{"id":27671,"date":"2024-08-03T06:37:05","date_gmt":"2024-08-03T06:37:05","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=27671"},"modified":"2026-03-18T20:15:47","modified_gmt":"2026-03-18T20:15:47","slug":"ensuring-hipaa-compliance-in-desk365","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/ensuring-hipaa-compliance-in-desk365\/","title":{"rendered":"Ensuring HIPAA compliance in Desk365"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"27671\" class=\"elementor elementor-27671\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1e99ac3 e-flex e-con-boxed e-con e-parent\" data-id=\"1e99ac3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-510ca9c elementor-widget elementor-widget-template\" data-id=\"510ca9c\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35515\" class=\"elementor elementor-35515\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0cb6291 e-flex e-con-boxed e-con e-parent\" data-id=\"0cb6291\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0a73252 elementor-widget elementor-widget-html\" data-id=\"0a73252\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 15px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n<span style=\"display:inline-flex; align-items:center; gap:8px;\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n<circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n<path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59d214e elementor-widget elementor-widget-text-editor\" data-id=\"59d214e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW245194422 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW245194422 BCX0\">The Health Insurance Portability and Accountability Act (HIPAA) sets stringent requirements for protecting health information that can <\/span><span class=\"NormalTextRun SCXW245194422 BCX0\">identify<\/span><span class=\"NormalTextRun SCXW245194422 BCX0\"> individuals. At Desk365, we are committed to providing features that help our customers use our service in a HIPAA-compliant manner. This article explains how you can implement HIPAA compliance in Desk365.<\/span><\/span><span class=\"EOP SCXW245194422 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de45f53 elementor-widget elementor-widget-heading\" data-id=\"de45f53\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Understanding HIPAA requirements <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-471cada elementor-widget elementor-widget-text-editor\" data-id=\"471cada\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">HIPAA is a U.S. law that provides data privacy and security provisions to protect medical information. The law has become more significant due to numerous health data breaches caused by cyber-attacks.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The Health Insurance Portability and Accountability Act (HIPAA) has several key purposes, all aimed at protecting patient information and improving the healthcare system. Here are the main objectives:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<br \/><\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Privacy of health information: <\/span><\/b><span data-contrast=\"auto\">HIPAA sets national standards to protect medical records and personal health information. It ensures that healthcare providers, health plans, and other entities handle patient information with care, maintaining its confidentiality and security.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Security of electronic records:<\/span><\/b><span data-contrast=\"auto\"> HIPAA includes provisions for safeguarding the security of electronic health records (EHRs). These rules require appropriate administrative, physical, and technical safeguards to ensure the integrity, confidentiality, and availability of electronic protected health information (ePHI).<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Portability of insurance coverage:<\/span><\/b><span data-contrast=\"auto\"> One of the original purposes of HIPAA was to improve the portability and continuity of health insurance coverage. It helps individuals maintain insurance coverage when they change or lose their jobs, reducing the risk of being uninsured due to pre-existing conditions or gaps in employment.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Healthcare administration simplification:<\/span><\/b><span data-contrast=\"auto\"> HIPAA aims to reduce the administrative costs and burdens in the healthcare system by standardizing the electronic transmission of financial and administrative transactions, including billing, claims processing, and eligibility verification.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Enforcement of standards: <\/span><\/b><span data-contrast=\"auto\">HIPAA also sets forth a series of enforceable standards and practices. It includes provisions for addressing violations and imposes penalties on entities that fail to comply with HIPAA requirements, thereby reinforcing the importance of adherence to privacy and security standards.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"6\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Improving healthcare efficiency:<\/span><\/b><span data-contrast=\"auto\"> By standardizing transactions and encouraging the use of electronic systems, HIPAA seeks to improve the efficiency and effectiveness of the healthcare system, facilitating quicker and more reliable access to health information by healthcare providers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">HIPAA plays a critical role in modern healthcare by providing a framework for managing the use and disclosure of sensitive patient information, thus enhancing patient trust and contributing to the overall quality of the healthcare system.