Zendesk Knowledge / Community Conformance Status and Compliance Plan
Description of the Service
Zendesk Knowledge & Community provides a centralized platform to create, manage and serve information to both external and internal users.
Knowledge admins create and manage articles and procedures. Agents view it via Help Center or Knowledge in Agent Workspace to streamline support workflows and improve response accuracy. External users, including customers and partners, use it as an intuitive self-service resource to quickly find answers and troubleshoot independently, reducing the need for direct support.
Zendesk Community further extends this engagement by creating a collaborative environment where customers, partners, and product experts can interact, share experiences, and solve problems together.
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.
Please find below specific information regarding Knowledge and Community’s plans to resolve currently known compliance gaps as determined by a variety of sources, such as audits, internal testing and customer feedback. The current known backlog of conformance gaps are expected to be entirely resolved by the end of Q1 2027 prioritizing blockers and customer requests.
Success Criteria and Compliance Plan
| Success Criteria | Support Level | Compliance Plan |
|---|---|---|
| WCAG 2.1 – 1.1.1 Non-text Content | Partially Supports | 10 known issues Consistent work planned throughout 2025 / 2026 with current backlog resolution expected Q4 2026. |
| WCAG 2.1 – 1.3.1 Info and Relationships | Partially Supports | 13 known issues Consistent work planned in 2026 with the majority of issues resolved by Q4 2026, some in Q1 2027. |
| WCAG 2.1 – 1.3.2 Meaningful Sequence | Partially Supports | 2 known issues Customer reported issues to be resolved by Q4 2025. |
| WCAG 2.1 – 1.4.1 Use of Color | Partially Supports | 1 known issue Current backlog resolution planned in Q2 2026. |
| WCAG 2.1 – 2.1.1 Keyboard | Partially Supports | 9 known issues Consistent work planned throughout 2025 / 2026 with current backlog resolution expected Q4 2026. |
| WCAG 2.1 – 2.4.3 Focus Order | Partially Supports | 6 known issues Consistent work planned throughout 2025 / 2026 with current backlog resolution expected in Q1 2027. |
| WCAG 2.1 – 2.4.6 Headings and Labels | Partially Supports | 7 known issues Customer reported issue to be resolved in Q3 2025, with remaining current backlog resolution expected in Q3 2026. |
| WCAG 2.1 – 2.5.3 Label in Name | Partially Supports | 1 known issue Resolution expected in Q1 2026. |
| WCAG 2.1 – 3.3.1 Error Identification | Partially Supports | 2 known issues Resolution expected in Q3 2026. |
| WCAG 2.1 – 3.3.2 Labels or Instructions | Partially Supports | 5 known issues Consistent work planned throughout 2025 / 2026 with current backlog resolution expected in Q3 2026. |
| WCAG 2.1 – 4.1.2 Name Role Value | Partially Supports | 8 known issues Consistent work planned throughout 2025 / 2026 with current backlog resolution expected in Q2 2026. |
| WCAG 2.1 – 1.4.3 Contrast (Minimum) | Partially Supports | 1 known issue Resolution expected in Q2 2026. |
| WCAG 2.1 – 1.4.4 Resize Text | Partially Supports | 1 known issue Resolution expected in Q2 2026. |
| WCAG 2.1 – 1.4.10 Reflow | Partially Supports | 5 known issues Consistent work planned throughout 2025 with current backlog resolution expected in Q1 2026. |
| WCAG 2.1 – 1.4.11 Non-text Contrast | Partially Supports | 9 known issues Majority of issues expected to have resolution in Q1 2026, with current backlog resolution in Q2 2026. |
| WCAG 2.1 – 1.4.12 Text Spacing | Partially Supports | 1 known issue Resolution expected in Q2 2026. |
| WCAG 2.1 – 2.4.6 Headings and Labels | Partially Supports | 7 known issues Consistent work planned throughout 2025 / 2026 with current backlog resolution expected Q1 2027. |
| WCAG 2.1 – 2.4.7 Focus Visible | Partially Supports | 2 known issues Resolution expected in Q4 2025. |
| WCAG 2.1 – 4.1.3 Status Messages | Partially Supports | 3 known issues Resolution expected in Q4 2025. |
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.