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Is there a dark mode for Zendesk Support?



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Tony

Zendesk Customer Care

Edited Nov 21, 2024


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74 comments

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

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

2


Alternatives that support native dark mode makes Zendesk UI look outdated...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.

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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

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Check out Freshdesk.  They actually listen to user requests.

 

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

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+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.

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+1 for dark mode

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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


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


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. 

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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.

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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


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

4


+1 for dark mode

 

6


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


I'd love a native solution too!

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+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


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.

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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!

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+1 This should a basic feature. 

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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.

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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.

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Hi @...,

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

Thanks.

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still waiting for this

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@... - 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. 

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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.

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

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Shawna James

Community Product Feedback Specialist

Hey Boyan, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. There are many threads already in the Community, like this one here, which detail interest in dark mode which you are welcome to add your support and use case to. Thank you for your engagement!

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Why is this not implemented yet, i hate these companies that drag their feet like this, this technology has been around for years, but there are always those handful that are extremely late adopters, case in point ZENDESK.

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Shawna James

Community Product Feedback Specialist

Hey Tommy, thank you for your feedback here. We are happy to report that our product teams plan to release this feature in 2024. Please see the official comment on this Community feedback post here.  We understand that this has been a long requested feature and we are excited to get this into the hands of our customers. For any future product feedback, we would greatly appreciate you using this Product Feedback forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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