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa49ac4 elementor-widget elementor-widget-heading\" data-id=\"aa49ac4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">HIPAA-covered entities <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f7cc83f elementor-widget elementor-widget-text-editor\" data-id=\"f7cc83f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">HIPAA applies to &#8220;covered entities&#8221; and their Business Associates (BAs). Covered entities are organizations that handle Protected Health Information (PHI) or personal health records (PHRs). Business associates refer to those who do not engage directly with patients, but they are still involved in creating, receiving, or transmitting patients&#8217; Electronic Protected Health Information (ePHI).<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><span data-contrast=\"auto\">HIPAA mandates that Covered Entities and Business Associates take measures to protect health information. <\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ba1e08 elementor-widget elementor-widget-heading\" data-id=\"5ba1e08\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Requesting a Business Associate Agreement (BAA) <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a4931e5 elementor-widget elementor-widget-text-editor\" data-id=\"a4931e5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW245704993 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW245704993 BCX0\">If your organization requires a Business Associate Agreement (BAA) for HIPAA-related use of Desk365, BAAs are available with the Desk365 Premium Plan. Please email help@desk365.io to request a BAA and learn more about Premium plan eligibility.<\/span><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-51b64fe elementor-widget elementor-widget-heading\" data-id=\"51b64fe\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Actions you can take for HIPAA compliance in Desk365 <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-43ba742 elementor-widget elementor-widget-text-editor\" data-id=\"43ba742\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">To help ensure the security of your customers\u2019 information, you can take the following actions in Desk365:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><ol><li><a href=\"#one\"><span data-contrast=\"auto\">Creating ePHI fields<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"%1.\" data-font=\"Aptos\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><a href=\"#two\">Using ePHI fields in forms<\/a><\/li><li data-leveltext=\"%1.\" data-font=\"Aptos\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><a href=\"#three\"><span data-contrast=\"auto\">Administering roles and permissions<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"%1.\" data-font=\"Aptos\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><a href=\"#four\">Monitoring activity with Encrypted Field Logs<\/a><\/li><li data-leveltext=\"%1.\" data-font=\"Aptos\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><a href=\"#five\">Protecting sensitive information with Data Redaction<\/a><\/li><\/ol><p><span data-contrast=\"auto\">Let&#8217;s go through each action in detail.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6791d12 elementor-widget elementor-widget-heading\" data-id=\"6791d12\" data-element_type=\"widget\" id=\"one\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Creating ePHI fields <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ddc722 elementor-widget elementor-widget-text-editor\" data-id=\"8ddc722\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW78175601 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW78175601 BCX0\">If a field <\/span><span class=\"NormalTextRun SCXW78175601 BCX0\">contains<\/span><span class=\"NormalTextRun SCXW78175601 BCX0\"> the health information of your customers or patients, you can mark it as ePHI (electronic Protected Health Information). This process helps in <\/span><span class=\"NormalTextRun SCXW78175601 BCX0\">identifying<\/span><span class=\"NormalTextRun SCXW78175601 BCX0\"> and protecting sensitive data.<\/span><\/span><span class=\"EOP SCXW78175601 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4140b43 elementor-widget elementor-widget-heading\" data-id=\"4140b43\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Steps to add ePHI fields in Desk365: <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8bc8653 elementor-widget elementor-widget-text-editor\" data-id=\"8bc8653\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Navigate to Settings &gt; Admin &gt; Ticket Fields.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Select the Encrypted text input under Encrypted field types.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0ae255 elementor-widget elementor-widget-image\" data-id=\"d0ae255\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"482\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/selecting-encrypted-field-type-1024x482.webp\" class=\"attachment-large size-large wp-image-35123\" alt=\"selecting-encrypted-field-type\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/selecting-encrypted-field-type-1024x482.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/selecting-encrypted-field-type-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/selecting-encrypted-field-type-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/selecting-encrypted-field-type-1536x723.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/selecting-encrypted-field-type.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c236ef elementor-widget elementor-widget-text-editor\" data-id=\"4c236ef\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Edit the field type and label it appropriately for agents and contacts.<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\">Check the Mark as\u00a0ePHI\u00a0box.