Zendesk Agent Workspace
Accessibility Conformance Report published by Zendesk
Partial extraction. We read 16 of 31 Level A and 13 of 24 Level AA criteria from this document (53% coverage). The remainder are missing from our extraction, not necessarily from Zendesk's report — their table layout defeated our parser. Treat the figures below as incomplete and read the source document for the full picture.
Conformance by level
Reported by the vendor. WCAG Level AA is the benchmark referenced by ADA Title II, Section 508 and the European Accessibility Act; Level AAA is optional and often left unevaluated.
Level A — 16 criteria
- Supports
- 9
- Partially supports
- 6
- Does not support
- 1
- Not applicable
- 0
- Not evaluated
- 0
Level AA — 13 criteria
- Supports
- 7
- Partially supports
- 5
- Does not support
- 1
- Not applicable
- 0
- Not evaluated
- 0
Source: View the original report published by Zendesk.
These figures are extracted from that document. They are the vendor's own statements, not an independent assessment, and automated extraction can misread a table.
All reported criteria (72)
| Criterion | Name | Level | Conformance | Remarks from vendor |
|---|---|---|---|---|
| 1.1.1 | Non-text Content | A | Partially Supports | Web: Partially Supports |
| 1.2.1 | Audio-only and Video-only (Prerecorded) | A | Partially Supports | Web: The product provides an alternative for time- based media that presents equivalent information for prerecorded audio-only or video-only content. Exceptions include: • Call recordings do not have transcripts |
| 1.2.3 | Audio Description or Media Alternative (Prerecorded) | A | Supports | Web: The product provides appropriate audio descriptions or a media alternative for prerecorded video media. |
| 1.3.2 | Meaningful Sequence | A | Supports | Web: The product ensures that a correct reading order can be programmatically determined for content whose presentation sequence affects its meaning. |
| 1.4.1 | Use of Color | A | Partially Supports | Web: The product does not use color as the only visual means of conveying information, indicating an action, or prompting a response. Exceptions include: • Inline links use color alone to visually indicate they are links • Controls use color alone to visually indicate that they are controls • Some content uses color alone to visually indicate information |
| 2.1.1 | Keyboard | A | Partially Supports | Web: In some instances, the product ensures that interactive content and functionality is accessible and operable using a keyboard or keyboard emulator. Exceptions include: • Interactive controls on many pages cannot be navigated to with the keyboard alone while a screen reader is running • Content can be highlighted with mouse that cannot be operated with the keyboard alone |
| 2.1.4 | Character Key Shortcuts | A | Supports | Web: The product uses character key shortcuts that can be turned off, remapped to non-printable keyboard characters (such as Ctrl, Alt, etc.), or that are active only when the intended component has focus. |
| 2.2.2 | Pause, Stop, Hide | A | Supports | Web: The product allows users to pause, stop, or hide moving, blinking, scrolling, or auto-updating content. |
| 2.4.1 | Bypass Blocks | A | Supports | Web: The product provides skip links and other mechanisms to bypass blocks of content repeated on multiple pages. |
| 2.4.3 | Focus Order | A | Partially Supports | Web: In most instances, pages of the product can be navigated sequentially with a focus order that matches the logical reading order. Exceptions include: • Focus order of interactive elements is not logical on some pages • Some dialogs do not receive focus when they appear and after other dialogs are closed, focus does not return to the triggering element |
| 2.5.1 | Pointer Gestures | A | Supports | Web: The product ensures functionality that uses multipoint or path-based gestures for operation can be operated with a single pointer without a path-based gesture. |
| 2.5.3 | Label in Name | A | Partially Supports | Web: In most instances, the product ensures that when interface components have visual labels that include text, the provided accessible name contains the visually presented text. Exceptions include: • Form controls do not have a programmatically associated label describing their purpose on a few pages |
| 3.1.1 | Language of Page | A | Supports | Web: The product ensures that the default human language used on each page can be programmatically determined. |
| 3.3.1 | Error Identification | A | Supports | Web: Where the product automatically detects input errors, the item or field in error is identified and the error is described to the user in text. |
| 3.3.7 | Redundant Entry | A | Supports | Web: User information that is required to be entered again in the same process is made available to the user without the user having to re- enter information. |
