Zendesk Sunshine Conversations Web Messenger
Accessibility Conformance Report published by Zendesk
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 — 32 criteria
- Supports
- 27
- Partially supports
- 5
- Does not support
- 0
- Not applicable
- 0
- Not evaluated
- 0
Level AA — 24 criteria
- Supports
- 22
- Partially supports
- 2
- Does not support
- 0
- 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 (73)
| Criterion | Name | Level | Conformance | Remarks from vendor |
|---|---|---|---|---|
| 1.1.1 | Non-text Content | A | Supports | Non-text content presented to the user in the product has text alternatives that serve the equivalent purpose. Decorative non-text content is marked as presentational. |
| 1.2.1 | Audio-only and Video-only (Prerecorded) | A | Supports | The product does not contain prerecorded audio- only or video-only media. |
| 1.2.2 | Captions (Prerecorded) | A | Supports | The product does not contain any prerecorded synchronized media (video with audio) that requires captions. |
| 1.2.3 | Audio Description or Media Alternative (Prerecorded) | A | Supports | The product does not contain any prerecorded video media that requires audio descriptions or a media alternative. |
| 1.3.1 | Info and Relationships | A | Partially Supports | In most instances, the product ensures that information, structure, and relationships conveyed through presentation can also be determined programmatically or through text. Exceptions include: • List grouping headings are incorrectly placed inside the list container, and the list is constructed using non-semantic elements, like <div>, on the Conversation List Screen. |
| 1.3.2 | Meaningful Sequence | A | Supports | The product ensures that a correct reading order can be programmatically determined for content whose presentation sequence affects its meaning. |
| 1.3.3 | Sensory Characteristics | A | Supports | The product does not contain instructions that rely solely on sensory characteristics such as shape, size, visual location, or sound. |
| 1.4.1 | Use of Color | A | Supports | The product does not use color as the only visual means of conveying information, indicating an action, or prompting a response. |
| 1.4.2 | Audio Control | A | Supports | The product does not include audio that plays automatically. |
| 2.1.1 | Keyboard | A | Supports | The product ensures that interactive content and functionality is accessible and operable using a keyboard. |
| 2.1.2 | No Keyboard Trap | A | Supports | Where a component can receive keyboard focus, the product allows focus to be moved away using only the keyboard. |
| 2.1.4 | Character Key Shortcuts | A | Supports | The product does not use character key shortcuts. |
| 2.2.1 | Timing Adjustable | A | Supports | The product does not contain time-limited or time- dependent content. |
| 2.2.2 | Pause, Stop, Hide | A | Supports | The product does not contain content that moves, blinks, scrolls, or auto-updates. |
| 2.3.1 | Three Flashes or Below Threshold | A | Supports | The product does not contain flashing content. |
| 2.4.1 | Bypass Blocks | A | Supports | The product provides skip links and other mechanisms to bypass blocks of content repeated on multiple pages. |
| 2.4.2 | Page Titled | A | Supports | Pages of the product consistently provide titles that adequately describe their topic or purpose. |
| 2.4.3 | Focus Order | A | Partially Supports | In most instances, pages of the product can be navigated sequentially with a focus order that matches the logical reading order. Exceptions include: • When launching the chat widget, focus does not move to the modal when the screen reader is running. • On the End user articles, the temporarily hidden Previous item button receives focus and is announced even when not visually present or usable. • The focus order is illogical on the Request Live Agent (dropdown menu). |
| 2.4.4 | Link Purpose (In Context) | A | Partially Supports | In most instances, the product ensures that the purpose of links can be determined from the link text alone or in combination with the surrounding or programmatic context. Exceptions include: • The Zendesk Sunshine Graphic link and multiple article links have insufficiently descriptive accessible names. |
| 2.5.1 | Pointer Gestures | A | Supports | The product does not require multipoint or path- based gestures for operation. |
| 2.5.2 | Pointer Cancellation | A | Supports | The product does not contain functionality that uses a pointer for operation, or the down-event of the pointer is not used to execute any part of the functionality. |