<\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\">Configure each roles access for this ePHI ticket field and click save<span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-94f8184 elementor-widget elementor-widget-image\" data-id=\"94f8184\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"695\" height=\"792\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/patient-id-field.webp\" class=\"attachment-large size-large wp-image-35125\" alt=\"patient-id-field\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/patient-id-field.webp 695w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/patient-id-field-263x300.webp 263w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/patient-id-field-80x90.webp 80w\" sizes=\"(max-width: 695px) 100vw, 695px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c7820ce elementor-widget elementor-widget-heading\" data-id=\"c7820ce\" data-element_type=\"widget\" id=\"two\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Using ePHI fields in forms<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22fea5c elementor-widget elementor-widget-text-editor\" data-id=\"22fea5c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW267666324 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW267666324 BCX0\">Encrypting fields that <\/span><span class=\"NormalTextRun SCXW267666324 BCX0\">contain<\/span><span class=\"NormalTextRun SCXW267666324 BCX0\"> personal health information adds an extra layer of security. While encryption is not mandatory, it is highly recommended to prevent unauthorized access to confidential data.<\/span> <span class=\"NormalTextRun SCXW267666324 BCX0\">When adding an ePHI Field to a form in Desk365, encryption is automatically enabled.<\/span><span class=\"NormalTextRun SCXW267666324 BCX0\"> This is on top of the encryption of all data in Desk365 (all data is encrypted at rest and in transit). Learn more about <\/span><\/span><span class=\"TextRun Underlined SCXW267666324 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW267666324 BCX0\" data-ccp-charstyle=\"Hyperlink\"><a href=\"https:\/\/help.desk365.io\/en\/articles\/encrypting-ephi-custom-help-desk-fields\/\">adding ePHI Fields to Forms in Desk365<\/a>.<\/span><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f9f197 elementor-widget elementor-widget-heading\" data-id=\"9f9f197\" data-element_type=\"widget\" id=\"three\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Administering roles and permissions <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7eb6bc6 elementor-widget elementor-widget-text-editor\" data-id=\"7eb6bc6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Desk365 allows you to define roles and permissions to control how\u00a0sensitive data\u00a0(PHI, PII,\u00a0CVV, SSN,\u00a0etc.)\u00a0is accessed across your organization. By combining role-level HIPAA permissions with field-level visibility controls, you can ensure sensitive data is accessible only to authorized users.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Below are the steps to administer roles and permissions for ePHI in Desk365<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0107157 elementor-widget elementor-widget-heading\" data-id=\"0107157\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Steps to administer roles and permissions: <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5771999 elementor-widget elementor-widget-text-editor\" data-id=\"5771999\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Navigate to Settings &gt; Admin &gt; Roles<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Create a new role or edit an existing role based on your access requirements<\/span><\/li><\/ul><p><b><span data-contrast=\"auto\">Option 1: Configure HIPAA compliance access at the role level<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Desk365 includes a dedicated Compliance permission within each role.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5febd9d elementor-widget elementor-widget-image\" data-id=\"5febd9d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/role-permissions-to-access-encryption-configuration-1024x486.webp\" class=\"attachment-large size-large wp-image-35266\" alt=\"role-permissions-to-access-encryption-configuration\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/role-permissions-to-access-encryption-configuration-1024x486.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/role-permissions-to-access-encryption-configuration-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/role-permissions-to-access-encryption-configuration-768x365.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/role-permissions-to-access-encryption-configuration-1536x730.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/role-permissions-to-access-encryption-configuration.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-620ba61 elementor-widget elementor-widget-text-editor\" data-id=\"620ba61\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">While editing a role, open the Compliance tab and enable Access to encryption configuration. When this option is enabled, the role can:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"-\" data-font=\"Aptos\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Aptos&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Create, edit, and add encrypted ticket fields<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"-\" data-font=\"Aptos\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Aptos&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Use encrypted fields across Ticket Properties in the Agent Portal, Ticket Forms, Support Portal forms and Closure Rules<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">Roles that do not have this permission enabled will see encrypted fields marked as Restricted instead of the actual field names.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Note<\/span><\/b><span data-contrast=\"auto\">: This permission is enabled by default for Admin roles and can be customized for other roles as needed.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Option 2: Control field-level visibility in Ticket Properties<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">In addition to role-level HIPAA access, Desk365 allows you to control how ePHI fields are displayed at the ticket level.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Within the role\u00a0setting,\u00a0enable the \u201cCan Modify Displayed Fields in Ticket Properties\u201d option.