Zendesk, Inc.

Zendesk

Zendesk is a beautifully simple AI customer service platform. It's designed for companies that want to create customer relationships that are more meaningful, personal and productive. We start by helping companies to provide great support and then mature with self-service and proactive engagement.

Features

• Ticket /Incident Management
• Multi-Channel solution (email, chat, phone, social media)
• Reporting - Analytics and Insights
• Mobile apps and SDK for in-app development
• Self Service Help Centre (Knowledge base and Community Forum)
• Multi-language (28) and Multi-brand (unlimited)
• Fully Customisable (white label solution)
• Industry standard REST APIs, SDK and development framework
• Highly secure including SSO, 2-factor authentication, data encryption
• AI-driven chatbots, agent help, smart routing, and sentiment analysis.

Benefits

• Improve Agent efficiency with a single, multi-channel agent interface
• Connect your social channels (Facebook and Twitter).
• Take customer calls in Zendesk or via other telephony suppliers.
• Reduce support costs and drive sales via Chat.
• Streamline support with ticket views, triggers and automations.
• Provide 24/7 customer service support.
• Use Guide to build powerful self service capability.
• Transform your Zendesk to match your brand.
• Measure customers' satisfaction and your support team's performance.
• Use over 500 apps that sit natively within Zendesk's interface.

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jstubbs@zendesk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

852451308301921

Contact

James Stubbs
+44 7817 663036
jstubbs@zendesk.com

About the service

• Service categories:
  • Application Development and Deployment
    • AI platforms
      • Search and knowledge discovery
        • Search and knowledge discovery
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Zendesk is provided as a hosted solution only and is not available for implementation in an on-premise environment. As such, Zendesk requires a high speed internet connection to allow access to the solution and its use requires certain minimum specifications of the computer and browser (see "System Requirements").
• System requirements:
  • High speed Internet connection
  • Computer must meet minimum specifications for OS (Windows/Mac OSX)
  • Browser must be a stable release.
  • Browser Configuration - Javascript must be enabled
  • Browser Configuration - Cookies must be enabled
  • Browser Configuration - localStorage must be enabled
  • Browser Configuration - Security Protocol TLS v1.2 or above

