Accessibility

Voluntary Product Accessibility Template

Version 2.3

Zendesk provides the VPAT, or Voluntary Product Accessibility Template, which documents an audit of our systems in regards to the audited framework, the WCAG 2.0 guidelines. The following VPAT document can be used to describe how the accessibility features of the Zendesk product help federal agencies address the requirements of Section 508 Standards. The purpose of this is to assist Federal contracting officials and other buyers in making preliminary assessments regarding the availability of commercial “Electronic and Information Technology” products and services with features that support accessibility. It is assumed and recommended that inquirers will provide additional contact information to facilitate more detailed inquiries.

Note: This document is provided for information purposes only and the contents hereof are subject to change without notice. Zendesk does not warrant that this document is error free, nor does it provide any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Zendesk specifically disclaims any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. Zendesk further makes no representation concerning the ability of assistive technologies or other products to interoperate with Zendesk products.

The first table of the VPAT provides an overview of the applicable standards/guidelines, and the terms used in the Conformance Level. The subsequent tables provide more detailed views of each section. There are four columns in each table. Column one of the describes the criteria evaluated. The second column describes the product/platform evaluated. The third column describes conformance level. The fourth column describes any additional remarks and explanations regarding the product.

February 2019

Applicable Standards / Guidelines

This report covers the degree of conformance for the following
accessibility standard/guidelines:

Standard/Guideline

Included in Report

Web Content Accessibility Guidelines 2.0 at: http://www.w3.org/TR/2008/REC-WCAG20-20081211/

Level A (Yes)

Level AA (Yes)

Terms

The terms used in the Conformance Level information are defined as follows:

Supports: The functionality of the product has at least once method
that meets the criterion without known defects or meets with
equivalent facilitation
Partially Supports: Some functionality of the product does not meet
the criterion
Does Not Support: The majority of product functionality does not
meet the criterion
Not Applicable: The criterion is not relevant to the product
Not Evaluated: The product has not been evaluated against the
criterion. This can be used only in WCAG 2.0 Level AAA.

Products / Platforms Evaluated

Product / Platform	Product Description
Zendesk Support	Zendesk Support is a web application which Zendesk clients can deploy to provide a custom Ticketing system for their organization’s website or application.
Zendesk Guide	Zendesk Guide is a web application which Zendesk clients can deploy to provide a custom Knowledge Base system for their organization’s website or application.
Zendesk iOS Mobile SDK	Default SDK screens that can be added to native mobile applications built by Zendesk clients to integrate their support Knowledge Base and ticketing system.
Zendesk Android Mobile SDK	Default SDK screens that can be added to native mobile applications built by Zendesk clients to integrate their support knowledge base and ticketing system.