\u00a0\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e2e05d1 elementor-widget elementor-widget-image\" data-id=\"e2e05d1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"483\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/role-access-to-modify-ticket-fields-in-properties-1024x483.webp\" class=\"attachment-large size-large wp-image-35130\" alt=\"role-access-to-modify-ticket-fields-in-properties\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/role-access-to-modify-ticket-fields-in-properties-1024x483.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/role-access-to-modify-ticket-fields-in-properties-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/role-access-to-modify-ticket-fields-in-properties-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/role-access-to-modify-ticket-fields-in-properties-1536x725.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/role-access-to-modify-ticket-fields-in-properties.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61d359a elementor-widget elementor-widget-text-editor\" data-id=\"61d359a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><span class=\"TextRun SCXW91054453 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW91054453 BCX0\">Checking the\u00a0<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">option<\/span>\u00a0<span class=\"NormalTextRun SCXW91054453 BCX0\">gives access to\u00a0<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">modify<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">\u00a0the displayed fields in ticket properties in the ticket details page.<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">\u00a0You can\u00a0<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">now\u00a0<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">find\u00a0<\/span><\/span><span class=\"TextRun SCXW91054453 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW91054453 BCX0\">the\u00a0<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">ticket\u00a0<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">form along with the ticket fields<\/span>\u00a0<span class=\"NormalTextRun SCXW91054453 BCX0\">displayed automatically<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">\u00a0below the<\/span><\/span><span class=\"TextRun SCXW91054453 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW91054453 BCX0\">\u00a0ticket properties\u00a0<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">on<\/span><span class=\"NormalTextRun SCXW91054453 BCX0\">\u00a0the ticket details page.<\/span><\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-13bc51d elementor-widget elementor-widget-image\" data-id=\"13bc51d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"482\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-in-ticket-details-page-1024x482.webp\" class=\"attachment-large size-large wp-image-32237\" alt=\"ephi-ticket-fields-in-ticket-details-page\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-in-ticket-details-page-1024x482.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-in-ticket-details-page-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-in-ticket-details-page-768x361.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-in-ticket-details-page-1536x723.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-in-ticket-details-page.webp 1917w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f9c762 elementor-widget elementor-widget-text-editor\" data-id=\"2f9c762\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><span class=\"TextRun SCXW139121288 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW139121288 BCX0\">By clicking on the edit option in the ticket properties section, you can opt to make the ePHI field visible and control the access.<\/span><\/span><span class=\"EOP SCXW139121288 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85ae662 elementor-widget elementor-widget-image\" data-id=\"85ae662\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"958\" height=\"897\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-desk365-helpdesk.webp\" class=\"attachment-large size-large wp-image-32255\" alt=\"ephi-ticket-fields-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-desk365-helpdesk.webp 958w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-desk365-helpdesk-300x281.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-desk365-helpdesk-768x719.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-desk365-helpdesk-16x16.webp 16w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-desk365-helpdesk-18x18.webp 18w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-desk365-helpdesk-20x20.webp 20w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/ephi-ticket-fields-desk365-helpdesk-450x420.webp 450w\" sizes=\"(max-width: 958px) 100vw, 958px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-87328cc elementor-widget elementor-widget-text-editor\" data-id=\"87328cc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><a href=\"https:\/\/help.desk365.io\/en\/articles\/setting-up-custom-roles\/\"><span data-contrast=\"none\">Learn more about setting up custom roles<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1ef98a4 elementor-widget elementor-widget-heading\" data-id=\"1ef98a4\" data-element_type=\"widget\" id=\"four\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4. Monitoring activity with Encrypted Field Logs<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3748113 elementor-widget elementor-widget-text-editor\" data-id=\"3748113\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\"><a href=\"https:\/\/help.desk365.io\/en\/articles\/audit-logs-in-desk365\/\" target=\"_blank\" rel=\"noopener\">Encrypted Field Logs<\/a> provide a detailed record of all activities related to encrypted sensitive data in Desk365. These logs track actions such as creating or updating ePHI, PII, CVV, SNN) fields, modifying their visibility in ticket forms and ticket properties, and changes to role permissions. Encrypted Field Logs are available as part of the Desk365 Premium plan.