{"id":27685,"date":"2024-08-03T06:37:24","date_gmt":"2024-08-03T06:37:24","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=27685"},"modified":"2026-03-18T20:17:36","modified_gmt":"2026-03-18T20:17:36","slug":"encrypting-ephi-custom-help-desk-fields","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/encrypting-ephi-custom-help-desk-fields\/","title":{"rendered":"Encrypting ePHI custom help desk fields: A step-by-step guide"},"content":{"rendered":"\t\t
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\nAvailable with:<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPremium<\/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
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As the digital world grows, so does the need to protect personal and sensitive information. Encrypting custom help desk fields is essential for securing data from unauthorized access and identity theft. Desk365 provides this security through field-level encryption using Advanced Encryption Standard (AES), along with enhanced HIPAA-specific controls designed for organizations handling electronic Protected Health Information (ePHI)<\/span>.<\/span><\/span> \u00a0<\/span><\/span><\/span><\/span><\/p>

In this guide, we will walk you through encrypting custom helpdesk fields in Desk365, role-based access <\/span>controls<\/span>\u00a0and\u00a0<\/span>encrypted field <\/span><\/a>logs<\/a>, emphasizing<\/span> emphasizing the importance of HIPAA compliance<\/a> for handling sensitive healthcare information.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Overview of field-level encryption <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Field-level encryption ensures that sensitive information stored and transmitted through Desk365 is secure. This process involves converting data into ciphertext, making it unreadable without the decryption key. For healthcare providers and organizations dealing with <\/span>electronic <\/span>personal health information (<\/span>e<\/span>PHI), this is crucial for compliance with the Health Insurance Portability and Accountability Act (HIPAA).<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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HIPAA controls for ePHI fields <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Desk365 provides stronger governance, visibility, and control over encrypted ticket fields.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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1. Role-based ePHI ticket field visibility <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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You can configure role-based visibility and edit access for each encrypted (ePHI) ticket field directly from Ticket Fields settings. For every role, you can choose to:<\/span>\u00a0<\/span><\/p>

  • View & Edit \u2013 Full access to the encrypted field<\/span><\/li>
  • View Only \u2013 Read-only access<\/li>
  • Hide Completely \u2013 No visibility of the field<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    This ensures that sensitive information is only accessible to authorized roles, supporting HIPAA-aligned access control across your help desk.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Role-based permission for ePHI management <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Role permission is available under:<\/span>\u00a0<\/span><\/p>

    Settings > Admin > Roles > Compliance<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"role-permissions-to-access-encryption-configuration\"\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
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    This permission\u00a0determines\u00a0whether a role can:<\/span>\u00a0<\/span><\/p>

    • Create, edit, or add encrypted (ePHI) ticket fields<\/span>\u00a0<\/span><\/li>
    • Use encrypted ePHI fields across key areas of Desk365, including:<\/span>\u00a0
      <\/span>1. Ticket Properties \u2013 Securely view or edit ePHI fields from the ticket details page<\/span>\u00a0
      <\/span>2. Ticket Forms \u2013 Add encrypted ePHI fields to forms used by agents or contacts<\/span>\u00a0
      <\/span>3. Support Portal \u2013 Collect sensitive information securely from contacts<\/span>\u00a0
      <\/span>4. Closure Rules \u2013<\/span>\u00a0<\/span>Encrypted ePHI fields can be referenced in closure rules. If a closure rule requires an ePHI field and the agent\u00a0has access\u00a0to that field, the agent must meet the\u00a0rule\u2019s\u00a0conditions before closing the ticket. If the agent\u00a0does not have access\u00a0to the ePHI field, Desk365 allows the ticket to be closed and evaluates any remaining applicable closure rules instead.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      Important notes:<\/span><\/i><\/b>\u00a0<\/span><\/p>

