Making Zendesk products accessible

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<p class="p" dir="ltr">At Zendesk, it’s important to make our products accessible and easy for
everyone to use, including people who rely on assistive technology.</p>
<p class="p">As our products continue to evolve, accessibility is a priority. Our goal is not only
to meet the industry standard (<a class="xref" href="https://www.w3.org/TR/WCAG21/" target="_blank">WCAG 2.1 AA</a>), but also to go beyond it
wherever possible. </p>
<p class="p">This article describes some of the most notable accessibility features in Zendesk
products. For additional information, including our compliance audits, refer to
<a class="xref" href="https://www.zendesk.com/company/agreements-and-terms/accessibility/" target="_blank">Zendesk Product Accessibility</a>.</p>
<p class="p" dir="ltr">This article includes the following sections:</p>
<ul class="ul" id="topic-1__ul_fqg_xs2_dfb">
<li class="li" dir="ltr"><a class="xref" href="#topic_pky_zs2_dfb">Accessibility features in Zendesk products</a></li>
<li class="li"><a class="xref" href="#topic_azb_z52_dfb">Accessibility Recommendations for users</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pky_zs2_dfb">
<h2 class="title topictitle2" id="ariaid-title2">Accessibility features in Zendesk products</h2>
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<p class="p">Zendesk products include these accessibility features:</p>
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<th class="entry cellrowborder" id="d48e82">Feature</th>
<th class="entry cellrowborder" id="d48e85">Description</th>
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<td class="entry cellrowborder" headers="d48e82">Navigation, page titles, and headings</td>
<td class="entry cellrowborder" headers="d48e85">Zendesk products use consistent navigation methods.
Page titles, headings, and labels describe the topic
or purpose. Content is presented in the correct
reading sequence.</td>
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<td class="entry cellrowborder" headers="d48e82">Style sheet flexibility</td>
<td class="entry cellrowborder" headers="d48e85">To help improve visibility, many users prefer to
configure their own style sheets. Zendesk does not
specifically block user style sheets or use inline
style sheets (with the exception of some reporting
features).</td>
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<td class="entry cellrowborder" headers="d48e82">Keyboard shortcuts</td>
<td class="entry cellrowborder" headers="d48e85">As an alternative to point and click, Zendesk
supports a number of keyboard shortcuts to enable
the primary functionality of the application. <p class="p">The
Zendesk team is working to improve ticket fields
within the Support interface and standardize
keyboard interactions. Some drop-down components
in Support allowed for the selection of menu items
through the use of the Tab key, but others didn't.
</p>
<p class="p">To fix this inconsistency, the Product team
follows <a class="xref" href="https://www.w3.org/TR/wai-aria-practices/#menu" target="_blank">WAI-ARIA</a>
guidance in reserving the Tab key for navigation
and the Enter and Space keys for selection.
Autocomplete drop-down components only allow for
selection through the Enter key.</p>
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<td class="entry cellrowborder" headers="d48e82">Image tagging, text alternatives</td>
<td class="entry cellrowborder" headers="d48e85">Many images are textually tagged or otherwise
available to assistive technology. </td>
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<td class="entry cellrowborder" headers="d48e82">Image consistency</td>
<td class="entry cellrowborder" headers="d48e85">Zendesk is actively working on bringing consistency
to all icons to make sure the meaning assigned to
those images is consistent throughout our
products.</td>
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<td class="entry cellrowborder" headers="d48e82">Image maps</td>
<td class="entry cellrowborder" headers="d48e85">Zendesk does not use server-side or client-side
image maps that can obscure or hide application
controls from screen readers.</td>
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<td class="entry cellrowborder" headers="d48e82">Background images</td>
<td class="entry cellrowborder" headers="d48e85">Zendesk uses background images presented via
cascading style sheets (CSS). In many cases, these
background images are used for cosmetic purposes and
do not restrict control.</td>
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<td class="entry cellrowborder" headers="d48e82">Links</td>
<td class="entry cellrowborder" headers="d48e85">Zendesk products contain links which indicate their
purpose, in context.</td>
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<td class="entry cellrowborder" headers="d48e82">Communications channels</td>
<td class="entry cellrowborder" headers="d48e85">Zendesk supports multiple communications channels,
including email, talk, and chat, that give users
communication options.</td>
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<td class="entry cellrowborder" headers="d48e82">Speech and hearing alternatives</td>