Table 1: Success Criteria, Level A

Criteria	제품	Conformance Level	Remarks and Explanations
1.1.1 Non-text content (Level A)	Support & Guide	Partially Supports	The product mostly presents all non-text content a text alternative that serves the equivalent purpose. A rating of Partially Supports has been given for the following reasons: • Decorative images, such as user avatars, have duplicate alternative text that is the same as adjacent text or links • Visibly hidden content receives focus. • Custom controls are being communicated using roles that do not match the visual design, such as combo boxes that are represented as links.
	iOS SDK	Supports	The Zendesk Mobile SDK presents all non-text content a text alternative that serves the equivalent purpose
	Android SDK	Supports	The Android Mobile SDK presents all non-text content a text alternative that serves the equivalent purpose
1.2.1 Audio-only and Video-only (Prerecorded) (Level A)	Support & Guide	Supports	The product does not utilize audio-only or video only content.
	iOS SDK	Supports	The Zendesk Mobile SDK does not utilize audio only or video-only content.
	Android SDK	Supports	The Android Mobile SDK does not utilize audio only or video-only content.
1.2.2 Captions (Prerecorded) (Level A)	Support & Guide	Supports	The product does not contain prerecorded audio content.
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain prerecorded audio content.
	Android SDK	Supports	The Android Mobile SDK does not contain prerecorded audio content.
1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A)	Support & Guide	Supports	The product does not contain time-based media or prerecorded video content.
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain time-based media or prerecorded video content.
	Android SDK	Supports	The Android Mobile SDK does not contain time based media or prerecorded video content.
1.3.1 Info and Relationships (Level A)	Support & Guide	Partially Supports	The product mostly conveys information, structure, and relationships by accessible methods. A rating of Partially Supports has been given for the following reasons: • Layout tables are not marked up to communicate their use for presentation purposes. • Some native and custom form elements are missing valid labels. • Meaningful CSS inserted images do not always have a textual equivalent. • Heading structure is not always logical, including heading structure that does not follow a logical hierarchical order and plain text that should not be marked up as headings. • There are instances where inline errors are not being associated to their respective fields
	iOS SDK	Partially Supports	The Zendesk Mobile SDK mostly conveys information, structure, and relationships by accessible methods. A rating of Partially Supports has been given for the following reasons: • Files that have been uploaded have no accessible name. • A minor issue exists where a text field only announces “Message” rather than the visible text of “Write a Message”.
	Android SDK	Partially Supports	The Android Mobile SDK mostly conveys information, structure, and relationships by accessible methods. A rating of Partially Supports has been given for the following reason: • There are instances of implicit headings.
1.3.2 Meaningful Sequence (Level A)	Support & Guide	Supports	The product presents content in the correct reading sequence.
	iOS SDK	Supports	The Zendesk Mobile SDK presents content in the correct reading sequence
	Android SDK	Supports	The Android Mobile SDK presents content in the correct reading sequence.
1.3.3 Sensory Characteristics (Level A)	Support & Guide	Supports	The product does not present content that relies solely on sensory characteristics
	iOS SDK	Supports	The Zendesk Mobile SDK does not present content that relies solely on sensory characteristics.
	Android SDK	Supports	The Android Mobile SDK does not present content that relies solely on sensory characteristics.
1.4.1 Use of Color (Level A)	Support & Guide	Supports	The product does not use color as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element
	iOS SDK	Supports	The Zendesk Mobile SDK does not use color as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element.
	Android SDK	Supports	The Android Mobile SDK does not use color as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element.
1.4.2 Audio Control (Level A)	Support & Guide	Supports	The product does not contain any audio.
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain any audio
	Android SDK	Supports	The Android Mobile SDK does not contain any audio.
2.1.1 Keyboard (Level A)	Support & Guide	Partially Supports	Most all active elements in the product are in the focus order and are operable through a keyboard interface. A rating of Partially Supports has been given for the following reasons: • Specific controls do not receive focus and may not always be actionable when they do receive focus. • Custom combo box controls cannot be used with the expected keyboard interactions. • The title attribute is used to communicate information that is not accessible via the keyboard.
