Is there a dark mode for Zendesk Support?

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61 Comments

  • Riccardo Marchesi

    We don't want to be redirected to another tool. We want a native solution! This is going on for years already! It's ridiculous for a company as big as Zendesk to treat UX like that!

    6
  • Lizyer Maxim

    We haven't heard any update from Zendesk's Product managers since June 15. 

    Any progress on this? it's been months...

    2
  • Juan

    Alternatives that support native dark mode makes Zendesk UI look outdated... some years ago  Zendesk was top notch in UI, hoped you guys refocused on this.

    1
  • CJ Johnson

    Unfortunately, Zendesk recently reaffirmed there are no plans on their side to develop a dark mode, and to refer to a closed, 2020 feature request that is marked "not planned" encouraging people to upvote it if they want it.  You can see the comment directly in this also closed thread that cannot be replied to: https://support.zendesk.com/hc/en-us/community/posts/4409217586714-dark-theme

    0
  • Cliff Davis

    Check out Freshdesk.  They actually listen to user requests.

     

    3
  • Lizyer Maxim

    This was posted for nothing then. They didn't even bother to come back to us.

    3
  • Anatoly Cherenkov

    +1 for the native dark mode support. It would be great if it applied the dark theme based on whether the browser or system is in dark mode.

    1
  • Tony Jansson

    +1 for dark mode

    1
  • William Szewc

    New customer just going live - no dark mode is a dissatisfier for the team.  Third party browser integrations are not an option - the team is diversified across various OSs and browsers.  There are also different skill levels across the team - managing extensions for some would require additional support. 

     

    This needs to be a native feature.

    3
  • Gareth Evans

    Agreed: Dark mode must be a native feature.

    From my perspective, it seems that the effort required to implement Dark Mode has been deemed (by Zendesk product team) not worth the ROI. A more direct correlation between dark mode and lost revenue would change this perception.

    There is a larger industry push towards accessible interfaces, intended to provide users with different types of disabilities access to the web. https://wcag.com/resource/what-is-wcag/

    Zendesk themselves have acknowledged this push: https://www.zendesk.com/company/agreements-and-terms/accessibility/

    Note there that the reports they provide are from 2019. A TLDR is that most Zendesk products have partial support (at best AA rather than the full AAA) for the WCAG 2.0 standard. In the three years since those reports, WCAG 2.1 is the new standard.

    WCAG 2.1 support isn’t a legal standard: however, we are beginning to see mandates at the US state level (Colorado for example). This means that if a product does not support WCAG 2.1, the state will not allow its use. Therefore, Zendesk (and any other web application vendor) is now seeing pressure to implement the standard or face lost revenue.

    My theory is that the scope of work involved in adding Dark Mode to Zendesk is a (small) subset of the work required to implement WCAG 2.1 support. Therefore, once we see improvement in accessibility design in Zendesk we will eventually see native Dark Mode implemented.

     

    2
  • Tim Peters

    There was a complete overhaul of the Zendesk UI... And there is STILL no dark mode option? Are you serious? Come on. It's almost 2023. I have to stare into this glare eight hours a day. 

    2
  • Kyle O'Brien

    Proud of Growthdot taking advantage of what's a missing feature to me, but I'm not willing to pay $2 out of pocket per user to have a "dark mode."  Midnight Lizard and Dark Reader are on par, but I like some of the small differences from Midnight Lizard.

    1
  • ABOUD

    I can't believe that a company like Zendesk still hasn't implemented a dark theme even after seeing how many people are waiting for it after growthdot.com decided to charge people for a dark theme.

    I'm also using the Dark Reader extension and it is okay. The dark theme by growthdot.com looked much better.

    Let's see how long are we going to wait to get a native dark theme from Zendesk!

    3
  • Chetan Rawat

    Hey ZD team, my eyes are loosing sight. Pls add a Dark Mode. Would be forever grateful.
    Thanks 

    4
  • Anastasia Kachanova

    +1 for dark mode

     
    6
  • Jay Scott

    Really wish you could build this in. We do not wish to utilize 3rd party extensions. This functionality should be made available from Zendesk direct and not 3rd party vendors. 

