Accessibility Assurance (WCAG 2.1 AA)
Bring your Zendesk Help Center in line with accessibility law.
Accessibility is now the law — and most help centers don’t meet it.
The EU Accessibility Act has been enforceable since 28 June 2025. It covers customer-facing digital services including the support portals attached to them and points to WCAG 2.1 AA as the standard. Crucially, it applies to any company selling to EU customers, regardless of where the company is based. A US or UK business with EU customers is in scope.
It’s not only Europe:
- United States. Accessibility demand letters and ADA lawsuits run into the thousands every year, increasingly targeting mid-sized businesses. WCAG 2.1 AA is the benchmark courts use.
- United Kingdom. The Equality Act requires reasonable adjustments; public-sector bodies must meet WCAG 2.1 AA and publish an accessibility statement.
What we do
We audit your Zendesk Help Center theme against WCAG 2.1 AA, fix everything that falls short. If you want, we keep it conformant as Zendesk and its components update over time.
Dozens of fixes, across every part of the interface.
- Images & icons. Meaningful images get proper descriptions; decorative ones are hidden from screen readers
- Color & contrast. Borders, links, helper text, and error states meet contrast minimums and stay visible
- Keyboard & focus. Every control reachable and operable by keyboard, with a clear, visible focus indicator
- Page structure. Correct headings, landmarks, and reading order so screen-reader users can navigate
- Interface state. Menus, toggles, and tabs correctly announce open/closed, selected, and current state
- Live updates. Result counts, filter changes, form errors, and notifications announce themselves
- Forms & labels. Every field tied to its visible label and its error message
- High-contrast & motion. Support for Windows High Contrast Mode and “reduce motion” preferences
Frequently Asked Questions
Are we legally required to do this?
It depends on where you operate and what you sell — confirm with your counsel. The EU Accessibility Act covers customer-facing services sold to EU consumers regardless of where your company is based, and the US and UK have parallel obligations. Either way, the accessibility gap is real, and fixing it removes a documented area of risk.
What about our own content?
We fix the theme — the interface. Article text, uploaded images, PDFs, and video are yours, but we give you a simple checklist (and can train your team) so your content stays accessible too.
Do you guarantee legal compliance?
No one honestly can. What we deliver and document is conformance of your theme to WCAG 2.1 AA — the standard the laws point to — verified by audit and testing. Legal compliance is a determination you make with your counsel; our work removes the theme-layer gap that’s most often the problem.
How long does it take?
A full upgrade is typically 5 working days depending on your theme’s complexity — we’ll give you a firm timeline after the audit.