	iOS SDK	Supports	All active elements in The Zendesk Mobile SDK are in the focus order and are operable through a keyboard interface.
	Android SDK	Supports	All active elements in the Android Mobile SDK are in the focus order and are operable through a keyboard interface.
2.1.2 No Keyboard Trap (Level A)	Support & Guide	Supports	The product does not contain keyboard traps.
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain keyboard traps.
	Android SDK	Supports	The Android Mobile SDK does not contain keyboard traps
2.1.4 Character Key Shortcuts (Level A 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK does not utilize character key shortcuts
	Android SDK	Supports	The Android Mobile SDK does not utilize character key shortcuts.
2.2.1 Timing Adjustable (Level A)	Support & Guide	Supports	The product does not contain functionality that relies on time limits
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain functionality that relies on time limits
	Android SDK	Supports	The Android Mobile SDK does not contain functionality that relies on time limits.
2.2.2 Pause, Stop, Hide (Level A)	Support & Guide	Supports	The product does not include content that plays automatically
	iOS SDK	Supports	The Zendesk Mobile SDK does not include content that plays automatically.
	Android SDK	Supports	The Android Mobile SDK does not include content that plays automatically.
2.3.1 Three Flashes or Below Threshold (Level A)	Support & Guide	Supports	The product does not utilize any flashing content
	iOS SDK	Supports	The Zendesk Mobile SDK does not utilize any flashing content.
	Android SDK	Supports	The Android Mobile SDK does not utilize any flashing content.
2.4.1 Bypass Blocks (Level A)	Support & Guide	Partially Supports	The product mostly provides a method to skip past blocks of repeated content or contains such limited amount of data that it is not necessary to provide this mechanism. A rating of Partially Supports has been given for the following reason: • The Guide Web desktop application does not provide a skip link to jump past the repeated navigation elements to the main content.
	iOS SDK	Supports	The Zendesk Mobile SDK provides a method to skip past blocks or repeated content using heading elements at the beginning of each section.
	Android SDK	Supports	The Android Mobile SDK provides a method to skip past blocks or repeated content using heading elements at the beginning of each section.
2.4.2 Page Titled (Level A)	Support & Guide	Supports	The product has titles that describe topic or purpose
	iOS SDK	Supports	The Zendesk Mobile SDK has titles that describe topic or purpose.
	Android SDK	Supports	The Android Mobile SDK has titles that describe topic or purpose
2.4.3 Focus Order (Level A)	Support & Guide	Partially Supports	The product mostly contains focusable components that receive focus in an order that preserves meaning and operability. A rating of Partially Supports has been given for the following reason: • When closing the Edit My Profile dialog, instead of moving focus back to the triggering element, focus moves to the top of the page
	iOS SDK	Partially Supports	The Zendesk Mobile SDK mostly contains focusable components that receive focus in an order that preserves meaning and operability. A rating of Partially Supports has been given for the following reason: • When attaching a file, focus does not appropriately move to the newly rendered content.
	Android SDK	Partially Supports	The Android Mobile SDK mostly contains focusable components that receive focus in an order that preserves meaning and operability. A rating of Partially Supports has been given for the following reason: • When activating the See All Articles control, focus inappropriately returns to the top of the page instead of to the first item in the list of articles.
2.4.4 Link Purpose (In Context) (Level A)	Support & Guide	Partially Supports	The product mostly contains links which clearly indicate their purpose, in context. A rating of Partially Supports has been given for the following reasons: • The Close control used in many dialogs does not have a meaningful alternative. • Links that spawn the dialogs do not indicate that fact. • Decorative images, such as user avatars, have duplicate alternative text that is the same as adjacent text or links
	iOS SDK	Supports	The Zendesk Mobile SDK contains links which clearly indicate their purpose, in context.
	Android SDK	Supports	The Android Mobile SDK contains links which clearly indicate their purpose, in context.
2.5.1 Pointer Gestures (Level A 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK can be operated with a single pointer without a path-based gesture.
	Android SDK	Supports	The Android Mobile SDK can be operated with a single pointer without a path-based gesture.
2.5.2 Pointer Cancellation (Level A 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain controls that are operable using down events
