[
    {
        "role": "user",
        "content": "I%20am%20a%20blind%20Helpdesk%20tech.%20Is%20the%20new%20Zendesk%20interface%20accessible%20with%20JAWS%3F"
    },
    {
        "role": "assistant",
        "content": "Here\u2019s what I found out about the accessibility of **Zendesk\u2019s newer interfaces**\u2014especially for **blind users using JAWS**:\n\n---\n\n### \u2705 What *is* accessible\n\n1. **Zendesk Agent Workspace Accessibility Conformance Report (Jan 2025)**  \n   - This report confirms that vision-impaired users *can use a screen reader* (including JAWS) to interact with standard user interface elements in the Agent Workspace. ([web-assets.zendesk.com](https://web-assets.zendesk.com/pdf/Zendesk%20Agent%20Workspace%20ACR%20-%20International%20Edition%20-%20January%202025.pdf?utm_source=openai))  \n   - However, the workspace only *partially supports* completely non-visual workflows. Some structural/visual cues are still required. ([web-assets.zendesk.com](https://web-assets.zendesk.com/pdf/Zendesk%20Agent%20Workspace%20ACR%20-%20International%20Edition%20-%20January%202025.pdf?utm_source=openai))\n\n2. **Zendesk\u2019s Accessibility Plan & Product Commitments**  \n   - Zendesk declares that their products aim to meet **WCAG 2.1 AA** standards and supports usage via assistive technologies like JAWS. ([zendesk.com](https://www.zendesk.com/company/policies-and-guidelines/accessibility-plan?utm_source=openai))  \n   - They also run accessibility testing (manual and automated), include user feedback from people with disabilities, and work to remediate barriers. ([zendesk.com](https://www.zendesk.com/company/policies-and-guidelines/accessibility-plan?utm_source=openai))\n\n3. **Help Center / Knowledge Base Updates with Garden Design System**  \n   - The new Copenhagen theme and Templating API v4 include **100+ accessibility improvements**. The new request forms are built with Zendesk\u2019s Garden Design System, which is described as being \u201cfriendly to screen readers.\u201d ([premiumplus.io](https://premiumplus.io/blog/zendesk-help-centre-updates/?utm_source=openai))  \n   - These updates aim to improve things like heading structure, label usage, form navigation\u2014all of which impact how well screen readers like JAWS work. ([premiumplus.io](https://premiumplus.io/blog/zendesk-help-centre-updates/?utm_source=openai))\n\n---\n\n### \u26a0\ufe0f What is *still problematic*\n\n1. **Only partial support for non-visual workflows**  \n   - In the 2025 Agent Workspace report, the \"Usage without vision\" criteria are marked **\u2018Partially Supports\u2019**. That means some functionality still assumes visual cues are present. ([web-assets.zendesk.com](https://web-assets.zendesk.com/pdf/Zendesk%20Agent%20Workspace%20ACR%20-%20International%20Edition%20-%20January%202025.pdf?utm_source=openai))\n\n2. **Navigational and visual structure issues**  \n   - Users have raised complaints that some interface elements are only visible on hover, or disappear when scrolling. That\u2019s problematic for screen readers, since hover-only or non-fixed items can be hard or impossible to access via keyboard or screen reader. ([community.zendesk.com](https://community.zendesk.com/fid-0/tid-6567?utm_source=openai))\n\n3. **Lack of full parity with legacy/previous versions**  \n   - Some elements that keyboard/screen reader users found useful in earlier Zendesk interfaces have been changed or hidden in newer \u201cAgent Home\u201d or updated UI layouts. ([reddit.com](https://www.reddit.com/r/Zendesk/comments/1ka4qge?utm_source=openai))\n\n---\n\n### \ud83d\udd0d What you can test / confirm\n\nIf you want to verify how the interface works *for your setup*, here are some good checks to do with JAWS:\n\n- Toggle between the **new interface** and the **legacy/old interface** (if Zendesk offers that) to compare accessibility.  \n  *Sometimes features and cues are preserved in old versions that are removed or changed in updates.*\n\n- Try workflows such as:\n  - Reading a ticket from top to bottom (can you skip headers, open all necessary content, and know which part of the page you\u2019re in?)\n  - Composing and sending replies (does the textarea resize? Are there labels for each control?)\n  - Navigating between agent lists, settings, ticket details, attachments, etc., purely by keyboard + JAWS.\n\n- Check for things like:\n  - Properly labeled buttons, drop-downs, menus\n  - Skip links or ways to bypass navigation\n  - Status updates being announced\n  - Clear heading and region markers\n\n---\n\n### \ud83d\udcac Bottom line\n\nFrom what the official documentation and recent reports say, **Zendesk\u2019s newer interface *can* work with JAWS**, but with **limitations**. Some tasks will be smoother than others. There are outstanding areas\u2014navigation, structural elements, hidden content, hover-only focus\u2014that still impose barriers to full non-visual use.\n\nIf you want, I can dig deeper and pull up user-tested reports (or even video walkthroughs) of *how JAWS works in the latest Zendesk layout* to see specific pain points. Do you want me to fetch those?"
