TOPdesk Accessibility

At TOPdesk, we have one simple goal: helping organizations create spectacular customer experiences for all their users. We’re working hard to make it easier for customers with disabilities to access everything TOPdesk has to offer.

What does TOPdesk do to ensure accessibility?

At TOPdesk, we’re taking the following steps to make sure that our product is as accessible as possible:

  • Make accessibility a key quality standard for every new project. That means each new TOPdesk feature should be accessible.
  • Start long-term replacement projects for older interfaces.
  • Provide accessibility training for our staff.
  • Periodically employ external consultancy to assess recent developments.
  • Regularly evaluate TOPdesk’s accessibility ourselves.

Is TOPdesk compatible with browsers and assistive technology?

Yes! TOPdesk is compatible with the two most widely used screen readers: NVDA with Firefox and Jaws with Chrome. We work with HTML standards, supported by ARIA when necessary. While we have not tested other combinations actively, these combinations may end up working to an acceptable degree.

What is TOPdesk’s conformance level?

The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. There are three levels of conformance: Level A, Level AA, and Level AAA. TOPdesk strives for WCAG 2.1 Level AA for all our new products and functionalities. Our Self-Service Portal has been assessed formally.

What is currently accessible in TOPdesk?

We’re currently improving the core of TOPdesk. Next to that, three important parts and features have already been made (more) accessible:

1. Self-Service Portal

With our Self-Service Portal, End-users can do everything required to benefit from the services you offer, like navigating, reading Knowledge Items, and filling in forms.
View the audit of TOPdesk’s SSP from December 2020, updated October 2022 (PDF)

2. Working as a first-line operator

There are three settings available for a more accessible experience. You can find them in the top-right user menu > My Setting > Accessibility.

  • ‘Accessible overviews’ replaces the list of incidents for an accessible counterpart. It can be easily navigated with a keyboard, allowing an operator to seek out the most important incident to pick up.
  • ‘Expand all groups’ alters the incident card interface. The interface limits visible data by having expandable groups, which can hide information from assistive tooling. By expanding these groups, you can find and navigate to all information.
  • ‘Support custom colours’ creates a high-contrast interface if the normal contrast isn’t sufficient. You can also use it as a dark mode.

All fields on the main incident page have descriptive labels, including format requirements, so they can be filled in accordingly. Knowledge Items to quickly and consistently resolve incidents are available as well.

3. Main navigation

TOPdesk’s navigation consist of several elements: the main menu (top-left button), the quick launch bar (left) and the tab bar (top). These are accessible, so people can easily go where they want to go.

I’ve found a limitation. What can I do?

Despite our best efforts TOPdesk isn’t fully accessible for customers with disabilities yet. We can always use your help to further remove these limitations. Please share any limitations you encounter with us, and what high-impact opportunities we might have missed, so we can learn from your experiences.