zendesk-guide-and-gather
Accessibility Conformance Report published by Zendesk
Partial extraction. We read 30 of 31 Level A and 20 of 24 Level AA criteria from this document (91% 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 — 30 criteria
- Supports
- 21
- Partially supports
- 9
- Does not support
- 0
- Not applicable
- 0
- Not evaluated
- 0
Level AA — 20 criteria
- Supports
- 12
- Partially supports
- 8
- 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 (70)
| Criterion | Name | Level | Conformance | Remarks from vendor |
|---|---|---|---|---|
| 1.1.1 | Non-text Content | A | Partially Supports | Web: Some non-text content presented to the user in the product has text alternatives that serve the equivalent purpose. Exceptions include: • Some icons lack textual equivalents, including icons used to indicate the presence of errors, file attachments, and award badges. |
| 1.2.1 | Audio-only and Video-only (Prerecorded) | A | Supports | Web: The product does not contain prerecorded audio-only or video-only media. |
| 1.2.2 | Captions (Prerecorded) | A | Supports | Web: 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 | Web: 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 | Web: In some instances, the product ensures that information, structure, and relationships conveyed through presentation can also be determined programmatically or through text. Exceptions include: • There is content that functions as a heading but does not use heading markup, including the “Show and hide columns” dialog heading and “Does this article answer your question?” • The “CC” field for messages is not programmatically associated with the visible label. • There are inline error messages that are not programmatically associated with their corresponding fields. |
| 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. |
| 1.3.3 | Sensory Characteristics | A | Supports | Web: 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 | Partially Supports | Web: In most instances, the product does not use color as the only visual means of conveying information, indicating an action, or prompting a response. Exceptions include: • In the “Edit Post” dialog, the “Title” field uses color alone to communicate an error state. |
| 1.4.2 | Audio Control | A | Supports | Web: The product does not include audio that plays automatically. |
| 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: • Date-picker controls are not keyboard operable when submitting a request. • Some toolbar controls for comments and posts cannot be navigated to using the keyboard alone. |
| 2.1.2 | No Keyboard Trap | A | Supports | Web: 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 | Web: The product does not use character key shortcuts. |
| 2.2.1 | Timing Adjustable | A | Supports | Web: The product allows users to turn off, adjust, or extend time limits imposed for content before expiration. |
| 2.2.2 | Pause, Stop, Hide | A | Supports | Web: The product does not contain content that moves, blinks, scrolls, or auto-updates. |
| 2.3.1 | Three Flashes or Below Threshold | A | Supports | Web: The product does not contain flashing 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. |
| 2.4.2 | Page Titled | A | Supports | Web: Pages of the product provide titles that adequately describe their topic or purpose. |
| 2.4.3 | Focus Order | A | Partially Supports | Web: In some instances, pages of the product can be navigated sequentially with a focus order that matches the logical reading order. Exceptions include: • Focus is lost after the “Show and hide columns” menu button is activated. • After submitting a form when inline errors are present, focus does not move to the first field in error. • Controls to expand/collapse accordions receive focus after the associated content rather than before. |
| 2.4.4 | Link Purpose (In Context) | A | Supports | Web: 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. |
| 2.5.1 | Pointer Gestures | A | Supports | Web: The product does not require multipoint or path-based gestures for operation. |
| 2.5.2 | Pointer Cancellation | A | Supports | Web: The product ensures that functionality on pointer down-event is completed only when the user releases the pointer or allows the user to abort and/or undo the action. |
| 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: • When submitting a request, the “Description” field does not include the visible text label within its accessible name. |
| 2.5.4 | Motion Actuation | A | Supports | Web: The product does not contain functionality that requires device motion or user motion. |
| 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. |
| 3.2.1 | On Focus | A | Supports | Web: The product ensures that interface components do not initiate a change of context when receiving focus. |
| 3.2.2 | On Input | A | Supports | Web: 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. |
| 3.3.1 | Error Identification | A | Partially 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. |
| 3.3.2 | Labels or Instructions | A | Partially Supports | Web: In most instances, where user input is required, the product presents adequate labels or instructions for successfully providing that input. Exceptions include: • The “Add comment” fields lack persistent visual labels. |
| 4.1.1 | Parsing | A | Supports | For WCAG 2.0, 2.1, EN 301 549, and Revised 508 Standards, 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 | Web: In most instances, the product contains user interface components whose name, role, state, and value can be programmatically determined, and whose state, properties, and value, where applicable, can be programmatically set. Exceptions include: • “Sort by” menu buttons do not communicate their state (expanded/collapsed). • On the Community Topics landing page, the “Community Topics” menu button does not communicate its state (expanded/collapsed) when the page initially loads. • When adding a comment, the aria-checked attribute is improperly applied to toolbar buttons. |
| 1.2.4 | Captions (Live) | AA | Supports | Web: 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 | Web: The product does not contain any prerecorded synchronized media (video with audio) that requires audio descriptions. |