| 2.5.3 | Label in Name | A | Supports | The product ensures that when interface components have visual labels that include text, the provided accessible name contains the visually presented text. |
| 2.5.4 | Motion Actuation | A | Supports | The product does not contain functionality that requires device motion or user motion. |
| 3.1.1 | Language of Page | A | Supports | The product ensures that the default human language used on each page can be programmatically determined. |
| 3.2.1 | On Focus | A | Supports | The product ensures that interface components do not initiate a change of context when receiving focus. |
| 3.2.2 | On Input | A | Supports | The product ensures that interactive components do not initiate a change in context when the component setting is changed unless followed by an explicit user action such as activation of a button or link. |
| 3.2.6 | Consistent Help | A | Supports | Help mechanisms occur in the same order relative to other page content in the product. |
| 3.3.1 | Error Identification | A | Supports | 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. |
| 3.3.2 | Labels or Instructions | A | Partially Supports | In most instances, where user input is required, the product presents adequate labels or instructions for successfully providing that input. Exceptions include: • Form fields are announced as required by screen readers but there is no visual indication. |
| 3.3.7 | Redundant Entry | A | Supports | The product does not request redundant user- entered information in multi-step processes. |
| 4.1.1 | Parsing | A | Supports | For WCAG 2.0, 2.1, and EN 301 549, the September 2023 errata update indicates this criterion is always supported. See the WCAG 2.0 Editorial Errata and the WCAG 2.1 Editorial Errata. |
| 4.1.2 | Name, Role, Value | A | Partially Supports | In most instances, the product contains user interface components whose name, role, state, and value can be programmatically determined. Exceptions include: • The Submit field button on the End user Launch does not provide appropriate information. |
| 1.2.4 | Captions (Live) | AA | Supports | The product does not contain any live synchronized media (video with audio) that requires real-time captioning. |
| 1.2.5 | Audio Description (Prerecorded) | AA | Supports | The product does not contain any prerecorded synchronized media (video with audio) that requires audio descriptions. |
| 1.3.4 | Orientation | AA | Supports | The product does not restrict its view and operation to a single display orientation, such as portrait or landscape. |
| 1.3.5 | Identify Input Purpose | AA | Supports | The product ensures that the purpose of input fields that request information about the user, such as name or email, can be programmatically determined. |
| 1.4.3 | Contrast (Minimum) | AA | Supports | Visual presentation of text and images of text in the product provides a contrast ratio of at least 4.5:1 against adjacent colors. |
| 1.4.4 | Resize text | AA | Supports | The product allows text to be resized without assistive technology up to 200 percent without loss of content or functionality. |
| 1.4.5 | Images of Text | AA | Supports | Except for logos, the product uses text instead of images of text. |
| 1.4.10 | Reflow | AA | Supports | Pages of the product 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. |
| 1.4.11 | Non-text Contrast | AA | Partially Supports | In most instances, the visual presentation of non- text content in the product has a contrast ratio of at least 3:1 against adjacent color(s). Exceptions include: • Graphical objects, like the dots that indicate the Zendesk bot is typing, have a color contrast ratio below 3:1. |
| 1.4.12 | Text Spacing | AA | Supports | The product supports user changes in text style properties, such as line height or text spacing, without loss of content or functionality. |
| 1.4.13 | Content on Hover or Focus | AA | Supports | Content triggered by hover or focus remains visible while triggered, remains visible while moving the pointer over it, and can be dismissed without moving the pointer or changing focus if it obscures other content. |
| 2.4.5 | Multiple Ways | AA | Supports | The product provides multiple ways to navigate through pages in the product |
| 2.4.6 | Headings and Labels | AA | Supports | The product uses headings and labels that describe their topic or purpose. |
| 2.4.7 | Focus Visible | AA | Supports | In most instances, the product provides a visible indication of keyboard focus for elements on each page. |