    },
    {
        "role": "user",
        "content": "What%20about%20updates%20in%202026%3F"
    },
    {
        "role": "assistant",
        "content": "I checked for the most recent (2026) updates about Zendesk\u2019s accessibility\u2014particularly what\u2019s improved for JAWS users\u2014and here\u2019s what I found. Some of these are confirmed changes; others are planned improvements.\n\n---\n\n### \ud83d\ude80 What\u2019s improved in 2025\u20132026\n\n1. **Expanded screen reader testing coverage, especially for Windows / JAWS**\n   - Zendesk introduced a collaboration with Assistiv Labs to improve how product testing reflects real-world setups. Because many customers use **JAWS (Windows)**, they\u2019ve started validating features using JAWS and NVDA\u2014not just VoiceOver on macOS. ([assistivlabs.com](https://assistivlabs.com/articles/zendesk-expanding-accessibility-testing?utm_source=openai))  \n   - This change helps catch issues specific to JAWS *before* updates roll out. ([assistivlabs.com](https://assistivlabs.com/articles/zendesk-expanding-accessibility-testing?utm_source=openai))\n\n2. **Specific accessibility-related fixes in the Zendesk Web Widget**\n   - In **January 2026**, there was a fix so that *JAWS will now announce typing status* in the widget. This helps give feedback when the end user or the agent is typing. ([developer.zendesk.com](https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/changelog/?utm_source=openai))  \n   - Also, updates made for dynamic translation and focus management in conversations and interface components. ([developer.zendesk.com](https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/changelog/?utm_source=openai))\n\n3. **Clearer communication & ongoing commitments**\n   - Zendesk\u2019s Accessibility statement (recently updated) explicitly recommends using the latest versions of Chrome + JAWS (or NVDA) on Windows for best screen reader support. ([zendesk.es](https://www.zendesk.es/company/agreements-and-terms/accessibility/?utm_source=openai))  \n   - Their compliance & product documentation often mention audits based on **WCAG 2.1 AA**, with plans to fully incorporate remaining WCAG 2.1 criteria (and some WCAG 2.2 criteria) in product areas. ([zendesk.co.jp](https://www.zendesk.co.jp/company/agreements-and-terms/accessibility/eaa/zendesk-knowledge-community/?utm_source=openai))\n\n---\n\n### \u26a0\ufe0f What\u2019s *still* partially supported or under improvement\n\nIn the *Zendesk Knowledge & Community* tools, several WCAG criteria are still listed as \u201cPartially Supports\u201d with known issues. These include:\n\n- **Keyboard navigation** (WCAG 2.1 \u2013 2.1.1): there are parts of the interface that still don\u2019t work fully using keyboard + screen reader alone. ([zendesk.co.jp](https://www.zendesk.co.jp/company/agreements-and-terms/accessibility/eaa/zendesk-knowledge-community/?utm_source=openai))  \n- **Focus order** (2.4.3) and **heading and label consistency** (2.4.6): some interface components still don\u2019t have a fully logical order or labeling. These are expected to improve by **Q4 2026 or Q1 2027**. ([zendesk.co.jp](https://www.zendesk.co.jp/company/agreements-and-terms/accessibility/eaa/zendesk-knowledge-community/?utm_source=openai))  \n- **Status messages, error identification, instruction labels**: some fields/forms still lack full labeling or audible status/error feedback. These are part of the ongoing backlog. ([zendesk.co.jp](https://www.zendesk.co.jp/company/agreements-and-terms/accessibility/eaa/zendesk-knowledge-community/?utm_source=openai))  \n\n---\n\n### \ud83d\udd0e What you *can test now* with JAWS to see if your environment is smooth\n\nHere are some specific things to try with the latest Zendesk version + JAWS:\n\n- Interacting with the Web Widget: test the typing indicator, trust that it\u2019s announced correctly.