Virtual Help Centre Complete Guide

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.

You need answers and Virtual Help Centre is where you turn. It is an intuitive place to submit question(s) in the form of help desk tickets or get immediate answers via the Knowledge Base; FAQS, self-instructions on a specific issue, Step-by-step guides, etc.

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.

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.

Step 2 - Type in Help Centre and click on the hyperlink Help Centre under Collaboration & Information Resources.

How it works?

There are various functional unit/department help desk of APU/APIIT where 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.

The Virtual Help Centre is integrated with our Knowledge Base and users can quickly search FAQs, information, guidelines .etc. Knowledge Base is our source of truth and it provides most accurate information and details without any delay of reply from support staff to students (parents/guardians).

You can search through our Knowledge Base in Virtual Help Centre and find suggested articles to your inquiry/question. If you are unable to find solution from our Knowledge Base or have follow-up question related to solution provided then, you can proceed to open a ticket with respective department help desk.

Type your question in Summary field of your issue type page, the system will suggest you articles related to your inquiry from Knowledge Base. In the screenshot above IT Helpdesk-Get IT help ticket is being created and as user types in question about “Moodle” it suggests FAQ, self-help instruction or articles related found in Knowledge Base. In this way, you can immediately find solution and answers to your inquiry without waiting for support.

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.

Login to Virtual Help Centre

Step 1 - Go to Virtual Help Centre

• From APSpace > More > Help Centre

Step 2 - Click on Log in

Step 3 - Enter your student/staff email account and click Next.

Step 4 - Click on Login in with single sign-on.

Step 5 - You will be redirected to Office365 @ APU. Enter your student/staff email account and click Next.

Step 6 - Enter you password and click Sign in.

Next → How to open tickets?

Sign Up on Virtual Help Centre

Step 3 - An email will be sent to your mailbox. If you can’t find it, check your Spam/Junk mail folder.

Step 4 - Click Sign up to get redirected to the Virtual Help Centre sign up page.

Step 5 - Enter your Full name and Set your Password for the Virtual Help Centre account. Click Sign up.

How to Open Tickets

Step 1 - Select the department/functional unit help desk you want to enquire about your issue or request.

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.

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.

Step 4 - Click Send.

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.

Ticket Status Meaning

Pending Clearance (Bursary Helpdesk specific) - The fee payment transaction is awaiting clearance.

View Tickets and History of Tickets

Step 1 - Go to Virtual Help Centre and Login with registered e-mail account credential.

• From APSpace > More > Help Centre

Step 2 - Click on the Requests button next to the profile icon on the top right of Virtual Help Centre page.

Step 3 - Select Created by me from the drop-down list.

Step 4 - You will get to see a list of tickets you have opened. By default Open requests sorting is selected.

Step 5 - Click on one of the ticket to view your ticket details

Sorting & Filtering Your Ticket Request

In this page, you can search and view your requests using different sorting/filter.

Email Notifications

You will continue receiving email notifications until your issue is being resolved and status marked as done. This is to inform you on the status and responses from the support staff, so you are always being updated on your issue.

For example, this is the email users received after an agent replied to the ticket.

You can click on the View & Reply Ticket to open the dialog window of a specific ticket request.

Profile Management

You can view and manage account details by clicking on the Profile on the top-right of the profile picture.

In the Profile page, you are able to manage your account and edit account preferences.

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?

Step 3 - Check your email inbox and you will receive an email for the reset password link. Click on Reset my password.

Step 4 - Reset your password by typing in your new password in the password text box.

Troubleshoot

1. I can't download attachment shared via Virtual Help Centre ticket

2. No Access to View Ticket