Using Accessibility Controls

Using Accessibility Controls

Agents have unique abilities and support styles. To deliver service excellence they need a help desk that accommodates these individualistic traits. The accessibility controls in Zoho Desk accomplish this by offering an equitable and optimal service experience for agents of all abilities. From controls that alter the look and feel of the page to advanced focus settings, accessibility controls ensure that every agent can work effectively and independently. 
This document will talk about the various accessibility controls in detail and how they can be used for an inclusive and delightful service experience.

The accessibility controls are categorized into two sections: Visual and Content. Let's take a look at each one in detail:-

 Visual Controls 

Highlight Critical Information 

Agents can find key information about a ticket before opening it. For example, ticket ID, ticket owner, and contact details can be highlighted in the list view. Highlighting the key details can prevent cognitive overload to an extent and also helps people with memory-related impairments to easily locate and remember critical information. The differentiated color is also known to help retain focus.

When you don't want to overload a page with information or want to give users useful additional context, you use links to direct them to another page. Underlining those links will let users know they will be led to another page. The underline adds visual prominence to the link which helps people click on a link only when they intend to. For color-blind users, the underline is the best way to communicate the existence of a hyper-link.

Emphasize Focus Area 

The Emphasize Focus Area option shows the extent of the focus area to users, which will allow them to click on the space surrounding the links and still be able to navigate to the right page. For instance, when an user wants to view details of the contact who submitted the ticket, they can click on the focus area of the contact name under the ticket subject rather than clicking exactly on the contact name which could be difficult for some. This is especially helpful for users with motor disabilities as they might find it difficult to locate, identify, and click exactly on the links to navigate from one page to other. 

Increased Contrast

Users suffering from visual sensitivity may find it difficult to read texts on the web due to minimal color contrast between the background color and the text color.
Increased contrast helps optimize screen brightness by making the dark areas darker, thereby increasing the difference between the dark shades and light shades. This helps users focus on the texts easily, also the lines, buttons, scroll bar and other UI elements more defined.

Animation Controls

Animations are often used to make navigation from one page to another smoother and to provide an engaging interface to the users. However, sometimes people may find these quick motions distracting and discomforting. To mitigate such issues, you can use reduced motion to keep animations, transitions, and other motion graphics minimal, making the interface clean and user-friendly. This option can be especially useful for people with seizure disorders, vertigo, and visual impairments like macular degeneration.

Likewise, you can use automatic reduced motion option to adjust the animations. This option will adapt the animation settings to that of the user's browser or device. 

Reading Mask 

With too many things on the page, users can find it difficult to focus on the important information. Reading mask can improve focus by spotlighting the area that the user is hovering over, while greying out the background screen. This helps users read or work without distraction and can be specially beneficial for people who suffer from dyslexia and ADHD. 

Custom Scrollbar 

The custom scrollbar ensures superior and effortless navigation for agents, including those that access the product solely using the keyboard. The scrollbar is lightweight and fits in seamlessly with the rest of the interface.

Content Controls 

The text size can be adjusted by the users according to their preference. They can zoom in or zoom out the page and increase or decrease the font. This feature can be useful for people with vision issues.   

Zoom level   

The zoom level slider increases the size of every component on the page. You can also auto-adjust the font size to match with the zoom.  

Display Font Size 

The slider lets you scale the font size granularly to make text across the interface more readable.
To access user accessibility controls
  1. In your Zoho Desk homepage, click on your avatar in the top-right corner.
  2. From the user info panel, select preferences.
  3. Scroll down and select accessibility controls.
Note: By default, accessibility controls icon is provided at the bottom bar.

In-built accessibility features 

  1. For people with motor disabilities and limited dexterity, the keyboard navigation helps to navigate through the help desk effortlessly with the use of keyboard focus.  

  1. Creating records and navigating to specific pages or sections can all be done easily using keyboard shortcuts. To check keyboard shortcuts, click Shift+? from any page in Zoho Desk.
  1. People with vision loss can use Zoho Desk with screen reader and keyboard navigation. Learn how to navigate Zoho Desk using the screen reader on your device.

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