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Navigate to <strong>Settings &gt; Admin &gt; Encrypted Field Logs<\/strong><\/span><strong>\u00a0<\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d604ba elementor-widget elementor-widget-image\" data-id=\"0d604ba\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/encrypted-field-logs-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-35265\" alt=\"encrypted-field-logs-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/encrypted-field-logs-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/encrypted-field-logs-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/encrypted-field-logs-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/encrypted-field-logs-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/02\/encrypted-field-logs-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-60e8349 elementor-widget elementor-widget-text-editor\" data-id=\"60e8349\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Each audit log entry includes:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">The event type (for example, ticket fields, ticket forms, or role permissions)<\/span><\/li><li>The affected field or setting<\/li><li>The IP address from which the action was performed<\/li><li>The user who performed the action<\/li><li>The date and time of the activity<\/li><li>The ticket number and,<\/li><li>The action details<span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">By reviewing Encrypted Field Logs, administrators gain clear visibility into how sensitive data is accessed and managed, helping support security reviews, internal audits, and ongoing compliance requirements.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d6e3b4 elementor-widget elementor-widget-heading\" data-id=\"2d6e3b4\" data-element_type=\"widget\" id=\"five\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5. Protecting sensitive information with Data Redaction<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c45f48e elementor-widget elementor-widget-text-editor\" data-id=\"c45f48e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Desk365 includes Data Redaction to automatically detect and mask sensitive information in customer communications. This helps prevent confidential data such as email addresses, SSN, phone numbers, credit card details, and IP addresses from being exposed in tickets, replies, forwards, or internal notes. Data Redaction is available as part of the Desk365 Premium plan.<\/p><p>Once enabled, redaction runs automatically in the background and hides sensitive values while allowing agents to continue working on tickets normally.<\/p><ul><li data-start=\"1194\" data-end=\"1230\">Log in to the Desk365 Agent Portal<\/li><li data-start=\"1194\" data-end=\"1230\">Navigate to <strong data-start=\"1246\" data-end=\"1286\">Settings &gt; Security &gt; Data Redaction<\/strong><\/li><li data-start=\"1194\" data-end=\"1230\">Turn on the toggle to enable Data Redaction<\/li><\/ul><p>After enabling the feature, you can activate specific redaction rules based on the types of information you want to mask. Desk365 provides default rules that can be enabled or disabled anytime, and you can test rules to verify how sensitive data will appear once masked.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-14af113 elementor-widget elementor-widget-image\" data-id=\"14af113\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"483\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/data-redaction-in-desk365-1024x483.webp\" class=\"attachment-large size-large wp-image-35248\" alt=\"data-redaction-in-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/data-redaction-in-desk365-1024x483.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/data-redaction-in-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/data-redaction-in-desk365-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/data-redaction-in-desk365-1536x725.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/08\/data-redaction-in-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f179689 elementor-widget elementor-widget-text-editor\" data-id=\"f179689\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>With Data Redaction enabled, sensitive information is automatically masked in ticket subjects, descriptions, replies, forwards, and internal notes across all supported channels.<\/p><p>Learn more about<a href=\"https:\/\/help.desk365.io\/en\/articles\/data-redaction-in-desk365\/\" target=\"_blank\" rel=\"noopener\"> Data Redaction.<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-943aac7 elementor-widget elementor-widget-text-editor\" data-id=\"943aac7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">By utilizing these features in the Desk365 Premium plan, you can enhance the security of your customers\u2019 health information and ensure compliance with HIPAA regulations. For more detailed guidance, feel free to reach out to our support team.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":27663,"menu_order":1,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-27671","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27671","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=27671"}],"version-history":[{"count":121,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27671\/revisions"}],"predecessor-version":[{"id":36244,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27671\/revisions\/36244"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27663"}],"next":[{"title":"Encrypted field logs in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/audit-logs-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34273"}],"prev":[{"title":"Desk365 and GDPR compliance","link":"https:\/\/help.desk365.io\/en\/articles\/gdpr-compliance\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27664"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=27671"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=27671"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}