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Introduction
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Virtual Help Centre is a centralize one-stop platform where students (parents/guardians) and staff of APU/APIIT can communicate with any functional unit/department help desk they would like to inquire and report a problem. It is the first point of contact for students and staff alike.
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You can open a ticket with respective functional unit/ department to inquire about issues/problems and feedback which have not being discussed in Knowledge Base.
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Getting Started
How to Access Virtual Help Centre
APSpace
Smartphone
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By accessing the APSpace through smartphone, you can access the Virtual Help Centre from the 
button on the top right of the application interface.
Desktop - Web Browser
Step 1 - Click in the search bar on the top right corner.
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Step 2 -Type in Help Centre and click on the hyperlink Help Centre under Collaboration & Information Resources.
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How it works?
There are various functional unit/department help desk of APU/APIITwhere you can send inquiry/question as a ticket tailored to specific request/issue type. It is just like you are visiting each department respective front-counters physically on-campus and meet with our staff but, virtually.
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If you cannot find solution in suggested articles then, you may continue filling up information to submit ticket to respective helpdesk . Once you have opened/submitted ticket to respective helpdesk, it will be assigned to one of our available support staff and they will communicate with you via ticket.
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Login to Virtual Help Centre
Step 1 - Go to Virtual Help Centre
From APSpace > More > Help Centre
Step 2 - Click on Log in
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Step 3 - Enter your student/staff email account and click Next.
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Step 4 - Click on Login in with single sign-on.
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Step 5 - You will be redirected to Office365 @ APU. Enter your student/staff email account and click Next.
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Step 6 - Enter you password and click Sign in.
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Step 7 - After you have successfully logged in, you will be redirected to Virtual Help Centre homepage. |
Next → How to open tickets?
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Sign Up on Virtual Help Centre
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Step 1 - Navigate to Virtual Help Centre Sign up page.   Step 2 - Fill in personal e-mail account and request for the sign up link (Send Link).  |
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Step 1 - Go to Email Notification received in your inbox about the ticket opened, click on View & Reply Ticket.  Step 2 - Click Send Link after redirected to the Virtual Help Centre.
 The link had been sent via e-mail.  |
Step 3 - An email will be sent to your mailbox. If you can’t find it, check your Spam/Junk mail folder.
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Step 4 - Click Sign up to get redirected to the Virtual Help Centre sign up page.
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Step 5 - Enter your Full name and Set your Password for the Virtual Help Centre account. Click Sign up.
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How to Open Tickets
Step 1 - Select the department/functional unit help desk you want to enquire about your issue or request.
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For example, we want to inquire about renewal of borrowed book from the library. We will select Library service desk.
Step 2 - Select the request type.
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Please select the correct request type. Each request type is designed to help resolve your issue as soon as possible.
Step 3 - Enter all the required information for the selected request type.
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Step 4 - Click Send.
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You have successfully opened a ticket with Library - Virtual Help Centre, follow up and send messages about your issue using ticket. You will get a unique ticket ID for each ticket you have opened on Virtual Help Centre.
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Ticket Status Meaning
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| You have opened ticket or submitted response and awaiting response from support staff team. | ||||||||||||
| The support agent has asked you for more information and is holding on you before proceeding further with inquiry. | ||||||||||||
| This ticket is being actively worked on by the support staff. | ||||||||||||
| It means there’s a problem that needs further investigation, help or requires expertise of high level tier support. | ||||||||||||
| The ticket has been automatically closed due to inactivity of (2) two days. You can reply and re-open the ticket in this status and it will auto change status to
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| Your issue has been solved by support staff and is waiting for your satisfaction feedback and comment. | ||||||||||||
| It might be unrelated to respective department help desk or it is a duplicate ticket you have already opened. |
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View Tickets and History of Tickets
Step 1 - Go to Virtual Help Centre and Login with registered e-mail account credential.
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Read this guide; Log in to Virtual Help Centre
Step 2 - Click on the Requests button next to the profile icon on the top right of Virtual Help Centre page.
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Step 3 - Select Created by me from the drop-down list.
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Step 4 - You will get to see a list of tickets you have opened. By default Open requests sorting is selected.
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Step 5 - Click on one of the ticket to view your ticket details
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Sorting & Filtering Your Ticket Request
In this page, you can search and view your requests using different sorting/filter.
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Email Notifications
You will continue receiving email notifications until your issue is being resolved and status marked as
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Every changes can be checked/followed up via the Virtual Help Centre Customer Portal. |
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Profile Management
You can view and manage account details by clicking on the Profile on the top-right of the profile picture.
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In the Profile page, you are able to manage your account and edit account preferences.
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Forgot password?
If you forget your password using your personal email, you can just reset it following the steps below.
Step 1 - Go to Virtual Help Centre Log In Page.
Step 2 - Type in your personal e-mail and click on Forgot your password?
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Step 3 - Check your email inbox and you will receive an email for the reset password link. Click on Reset my password.
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Step 4 - Reset your password by typing in your new password in the password text box.
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You have successfully reset your forgotten password. |