      • This permission is\u00a0enabled by default for Admins<\/span>\u00a0<\/span><\/li>
      • You can enable or disable it for custom roles<\/span>\u00a0<\/span><\/li>
      • Roles without this permission will see encrypted fields marked as \u201cRestricted\u201d instead of the actual data<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        Permissions required <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        • Any agent can use encrypted fields\u00a0where\u00a0permitted<\/span>\u00a0<\/span><\/li>
        • Only agents with access to\u00a0Settings\u00a0and Compliance\u00a0can configure encrypted fields<\/span>\u00a0<\/span><\/li>
        • Role-based permissions\u00a0determine\u00a0who can view\u00a0or\u00a0edit\u00a0ePHI fields<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          Key points to remember <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          1. Scope<\/span><\/b>: Only custom text fields data can be encrypted.<\/span>\u00a0<\/span><\/li>
          2. Organization-Wide<\/span><\/b>: Encryption applies at the organization level, including all departments.<\/span>\u00a0<\/span><\/li>
          3. Field Type<\/span><\/b>: Encryption is applicable only to text field types.<\/span>\u00a0<\/span><\/li>
          4. API Support<\/span><\/b>: Encrypted data is accessible via APIs.<\/span>\u00a0<\/span><\/li>
          5. Integration<\/span><\/b>: Encrypted fields can be used in custom functions and all integrations.<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            Limitations <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            • Reporting<\/span><\/b>: Encrypted fields cannot be used in Reports<\/span>\u00a0<\/span><\/li>
            • Automation Rules<\/span><\/b>: Encrypted fields cannot be used as conditions in automation rules.<\/span>\u00a0<\/span><\/li>
            • Advanced Filters<\/span><\/b>: Encrypted fields cannot be utilized in advanced filters, search or sort options.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              Step-by-step guide to encrypt custom fields <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              • Navigate to <\/span>Settings > Admin > Ticket Fields.<\/span>\u00a0<\/span><\/li>
              • Select the Encrypted Text Input under Encrypted Field Types.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"selecting-encrypted-field-type\"\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
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                • Edit the field type and label it appropriately for agents and contacts.<\/span>\u00a0<\/span><\/li>
                • Configure role-based visibility (View & Edit, View Only, or Hide) as\u00a0<\/span>required<\/span><\/span>\u00a0<\/span><\/li>
                • Click save<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  • Add the encrypted field to the desired ticket form.<\/span><\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                    Example ticket showing encrypting ePHI custom help desk fields <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                    Let\u2019s\u00a0say a healthcare\u00a0clinic\u00a0needs to create an Appointment Form that\u00a0complies with\u00a0HIPAA regulations. In addition to encrypting sensitive patient information, the\u00a0clinic\u00a0also wants to\u00a0ensure that only authorized roles can view or edit ePHI fields and\u00a0maintain\u00a0an audit trail for compliance.<\/span>\u00a0<\/span><\/p>

                    Here\u2019s\u00a0how the admin configures this using the HIPAA controls.<\/span>\u00a0<\/span><\/p>

                    Step 1:<\/span><\/b>\u00a0The admin navigates to Settings > Admin > Ticket Fields and creates custom ticket fields\u00a0required\u00a0for appointment handling such as the appointment date, appointment time, etc.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                    Under Encrypted Field Types, the admin selects Encrypted Text Input and creates fields such as patient ID and patient name.<\/span>\u00a0<\/span><\/p>

                    Each field is clearly\u00a0labeled\u00a0so agents and contacts understand that any data entered will be encrypted and unreadable without proper access.<\/span>\u00a0<\/span><\/p>

                    The admin checks Mark as ePHI,\u00a0indicating\u00a0that the field\u00a0contains\u00a0electronic Protected Health Information (ePHI) and requires enhanced security and compliance controls.<\/span>\u00a0<\/span><\/p>

                    Next, the admin configures role-based visibility for each encrypted field:<\/span>\u00a0<\/span><\/p>

                    Clinical Staff: View & Edit<\/span>\u00a0
                    Billing Team: View Only<\/span>\u00a0
                    Support Agents (non-clinical): Hide Completely<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"patient-id-field\"\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
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                    This ensures sensitive patient data is accessible only to authorized roles.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                    Step 2:<\/span><\/b> The admin adds the encrypted ePHI fields to the\u00a0<\/span><\/span>Appointment Form<\/span><\/span>.<\/span><\/span><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"adding-ephi-fields-in-ticket-form\"\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
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                    From this point on, whenever a new ticket is created using this form:<\/span>\u00a0<\/span><\/p>

                    • All ePHI data\u00a0entered into\u00a0these fields is encrypted using AES<\/span>\u00a0<\/span><\/li>
                    • Access to the data is enforced based on role permissions<\/span>\u00a0<\/span><\/li>
                    • Roles without permission see the fields marked as\u00a0<\/span>Restricted<\/span><\/b>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      Step 3<\/span><\/span><\/strong>: The admin creates a new ticket to verify that the PHI Data Field is functioning correctly and that the entered data is encrypted.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                      By following these steps, the healthcare\u00a0<\/span>clinic\u00a0<\/span>successfully encrypts ePHI data, enforces role-based access, and\u00a0<\/span>maintains<\/span>\u00a0a complete audit trail within Desk365.\u00a0<\/span>This approach strengthens HIPAA compliance while ensuring sensitive patient information is protected from unauthorized access.<\/span><\/span>\u00a0<\/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