User support

• Email or online ticketing support: Yes
• Support response times: Support levels are dependent on the service plan to which a customer is subscribed. Zendesk’s Professional Support service plan includes 24x5 support via email and phone. Zendesk’s Enterprise Support service plan includes 24x7 support via email, chat and phone.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: https://www.zendesk.com/company/policies-procedures/accessibility/
• Onsite support: Yes, at extra cost
• Support levels: Support levels are dependent on the service plan to which a customer is subscribed. ; Zendesk’s Professional Support service plan includes 24x5 support via email and phone.; Zendesk’s Enterprise Support service plan includes 24x7 support via email, chat and phone. Priority support is also available to customers on the Enterprise Support service plan at additional cost (via our Priority Customer Support Add-On), providing a 1 hour first response time and 99.9% uptime SLA, backed up by service credits.; Zendesk's Customer Advocate team owns post-implementation support and is organised as follows:; (i) Product Support ("Tier 1"); (ii) Technical Support Engineers ("Tier 2"); and (iii) Technical Support Architects ("Tier 3").; These teams are globally distributed and available 24x7.; Additional technical support resources from the Professional Services team can be made available at extra cost and subject to execution of a Statement of Work.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Getting started Extensive user documentation is available on the Zendesk Support website (https://support.zendesk.com/hc/en-us). This includes how to get started with the solution as well as detailed support for advanced users. Documentation for APIs and SDKs is available via the Zendesk Developer Portal (https://developer.zendesk.com).; ; Zendesk provides training in many different forms, based on the specific requirements of our customers and the specific project. For example:; (i) Self-service guided resources are available on the Zendesk Support website; (ii) free and paid instructor and self led recorded/live (in person, remote) trainings/webinars are available via Zendesk Training (training.zendesk.com); (iii) custom training (remote or in person) can be designed and scoped based on customer requirements, at additional cost.; ; Zendesk offers a variety of implementation approaches, designed to meet the needs of our customers. These include various degrees of initial training for the customer's project team to ensure they have a solid understanding of the Zendesk solution before the design workshops. This helps develop a common understanding and language at the very start of the project.
• Service documentation: Yes
• Documentation formats: HTML
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: Zendesk’s REST APIs and CSV/XML functionality allow customers (via their Account Administrator(s)) to export Service Data on demand, and Service Data will be available for export for 30 days after the contract ends. In the event a customer terminates their subscription, they can also request Zendesk to provide a full export of their Service Data, for which an additional charge may apply at Zendesk's professional services rates.
• End-of-contract process: On termination or expiration of the contract, Service Data will continue to be available to the customer's Account Administrator(s) for an additional thirty days, during which the customer's Service Data may be exported by the Administrator(s). If customers require assistance with data export, a charge may apply which will be charged at Zendesk’s professional services rates.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile is provided via native iOS and Android apps, whereas desktop is accessed via web browser. Mobile utilizes the Zendesk APIs to provide functionality for agents on-the-go. Mobile does not have all the features of the desktop service e.g. admin/account setup, security configuration, customer satisfaction ratings, WYSIWYG comment editing, adding inline images, ticket actions audit display and other non-mobile friendly features. Mobile focuses on features that enable agents to perform core ticketing workflows, and has configurable push notifications that desktop does not have. There are no admin functions within mobile. Security and permissions are the same for mobile as desktop.
• Service interface: Yes
• Description of service interface: Please see https://www.zendesk.com/support/features/; ; https://support.zendesk.com/hc/en-us/articles/4408883355546-Introduction-to-the-Support-agent-interface-standard-agent-interface
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: https://www.zendesk.com/company/policies-procedures/accessibility/
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Our REST API allows customers to interact with a variety of features and aspects of Zendesk products. The majority of the functionality available via our user interfaces can be interacted with using the API.; ; Customers/partners can use our Reseller API to create accounts. Or they can create an account on the web and then use the API. Users and agents can also be created via the API.; ; The API supports updates to tickets, users, and other key Zendesk data points. Customers can use various endpoints to make updates.; ; Full documentation, including the full list of supported endpoints, is available in our API documentation which can be found in the Zendesk Developer Portal on our website (https://developer.zendesk.com).
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Zendesk Support was created with three user groups in mind: Agents, Administrators and Managers. One of the core requirements of Zendesk is to enable suitably authorised members of these user groups to use, configure and enhance Zendesk without the need for development capabilities.; ; Areas of the Support solution that can be configured by authorised users to meet customers’ specific requirements include: (i) business processes and workflows, including Automations, Triggers, Macros; (ii) multi-channel capabilities, including self service, email, chat, phone, social media; (iii) analytics; (iv) consumer/customer facing Help Centre functionality and user interface; (v) knowledge content management; (vi) native mobile apps; and (vii) Community.; ; Additionally, Zendesk’s extensive SDK and API support allows more technical users to extend the power of the solution through the development of specific apps and integrations. For example: (i) Mobile SDK allows for support of Android and iOS capability within your own mobile apps; and (ii) the Zendesk APIs allow customers to extend the solution’s capabilities through integration with external systems, as well as enriching Zendesk data with data from third party sources to provide an enhanced consumer/customer experience.

Scaling

• Independence of resources: Zendesk is fully on the cloud, as a SaaS-based, multi-tenant solution. Zendesk uses a fully redundant, distributed, and automated environment consisting of geographically separate Availability Zones running multiple, self-sustaining instances of the Zendesk application. As a precaution, our cloud provider has additional space and power to add capacity to the Availability Zones should one of the data centers become unrecoverable in a disaster.

