There are three ways to contact the zyBooks Support team.
1. Sending an email to support@zybooks.com
2. Selecting the "Submit a request" option at the top of our help center (support.zybooks.com)
3. Using the feedback buttons on any activity within a zyBook and indicating that comments describe a Serious or Minor Error.
In any of the three cases described above, a user will always receive an auto-reply email indicating that the message has been received.
If this auto-reply email is deleted, the user may lose track of the full conversation.
Please see the example conversation below. The testing email address was removed from the screenshots.
Example 1 - A test email sent to support@zybooks.com
At this point in time, the thread was deleted from the Yahoo inbox. The thread was then responded to in Zendesk. Since the initial conversation was deleted, the latest reply from Zendesk does not have any context.
Example 2 - Using the feedback button in a zyBook
The first screenshot shows what it looks like to leave feedback in a zyBook.
This is the auto-reply sent by our ticketing system when the feedback is received.
The response from a support agent.
Example 3 - Using the feedback button in a zyBook, but deleting the auto reply before zyBooks can respond.
The first screenshot shows what it looks like to leave feedback in a zyBook.
Auto reply is received and then immediately deleted.
Here is the response sent by the zyBooks support to the email chain that was deleted in Yahoo Mail.