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Jira Service Desk Accessibility Issues


I am the IT Manager for Enterprise Applications Development and Support at the Canadian National Institute for the Blind (CNIB).  I am looking to replace our in-house service desk application with an accessible ITIL based application.  The issue we are facing is that the applications we reviewed to date all have varying degrees of issues with accessibility.

One of our accessibility testers (who is blind) told me he tried the Jira demo and found that it was closer to being accessible than most of the other applications we reviewed up to that point.  I signed up for a free trial of Jira Service Desk and Confluence in January 2020 and I converted to the Free plan once the trial was over.  The JSD functionality was harder to figure out than other applications I have tested but I have spent the last few months learning the functionality and have been able to make it work fairly well for our needs from a functionality standpoint.

So now that JSD has passed my functionality assessment, there are some accessibility issues that we would like to have addressed or have assurances from Atlassian that they will be addressed in the near future before we can sign up to start using JSD.  Will Atlassian be willing to meet with our Accessibility team to discuss the issues we have found and try to address them? My team believes these issues can be resolved fairly easily and we would love to help Atlassian make Jira Service Desk fully accessible for users with vision loss.

1 comment

Sharon Helms Community Leader Jul 15, 2020

Hi @Byron Brathwaite , 

We are also using Atlassian Cloud products (including Jira Service Desk) at an educational institution, and have been waiting for Atlassian to be more responsive (or even proactive!) to accessibility concerns. 

We have had one on one conversations with Atlassian product management, and found some small successes by opening bug reports or support requests for very specific features. (For example, the new Confluence editor removed the ability to add alternative text to images for a time, and we were very vocal about the need to restore that feature.) 

I am not sure if you are able to do that if you're on the Free plan? If possible, you might consider upgrading to the Standard plan for one month so that you are covered by the support contract. It might be easier to get in touch with Atlassian employees in that way.

One of our Community questions,  Using Jira Service Desk and/or Confluence? Is accessibility a concern received a comment from a developer on a team, but not much more.

Hopefully we will see some response here! It looks like they hired a "Head of Accessibility" at Atlassian four months ago, so maybe...?

Best wishes, Sharon


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