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                      Adding ePHI fields using dropdowns with sections (with role-based HIPAA controls) <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      In some cases, sensitive ePHI data should be collected only when a user selects a specific option from a dropdown and\u00a0only be\u00a0visible to authorized roles. For example, a healthcare clinic may need to capture Patient Insurance Details only when a request is related to Billing, while ensuring that access to this information is restricted based on role permissions.<\/span>\u00a0<\/span><\/p>

                      Below is how to configure this setup in Desk365 using Dropdown with Sections and Encrypted Text Input fields.<\/span>\u00a0<\/span><\/p>

                      Let’s\u00a0say a healthcare clinic uses a single Appointment Form for multiple departments. When a contact selects Billing as the department, the clinic needs to securely collect insurance-related ePHI, while hiding this information from roles that do not require access.<\/span>\u00a0<\/span><\/p>

                      Step 1<\/span><\/b>:\u00a0<\/span>\u00a0<\/span><\/p>

                      • Navigate to Settings > Admin > Ticket Fields<\/span>\u00a0<\/span><\/li>
                      • Select the field type Dropdown with Sections<\/span>\u00a0<\/span><\/li>
                      • Label the field appropriately (for example, Department) for both agents and contacts<\/span>\u00a0<\/span><\/li>
                      • Add dropdown choices such as,\u00a0General Inquiry,\u00a0Clinical\u00a0and\u00a0Billing<\/span>\u00a0<\/span><\/li>
                      • Click Save<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                        \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"multi-level-ticket-field\"\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
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                        Step 2:<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/p>

                        • Click Add Section next to the newly created dropdown field<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                          \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"adding-section-desk365\"\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
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                          • Set the Section Title (for example, Billing Section)<\/span>\u00a0<\/span><\/li>
                          • Under Select choices under this section, choose Billing<\/span>\u00a0<\/span><\/li>
                          • Click Save<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                            \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"section-properties\"\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
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                            This ensures that any fields added to this section appear only when Billing is selected.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                            Step 3:\u00a0<\/span><\/b>\u00a0<\/span><\/p>

                            • Inside the Billing Section, click Add Field<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                              \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"add-field-within-billing-section\"\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\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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                              • F<\/span>rom the list of ticket field types, select Encrypted Text Input and click Add<\/span><\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"choose-encrypted-text-input-field\"\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
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                                • Label the field for both agents and contacts (for example, Patient Insurance Details).\u00a0Check Mark as ePHI to\u00a0indicate\u00a0that the field\u00a0contains\u00a0protected health\u00a0information.\u00a0Optionally\u00a0add a tooltip or preview label to explain how the data will be used.<\/span>\u00a0<\/span><\/li><\/ul>
                                  • Then\u00a0configure the view and edit access for\u00a0different roles\u00a0for this ticket field\u00a0and click Save.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
                                    \n\t\t\t\t
                                    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"patient-insurance-details\"\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
                                    \n\t\t\t\t
                                    \n\t\t\t\t\t\t\t

                                    Roles without permission will see the field marked as Restricted, ensuring sensitive insurance data is not exposed.<\/span>\u00a0<\/span><\/p>

                                    With this configuration in place, the Patient Insurance Details field appears only when Billing is selected.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

                                    \n\t\t\t\t
                                    \n\t\t\t\t\t\t\t
                                    • All data\u00a0entered into\u00a0the field is encrypted using AES<\/span>\u00a0<\/span><\/li>
                                    • Access to the field is enforced based on\u00a0role-based\u00a0HIPAA permissions<\/span>\u00a0<\/span><\/li>
                                    • Field access and configuration changes are recorded in Encrypted Field Logs for compliance and audit readiness<\/span>\u00a0<\/span><\/li><\/ul>

                                      By combining Dropdown with Sections, Encrypted Text Input, and role-based HIPAA controls, Desk365 enables healthcare, HR, and finance teams to collect sensitive information securely,\u00a0only when necessary and only by the right people.<\/span>\u00a0<\/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-27685","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\/27685","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=27685"}],"version-history":[{"count":95,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27685\/revisions"}],"predecessor-version":[{"id":36248,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27685\/revisions\/36248"}],"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=27685"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=27685"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}