| 1.3.4 | Orientation | AA | Supports | Web: 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 | 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. |
| 1.4.3 | Contrast (Minimum) | AA | Partially Supports | Web: In most instances, the visual presentation of text and images of text in the product provides a contrast ratio of at least 4.5:1 against adjacent colors. Exceptions include: • When adding a comment, the label for the “CC” field has a 2.84:1 contrast ratio. |
| 1.4.4 | Resize text | AA | Partially Supports | Web: In most instances, the product allows text to be resized without assistive technology up to 200 percent without loss of content or functionality. Exceptions include: • Content within the “Show and hide columns” dialog gets cut off when viewing the page at 200% browser zoom and a 1280-pixel viewport width. |
| 1.4.5 | Images of Text | AA | Supports | Web: Except for logos, the product uses text instead of images of text. |
| 1.4.10 | Reflow | AA | Partially Supports | Web: In most instances, 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. Exceptions include: • The controls for adding a comment are cut off when the page has a viewport width of 320 CSS pixels. • The “Show and hide columns” dialog gets cut off when the page has a viewport width of 320 CSS pixels. |
| 1.4.11 | Non-text Contrast | AA | Partially Supports | Web: In some 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: • Input field borders and checkbox borders throughout the product have a contrast ratio of 1.38:1. |
| 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: • Some badge names are cut off when viewing the “Award badges” dialog with custom text spacing. |
| 1.4.13 | Content on Hover or Focus | AA | Supports | Web: Content in the product that is 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 | Web: The product provides multiple ways to navigate through pages in the product. |
| 2.4.6 | Headings and Labels | AA | Partially Supports | Web: The product uses headings and labels that describe their topic or purpose in some instances. Exceptions include: • The text fields for posts and comments have insufficiently descriptive accessible names (such as “Editor editing area: main”). • Comment actions buttons and buttons to indicate whether a post is helpful have insufficiently descriptive accessible names. (They do not indicate which comment or post they are associated with.) |
| 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: • When adding a comment, the “Add file or drop files here” control and the “Submit” button lack visible keyboard focus indicators. |
| 3.1.2 | Language of Parts | AA | Supports | Web: Pages of the product present content in a single language. |
| 3.2.3 | Consistent Navigation | AA | Supports | Web: 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 | Web: The product ensures that components with the same functionality are identified consistently across pages of the product. |
| 3.3.3 | Error Suggestion | AA | Supports | Web: 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 | Web: Where the product causes changes to user- controllable data to occur, user input fields are checked for errors, and the user is provided the opportunity to correct them. |
| 4.1.3 | Status Messages | AA | Partially Supports | Web: In most instances, the product provides status messages that can be presented to assistive technologies without receiving focus. Exceptions include: • When users filter requests on the Requests page, the number is requests displayed is not announced to screen reader users as it updates. • When attempting to add a comment, the “Could not add an empty comment” error message dynamically appears but is not announced to screen reader users. |
| 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 • 1.4.1 Use of Color • 2.1.1 Keyboard • 2.4.3 Focus Order • 3.3.2 Labels or Instructions • 4.1.2 Name, Role, Value • 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 • 2.4.6 Headings and Labels • 2.4.7 Focus Visible • 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: • 1.4.1 Use of Color • 1.4.11 Non-Text Contrast |
| 4.2.4 | Usage without hearing | - | Supports | Where the product provides auditory modes of operation, it allows at least one mode of operation that does not require hearing. |
| 4.2.5 | Usage with limited hearing | - | Supports | Where the product provides auditory modes of operation, functions of the product are usable for users with limited hearing. |
| 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 mostly be used through alternative actions not requiring manipulation, simultaneous action or hand strength as disclosed in: • 2.1.1 Keyboard • 2.4.3 Focus Order • 2.5.3 Label in Name • 2.4.7 Focus Visible |
| 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 |
| 4.2.9 | Minimize photosensitive seizure triggers | - | Supports | The product does not contain flashing content. |
| 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: • 2.4.3 Focus Order • 3.3.2 Labels or Instructions • 1.4.12 Text Spacing • 2.4.7 Focus Visible |
| 4.2.11 | Privacy | - | Supports | The product maintains user privacy when accessibility features are used. |
| 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 functionality. |
| 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. |
| 12.1.1 | Accessibility and compatibility features | - | Supports | Documentation, about how to use the accessibility and compatibility features, includes accessibility features that are built-in and accessibility features that provide compatibility with assistive technology. |
| 12.2.2 | Information on accessibility and compatibility features | - | Supports | ZenDesk support services provide information on the accessibility and compatibility features that are mentioned in the product documentation. |
| 12.2.3 | Effective communication | - | Partially Supports | ZenDesk provides support services in the form of an interactive chatbot and email support. More information about the interactive chatbot can be found in the ZenDesk Web Widget ACR. |
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