Overview

Accessibility is fundamental to our mission of making it easy for businesses to delight their customers and employees. We are committed to building inclusive products, improving usability for people of all abilities, and continuously enhancing our accessibility practices. Through thoughtful design, engineering, and testing, we strive to ensure that everyone can use Freshworks products with confidence. We are committed to conforming to WCAG 2.2 AA standards.

VPAT documents

The following Voluntary Product Accessibility Template (VPAT) documents outline the level of support each Freshworks product provides for specific WCAG 2.2 AA criteria. These VPATs help customers, including procurement and compliance teams, evaluate how our products meet accessibility requirements, including those defined under Section 508 of the U.S. Rehabilitation Act. They are intended to provide transparent and comparable information on accessibility across our product suite.

Freshdesk

You can view the following VPAT documents in the attachments:

• Freshchat VPAT
• Freshdesk Customer Portal VPAT
• Freshworks Freshdesk Agent VPAT
• Freshworks Web Chat Widget VPAT

Accessibility Audit Methodology

At Freshworks, we follow a structured accessibility audit methodology to ensure our products meet WCAG 2.2 Level A and AA standards.

Our approach combines automated efficiency, rigorous manual validation, and AI-assisted development practices.

• Continuous Shift-Left Testing
  Accessibility is integrated into the earliest stages of our product development lifecycle.
  • Continuous automation: Automated accessibility checks are run across design, development, and QA phases to identify and resolve issues early.
  • Real-time AI assistance: Developers use AI-powered tools, including accessibility-focused agents, to detect and fix code-level issues before code is merged.
• Hybrid Auditing & Deep-Dive Verification
  We use a hybrid audit strategy that combines automated testing with real-world manual validation.
  • Automated E2E testing: End-to-end accessibility regression testing is performed using industry-standard tools such as aXe DevTools.
  • Manual assistive technology audits: Our team conducts detailed evaluations using real-world scenarios, including:
    • Keyboard-only navigation to ensure proper focus order and operability
    • Screen reader testing to validate semantic structure and compatibility
• Documentation, VPAT & Compliance Reporting
  Transparency and accountability are central to our compliance efforts.
  • VPAT generation: We produce VPATs to document conformance against WCAG 2.2 standards.
  • Remediation roadmap: We provide prioritized plans outlining identified issues, severity, and timelines for resolution.
• Agile Remediation & Validation
  We address accessibility gaps efficiently while ensuring quality and stability.
  • Real-time fix verification: Engineers and QA teams validate fixes as they are implemented, ensuring compliance targets are met without introducing regressions.