Zendesk Accessibility Plan - 2025 Progress Report

<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Publication date: </strong>May 30, 2025</span></p><h3 class="wysiwyg-text-align-justify" id="h_01K81J04W1NPY8G0P4P0CKTCG4"><span style="color: #17494d;"><strong>General</strong></span></h3><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Zendesk is pleased to present the Zendesk Accessibility Plan - 2025 Progress Report. Should you require an alternate format of the contents of this Progress Report or a description of our feedback process, you may submit your request by email to the Senior Manager of Culture &amp; Experience and Inclusion at </span><a href="mailto:accessibility@zendesk.com"><span class="wysiwyg-underline">accessibility@zendesk.com</span></a><span style="color: #17494d;">. Zendesk will endeavor to respond to requests to make this Progress Report or a description of our feedback process available in print, large print, Braille, audio format, or an electronic format that is compatible with adaptive technology as soon as possible.</span></p><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">As outlined in the </span><a href="#h_01K81GACZS6K8MNSWZHRK6G0HM"><span class="wysiwyg-underline">Feedback</span></a><span style="color: #17494d;"> section below, we have designated the following individuals to receive feedback on accessibility matters on behalf of Zendesk:</span></p><ul>
<li class="ck-list-marker-color" data-list-item-id="e65b3545813a49df9d9b5d6aa663888ca"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">General accessibility feedback and requests for alternate formats: Senior Manager of Culture &amp; Experience</span></p></li>
<li class="ck-list-marker-color" data-list-item-id="e4bfd60c52c39fa863a6a8cb83b1ffb3a"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Product-related accessibility feedback: Senior Director of Product Accessibility</span></p></li>
</ul><h3 id="h_01K81GACYMDCYMXM83P2SBYRV4"><span style="color: #17494d;"><strong>Removal of barriers</strong></span></h3><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Zendesk has made progress in identifying barriers to accessibility, as further described below:</span></p><div><figure style="width: 100%;" class="wysiwyg-table"><table class="wysiwyg-table-resized">
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<td style="text-align: justify;"><span style="color: #17494d;" class="wysiwyg-font-size-large"><strong>Area</strong></span></td>
<td style="text-align: justify;" colspan="2"><span style="color: #17494d;" class="wysiwyg-font-size-large"><strong>Progress Notes</strong></span></td>
</tr>
<tr>
<td style="text-align: justify;"><h4 id="h_01K81GAT6D6968JGRF0JJJ3S2M"><span style="color: #17494d;" class="wysiwyg-font-size-large">Employment</span></h4></td>
<td colspan="2">
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Progress removing or preventing barriers </strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">We are continuing with the same efforts as before, with no changes. Zendesk is still researching accessibility training for hiring managers, reviewing inclusive hiring practices, and assessing human resources policies for inclusivity. We maintain ongoing consultations with Employee Community leaders, partnerships with external organizations like DisabilityIn, and campaigns to raise awareness of accessibility features. Additionally, our accommodations process for assistive technology requests remains in place to support employee productivity.</span><br> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Updates to timelines</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">We continue to make progress in enhancing accessibility in employment by focusing on eliminating barriers, encouraging inclusivity, and creating equal opportunities for people with disabilities in the workplace.</span></p>
<p> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>New barriers identified</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">None</span><br> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Long-term plans or activities</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">We will continue to uphold and advance the long-term efforts previously described to ensure and maintain accessibility in employment.</span><br> </p>
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<td style="text-align: justify;"><h4 id="h_01K81GBXEMNX3H561NBJCA47SS"><span style="color: #17494d;" class="wysiwyg-font-size-large">Built Environment</span></h4></td>
<td style="text-align: justify;" colspan="2">
<p><span style="color: #17494d;">Please refer to the “</span><a href="#h_01K81GEA62T4WPF8WW2ED69CCD"><span class="wysiwyg-underline">Procurement of facilities and site selection</span></a><span style="color: #17494d;">” section below.</span></p>
<p> </p>
</td>
</tr>
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<td style="text-align: justify;"><h4 id="h_01K81GCK9HE7CHZQF4RS7FN80M"><span style="color: #17494d;" class="wysiwyg-font-size-large">Design and delivery of products made available to customers (including external-facing information communication technologies)</span></h4></td>
<td colspan="2">
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Progress removing or preventing barriers</strong></span></p>
<ul>
<li class="ck-list-marker-color" data-list-item-id="ee95ce56cf0c2f06681943687a3fad0ea"><span style="color: #17494d;">In late 2024 and 2025, we continued our 3rd-party compliance program and published updated Accessibility Compliance reports for our Guide Help Center, Zendesk Web Widget messenger and Support Agent Experience. These and other reports are available on our public Product Accessibility Statement. All audits were based on WCAG 2.2 AA with published reports confirming compliance with WCAG 2.1 AA, Section 508 and EN 301 549.</span></li>
