Zendesk Web Widget Conformance Status and Compliance Plan
Description of the Service
Zendesk Web Widget is a product embedded into the websites of the customers. It provides the possibility to communicate with bots and agents directly on the web page in real time, giving access to Zendesk Messaging. The primary audience is End Users. Our product supports a broad range of user needs.
Conformance Status
The portions of our product covered by the European Accessibility Act observe the following standards:
WCAG 2.1 Level AA
EN 301 549
You can find product specific conformance information on the Product Accessibility page.
Response to Compliance Gaps
While we aim to ensure our products are accessible for all users, we are aware that limitations exist. Our product teams, with the support of Product Accessibility, actively work on improving Accessibility in line with customer requirements and our core values. A key point to highlight is that all customer reported issues are assigned the highest priority. As an end user facing product, any bug reported by a customer is immediately escalated and provided the quickest remediation date possible from the product team’s capacity.
Below you can find specific information regarding Web Widget’s plans to resolve compliance gaps as determined by various sources that include audits, internal testing and customer feedback.
| Success Criteria | Support Level | Compliance Plan |
|---|---|---|
| WCAG 2.1 – 1.1.1 Non-text Content | Partially Supports | Previously resolved – Pending updated ACR |
| WCAG 2.1 – 1.3.1 Non-text Content | Partially Supports | Previously resolved – Pending updated ACR |
| WCAG 2.1 – 2.4.4 Link Purpose (In Context) | Partially Supports | Previously resolved – Pending updated ACR |
| WCAG 2.1 – 4.1.3 Status Messages | Partially Supports | Previously resolved – Pending updated ACR |
Please note: The timeline for each compliance plan is an estimate and subject to change based on a variety of factors including changes in resourcing or prioritization, the complexity of the resolution, or changes in applicable law. Compliance plans are re-evaluated and updated as necessary twice per year.