    4
  • 이지훈(Lee jihoon)

    I just need to put the color list for dark mode into the css of the Copenhagen theme using "prefers-color-scheme: dark". Will this take a long time?

    1
  • Jay R.

    I'd love a native solution too!

    1
  • Atanas Tomov

    +1

    I would love to see it too. Currently there are workarounds with 3-rd party add-ons, however they do not suffice and even sometimes instead of making it more convenient, it becomes more problematic due to color inversion, color locked text fields which become invisible etc.

    2
  • Trey Blancher

    The lack of a native dark mode theme for Zendesk almost caused real problems for me today.  I didn't realize I was posting in an internal note, due to Dark Reader's color inversion making the yellow background of the input box invisible.  Luckily it was meant to be a public reply, so when the end user didn't respond for over an hour I reviewed the ticket and saw what I had done.  Copying and pasting my intended response was not a problem.

    But what if it had been the other way around?  An internal note accidentally being posted as a public reply?  Zendesk does not appear to give the option to retract public replies.  If Zendesk had a proper dark mode theme (that I could then disable Dark Reader on our Zendesk portal), I wouldn't have made such a mistake.

    4
  • Harper Dane
    Zendesk Luminary

    Just here to add my +1 to all the folks asking for a native dark mode. For folks who suffer from vertigo and extreme light sensitivity, this isn't just a "nice to have" — it's a health and accessibility issue. I hope Zendesk considers adding dark mode support soon!

    4
  • Ashley Moore


    +1 This should a basic feature. 

    2
  • ABOUD

    I just contacted Zendesk's CEO on LinkedIn and sent him a link to this thread. Not sure if this would help, but hopefully, it will.

    4
  • Jennifer Vargas
    Zendesk Product Manager

    Hi Aboud,

    Thanks for bringing this issue to Tom's attention, and for your patience. We have, indeed, been working toward dark mode over the last few years. Behind the scenes, we've been modernizing the front end platform through Agent Workspace to enable us to be able to support dark mode. Thanks to some dedicated work in the last 18mo, it is approaching a point where we may (finally) be able to introduce dark mode in some areas of the product. The team is currently evaluating which parts of the product might be ready, and what the user experience might be like. We hope to have an update on that in the coming weeks. If a beta does become available, I'll be sure to post it here for anyone who would like to provide feedback or test the experience. In the meantime, if anyone would like to provide direct input and feedback into the possible approaches we're evaluating, please let me know and I'll be happy to connect you with the working team.

    1
  • ABOUD

    Hi Jennifer Vargas,

    I sincerely appreciate the update. I'll be among the first to try the beta when it becomes available.

    Thanks.

    2
  • Keith Warno

    Adding another data point to this thread, but not holding my breath that ZenDesk will incorporate native dark mode.  This is a very basic accessibility feature.  As someone who suffers from corneal erosion events that are rather painful with one of the side effects being photophobia -- and yet I still have to perform my day-job as a support tech via ZenDesk -- this takes what could be a 4/5 star rating for ZenDesk down to a 2 or less.  I spend my 45-hour work week in this product that we pay extensively for, and for it not to have such a basic accessibility feature as dark mode is superbly narrow-minded.  Please do some basic research and understand the need for dark mode, and then implement it.

    4
  • Kyle Pease

    still waiting for this

    2
  • Colin Worobetz

    Jennifer Vargas - thank you for the update. I'm actively switching myself and my team from FreshDesk to Zendesk in no small part because I see you are working on Dark Mode support (compared to radio silence from FreshDesk).

    As with others in this thread, I have some retina damage that makes light mode difficult for me. Not only is dark mode good for our agent's eyesight (not everyone works well during the day) it is a medical necessity for some. Thank you for taking it seriously. 

    We eagerly await some sort of update. Please let us know, even if it's just a 'no updates yet, but still working on it!' - it means a lot to many of us users. 

    2
  • Haydon

    Dark Mode is a must for those who have for many who have conditions impacting their eyesight! Let's hope 2024 is the year of Dark Mode in ZenDesk.

    3
  • Boyan Spasov

    +1 I can't work without dark mode, and most of my work is in Zendesk. 

    3

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