<li class="ck-list-marker-color" data-list-item-id="eadb6dd9346f497e0c01db059ad8cd6f6"><span style="color: #17494d;">Our teams continue to make progress remediating bugs identified in audits. Our messaging teams have minimal or no issues identified in backlogs, Guide Help Center released templating API v4 which made more than 100 accessibility improvements, and Agent Experience continues to prioritize bugs blocking key customer flows. In addition, we completed new audits on our Explore and Admin Center products, with the Admin Center Accessibility Compliance report slotted to be published in June 2025.</span></li>
<li class="ck-list-marker-color" data-list-item-id="e4f84670e4ff2a426ddec216874c9e8cd">
<span style="color: #17494d;">The Product Dev organization invested additional resources in our accessibility automation, enhancing existing testing across the org with new accessibility tooling. In addition, we offered several new training sessions to provide our engineers, testers and designers with the necessary skills to bring accessibility into all areas of the product development life cycle.</span><br> </li>
</ul>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Updates to timelines</strong></span></p>
<ul>
<li class="ck-list-marker-color" data-list-item-id="e06f10dda55ce5d84d49b8fd1e1526564"><span style="color: #17494d;">Zendesk continued to release Accessibility improvements to our end user, admin and agent facing products in 2024 / 2025. Wherever possible these are documented in release notes and in subsequent updates to our Accessibility compliance reports.</span></li>
<li class="ck-list-marker-color" data-list-item-id="e80a9e41b6f15f3e8e0579513f80f1f24"><span style="color: #17494d;">Following industry adoption, we did not begin to adopt WCAG 2.2 as shared in 2024. However, we continue to audit all of our products to WCAG 2.2 criteria, assess the landscape and will begin adoption in 2025.</span></li>
</ul>
<p> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>New barriers identified</strong></span></p>
<ul>
<li class="ck-list-marker-color" data-list-item-id="e33fa7fcb4900c7dfffdb958b9ce0a1d2"><span style="color: #17494d;">Zendesk publishes Accessibility Compliance Reports to inform customers and their employees on any updated exceptions around  WCAG 2.1 AA compliance. In 2024 and early 2025, we published updated audits for our Guide Help Center, Messaging widget for web and Support Agent Experience. Our audit program is ongoing and customers can expect both refreshes of previously published audits, as well as first audits for new product areas as mentioned in the above statements.</span></li>
<li class="ck-list-marker-color" data-list-item-id="ed1af0179edb8ac5aff4d0f8d820a2e36"><span style="color: #17494d;">See below for more details on specific feedback that Zendesk has received, as well as actions we are taking to remediate.</span></li>
</ul>
<p> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Long-term plans or activities</strong></span></p>
<ul>
<li class="ck-list-marker-color" data-list-item-id="e6c958e84127734a0a3a64e83df0fdd0f"><span style="color: #17494d;">Zendesk is fully committed to at minimum meeting WCAG 2.1 AA and exceeding it wherever possible to provide full usability for people with disabilities. All our activities are ongoing, and audits, remediation and quality improvements will continue in 2025.</span></li>
<li class="ck-list-marker-color" data-list-item-id="e1080c579c250b67ec9d83f0f65bfadc8">
<span style="color: #17494d;">In 2025, we are assessing the latest version of the industry standard, WCAG 2.2 AA and aligning with the industry’s adoption. In the meantime, we will extend the scope of all new audits to include all new WCAG 2.2 AA criteria. The results will be documented in future Accessibility Compliance Reports so customers can review our gaps and progress.</span><br><br> </li>
</ul>
</td>
</tr>
<tr>
<td style="text-align: justify;"><h4 id="h_01K81GD2G4QF24W6R57N80NJH1"><span style="color: #17494d;" class="wysiwyg-font-size-large">Information and communication technologies (internal facing)</span></h4></td>
<td colspan="2">
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Progress removing or preventing barriers</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Zendesk supports employee requests for their Accessibility, Accommodations, and Adaptive Computer Technology (AAACT) needs with a formal review of employee requests in HR and subsequent fulfillment/provisioning of accommodation solutions, using 3rd party partners as needed.  See </span><a href="#h_01K81GAT6D6968JGRF0JJJ3S2M"><span class="wysiwyg-underline">Employment </span></a><span style="color: #17494d;">section above.</span></p>
<p> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Updates to timelines</strong></span></p>
<ul><li class="ck-list-marker-color" data-list-item-id="e23da855f4cbef241fac3564325fc2f78"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">The focus group was successfully established as planned in Q1 2025, including Information Technology</span></p></li></ul>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>New barriers identified</strong></span></p>
<ul><li class="ck-list-marker-color" data-list-item-id="e735673a65939888929052515ac9f1e0e"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">None identified</span></p></li></ul>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Long-term plans or activities</strong></span></p>
<ul><li class="ck-list-marker-color" data-list-item-id="e485d88c504aaa0eac83c10ed8ebeeaf8"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Support cross-functional process that allows Zendesk to outline, measure, and report progress (metrics) in supporting AAACT guidelines</span></p></li></ul>