	Android SDK	Supports	The Android Mobile SDK does not contain controls that are operable using down events
2.5.3 Label in Name (Level A 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK user interface components with labels that include text or images of text, contain the text that is presented visually
	Android SDK	Supports	The Android Mobile SDK user interface components with labels that include text or images of text, contain the text that is presented visually
2.5.4 Motion Actuation (Level A 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain user interface components that require device or user motion
	Android SDK	Supports	The Android Mobile SDK does not contain user interface components that require device or user motion.
3.1.1 Language of Page (Level A)	Support & Guide	Supports	The product identifies the default language of its pages
	iOS SDK	Supports	The Zendesk Mobile SDK does not initiate a change of context when any component receives focus.
	Android SDK	Supports	The Android Mobile SDK identifies the default language of its pages.
3.2.1 On Focus (Level A)	Support & Guide	Supports	The product does not initiate a change of context when any component receives focus.
	iOS SDK	Supports	The Zendesk Mobile SDK does not initiate a change of context when any component receives focus.
	Android SDK	Supports	The Android Mobile SDK does not initiate a change of context when any component receives focus.
3.2.2 On Input (Level A)	Support & Guide	Partially Supports	The product rarely initiates a change of context when any component setting is changed. A rating of Partially Supports has been given for the following reason: • When moving through custom combo box options with the keyboard, the content of the page is refreshed, and the focus is moved to the top of the page.
	iOS SDK	Supports	The Zendesk Mobile SDK does not initiate a change of context when any component setting is changed.
	Android SDK	Supports	The Android Mobile SDK does not initiate a change of context when any component setting is changed
3.3.1 Error Identification (Level A)	Support & Guide	Partially Supports	The product mostly provides a clear indication of fields in error. A rating of Partially Supports has been given for the following reasons: • Some forms do not indicate any errors. • When errors are displayed, they do not always clearly identify the error and how to remediate the error.
	iOS SDK	Supports	The Zendesk Mobile SDK does not include forms that generate errors
	Android SDK	Supports	The Android Mobile SDK does not include forms that generate errors
3.3.2 Labels or Instructions (Level A)	Support & Guide	Partially Supports	The product mostly provides labels or instructions when content requires user input. A rating of Partially Supports has been given for the following reasons: • Some native and custom form elements are missing valid labels. • There are instances where inline errors are not being associated to their respective fields. • When using the Edit Profile page, the asterisk indicating the mandatory fields is not explained at the beginning of the form.
	iOS SDK	Supports	The Zendesk Mobile SDK provides labels or instructions when content requires user input.
	Android SDK	Supports	The Android Mobile SDK provides labels or instructions when content requires user input.
4.1.1 Parsing (Level A)	Support & Guide	Supports	The product implements well-formed markup.
	iOS SDK	Supports	The Zendesk Mobile SDK implements well formed markup
	Android SDK	Supports	The Android Mobile SDK implements well formed markup.
4.1.2 Name, Role, Value (Level A)	Support & Guide	Partially Supports	The product mostly provides user interface components that expose the correct names, roles, values, and states. A rating of Partially Supports has been given for the following reasons: • Custom controls are being rendered as having roles that do not match the visual design, such as combo boxes that are represented as links. • There are a few instances where aria-selected is being used on HTML elements that do not support this ARIA attribute. • A status update is not communicated when working on the Customer Satisfaction ratings. • Some popup menus do not convey their state and role. • There are instances where inline errors are not being associated to their respective fields.
	iOS SDK	Partially Supports	The Zendesk Mobile SDK mostly provides user interface components that expose the correct names, roles, values, and states. A rating of Partially Supports has been given for the following reasons: • Files that have been uploaded have no accessible name. • A minor issue exists where a text field only announces “Message” rather than the visible text of “Write a Message”. • The “Request List” items do not have communicate that they are actionable.
	Android SDK	Supports	The Android Mobile SDK provides user interface components that expose the correct names, roles, values, and states

