Welcome to the Virtual Assistance User Guide for the Post University IT Helpdesk.
This guide explains how to use the Post University IT Helpdesk Virtual Assistant to get IT support. It covers sign-in, messaging, quick actions, voice commands, and best practices.
Sign-in recommendation: Use Sign in with SSO whenever available. If SSO is temporarily unavailable, use the email verification option to continue.
1. What is the IT Helpdesk Virtual Assistant?
The Virtual Assistant is an AI-powered chat available on the IT Helpdesk page. It can answer common IT questions, guide you through steps (such as password resets or access issues), and point you to the right resources or human support when needed. It is available to Post University students, faculty, and staff.
2. Getting Started
Open the IT Helpdesk page in your browser. You will see the chat window in the center of the page. Before you can send messages, you need to sign in so the assistant can associate your conversation with your identity and provide personalized help when relevant.
2.1 Sign-in with Single Sign-On (SSO)
If SSO is available for your account, you will see a Sign in with SSO button. This is the recommended sign-in method.
- Tap or click Sign in with SSO.
- You will be redirected to the Post University organization sign-in page.
- Enter your organization credentials and complete any required verification.
- After successful sign-in, you return to the IT Helpdesk page and chat opens automatically.
2.2 Sign-in (email verification fallback)
On first visit, you will see a sign-in screen. Sign-in uses a one-time verification code sent to your email:
- Enter your email address (your Post University–associated email). Tap or click SEND VERIFICATION CODE. A 6-digit code is sent to that email.
- Check your inbox (and spam/junk if needed). Enter the 6-digit code in the verification field and tap or click VERIFY AND CONTINUE.
- If you entered the wrong email, use the “Use a different email” link to go back and enter the correct one.
- Only authorized Post University students, faculty, and staff can receive a code. If you see a message that your email is not authorized, contact the IT Help Desk to be added to the list.
- After verification, you are signed in and the chat opens. You can then type your question in the input box at the bottom.
3. Using the Chat
3.1 Sending a message
Type your question or request in the text box at the bottom of the chat (e.g., “How do I reset my password?” or “I can’t access my email”). Press Enter or tap the send button to submit. The assistant will reply in a few seconds. You can ask follow-up questions in the same conversation.
3.2 Reading responses
Replies may include step-by-step instructions, links to university pages (e.g., password reset or support portals), or short explanations. Lists and links in the message are clickable where applicable. Scroll up in the chat to review earlier messages.
3.3 Starting a new conversation
If you want to start fresh (e.g., a new topic), use the new conversation button (chat bubble with a plus icon) in the chat header. This starts a new thread while keeping your previous conversation in history. Starting a new conversation does not delete your previous one from the system where logs are retained per Post University policy.
4. Chat Features and Controls
The chat window includes several controls to help you get support quickly and give feedback.
4.1 Quick actions and suggested options
Below the message input bar, you may see quick action buttons (e.g., “Student Password Reset,” “Assignment Submission,” “Student Portal Login”). These are suggested options that appear during or after the conversation. Tap or click a button to send that topic to the assistant so it can guide you step by step without your having to type the full question.
4.2 File upload
You can attach files to your messages using the file upload icon (upward arrow in a square) next to the input field. Use this to share screenshots, error messages, or documents when the assistant needs more context. Supported file types and size limits may apply; if an upload fails, try a smaller file or a different format.
4.3 Voice command
The microphone icon next to the input field enables voice command. Tap it and speak your question; your speech is converted to text and sent as a message. Use voice when typing is difficult or you prefer hands-free input. Ensure your microphone is allowed in the browser and that you are in a reasonably quiet environment for best accuracy.
4.4 Chat history
The chat history icon (clock or history icon) in the chat header lets you view or return to past conversations. Use it to reopen a previous thread or to continue where you left off. Your history is associated with your signed-in identity and is retained per Post University policy.
4.5 New conversation
The new conversation button (chat bubble with a plus icon) in the header starts a new chat thread. Use it when you want to switch to a different topic or issue. Your previous conversations remain available via chat history.
4.6 Thumbs up and thumbs down
After an assistant reply, you may see thumbs up and thumbs down icons. Use them to indicate whether the response was helpful. This feedback helps improve the Virtual Assistant and does not send a new message. Your input is used for quality and training purposes in line with Post University’s privacy policy.