<p> </p>
</td>
</tr>
<tr>
<td style="text-align: justify;"><h4 id="h_01K81GDEF4AFCCMTZ1VJ6WECPV"><span style="color: #17494d;" class="wysiwyg-font-size-large">Other communication</span></h4></td>
<td colspan="2">
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Progress removing or preventing barriers</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Over the past year, Zendesk has made strides toward enhancing accessibility in our communications. A core working group was established in Q1 2025, and it has since identified key content for adaptation and updated our communications to incorporate inclusive language and imagery. The team worked closely with accessibility leaders and provided best practices for accessible communication to both employees and managers, ensuring that these practices are now a core part of all our public-facing materials.</span><br> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Updates to timelines</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">The focus group was successfully established as planned in Q1 2025, and all key milestones have been met on schedule.</span></p>
<p> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>New barriers identified</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">No new barriers identified </span></p>
<p> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Long-term plans or activities</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">We will establish a robust evaluation process that enables Zendesk to outline clear success metrics and monitor our ongoing progress in accessibility.</span></p>
<p> </p>
</td>
</tr>
<tr>
<td style="text-align: justify;"><h4 id="h_01K81GDT82M8ERJQWZYPC7VG42"><span style="color: #17494d;" class="wysiwyg-font-size-large">Procurement of goods and services</span></h4></td>
<td colspan="2">
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Progress removing or preventing barriers: </strong>Continued understanding local requirements in acquisition entities and identifying ways to address needs. </span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Partnered with Legal to streamline contract language and invoice dispute process. </span><br> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Updates to timelines: </strong></span></p>
<ul>
<li class="ck-list-marker-color" data-list-item-id="ed59625e5f47c81b3550e1f489ca105a7"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Coupa Supplier Information Management (SIM) and Supplier Portal as set for launch by end of Q3 2025. </span></p></li>
<li class="ck-list-marker-color" data-list-item-id="e08554b533084e968c98b5cf49532a677"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Discontinued discussion with Allyant as team direction shifted. </span></p></li>
<li class="ck-list-marker-color" data-list-item-id="ed162392ff44582ce0aaaac56db034767"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Continued training for new joiners. </span><br> </p></li>
</ul>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>New barriers identified: </strong>none</span></p>
<p> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Long-term plans or activities: </strong>Learn from peers and suppliers (through QBRs). </span></p>
</td>
</tr>
<tr>
<td style="text-align: justify;"><h4 id="h_01K81GEA62T4WPF8WW2ED69CCD"><span style="color: #17494d;" class="wysiwyg-font-size-large">Procurement of facilities and site selection</span></h4></td>
<td colspan="2">
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Progress removing or preventing barriers </strong>Zendesk is continuing to track areas of improvement related to accessibility within our current global office footprint. </span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Updates to timelines </strong>The development of written guidelines around accessibility requirements for our leased premises which would include relevant accessibility awareness and best practices is still in progress. </span><br> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>New barriers identified </strong>We have identified one location associated with the acquisition of Ultimate in Berlin, Germany that does not meet our accessibility requirements. As such, we are exploring opportunities to relocate our Berlin operations in 2026 to a property that meets our accessibility objectives. </span></p>
<p class="wysiwyg-text-align-justify"><br><span style="color: #17494d;"><strong>Long-term plans or activities </strong>Zendesk will continue to conduct periodic progress reviews against the plan, and will identify additional action items as needed.</span></p>
<p> </p>
</td>
</tr>
<tr>
<td style="text-align: justify;"><h4 id="h_01K81GEFY7H1JSG3901CXQCVFF"><span style="color: #17494d;" class="wysiwyg-font-size-large">Design and delivery of programs and services</span></h4></td>
<td colspan="2">
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Progress removing or preventing barriers</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Zendesk has taken steps toward enhancing accessibility in our programs and services. Our research and discovery have led to a deeper understanding of best practices for designing and delivering accessible solutions. We have engaged in continued consultation with Employee Community leaders, ensuring that their input is central to shaping our programs and services for greater inclusivity and accessibility.</span></p>
<p class="wysiwyg-text-align-justify"> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Updates to timelines</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Zendesk has reviewed best practices for accessibility programs and services, leading to the implementation of several targeted enhancements designed to better serve all team members.</span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">We continue to work with Employee Community leaders, incorporating their insights to address potential barriers and further refine our approach to accessibility.</span></p>
