Intercom Fin vs Zendesk AI: which signs a HIPAA BAA?
Both can be covered by a BAA, on different terms. Intercom signs one for Intercom Fin only on Intercom Expert; Fin workspaces (Fin AI Agent standalone). Zendesk signs one for Zendesk AI only on Zendesk Suite Professional / Enterprise (and Enterprise Support) with Advanced Compliance add-on.
- Business associate
- Intercom
- Tool
- Intercom Fin
- Plans with a BAA
- Intercom Expert; Fin workspaces (Fin AI Agent standalone)
- Checked
- Business associate
- Zendesk
- Tool
- Zendesk AI
- Plans with a BAA
- Zendesk Suite Professional / Enterprise (and Enterprise Support) with Advanced Compliance add-on
- Checked
Side by side
| Intercom FinIntercom | Zendesk AIZendesk | |
|---|---|---|
| BAA | Some plans only | Some plans only |
| Plans with a BAA | Intercom Expert; Fin workspaces (Fin AI Agent standalone) | Zendesk Suite Professional / Enterprise (and Enterprise Support) with Advanced Compliance add-on |
| How to get it | Request by email | Accept or sign online |
| AI features outside the BAA partly covered excluded | None listed |
|
| Sources | 3 sources | 3 sources |
| Last checked | Oct 11, 2026 | Oct 11, 2026 |
Every plan
Intercom Fin
- Intercom ExpertThe pricing page lists 'HIPAA support' as an Expert feature. ePHI may not be sent before a BAA is signed. Edits to Intercom's BAA template are considered only above a minimum spend, and a customer's own BAA paper needs legal review.Signs a BAA
- Fin workspaces (Fin AI Agent standalone)The help center says all Fin workspaces are eligible for a BAA. The customer must be a covered entity or business associate.Signs a BAA
- Intercom Essential / AdvancedThe help center requires an 'eligible pricing plan' without naming plans. The pricing page shows HIPAA support only on Expert.Not confirmed
Zendesk AI
- Zendesk Suite Professional / Enterprise (and Enterprise Support) with Advanced Compliance add-onRequires buying Advanced Compliance and signing the online BAA, which is self-serve through Ironclad and needs an existing Zendesk Customer Agreement or Order Form. The customer must also follow Zendesk's security configuration requirements for HIPAA-enabled accounts. Contact Center also needs a separate AWS BAA.Signs a BAA
- Other Zendesk plans (e.g., Suite Team) / plans without Advanced ComplianceThese plans are not among the 'Healthcare Enabled Service Plans' Zendesk lists, and nothing explicitly addresses them.Not confirmed
If you handle patient data
Either can work. Choose on features and price, then make sure you’re on a plan listed above and the BAA is signed before anyone enters protected health information. Keep PHI out of the AI features listed as outside the BAA.
More comparisons
A signed BAA is necessary but not sufficient for HIPAA compliance, which also depends on configuration, access controls, and your own policies. Verdicts summarize the vendor's own published terms as of the date checked; confirm with the vendor and your counsel before sending protected health information. Not legal advice.