| 4.1.2 | Name, Role, Value | A | Does Not Support | Web: Significant and/or critical portions of the product contain user interface components whose name, role, state, and value cannot be programmatically determined. Examples include: • Form controls do not have programmatically associated labels describing their purpose • Tabs and tablists do not have appropriate name, role and state information • Custom controls do not provide appropriate textual name, role and state information |
| 1.2.5 | Audio Description (Prerecorded) | AA | Supports | Web: The product provides appropriate audio descriptions for prerecorded synchronized media (video with audio). |
| 1.3.5 | Identify Input Purpose | AA | Supports | Web: The product ensures that the purpose of input fields that request information about the user, such as name or email, can be programmatically determined. |
| 1.4.4 | Resize text | AA | Partially Supports | Web: In some instances, the product allows text to be resized without assistive technology up to 200 percent without loss of content or functionality. Exceptions include: • Content is cut off when viewing many pages at 200% browser zoom and a 1280-pixel viewport width |
| 1.4.10 | Reflow | AA | Does Not Support | Web: Pages across the product do not allow for resizing to a minimum width of 320 CSS pixels or vertical height of 256 CSS pixels without loss of content or functionality, and without requiring scrolling in two dimensions. Examples include: • Global Header • Dashboard • Agent Home • Keyboard shortcuts • Search results – Articles and Filters • View Tickets Landing Page • Ticket Details Header and Footer • Ticket Properties • Ticket Conversation Panel • Ticket Events • Omni composer • Customer Profile • Side Conversations List • Side Conversation • Apps |
| 1.4.12 | Text Spacing | AA | Partially Supports | Web: In most instances, the product supports user changes in text style properties, such as line height or text spacing, without loss of content or functionality. Exceptions include: • Content is cut off when viewing some pages with custom text spacing and zoom 200px |
| 2.4.5 | Multiple Ways | AA | Supports | Web: The product provides multiple ways to navigate through pages in the product. |
| 2.4.7 | Focus Visible | AA | Partially Supports | Web: In most instances, the product provides a visible indication of keyboard focus for elements on each page. Exceptions include: • Interactive controls do not have a visible keyboard focus indicator on the Apps page |
| 2.5.7 | Dragging Movements | AA | Supports | Web: When dragging movement is needed for operation the product allows the functionality to be accomplished by a single pointer without dragging. |
| 2.5.8 | Target Size (Minimum) | AA | Partially Supports | Web: The size of the target meets the |
| 3.1.2 | Language of Parts | AA | Supports | Web: Where pages of the product contain text in multiple languages, the language used for each passage can be programmatically determined. |
| 3.2.4 | Consistent Identification | AA | Supports | Web: The product ensures that components with the same functionality are identified consistently across pages of the product. |
| 3.3.4 | Error Prevention (Legal, Financial, Data) | AA | Supports | Web: The product does not cause financial transactions or legal commitments to occur. User- controllable data is checked before submission and can be reversed or revised after submission. |
| 4.1.3 | Status Messages | AA | Partially Supports | Web: In some instances, the product provides status messages that can be presented to assistive technologies without receiving focus. Exceptions include: • Search results appear but are not announced to screen reader users on a few pages |
| 502.2.1 | User Control of Accessibility Features | - | Not Applicable | Software does not contain platform |
| 502.2.2 | No Disruption of Accessibility Features | - | Not Applicable | Software does not contain platform features. |
| 502.3.1 | Object Information | - | Partially Supports | To some degree, objects in the product correctly report their name, role, state, boundary, and description information to assistive technologies, except as disclosed in: • 1.3.1 Info and Relationships • 4.1.2 Name, Role, Value |
| 502.3.2 | Modification of Object Information | - | Partially Supports | To some degree, states and properties |
| 502.3.3 | Row, Column, and Headers | - | Supports | The product appropriately associates rows, columns, and headers for data tables. |
| 502.3.4 | Values | - | Partially Supports | In the product any current value(s), |
| 502.3.5 | Modification of Values | - | Partially Supports | In the product values that can be set by the user can sometimes be set programmatically, except as disclosed in: • 4.1.2 Name, Role, Value |
| 502.3.6 | Label Relationships | - | Partially Supports | To some degree, component labels in |
| 502.3.7 | Hierarchical Relationships | - | Partially Supports | To some degree, the hierarchical relationships for components in the product are determinable by assistive technologies, except as disclosed in: • 1.3.1 Info and Relationships |
| 502.3.8 | Text | - | Supports | In the product, the content of text |
| 502.3.9 | Modification of Text | - | Supports | In the product, text that can be set by the user is able to be set programmatically. |
