Add Comprehensive Accessibility Features to Zoho Desk Help Center for End Users

Add Comprehensive Accessibility Features to Zoho Desk Help Center for End Users

Hello Zoho Desk Team,

We hope you're doing well.

We’d like to submit a feature request to enhance the client-facing Help Center in Zoho Desk with comprehensive accessibility features, similar to those already available on the agent interface.

🎯 Current Limitation

While the Zoho Desk agent interface supports a broad range of accessibility options (such as increased contrast, zoom controls, focus highlights, and keyboard navigation), the Help Center currently offers only limited accessibility, primarily screen reader compatibility.

This makes it difficult for customers with visual, cognitive, or motor impairments to use the Help Center effectively and independently.

✅ Feature Request

We request the addition of the following accessibility tools to the Help Center UI for end users:

  • Increased Contrast

  • Reading Mask

  • Focus Ring

  • Underline Links

  • Zoom Level Adjustment

  • Display Font Size Controls

  • Screen Reader Compatibility (expanded)

  • Skip to Main Content

  • Keyboard Navigation / Shortcuts

  • Page Navigator

  • Display Layout Options (Compact / Comfortable)

  • Animation Controls (Reduce Motion)

  • Emphasize Focus Area

  • Custom Cursor Support

  • Custom Scrollbar Options

These features should be available as a universal accessibility widget or settings panel, easily accessible from any Help Center page.

📌 Use Case & Importance

We’d like to clarify that the same use case that led you to develop accessibility features for the agent side of Zoho Desk—namely, making the platform usable for agents with disabilities—applies just as strongly, if not more so, to end users accessing the Help Center.

In fact, customers with disabilities are more likely to require accessibility support when seeking assistance, especially if they’re trying to resolve issues independently through self-service. Ensuring that the Help Center is accessible isn’t just about convenience—it’s about equity and compliance.

This is not just a UX improvement — in many countries, including Israel, accessibility is a legal requirement for digital services.

For our organization and many others, enabling an accessible Help Center is essential to:

  • Serve customers with disabilities

  • Comply with national accessibility regulations

  • Align with WCAG (Web Content Accessibility Guidelines) standards

  • Demonstrate a commitment to inclusivity and digital equity

🔧 Implementation Suggestion

Even a gradual rollout of these features (e.g., focus ring, contrast toggle, and font controls as a first phase) would be extremely helpful. We also recommend a centralized accessibility settings panel so users can customize their experience as needed.

We appreciate your consideration of this important request and would be happy to provide additional details or use cases if needed. Thank you for continuously improving Zoho Desk to meet the diverse needs of all users.

Best regards,
 Ram



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