to each other?
Compare HIPAA help desk ticketing systems
| OneDesk | Zendesk | Freshdesk | Helpscout | SolarWinds | |
|---|---|---|---|---|---|
| Pricing | $29/user a month, billed annually | $150+/user a month, billed annually | $109+/user a month, billed annually | $60/user a month, billed annually | $69+/user a month, billed annually |
| Email Ticketing |  | | | | |
| Canned Responses | | | | |  |
| SLA Management | | | | | |
| Satisfaction Surveys | | | | | |
| Real-Time Collaboration | | | | limited | |
| Knowledgebase | | | | | |
| Customer Portal | | | | | |
| Webforms | | | | | |
| Customer Live Chat | | | | | |
| Gantt Chart | | | | | |
| Kanban Board | | | | | |
| Configurable Statuses | | | | | |
| Timesheets | | | | | |
| Custom Views | | | | limited | limited |
| Automations | | | | | |
| Project Management | | | | | limited |
| Custom Fields | | | | limited | |
| On-Premise Option | | | | | |
OneDesk for your HIPAA help desk
OneDesk offers the ability to be used within a HIPAA-compliant environment. OneDesk provides a high level of security, including:
- Data encryption
- Two-factor authentication
- Activity audit log
- User authentication and user-level access controls
- Configurable administrative and security controls
The OneDesk Business Associate Agreement (BAA) is available on request for customers who want to be HIPAA-enabled.
You should also configure your account in a HIPAA compliant manner and enforce policies in your organizations to meet HIPAA compliance.
Learn more about the process of using OneDesk for HIPPA.
An affordable HIPAA help desk solution
HIPAA is typically available as an add-on or as part of enterprise plans. As such, the price for a HIPAA-compliant solution is often very high. A OneDesk HIPAA-enabled account is one of the most affordable available. In addition, OneDesk’s pricing is simple. For HIPPA-enabled accounts you pay on an annual basis and you pay only for the number of users.
Fit the dynamic needs of the healthcare industry
Many help desk solutions are limited to certain industries. OneDesk offers a highly customizable tool. OneDesk allows you to configure ticket statuses for your workflow. You can enable different ticket types to correspond to your services. Add your unique logo and colors to the customer-facing applications and much more! In comparison to tools like Zendesk, who do not allow for custom statuses for example, OneDesk offers the flexibility to fit your organization’s need.
Provide human-friendly support
Customer-facing applications provide tools to customers.
These applications – the customer portal, knowledgebase, webforms, and messenger – allow patients or staff avenues to stay updated or receive support. OneDesk also has email integration, which permits tickets to be created directly from any inbox.
Get the right information with webforms
Provide accurate information with the knowledgebase
A knowledgebase is a self-service tool for you customers or team. Write informative articles on your company, services, procedures, or anything else. The knowledgebase can help cut down on frequent questions and keep everyone on the same page.
Improve efficiency with automations
OneDesk allows you to automate many aspects of ticket management. In comparison to other solutions, OneDesk’s workflow automation tools are highly flexible yet simple to set up. You can cut down on repetitive work by automatically assigning tickets, routing tickets to projects, or sending automated emails, just to name a few.
The all-in-one solution
In addition to a HIPAA help desk solution, OneDesk provides a robust project management software seamlessly integrated into one application. Zendesk, Freshdesk, and other help desk software only offer help desk features. This means that you would need to juggle multiple tools to plan projects. In comparison, OneDesk can serve your whole organization. Escalate a ticket into a task to plan the schedule or even manage entire projects right in OneDesk. OneDesk offers many advanced project management features such as task dependencies, subtasks, a Gantt chart, resource availability tools, and KPI charts. Learn more about OneDesk’s project management features.
