Making Zendesk WCAG 2.0 and Section 508 Compliant

11 Comments

  • Nicole S.
    Zendesk Community Team

    Hey Kris, 

    The team has indicated that they're doing things to make the Help Center more accessible, but have not committed to achieving full compliance. That doesn't mean it won't happen, but I cannot guarantee it. 

    As with any and all product related commentary in the community, ETAs come with the caveat that timelines may change and nothing posted to the community is a firm commitment. We will continue to update as things progress. 

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  • Nicole S.
    Zendesk Community Team

    Hi Kris, 

    Thanks for your comments. In the past, there has been a philosophy of not saying "no" to things that the team would like to consider building, regardless of whether there are actual plans to do so. However, we are working to provide more clear and transparent responses to Product Feedback requests. 

    To that end, what I can tell you is that there are not currently any plans to develop a WCAG compliant interface. I've reviewed the product team roadmaps, and it is not listed. 

    The Product Development teams maintain that this is something they intend to look into at some point in the future, but there is no ETA on when they will have the bandwidth or impetus to do so. 

    As far as to why this has not been taken up, it is simply a matter of priorities, and at the moment there are other things that impact more users and have greater urgency, so those things have been prioritized ahead of this. 

    I know that's not the answer you were hoping for, but that it clarifies where things stand. 

     

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  • Nicole S.
    Zendesk Community Team

    UPDATE: I stand corrected. It turns out the Guide team IS currently working toward WCAG compliance. It sounds like things should be rolling out in the later half of 2018. 

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  • Kris Kammaripalle

    Hi Nicole,

    Thank you for getting back to me with a positive response.

    This is an acceptable response. I am comfortable to inform our customers that they can expect Zendesk interface to be WCAG Compliant during the 2nd half of this year.

    Please make sure that you follow through and publish the update to the community when this is finally done later this year.

    Best,

    Kris

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  • Rebecca McMurry

    Hi Nicole,

    Is there any update about accessibility? I have a specific request. Can we add alt captions to images or is there a work around?

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  • Nicole S.
    Zendesk Community Team

    Hi Rebecca - 

    I have not received any updates on this from the product team, but I"ll go check in with them to see if there's anything I can share. 

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  • Kris Kammaripalle

    Hi Nicole,

    We are in the latter half of the year 2018 already and I haven't heard from you regarding the status.

    Now that we are already there, can you follow up with your Product team and provide us with an update of the actual date (rather than some tentative timelines) when Zendesk is going to be WCAG 2.0 Compliant?

    Best,

    Kris

     

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  • Ryan Paredez

    Ryan from Microsoft here. Also jumping on this train. We are currently reviewing our Accessibility standards across all products and tools. 

    Zendesk has quite a few issues. It would be great to get some more commitment here. Or at least if Zendesk isn't going to do it, let us have access to the pages so we can do them ourselves. 

    From what I've seen, the Profile page seems to be one of the biggest annoyances. It does not seem to be editable from the back end. 

     

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  • Michael H

    From the Australian standpoint, this is a no brainer for Zendesk to get done.

    By not doing this, Zendesk is exposing its' customers either domiciled in, or servicing, Australia to claims under Sect. 24 of the Disability Discrimination Act (Commonwealth) 1992 (see https://www.legislation.gov.au/Series/C2004A04426).

    The exposure to such claims was reinforced and upheld in Maguire v Sydney Organising Committee for the Olympic Games [2000] FCA 1112 (3 August 2000).

    If a customer of a business using Zendesk was to pursue a Human Rights and Equal Opportunity claim because of issues reading their Guide content, or interacting with that business using the Support product; they'd have no problems enjoining Zendesk, before making Zendesk as the principal respondent to the claim because it couldn't deliver accessible software, and we (the business) had exhausted its responsibility by taking all reasonable means to make the platform accessible.

    TL,DR; Leaving your products inaccessible just isn't an option. Zendesk is legally liable in Australia for having inaccessible software, and you need to fix it - now.

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  • Steve Smoot

    Hi, we've been asked to certify that our product and our online services, such as your support portal are Section 508 compliant.  Is there an update here?  Note I care only about compliance for my users not agents - so just case entry/checking and the Guide...an extremely small subset of your service.  Let me know, thanks.

     

    -s

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  • Ricardo
    Zendesk Community Team

    Hello everyone,

    Apologies for the radio silence in this matter. I don't bring news from the Product team, however, I thought it was worth to share the link to our Accessibility page that outlines the levels of compliance in Zendesk. This link doesn't entirely answer your questions, but it does give detailed information on to what extent Zendesk complies with the different standards for section 508 and other accessibility laws.

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