Analytics

• Service usage metrics: Yes
• Metrics types: Zendesk provides prebuilt real-time operational dashboards supporting monitoring of KPIs for the following interrelated areas: (i) customer satisfaction; (ii) support operations; (iii) agent/team performance; (iv) knowledge base usage; (v) community usage; (vi) search effectiveness/ticket deflection.; ; Each area has a set of 4-6 KPIs, displayed in dashboard headlines and graphs. Prebuilt dashboards can be filtered to time intervals ranging from the last 24 hours up to the last 90 days.; ; Applicable KPIs, e.g. solved tickets, first reply time, customer satisfaction and agent touches, can be monitored in aggregated headline reports and graphs (also available in pre-built leaderboards by agent or team).
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Service Data can be exported using the Zendesk API (as further described on the Zendesk Developer Portal - https://developer.zendesk.com). Administrators on Professional and Enterprise Support service plans may also export Service Data via the user interface once they have enabled data export on their account. Account owners can enable data export functionality by emailing support@zendesk.com.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Our network is protected by redundant layer 7 firewalls, best-in-class router technology, secure HTTPS transport over public networks, regular audits, and network intrusion detection/prevention technologies (IDS/IPS) that monitor and block malicious traffic and network attacks. Major application data flow ingress and egress points are monitored with Intrusion Detection Systems (IDS) or Intrusion Prevention Systems (IPS). In addition to our own capabilities and tools, we contract with on-demand DDoS scrubbing providers to mitigate Distributed Denial of Service (DDoS) attacks. Network security scanning gives us deep insight for quick identification of out-of-compliance or potentially vulnerable systems.