| 2.4.11 | Focus Not Obscured (Minimum) | AA | Supports | When user interface components receive keyboard focus, they are, at minimum, partially visible. |
| 2.5.7 | Dragging Movements | AA | Supports | The product does not use dragging movements for interactive functionality. |
| 2.5.8 | Target Size (Minimum) | AA | Supports | The size of the target meets the requirements of this criterion in some instances. |
| 3.1.2 | Language of Parts | AA | Supports | Pages of the product present content in a single language. |
| 3.2.3 | Consistent Navigation | AA | Supports | The product ensures that navigational mechanisms repeated across the product are presented consistently and in the same relative order. |
| 3.2.4 | Consistent Identification | AA | Supports | The product ensures that components with the same functionality are identified consistently across pages of the product. |
| 3.3.3 | Error Suggestion | AA | Supports | Where the product automatically detects input errors and provides error messages, the product also provides suggestions for correcting each error. |
| 3.3.4 | Error Prevention (Legal, Financial, Data) | AA | Supports | 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. |
| 3.3.8 | Accessible Authentication (Minimum) | AA | Supports | The product does not require an authentication process. |
| 4.1.3 | Status Messages | AA | Partially Supports | In most instances, the product provides status messages that can be presented to assistive technologies without receiving focus. Exceptions include: • Dynamically changing content areas, like status messages and search results, do not indicate live regions. |
| 4.2.1 | Usage without vision | - | Partially Supports | Where the product provides visual modes of operation, it mostly allows at least one mode of operation that does not require vision so that users without vision can use screen readers to interact with user interface elements as disclosed in: • 1.3.1 Info and Relationships • 2.4.3 Focus Order • 2.4.4 Link Purpose (In Context) • 3.3.2 Labels or Instructions • 4.1.2 Name, Role, Value • 4.1.3 Status messages |
| 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: • 1.4.4 Resize text • 1.4.11 Non-Text Contrast • 1.4.12 Text Spacing • 2.4.3 Focus Order • 2.4.4 Link Purpose (In Context) • 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 | Where the product provides visual modes of operation, it mostly allows at least one mode of operation that does not require user perception of color as disclosed in: • 1.4.11 Non-Text Contrast • 4.1.3 Status messages |
| 4.2.4 | Usage without hearing | - | Partially Supports | Where the product provides auditory modes of operation, it allows at least one mode of operation that does not require hearing as disclosed in: • 4.1.3 Status messages |
| 4.2.5 | Usage with limited hearing | - | Partially Supports | Where the product provides auditory modes of operation, functions of the product are usable for users with limited hearing as disclosed in: • 4.1.3 Status messages |
| 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 actions, functions of the product can be used through alternative actions not requiring manipulation, simultaneous action or hand strength as disclosed in: • 2.4.3 Focus order • 2.4.4 Link purpose (in context) • 4.1.3 Status messages |
| 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: • 4.1.3 Status messages |
| 4.2.9 | Minimize photosensitive seizure triggers | - | Partially Supports | Where the product provides visual modes of operation, the potential for triggering photosensitive seizures is not minimized as disclosed in: • 4.1.3 Status messages |
| 4.2.10 | Usage with limited cognition, language or learning | - | Partially Supports | The product mostly allows for functionality that provides features and presentation that makes it simpler and easier to understand, operate and use except as disclosed in: • 2.4.3 Focus order • 2.4.4 Link purpose (in context) • 3.3.2 Labels or instructions • 1.4.12 Text Spacing • 4.1.3 Status messages |
| 4.2.11 | Privacy | - | Supports | The product maintains user privacy when |
| 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 functionality. |
| 5.5.1 | Means of operation | - | Not Applicable | The product does not have operable parts. |
| 5.6.1 | Tactile or auditory status | - | Not Applicable | The product does not have locking or toggle |
| 5.6.2 | Visual status | - | Not Applicable | The product does not have locking or toggle controls. |
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