<ul>
<li class="ck-list-marker-color" data-list-item-id="ee00b48ac084b9215bd436283dca404b9"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">We have sustained our commitment to advancing accessibility, with focused efforts on removing barriers and promoting inclusivity in the workplace.</span></p></li>
<li data-list-item-id="e57c61eb2a240d9841ee426ff60713f67"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">As planned, Zendesk conducted focus groups with persons with disabilities within our core service teams in Q4 2024, providing critical feedback that will help guide future improvements</span><span style="color: #374151;"><strong>.</strong></span></p></li>
</ul>
<p> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>New barriers identified</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">No new barriers identified<strong> </strong></span></p>
<p> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;"><strong>Long-term plans or activities</strong></span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">We have established a core working group dedicated to periodically reviewing the accessibility of Zendesk’s programs and services.</span></p>
<p class="wysiwyg-text-align-justify"><span style="color: #17494d;">To bolster our inclusive efforts, we continue to coordinate with Employee Community leaders and our Internal Communications team to raise awareness on the importance of accessible programs. We are also exploring options for operational employees to efficiently collect, respond to, and integrate feedback from persons with disabilities into our ongoing development process.</span></p>
<p class="wysiwyg-text-align-justify"> </p>
</td>
</tr>
<tr>
<td style="text-align: justify;"><h4 id="h_01K81GF3DJM821Y20BVPWPM8SE"><span style="color: #17494d;" class="wysiwyg-font-size-large">Transportation</span></h4></td>
<td style="text-align: justify;" colspan="2">
<p><span style="color: #17494d;">Zendesk does not offer transportation services and therefore has nothing to report under this heading.</span></p>
<p> </p>
</td>
</tr>
</tbody>
</table></figure></div><h3 id="h_01K81GACZQP1BR5EAY0CBARX03"><span style="color: #17494d;"><strong>Consultations</strong></span></h3><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Across all our accessibility efforts, Zendesk endeavors to consult with persons with disabilities during initial planning, as well as through the course of ongoing improvements when we strive to provide regular progress updates.</span></p><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">We continually gather requirements and collect feedback from all our employees and stakeholders. This includes employees with disabilities, such as those represented in our Whole Self Employee Community and Product Accessibility team.</span></p><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">During our product development process, we aim to involve persons with disabilities at multiple stages of our release cycle by:</span></p><ul>
<li class="ck-list-marker-color" data-list-item-id="eeebdb3c826f226f38d8a127919321a6e"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Conducting internal testing with accessibility testing tools and assistive technology. Some of our employees are native users of these technologies.</span></p></li>
<li class="ck-list-marker-color" data-list-item-id="ef10c07d1d02f016d62d04e38b78af986"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Running third-party audits relative to the industry standard, WCAG 2.1 AA, with companies who employ many native users of assistive technology. This year we have upgraded our audits to WCAG 2.2 AA.</span></p></li>
<li class="ck-list-marker-color" data-list-item-id="e4e8cf1b691426ee283ac7f824f987639"><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Collecting customer feedback before release, during EAP/betas and after release via help tickets, our customer community and regular research sessions. Please see below for a summary of received feedback.</span></p></li>
</ul><h3 id="h_01K81GACZS6K8MNSWZHRK6G0HM"><span style="color: #17494d;"><strong>Feedback</strong></span></h3><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">All product feedback is first reviewed by our expert Product Accessibility team before being assigned to product teams with additional technical direction. We strive to prioritize user and customer feedback ahead of audit-driven enhancements. Some improvements/enhancements to highlight in 2024 were improved color contrast in key elements used throughout our product suite, enhanced navigations specifically on the Ticket Page, and monumental progress within the template provided to all customers for their use of the Knowledge Center.  Improvements are tracked by a coordinated quality program with regular reports provided to the highest levels of our product and engineering leadership.</span></p><h3 id="h_01K81GACZSNPYNZ9FXR4CX1D48"><span style="color: #17494d;"><strong>Contact information</strong></span></h3><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">To the attention of: Senior Manager of Culture &amp; Experience  (for general feedback) or Senior Director of Product Accessibility (for product-related feedback)</span></p><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Email address: accessibility@zendesk.com</span></p><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Mailing address: 181 Fremont St. San Francisco, CA 94105</span></p><p class="wysiwyg-text-align-justify"><span style="color: #17494d;">Phone number: 1 (888) 670-4887</span></p>