Availability and resilience

• Guaranteed availability: We use commercially reasonable efforts to make our service available 24 hours a day, 7 days a week, except during planned downtime and in the event of a force majeure. We guarantee 99.9% availability of Zendesk Support and Zendesk Chat to purchasers of our Priority Customer Support Add-On, in accordance with the terms applicable to that Add-On.
• Approach to resilience: We have developed a risk framework and strategy that accounts for the evaluation of our facilities, technology, applications, data, processes and overall organization to ensure our risk mitigation strategy operates at multiple levels with broad coverage. Zendesk uses a fully redundant, distributed, and automated environment consisting of geographically separate data centers running multiple, self-sustaining instances of the Zendesk application. As a precaution, we have additional space and power to add capacity to our data centers should one data center become unrecoverable in a disaster. We use multiple Internet service providers, connected through diverse paths entering the facilities at physically secure, separate locations. This redundant mesh-edge network design delivers robust networking through a number of paths. Our database data is stored on efficient flash memory devices with multiple servers per database cluster. Any hardware component failures are handled quickly and easily with automated builds and deploys. Our strict backup regime helps protect customer data should we experience a major incident. Key source data for standard Zendesk accounts is backed up daily, which includes both local and off-site storage.
• Outage reporting: Service impacts are coordinated through our cross-functional Incident Response process. As a key part of this process, impacts to service are communicated through our System Status page, Twitter, and our Zendesk Help Center (available on the Zendesk Support website, https://support.zendesk.com/hc/en-us). The process includes appropriate update frequency, post-event follow up, and ability to escalate for additional information.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Additional authentication methods are available for Zendesk Support, depending on the service plan to which a customer is subscribed, including the following: SSO, SAML, Active Directory SSO, configurable password requirements, and IP restrictions.
• Access restrictions in management interfaces and support channels: Zendesk leverages the following management access methods: (i) dedicated devices on a segregated network; (ii) dedicated services for community service management; and (iii) service management via bastion hosts.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: SOC 2 Type II, ISO 27018:2019, ISO 27701:2019, ISO 27017:2015, Cyber Essentials, Cyber Essentials Plus, CSA STAR AI Levels 1 & 2
• Information security policies and processes: Zendesk has a full suite of security policies, including: (i) Information Security Policy; (ii) Security Incident Response Policy; (iii) Production Network Security Monitoring Policy; (iv) Production Network Change Management Policy; (v) Production Network Access Control Policy; and (vi) Information Management Standard.; ; All policies are reviewed at least annually, or in real time if necessary.; ; Assurances are obtained by independent third party auditing of our security controls.; ; In terms of reporting structure, the various security teams (Incident Response, Security Compliance, Network Security, Threat Intelligence, Secure Development, Application Security, and R&D) report to the SVP Chief Trust Security Officer.; ; Security policies are part of mandatory training and such training is backed up by internal tests including routine attempts to socially engineer our staff.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Zendesk follows change control procedures for all system/software configuration changes, including: (i) documenting change impact (operational impact; security impact on major projects); (ii) peer review for technical scope; (iii) management review for timing and impact scope (segregation of change-management duties); (iv) testing of operational functionality (pre- and post-testing); (v) back-out procedures; (vi) change documentation (logs, etc); (vii) tracking of code changes and infrastructure components via code versioning tool or Ops related tickets. Changes are recorded and kept for auditing purposes.; ; Approvals are required for all changes. For network devices, approvals are required before ports can be opened to that device.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We assess and obtain information regarding potential threats in the following ways: (i) continuous dynamic scanning for vulnerabilities on live applications; (ii) static code analysis upon commits to our code bases; (iii) third-party penetration tests; (iv) dedicated Security Personnel; (v) public "bug bounty”; (vi) third party infrastructure scanning.; ; Zendesk maintains documented SLAs for bug fixes which are in line with industry standards.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We digest many sources of potential vulnerabilities for product and infrastructure, including: (i) code scans; (ii) network scans; (iii) penetration tests; (iv) bug bounty; (v) threat intel; and (vi) QA testing.; ; All of these sources feed into ticketing processes for validation, risk-ranking, assignment, and tracking.; ; We investigate and respond as necessary to any incidents or potential compromises immediately.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: We have a documented Security Incident Response Policy. This Policy contains run-books for common event types.; Subscribers may report incidents via customer ticket, email to security@zendesk.com, or internally by Zendesk personnel via communication channels directly to Security Operations.; Incident reports are provided to affected customers based on their contractual notification terms for such incidents; otherwise, an email to the account owner is used.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Users can register for a trial on various Support, Talk or Chat service plans. There are no limitations to the functionality available during the trial. Trials can be converted to a Production environment, without the loss of any configuration or data, if required at the successful completion of the trial.
• Link to free trial: https://www.zendesk.com/product/pricing/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 15%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: EY CertifyPoint
• ISO/IEC 27001 accreditation date: Wednesday 18 April 2018
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001:2022 certification covers the Information Security Management System (ISMS) governing the development, operations, maintenance, and delivery of Zendesk, Inc.’s SaaS products.; In-Scope Products; ; The certification applies to the Zendesk Suite, including:; ; Core Features: Ticketing, Help Center, Messaging, Live Chat, Voice, Reporting, and Platform.; ; Intelligence: AI Agent Essential, AI and Automation, and Zendesk Copilot.; ; Connectivity: Mobile Apps/SDKs and Sunshine Conversations.; ; Add-Ons: Advanced Data Privacy and Protection (ADPP), Workforce Management, Data Storage, High Volume API, and Premium Sandbox.; ; Legacy Add-Ons: Including Productivity Pack, Advanced Compliance, and Data Center Location.; ; In-Scope Teams; ; Security management is integrated across three primary global divisions:; ; Engineering: Manages product architecture, design, and overall application delivery.; ; Foundation: Oversees production infrastructure, including compute, storage, edge, and system reliability.; ; Trust & Security: Protects customer data and employees through product security, governance, risk, compliance, and cyber defense.; ; Note: Corporate environments and any products or entities not explicitly listed above are excluded from this scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Tuesday 25 March 2014
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: https://cloudsecurityalliance.org/star/registry/zendesk/services/zendesk
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 9420186a-cb52-4e1a-ae56-8bdda2b2132b
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 51256279-5254-45bd-b5f1-d703cf7d3a24
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type II Report
  • ISO 27017
  • ISO 27018
  • ISO 27001
  • ISO 42001

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Volunteering opportunities for staff
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Introducing transparency to pay and reward processes
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jstubbs@zendesk.com. Tell them what format you need. It will help if you say what assistive technology you use.