4.7 Copy conversation
To save or share the conversation, use the copy conversation feature when available (e.g., from a menu or icon in the chat). This copies the visible thread to your clipboard so you can paste it into an email, ticket, or document. Use it to keep a record for yourself or to send to IT support when escalating an issue.
4.8 Multi-language support
The Virtual Assistant supports multi-language use. You can type or speak your question in your preferred language (e.g., English, Spanish, or other supported languages). The assistant will respond in the same language when possible, making it easier to get IT help if English is not your first language. Use the same input bar and voice command as for English; no separate language setting is required. If a response appears in a different language than you expect, you can ask the assistant to reply in your preferred language.
4.9 Sign out (logout)
When you finish using IT Helpdesk, sign out from the chat header menu to protect your account, especially on shared or public devices.
- Open the chat menu in the header.
- Select Sign out (or Logout).
- Wait for the sign-in screen to appear again.
- If your browser still shows an old chat session, refresh the page once and confirm you are signed out.
How logout behaves: Sign-out clears your active chat session and returns you to the sign-in screen. If SSO is enabled for your tenant, your next sign-in may redirect to your organization login page; if SSO is unavailable, you can continue with email verification. On shared devices, always confirm the sign-in screen is visible before closing the page.
5. What You Can Ask
The Virtual Assistant is trained to help with IT Helpdesk–related topics, including but not limited to:
- Password resets – How to reset your Post University or email password, and when to use self-service vs. contacting support.
- Email and access – Logging into university email, multi-factor authentication (MFA), and common “can’t log in” issues.
- Learning management system (LMS) – Accessing courses, assignments, and basic navigation.
- Wi‑Fi and connectivity – Connecting to campus or VPN and basic troubleshooting.
- Software and devices – Approved software, installation, and general device questions.
- Account and security – Account lockouts, security best practices, and reporting suspicious activity.
If your question is outside IT (e.g., admissions, billing, academic advising), the assistant may suggest the correct department or link. For urgent or complex issues, it may provide contact details for the IT Help Desk or escalation.
6. Tips for Best Results
- Be specific (e.g., “I can’t reset my password because I don’t receive the reset email” instead of “password doesn’t work”).
- Include one main issue per message; use follow-up messages for related details.
- If the answer isn’t clear, ask “Can you explain step 2 again?” or “Where do I find that link?”
- If the assistant can’t resolve your issue, it will direct you to a person or a form; use that path for escalation.
7. Privacy and Support
Conversations are processed in line with Post University’s privacy policy and terms of service. Do not share sensitive personal data (e.g., full SSN, full password) in the chat. For official policies, see the links in the page footer: Privacy Policy and Terms of Service.
If the Virtual Assistant is unavailable or you prefer to speak to someone, use the main Post University IT Help Desk contact information provided on the university website.
8. Troubleshooting
Chat won’t load
Refresh the page and try again. If you’re on a mobile device, ensure you have a stable connection. If the problem continues, try a different browser or device and contact IT if the issue persists.
SSO sign-in is unavailable or shows an error
If SSO fails, use the email verification sign-in option and continue to chat. Then report the issue to the IT Help Desk with the time of the error and, if possible, a screenshot. Common temporary errors include organization or connection configuration issues.
My email is not authorized / I don’t receive the verification code
Only authorized Post University email addresses can sign in. If you see “This email is not authorized to sign in,” your account may not yet be in the list. Contact the IT Help Desk to verify your access and to be added if applicable. If your email is authorized but you don’t receive the code, check spam/junk, wait a minute and use Resend code when the timer allows, or try again in a few minutes.
I clicked logout but I still look signed in
Wait a few seconds for sign-out to complete, then refresh the page. If needed, close and reopen the browser tab. On shared devices, always confirm the sign-in screen is visible before leaving.
Browser Back shows a Microsoft sign-in error (even after I signed in)
Do not use the browser Back button during or after SSO. The sign-in flow visits Microsoft and Auth0 pages that are stored in browser history; going Back can reopen an expired login URL and show errors such as AADSTS750054.
- Use the chat Sign out icon when you are done (do not use Back to leave).
- If you see a Microsoft error page, open the IT Helpdesk link again and click Sign in with SSO once more.
- On shared computers, always sign out from chat before closing the browser.
Responses are slow or incomplete
Wait a few more seconds; sometimes replies take a bit longer. If the reply is cut off, ask “Can you continue?” or rephrase the question in a shorter form.