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Thread: accessibility / screen reader compatibility of various helpdesk ticketing systems

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From: Sarah Morehouse
Date: Thu, May 19 2011 4:21PM
Subject: accessibility / screen reader compatibility of various helpdesk ticketing systems
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Our library is looking into getting a helpdesk ticket tracking application,
and we want to make sure that whatever we get is accessible to people who
use a screen-reader. We are looking at DeskPro, Kayako Fusion, ZenDesk, and
ReadyDesk. Where should I go to find out how they measure up in terms of
accessibility for end users and staff members?

Sarah Morehouse
Librarian, Empire State College
518-580-4865

From: J. B-Vincent
Date: Thu, May 19 2011 4:39PM
Subject: Re: accessibility / screen reader compatibility of various helpdesk ticketing systems
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Hi Sarah:

We have an article about this on the AT Coalition website: http://atcoalition.org/article/accessibility-considerations-and-library-software

--Jane Vincent, Center for Accessible Technology

--- On Thu, 5/19/11, Sarah Morehouse < = EMAIL ADDRESS REMOVED = > wrote:

From: Sarah Morehouse < = EMAIL ADDRESS REMOVED = >
Subject: [WebAIM] accessibility / screen reader compatibility of various helpdesk ticketing systems
To: = EMAIL ADDRESS REMOVED =
Date: Thursday, May 19, 2011, 3:20 PM

Our library is looking into getting a helpdesk ticket tracking application,
and we want to make sure that whatever we get is accessible to people who
use a screen-reader. We are looking at DeskPro, Kayako Fusion, ZenDesk, and
ReadyDesk. Where should I go to find out how they measure up in terms of
accessibility for end users and staff members?

Sarah Morehouse
Librarian, Empire State College
518-580-4865

From: Michael.Moore@dars.state.tx.us
Date: Mon, May 23 2011 1:48PM
Subject: Re: accessibility / screen reader compatibility of various helpdesk ticketing systems
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I would start out by requesting a VPAT and then review that to see what the vendor says about accessibility. After that you should ask for access to a demo version for testing. Trust but verify - it's a Regan thing. If they look at you cross-eyed when you ask for the VPAT then they probably are not accessible.

Michael Moore
(512) 424-4159

-----Original Message-----
From: = EMAIL ADDRESS REMOVED = [mailto: = EMAIL ADDRESS REMOVED = ] On Behalf Of Sarah Morehouse
Sent: Thursday, May 19, 2011 5:21 PM
To: = EMAIL ADDRESS REMOVED =
Subject: [WebAIM] accessibility / screen reader compatibility of various helpdesk ticketing systems

Our library is looking into getting a helpdesk ticket tracking application,
and we want to make sure that whatever we get is accessible to people who
use a screen-reader. We are looking at DeskPro, Kayako Fusion, ZenDesk, and
ReadyDesk. Where should I go to find out how they measure up in terms of
accessibility for end users and staff members?

Sarah Morehouse
Librarian, Empire State College
518-580-4865