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EAA Accessibility Statement

EAA Accessibility Statement for Zendesk

Note: this accessibility statement only applies to the consumer-facing portions of our products covered by the European Accessibility Act (EAA). If you’re looking for information about the general accessibility of all Zendesk products, please visit the Zendesk Product Accessibility page.

Introduction

At Zendesk, we’re committed to providing an accessible experience for all our users, including those with disabilities. We strive to meet the needs of the broadest possible audience and conform with established accessibility standards.

This statement has been prepared to inform users about the accessibility of our products covered by the EAA, including its alignment with relevant legal and technical standards. While some of our products may not be fully accessible or conformant with current regulations, they’re being reviewed for future improvements.

Measures to support accessibility

We’re continuously striving to improve the accessibility of our products. Our approach includes consistent evaluation and improvement of our products, integrating accessibility throughout the development lifecycle and fostering a culture of inclusivity. We actively engage with users and accessibility experts to ensure our solutions are usable, effective and empowering for everyone.

Integration within the product development life cycle

All products have worked to establish specific milestones across the product development lifecycle to ensure every product undergoes a consistent and thorough accessibility evaluation by all involved teams. These milestones are enforced via regular reporting and leadership reviews.

Monitoring

  • Engineers receive comprehensive training on clear accessibility testing best practice, which they are expected to implement prior to deployment of all new features.

  • Accessibility automation tests are included in build pipelines and are required for all new features to maintain quality and compliance.

  • All accessibility is tracked as a part of Zendesk Business Health metrics and requires regular updates with product and engineering leadership.

  • Comprehensive product audits are regularly performed by a third-party accessibility provider to ensure continued conformance with current standards including WCAG 2.1 AA and EN 301 549.

Accessibility Champion programme

  • Designated Accessibility Champions are required for every front end development team.

  • As of 2025, this network of over 75 Champions continues to expand alongside our product catalogue.

  • The Champion programme brings together a strong community where team members can connect, share knowledge and support each other in prioritising accessibility at scale.

  • Champions receive technical training in sessions led by the Product Accessibility team to continuously enhance accessibility skill sets.

Comprehensive library of accessibility training

  • All engineers, designers and testers have access to tailored, role-specific accessibility training empowering every team member to contribute effectively to accessibility efforts.

User feedback

  • Zendesk actively collects accessibility feedback and bug reports through multiple channels, including:

    • Community pages within Zendesk

    • User interviews

    • Direct email to the Product Accessibility team

    • Support tickets via Advocacy, Customer Success or Account Executives

We partner closely with a trusted digital accessibility provider to maintain and improve our conformance with accessibility standards, including those required under the EAA. Together, we implement best practice that continuously enhances the experience for every user.

Product-specific information

Please find information about the EAA conformance status and compliance plans for the consumer-facing portions of our products at the following links:

Feedback and contact information

We welcome your feedback on the accessibility of our services. If you encounter any accessibility barriers, please contact us:

Email: product-accessibility@zendesk.com

Date published: June 2025

Date last reviewed: June 2025