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)

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.

Criteria

Продукт

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

Нет

Нет

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

Нет

Нет

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

Нет

Нет

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

Нет

Нет

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

Нет

Нет

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

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

Нет

Нет

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

Нет

Нет

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

Нет

Нет

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

Нет

Нет

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

Нет

Нет

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

Нет

Нет

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

Нет

Нет

iOS SDK

Supports

The Zendesk Mobile SDK does not contain status messages.

Android SDK

Supports

The Android Mobile SDK does not contain status messages.