| 502.3.10 | List of Actions | - | Partially Supports | In the product the list of all actions that |
| 502.3.11 | Actions on Objects | - | Supports | The product allows users to perform actions on objects programmatically. |
| 502.3.12 | Focus Cursor | - | Supports | Supports |
| 502.3.13 | Modification of Focus Cursor | - | Supports | The product’s user interface elements for text editing allow for the programmatic modification of tracking focus, text insertion points, and selecting attributes. |
| 502.3.14 | Event Notification | - | Supports | In the product, notification of events |
| 503.4.1 | Caption Controls | - | Not Applicable | The product does not provide user |
| 503.4.2 | Audio Description Controls | - | Not Applicable | The product does not provide user controls for program selection. |
| 504.2.1 | Preservation of Information Provided for Accessibility in Format Conversion | - | Supports | The product preserves information |
| 504.2.2 | PDF Export | - | Not Applicable | The product is not capable of exporting PDFs that conform to PDF 1.7. |
| 4.2.1 | Usage without vision | - | Partially Supports | Partially Supports |
| 4.2.2 | Usage with limited vision | - | Partially Supports | Where the product provides visual modes of operation, it mostly provides features that enable users to make better use of their limited vision as disclosed in: • 1.1.1 Non-text content • 1.2.1 Audio-only and video only (prerecorded) • 1.4.1 Use of Color • 1.4.3 Contrast (minimum) • 1.4.4 Resize text • 1.4.10 Reflow • 1.4.11 Non-Text Contrast • 1.4.12 Text Spacing • 1.4.13 Content on Hover or Focus • 2.1.1 Keyboard • 2.1.2 No keyboard trap • 2.4.3 Focus order • 2.4.4 Link purpose (in context) • 2.4.6 Headings and labels • 2.4.7 Focus visible • 3.2.2 On Input • 3.3.2 Labels or instructions • 4.1.2 Name, role, value • 4.1.3 Status messages |
| 4.2.3 | Usage without perception of colour | - | Partially Supports | Partially Supports |
| 4.2.4 | Usage without hearing | - | Partially Supports | Where the product provides auditory modes of operation, it mostly allows at least one mode of operation that does not require hearing as disclosed in: • 1.2.1 Audio-only and video only (prerecorded) |
| 4.2.5 | Usage with limited hearing | - | Partially Supports | Where the product provides auditory |
| 4.2.6 | Usage with no or limited vocal capability | - | Supports | Where the product requires vocal input from users, functions of the product do not require users to generate vocal output. |
| 4.2.7 | Usage with limited manipulation or strength | - | Partially Supports | Where the product requires manual |
| 4.2.8 | Usage with limited reach | - | Partially Supports | Where the product requires manual actions, functions of the product can mostly be used through alternative actions not requiring manipulation, simultaneous action or hand strength as disclosed in: • 2.5.3 Label in Name • 4.1.3 Status messages |
| 4.2.9 | Minimize photosensitive seizure triggers | - | Supports | The product does not contain flashing |
| 4.2.10 | Usage with limited cognition, language or learning | - | Partially Supports | The product mostly allows for functionality that provides features and/or presentation that makes it simpler and easier to understand, operate and use as disclosed in: • 1.4.12 Text Spacing • 1.4.13 Content on Hover or Focus • 2.4.3 Focus order • 2.4.4 Link purpose (in context) • 2.4.6 Headings and labels • 2.4.7 Focus visible • 2.5.3 Label in Name • 3.2.2 On Input • 3.3.2 Labels or instructions • 4.1.3 Status messages |
| 4.2.11 | Privacy | - | Supports | Supports |
| 5.1.4 | Functionality closed to text enlargement | - | Not Applicable | The product does not have any closed functionality. |
| 5.1.5 | Visual output for auditory information | - | Not Applicable | The product does not have any closed |
| 5.1.7 | Access without speech | - | Not Applicable | The product does not have any closed |
| 5.5.1 | Means of operation | - | Not Applicable | The product does not have operable parts. |
| 5.5.2 | Operable parts discernibility | - | Not Applicable | The product does not have operable |
| 5.6.1 | Tactile or auditory status | - | Not Applicable | The product does not have locking or |
| 5.6.2 | Visual status | - | Not Applicable | The product does not have locking or toggle controls. |
| 11.6.1 | User control of accessibility features | - | Supports | The product provides sufficient modes of operation for user control over documented platform accessibility features. |
| 11.6.2 | No disruption of accessibility features | - | Supports | The product does not disrupt normal |
| 11.8.3 | Preservation of accessibility information in transformations | - | Partially Supports | The product preserves some of its accessibility information in the output. |
| 11.8.4 | Repair assistance | - | Does Not Support | The product does not provide repair |
| 11.8.5 | Templates | - | Not Applicable | The product does not provide templates. |
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