Help & feedback
Help centre.
Tell us what is working, what is not, and what you need. Every request gets a ticket ID, an acknowledgement email and a named department that owns it until it is closed.
Who this is for.
The help centre is for everyone who works with Walnut Data Tech: universities, partners and education agents, students and learners, and Walnut staff. You raise a request with your Walnut account, the same email sign-in you use for every Walnut app.
Start here.
Our policies.
Six kinds of request.
| Type | Use it for | Ticket ID looks like |
|---|---|---|
| Feedback | Comments on a product, course, session or experience. | WT-FB-000123 |
| Issue | Something is broken or not working as it should. | WT-IS-000123 |
| Grievance | A formal complaint about treatment, service or a decision that you want reviewed. | WT-GR-000123 |
| Suggestion | An idea to improve something. | WT-SG-000123 |
| Requirement | A new need: a feature, a tool, a resource or a change to a process. | WT-RQ-000123 |
| Query | A question that needs an answer. | WT-QY-000123 |
How we reach you.
We work through tickets and email. There is no phone line or live chat for requests. If you prefer a phone call, choose phone and add your number. The team sees it and may call you; every update still comes by email and stays on the ticket.
For Walnut teams.
- Guide for department staff: the support queue, replies, internal notes, routing and resolving.
- Guide for support admins: departments, members, the names list, settings and triage.
- Adding Help & feedback to an app: links and the API for Walnut apps.
Ready when you are.
Raise a request in a few minutes, or check one you have already raised with its ticket ID and your email address.