\n- Navigate through forms: see if errors or required field status are announced.\n- Hit interactive components like dropdowns, modals, carousels: check whether focus is managed properly and if JAWS correctly announces changes.\n- Use the Knowledge / Community section: try following headings using keyboard shortcuts to check if heading levels are in logical order.\n\n---\n\nIf you like, I can track down **user-submitted feedback from 2026** (forums, GitHub issues, etc.) specifically about JAWS + Zendesk, so you get reports from people using it in their daily work. That can tell you where Zendesk is still running into real-world roadblocks. Do you want me to pull those?"
    },
    {
        "role": "user",
        "content": "Is%20there%20a%20way%20to%20report%20accessibility%20issues%20to%20Zendesk%3F"
    },
    {
        "role": "assistant",
        "content": "Yes \u2014 Zendesk has several official ways to report accessibility issues. Here are the key channels and best practices:\n\n---\n\n## \ud83d\udcec How to report accessibility problems\n\n1. **Email Zendesk\u2019s Product Accessibility team**  \n   If you come across an accessibility bug (including with screen reader usage like JAWS), you should contact them directly at:  \n   **product-accessibility@zendesk.com** ([support.zendesk.com](https://support.zendesk.com/hc/en-us/articles/5318477060250-Making-your-help-center-accessible?utm_source=openai))\n\n2. **Use the accessibility feedback contact**  \n   For general feedback, alternative formats, or for reach-out to leadership like the Senior Manager of Global DEI or the Senior Director of Product Accessibility, you can use:  \n   **accessibility@zendesk.com** ([zendesk.com](https://www.zendesk.com/company/policies-and-guidelines/accessibility-plan?utm_source=openai))\n\n3. **Zendesk Help Center article reporting route**  \n   In Zendesk\u2019s own documentation (\u201cMaking your Help Center accessible\u201d), they explicitly say:  \n   > \u201cIf you spot an accessibility problem with one of our products, email us at product-accessibility@zendesk.com.\u201d ([support.zendesk.com](https://support.zendesk.com/hc/en-us/articles/5318477060250-Making-your-help-center-accessible?utm_source=openai))\n\n---\n\n## \ud83d\udee0 What to include in your report\n\nTo make your report as helpful as possible, include:\n\n- Your **Zendesk subdomain** (the unique \u201c*.zendesk.com\u201d URL your organization uses), if applicable.\n- The **version of the interface** you are using, or legend like new layout / Agent Workspace / Copenhagen theme.\n- Your setup: OS version, browser, JAWS version.\n- Steps to reproduce the issue.\n- What you expected to happen vs. what happened.\n- Any screenshots, audio capture, or examples if possible \u2014 for example, noting missing labels or elements not accessible via keyboard.\n\n---\n\nIf you like, I can send you a sample template or draft you can use to report issues \u2014 so writing up reports is faster. Do you want me to build that for you?"
    }
]