Employment

Progress removing or preventing barriers 

We are continuing with the same efforts as before, with no changes. Zendesk is still researching accessibility training for hiring managers, reviewing inclusive hiring practices, and assessing human resources policies for inclusivity. We maintain ongoing consultations with Employee Community leaders, partnerships with external organizations like DisabilityIn, and campaigns to raise awareness of accessibility features. Additionally, our accommodations process for assistive technology requests remains in place to support employee productivity.
 

Updates to timelines

We continue to make progress in enhancing accessibility in employment by focusing on eliminating barriers, encouraging inclusivity, and creating equal opportunities for people with disabilities in the workplace.

New barriers identified

None
 

Long-term plans or activities

We will continue to uphold and advance the long-term efforts previously described to ensure and maintain accessibility in employment.
 

Built Environment

Please refer to the “Procurement of facilities and site selection” section below.

Design and delivery of products made available to customers (including external-facing information communication technologies)

Progress removing or preventing barriers

• In late 2024 and 2025, we continued our 3rd-party compliance program and published updated Accessibility Compliance reports for our Guide Help Center, Zendesk Web Widget messenger and Support Agent Experience. These and other reports are available on our public Product Accessibility Statement. All audits were based on WCAG 2.2 AA with published reports confirming compliance with WCAG 2.1 AA, Section 508 and EN 301 549.
• Our teams continue to make progress remediating bugs identified in audits. Our messaging teams have minimal or no issues identified in backlogs, Guide Help Center released templating API v4 which made more than 100 accessibility improvements, and Agent Experience continues to prioritize bugs blocking key customer flows. In addition, we completed new audits on our Explore and Admin Center products, with the Admin Center Accessibility Compliance report slotted to be published in June 2025.
• The Product Dev organization invested additional resources in our accessibility automation, enhancing existing testing across the org with new accessibility tooling. In addition, we offered several new training sessions to provide our engineers, testers and designers with the necessary skills to bring accessibility into all areas of the product development life cycle.
   

Updates to timelines

• Zendesk continued to release Accessibility improvements to our end user, admin and agent facing products in 2024 / 2025. Wherever possible these are documented in release notes and in subsequent updates to our Accessibility compliance reports.
• Following industry adoption, we did not begin to adopt WCAG 2.2 as shared in 2024. However, we continue to audit all of our products to WCAG 2.2 criteria, assess the landscape and will begin adoption in 2025.

New barriers identified

• Zendesk publishes Accessibility Compliance Reports to inform customers and their employees on any updated exceptions around  WCAG 2.1 AA compliance. In 2024 and early 2025, we published updated audits for our Guide Help Center, Messaging widget for web and Support Agent Experience. Our audit program is ongoing and customers can expect both refreshes of previously published audits, as well as first audits for new product areas as mentioned in the above statements.
• See below for more details on specific feedback that Zendesk has received, as well as actions we are taking to remediate.

Long-term plans or activities

• Zendesk is fully committed to at minimum meeting WCAG 2.1 AA and exceeding it wherever possible to provide full usability for people with disabilities. All our activities are ongoing, and audits, remediation and quality improvements will continue in 2025.
• In 2025, we are assessing the latest version of the industry standard, WCAG 2.2 AA and aligning with the industry’s adoption. In the meantime, we will extend the scope of all new audits to include all new WCAG 2.2 AA criteria. The results will be documented in future Accessibility Compliance Reports so customers can review our gaps and progress.
  
   

Information and communication technologies (internal facing)

Progress removing or preventing barriers

Zendesk supports employee requests for their Accessibility, Accommodations, and Adaptive Computer Technology (AAACT) needs with a formal review of employee requests in HR and subsequent fulfillment/provisioning of accommodation solutions, using 3rd party partners as needed.  See Employment section above.

Updates to timelines

• The focus group was successfully established as planned in Q1 2025, including Information Technology

New barriers identified

• None identified

Long-term plans or activities

• Support cross-functional process that allows Zendesk to outline, measure, and report progress (metrics) in supporting AAACT guidelines

Other communication

Progress removing or preventing barriers

Over the past year, Zendesk has made strides toward enhancing accessibility in our communications. A core working group was established in Q1 2025, and it has since identified key content for adaptation and updated our communications to incorporate inclusive language and imagery. The team worked closely with accessibility leaders and provided best practices for accessible communication to both employees and managers, ensuring that these practices are now a core part of all our public-facing materials.
 

Updates to timelines

The focus group was successfully established as planned in Q1 2025, and all key milestones have been met on schedule.

New barriers identified

No new barriers identified 

Long-term plans or activities

We will establish a robust evaluation process that enables Zendesk to outline clear success metrics and monitor our ongoing progress in accessibility.

Procurement of goods and services

Progress removing or preventing barriers: Continued understanding local requirements in acquisition entities and identifying ways to address needs. 

Partnered with Legal to streamline contract language and invoice dispute process. 
 

Updates to timelines: 

• Coupa Supplier Information Management (SIM) and Supplier Portal as set for launch by end of Q3 2025. 

• Discontinued discussion with Allyant as team direction shifted. 

• Continued training for new joiners. 
   

New barriers identified: none

Long-term plans or activities: Learn from peers and suppliers (through QBRs). 

Procurement of facilities and site selection

Progress removing or preventing barriers Zendesk is continuing to track areas of improvement related to accessibility within our current global office footprint. 

Updates to timelines The development of written guidelines around accessibility requirements for our leased premises which would include relevant accessibility awareness and best practices is still in progress. 
 

New barriers identified We have identified one location associated with the acquisition of Ultimate in Berlin, Germany that does not meet our accessibility requirements. As such, we are exploring opportunities to relocate our Berlin operations in 2026 to a property that meets our accessibility objectives. 

Long-term plans or activities Zendesk will continue to conduct periodic progress reviews against the plan, and will identify additional action items as needed.

Design and delivery of programs and services

Progress removing or preventing barriers

Zendesk has taken steps toward enhancing accessibility in our programs and services. Our research and discovery have led to a deeper understanding of best practices for designing and delivering accessible solutions. We have engaged in continued consultation with Employee Community leaders, ensuring that their input is central to shaping our programs and services for greater inclusivity and accessibility.

Updates to timelines

Zendesk has reviewed best practices for accessibility programs and services, leading to the implementation of several targeted enhancements designed to better serve all team members.

We continue to work with Employee Community leaders, incorporating their insights to address potential barriers and further refine our approach to accessibility.

• We have sustained our commitment to advancing accessibility, with focused efforts on removing barriers and promoting inclusivity in the workplace.

• As planned, Zendesk conducted focus groups with persons with disabilities within our core service teams in Q4 2024, providing critical feedback that will help guide future improvements.

New barriers identified

No new barriers identified 

Long-term plans or activities

We have established a core working group dedicated to periodically reviewing the accessibility of Zendesk’s programs and services.

To bolster our inclusive efforts, we continue to coordinate with Employee Community leaders and our Internal Communications team to raise awareness on the importance of accessible programs. We are also exploring options for operational employees to efficiently collect, respond to, and integrate feedback from persons with disabilities into our ongoing development process.

Transportation

Zendesk does not offer transportation services and therefore has nothing to report under this heading.