Zendesk AI vs Freshdesk: which signs a HIPAA BAA?
Both can be covered by a BAA, on different terms. Zendesk signs one for Zendesk AI only on Zendesk Suite Professional / Enterprise (and Enterprise Support) with Advanced Compliance add-on. Freshworks signs one for Freshdesk only on Freshdesk, Freshchat (standalone), Freshcaller, Freshdesk Omnichannel.
- Business associate
- Zendesk
- Tool
- Zendesk AI
- Plans with a BAA
- Zendesk Suite Professional / Enterprise (and Enterprise Support) with Advanced Compliance add-on
- Checked
- Business associate
- Freshworks
- Tool
- Freshdesk / Freddy AI
- Plans with a BAA
- Freshdesk, Freshchat (standalone), Freshcaller, Freshdesk Omnichannel
- Checked
Side by side
| Zendesk AIZendesk | FreshdeskFreshworks | |
|---|---|---|
| BAA | Some plans only | Some plans only |
| Plans with a BAA | Zendesk Suite Professional / Enterprise (and Enterprise Support) with Advanced Compliance add-on | Freshdesk, Freshchat (standalone), Freshcaller, Freshdesk Omnichannel |
| How to get it | Accept or sign online | Through sales |
| AI features outside the BAA partly covered excluded |
|
|
| Sources | 3 sources | 4 sources |
| Last checked | Oct 11, 2026 | Oct 11, 2026 |
Every plan
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
Freshdesk
- Freshdesk, Freshchat (standalone), Freshcaller, Freshdesk OmnichannelFreshworks says it may mutually execute a BAA with covered entities and business associates. The BAA stays valid only while the customer follows the HIPAA configuration guide (Secure Operating Environment). No eligible pricing tier is named. The articles list a sales/support phone (+1-866-832-3090) and support email; one article names support@freshdesk.com but links to support@freshworks.com. Freshchat is in scope only as the standalone product, not inside Freshsales Suite or Freshmarketer.Conditions apply
- Other Freshworks products (e.g. Freshsales, Freshmarketer, Freshchat in Freshsales Suite)Freshworks says processing ePHI in products other than those listed is not recommended and is not covered by the BAA.No BAA
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.