Table 2: Success Criteria, Level AA

Criteria	Product / Platform	Conformance Level	Remarks and Explanations
1.2.4 Captions (Live) (Level AA)	Support & Guide	Supports	The product does not contain live audio content.
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain live audio content.
	Android SDK	Supports	The Android Mobile SDK does not contain live audio content.
1.2.5 Audio Description (Prerecorded) (Level AA)	Support & Guide	Supports	The product does not use video content.
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain prerecorded video content.
	Android SDK	Supports	The Android Mobile SDK does not contain prerecorded video content.
1.3.4 Orientation (Level AA 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK does not restrict its view and operation to a single display orientation
	Android SDK	Supports	The Android Mobile SDK does not restrict its view and operation to a single display orientation
1.3.5 Identify Input Purpose (Level AA 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK’s input fields collecting information about the user can be programmatically determined
	Android SDK	Supports	The Android Mobile SDK’s input fields that collect user information can be programmatically determined.
1.4.3 Contrast (Minimum) (Level AA)	Support & Guide	Partially Supports	The product mostly meets the minimum contrast ratio. A rating of Partially Supports has been given for the following reason: • Some placeholder text, meaningful icons, errors, and symbols used to denote required fields do not meet required contrast ratios.
	iOS SDK	Supports	The Zendesk Mobile SDK meets the minimum contrast ratio.
	Android SDK	Supports	The Android Mobile SDK meets the minimum contrast ratio
1.4.4 Resize Text (Level AA)	Support & Guide	Supports	The product’s text can be resized without loss of content or functionality
	iOS SDK	Does Not Support	The Zendesk Mobile SDK cannot be resized without loss of content or functionality. A rating of Does Not Support is given for the following reasons: • Some controls do not change size. • While some text changes size, it is not significant enough according to the accessibility settings
	Android SDK	Partially Supports	The Android Mobile SDK text can mostly be resized without loss of content or functionality. A rating of Partially Supports has been given for the following reasons: • Some containers do not resize along with the text, causing the text to become cut off.
1.4.5 Images of Text (Level AA)	Support & Guide	Supports	The product does not make use of images of text
	iOS SDK	Supports	The Zendesk Mobile SDK does not make use of images of text
	Android SDK	Supports	The Android Mobile SDK does not make use of images of text.
1.4.10 Reflow (Level AA 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK presents content without loss of information or functionality with one dimensional scrolling, and without requiring scrolling in two dimensions.
	Android SDK	Supports	The Android Mobile SDK presents content without loss of information or functionality with one dimensional scrolling, and without requiring scrolling in two dimensions.
1.4.11 Non-text Contrast (Level AA 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK presents user interface components and graphical objects that meet the minimum contrast ratio
	Android SDK	Supports	The Android Mobile SDK presents user interface components and graphical objects that meet the minimum contrast ratio
1.4.12 Text Spacing (Level AA 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK does not present text where content or functionality are lost when setting custom spacing.
	Android SDK	Supports	The Android Mobile SDK does not present text where content or functionality are lost when setting custom spacing
1.4.13 Content on Hover or Focus (Level AA 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain controls that become visible on pointer hover or keyboard focus.
	Android SDK	Supports	The Android Mobile SDK does not contain controls that become visible on pointer hover or keyboard focus.
2.4.5 Multiple Ways (Level AA)	Support & Guide	Supports	The product offers multiple ways to reach each page.
	iOS SDK	Supports	The Zendesk Mobile SDK provides access to all pages using the persistent navigation elements.
	Android SDK	Supports	The Android Mobile SDK provides access to all pages using the persistent navigation elements.
2.4.6 Headings and Labels (Level AA)	Support & Guide	Supports	The product provides headings and labels that describe the topic or purpose.
	iOS SDK	Supports	The Zendesk Mobile SDK provides headings and labels that describe the topic or purpose.
	Android SDK	Supports	The Android Mobile SDK provides headings and labels that describe the topic or purpose.
2.4.7 Focus Visible (Level AA)	Support & Guide	Supports	The product mostly provides a visible focus indicator for all actionable elements. A rating of Partially Supports has been given for the following reasons: • Some elements are missing a visual focus indicator. • When elements do have a visual focus indicator, it is rendered using CSS properties that do not render when navigating using alternative color modes
	iOS SDK	Partially Supports	The Zendesk Mobile SDK mostly provides a visible focus indicator for all actionable elements. A rating of Partially Supports has been given for the following reason: • When attaching a file, focus does not move to the newly rendered content.
	Android SDK	Supports	The Android Mobile SDK provides a visible focus indicator for all actionable elements.
3.1.2 Language of Parts (Level AA)	Support & Guide	Supports	The product does not contain changes in language.
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain changes in language
	Android SDK	Supports	The Android Mobile SDK does not contain changes in language
3.2.3 Consistent Navigation (Level AA)	Support & Guide	Supports	The product uses consistent navigation methods
	iOS SDK	Supports	The Zendesk Mobile SDK uses consistent navigation methods
	Android SDK	Supports	The Android Mobile SDK uses consistent navigation methods.
3.2.4 Consistent Identification (Level AA)	Support & Guide	Supports	The product consistently identifies components that have the same functionality.
	iOS SDK	Supports	The Zendesk Mobile SDK consistently identifies components that have the same functionality
	Android SDK	Supports	The Android Mobile SDK consistently identifies components that have the same functionality
3.3.3 Error Suggestion (Level AA)	Support & Guide	Supports	If an input error is automatically detected and suggestions for correction are known, then the suggestions are provided to the user, unless it would jeopardize the security or purpose of the content
	iOS SDK	Supports	The Zendesk Mobile SDK does not include forms that generate errors.
	Android SDK	Supports	The Android Mobile SDK does not include forms that generate errors.
3.3.4 Error Prevention (Legal, Financial, Data) (Level AA)	Support & Guide	Supports	The product does not make legal or financial commitments
	iOS SDK	Supports	The Zendesk Mobile SDK does not include forms that generate errors.
	Android SDK	Supports	The Android Mobile SDK does not include forms that generate errors
4.1.3 Status Messages (Level AA 2.1 only)	Support & Guide	해당 사항 없음	해당 사항 없음
	iOS SDK	Supports	The Zendesk Mobile SDK does not contain status messages.
	Android SDK	Supports	The Android Mobile SDK does not contain status messages.