<td class="entry cellrowborder" headers="d48e85">Zendesk products do not contain any features that
require user speech or hearing, unless the voice
channel is activated.</td>
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<td class="entry cellrowborder" headers="d48e82">Animations</td>
<td class="entry cellrowborder" headers="d48e85">Some animations are included, but they are not used
in conjunction with basic product
functionality.</td>
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<td class="entry cellrowborder" headers="d48e82">Color recognition</td>
<td class="entry cellrowborder" headers="d48e85">To help users with color recognition issues, color
coding is not the only means of conveying
information to indicate an action, prompt a
response, or distinguish a visual element. Other
design elements are included. All information
conveyed with color is also available without color,
for example from context or markup. </td>
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<td class="entry cellrowborder" headers="d48e82">Display attributes</td>
<td class="entry cellrowborder" headers="d48e85">Zendesk products do not override user-selected
contrast and color selections and other individual
display attributes. </td>
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<td class="entry cellrowborder" headers="d48e82">Flashing and blinking</td>
<td class="entry cellrowborder" headers="d48e85">No features of Zendesk use flashing or blinking
greater than 2 Hz or lower than 55Hz.</td>
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<td class="entry cellrowborder" headers="d48e82">Tables</td>
<td class="entry cellrowborder" headers="d48e85">To aid screen reader technology, row and column
headings are identified in tables.</td>
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<td class="entry cellrowborder" headers="d48e82">Application plug-ins</td>
<td class="entry cellrowborder" headers="d48e85">No additional plug-ins are necessary to view or
interact with content on Zendesk products. </td>
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<td class="entry cellrowborder" headers="d48e82">Forms</td>
<td class="entry cellrowborder" headers="d48e85">Zendesk pays careful attention to standards when
marking up forms. In a few cases, labels may not
have relevant “for” properties to associate them
with their relevant input.</td>
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<td class="entry cellrowborder" headers="d48e82">Time limits</td>
<td class="entry cellrowborder" headers="d48e85">Users can take as long as they need to complete
tasks. There are no time-limited features or items
of functionality in Zendesk products.</td>
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<td class="entry cellrowborder" headers="d48e82">Product support documentation</td>
<td class="entry cellrowborder" headers="d48e85">End users with disabilities can request product
support documentation in alternate formats. Admins
can modify the look of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842914714-Help-Center-CSS-cookbook-Guide-Professional-and-Enterprise-" target="_blank">Zendesk Help
Center.</a>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_azb_z52_dfb">
<h2 class="title topictitle2" id="ariaid-title3">Accessibility Recommendations for users</h2>
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<p class="p">For best results, Zendesk recommends that users do the following:</p>
<ul class="ul" id="topic_azb_z52_dfb__ul_xbv_dw2_dfb">
<li class="li">Become familiar with Zendesk keyboard shortcuts. For more information,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832849946-Viewing-and-disabling-keyboard-shortcuts" target="_blank">Viewing and disabling keyboard
shortcuts</a>.</li>
<li class="li">Take advantage of <a class="xref" href="http://www.lostsaloon.com/technology/using-a-custom-stylesheet-in-a-web-browser/" target="_blank">personal style sheets</a> or
adjust browser settings to meet your accessibility needs.</li>
<li class="li">Get familiar with features that allow you to customize the Support
ticket interface, including <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9011095783322" target="_blank">using dark mode</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882#topic_vpl_wfh_1qb" target="_blank">changing text color</a>, and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447690090138" target="_blank">creating customized
layouts</a>. </li>
<li class="li">If you have a help center, familiarize yourself with guidelines for
making your help center and its content more accessible. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5318477060250" target="_blank">Making your help center
accessible</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5275654678554" target="_blank">Creating accessible help center
content</a>
</li>
<li class="li">To report accessibility issues that you find with our products, email us
at <a class="xref" href="mailto:product-accessibility@zendesk.com" target="_blank">product-accessibility@zendesk.com</a>. Your feedback
is important to us.</li>
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