Tooltip for Feedback emoji controls are not accessible using keyboard. | Community
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Question

Tooltip for Feedback emoji controls are not accessible using keyboard.

  • July 6, 2026
  • 1 reply
  • 6 views
M

Test Environment:
OS: Windows 11 24H2(OS Build 26100.4946)
Browsers: Edge (version 150.0.4078.42)
URL: https://www.intercom.com/help/en/articles/415-get-feedback-at-scale-using-message-reactions

User Impact:
Keyboard-only users, including individuals with motor disabilities or those relying on assistive technologies, will be unable to access the feedback emoji tooltip on Windows. This limits their ability to provide feedback and violates accessibility standards for inclusive design.

Repro Steps:

  1. Open the URL: https://www.intercom.com/help/en/articles/415-get-feedback-at-scale-using-message-reactions in edge browser.
  2. Intercom page will open.
  3. Press tab key to reach to the feedback emoji control.
  4. Verify whether Tooltip for Feedback emoji controls are accessible using keyboard in windows or not.

Actual Result:
While navigating using keyboard tab key, Tooltip is not appearing on feedback emoji controls in windows.

Refer Attachment:

  1. Tooltip for Feedback emoji controls are not accessible using keyboard in windows.png
  2. Tooltip for Feedback emoji controls are not accessible using keyboard in windows.mp4

 

Expected Result:
Tooltip for Feedback emoji controls should be accessible using keyboard in windows. When keyboard focus is on the emoji control tooltip should appear.

    1 reply

    D
    Intercom Team
    Forum|alt.badge.img+5
    • Dara KIntercom Team
    • Intercom Team
    • July 16, 2026

    Hi ​@MsfteDAD, 

    Thanks for reporting this and for sharing the reproduction steps.

    I checked the Help Center page you linked and the current implementation of the reaction controls. The feedback icons on that page are implemented as actual button elements, and each one already has an accessible name via aria-label such as “Disappointed Reaction”, “Neutral Reaction”, and “Smiley Reaction”. They also expose aria-pressed for state.

    I also confirmed this in the component tests, which explicitly verify that those three controls are present as buttons with those accessible names.

    Because of that, keyboard and assistive-technology users should still be able to reach and understand the controls even if a visual tooltip does not appear on focus. In our tooltip guidance, tooltip content is considered optional/non-essential, and the accessible label is the part intended for screen readers.

    So based on the current implementation, this does not look like a case where the reaction controls are inaccessible by keyboard. Rather, it looks like the current Help Center reaction picker does not implement a separate visual tooltip-on-focus behavior for those buttons. We do not see a supported setting to enable that behavior today.

    So in short:

    • the controls are keyboard-focusable buttons with accessible labels,

    • a visual tooltip appearing on focus is not part of the current implementation,

    • and there is no customer-facing setting we can enable to force that tooltip behavior.

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