What can be found from HelpJYU?

HelpJYU is a service portal that can be used to contact university services. In HelpJYU you can find contact forms for different services within the university (Services and guidance), guides for different situations (Guides) and a technical support form (Get help with an IT issue) that you can use if your issue concerns for example user account, email, applications, devices or networks. All forms are available in both English and in Finnish.

University services that can be found in HelpJYU include Digital Services, Student and Academic Services, Open university study services, Finances and HR, Open Science Centre, and Facility Services.

On the front page you can also find the most recent news. In case of an ongoing technical issue or maintenance, you can find an announcement banner at the top of the HelpJYU portal. If some university system or website is not working, check first if there is a banner about it in the HelpJYU portal. If there is, you do not need to send a support request, the problem is being worked on actively!

You can read HelpJYU guides without logging in, and some forms are also accessible without login. However, not all services are visible to users who are not logged in. Log in to see all the available services! If you have an active university account, use it for logging in. You can update information on your university account in the OMA service.

If you do not yet have a university account, you can register in the HelpJYU portal or a HelpJYU account will be created for you automatically when you fill a form. If you have forgotten your HelpJYU account's password, you can change it here.

What form should I use?

We recommend using the Get help with an IT issue form for technical issues, since the form asks for specific information concerning a technical problem and is directed to digital services help desk.

In other matters, browse the service catalog under the Services and Guidance menu. In the portal you can find many different services for different user groups, such as signing up as alumni under for students, or support for digitalizing teaching under Teaching. Software, devices and technical support hosts technical support for different situations, ranging from installing a program on the computer or Video and AV support. Some forms have limited availability based on user role, so it is recommended to log in to see all the available forms.

You can also search for forms and guides in the search bar. You can find the search bar on the front page, or in the upper blue bar:

Don't worry if you're not sure about which form to use. Your request can be moved to another team, so the request will find its way to the right hands!

How are requests being handled?

When the form has been filled, the request will be sent to the group that is in charge of the form. If necessary, the request will be forwarded to another team or even to another department. For example, an account problem might start off in Digital Services, but when it becomes clear that the issue lies in study rights, the request will be moved to Student and Academic Services.

We will contact the customer as the request progresses. All messages concerning the request will be sent to the email address that was filled onto the form, and you can also reply directly from your email. You can also view your requests by logging in to the HelpJYU portal and clicking "Requests" from the top bar.

When the request is finished, it will be closed. Please inform us if your issue has been resolved or your question has been answered so that the request can be closed. When the request is closed, it can not be opened again. You can create a new request for the next issue.

With requests that begin with INC (which technical support requests usually do), you will receive a resolution message and you have one week to reject the resolution by clicking the link at the bottom of the message and sending the email, if you feel like the issue was not resolved. Remember to write down why you rejected the resolution so that the request can be worked on again.

Customer feedback survey

Customer feedback on service requests is collected and used to improve customer service. For each resolved or closed service request, a customer satisfaction survey is sent to the customer. Responding is quick and easy and can be done by clicking on the "smiley face" on the service request closure message, describing the quality of the service.