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.


Accessibility shortcut: Users have the option to show or hide the accessibility menu located at the bottom bar. Activate the "Show in Bottom Bar" icon to establish a shortcut within the bottom menu.



The accessibility controls are categorized into four sections: Vision, Hearing, Mobility, and Learning. Let's take a look at each one in detail:-

Vision

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.



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. 







Focus Ring  

Focus Ring introduces a visible border to the element that has a keyboard focus. This is particularly beneficial for users with visual impairments. Users can activate this function to easily identify the focused element. The Focus Ring offers two options:   

  • Tab focus for main locations -  This can be used in dropdowns and layouts, such as in the Add Ticket and Ticket Detail page.  
  • Tab focus for all locations - It can be used in all elements on a page. Note, by default, Tab focus for main locations is enabled.


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.


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.

Hearing

Screen reader

Individuals with vision loss can use Zoho Desk with screen reader and keyboard navigationLearn how to navigate Zoho Desk using the screen reader on your device.



Skip to main content

Agents can navigate to the main content directly by bypassing repeated elements. To access main elements like the ticket list and ticket details, simply press (G+M (Go To Main Content)) to skip ahead.



Mobility

Keyboard Shortcuts

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.

Agents can navigate to specific sections of the page swiftly using the keyboard. The first press of the Tab button activates the Page Navigator menu. Alternatively, agents can directly invoke it by clicking the invoke button or by using the shortcut G + T. Within the Page Navigator menu, agents can:

  • Go to the Main Content: This option allows agents to skip directly to the main content of the page. This is useful for accessing the primary information quickly, such as ticket list view on the page.
  • Go to the Header: Agents can navigate to the header of the page instantly using this option. The header, also known as top band, contains setup icon, modules,  notification and search icon.
  • Go to the Left Panel: This option directs agents to the left panel of the page, where left panel elements such as Team feeds, Ticket views, Headquarters, and more can be accessed. 
  • Go to the Right Panel: Similar to the left panel option, this choice allows agents to swiftly move to the right panel of the page, where right panel elements, such as ticket list view, marketplace, and more, can be accessed.

In addition to the Main Content, Header, Left Panel, and Right Panel, the page navigator menu will also be available in the Footer of selected pages, such as the Add Ticket form.


Display Layout

Users can choose a layout that is optimal for their screen resolution using this option. There are three layouts available and they are,
  1. Adaptive Layout (Default): Adapts the layout to the content of essential pages.
  2. Focused Layout: Applies content focus to all pages.
  3. Full Width: Content is displayed edge to edge and preferred for big screen or monitors.


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. 

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. 


Custom Cursor

Users can personalize the color and size of the cursor based on their preferences. This is especially beneficial for visually challenged individuals, enhancing their ability to clearly discern the cursor's movement on the screen. Upon enabling this option, agents can adjust the cursor size and choose between dark or light cursor colors.


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.




Learning

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.


Toast Notifications

Toast Notifications are timely alerts that appear when an action is executed, conveying messages of success, failure, critical information, warnings, errors, or alerts. Agents can choose their preferred viewing format for toast notifications, either in a Slack-style display (default) or as a list.

 

By default, toast notifications persist for three seconds, but to accommodate individuals with conditions such as seizures, there is a timing control option. This allows agents to extend the display time, ensuring ample opportunity to read and comprehend the toast messages.

 

There are two timing control options available.

 

  • Success and info Toast
    • Agents can choose between auto-close (default) or manual close.
    • Timing for the toast message can be adjusted.
    • These notifications are primarily displayed in green and blue colors.
  • Warning and error Toast
    • Agents can select between auto-close or manual close (default).
    • Notifications in this category are presented in red and orange colors.


Language

Users can choose their desired language (24 languages) in which they want to access the help desk. 




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.



Contact Us

For any information regarding Zoho Desk accessibility please write to accessibility@zohodesk.com


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