For universities, partners, students and staff
How to raise a request.
A request takes a few minutes. You need your Walnut account, a short subject and a clear description. Everything else is optional.
Before you start.
- Sign in with your Walnut account. If you are not signed in, the form takes you to the sign-in page and brings you back afterwards. New to Walnut? You can create an account with your email address on the same page.
- Have any screenshots or documents ready. You can attach up to 3 files: PDF, JPG or PNG, 4 MB in total.
- If your request is about something you have already raised, reply on that ticket instead of raising a new one. You can find it under My requests.
Raise a request in five steps.
Go to Raise a request, or use the Help & feedback link inside any Walnut app. The form has the same five parts, in this order.
Choose the type. Feedback, Issue, Grievance, Suggestion, Requirement or Query. Not sure which one? When you choose Grievance, the form reminds you that it is always copied to the Grievance Cell.
Choose the department. Pick the team you think should handle it. If none fits, choose Other and type the name of the team; our triage team, Walnut's support admins, sends it to the right department. We never send your request to an email address typed into this box.
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Tell us what it is about.
- Subject, up to 120 characters.
- Description, up to 3,000 characters. Say what happened, when, where (which app or page) and what you expected.
- Reference (optional): an order, invoice, course, batch or earlier ticket ID, up to 200 characters.
- Attachments (optional): up to 3 files, PDF, JPG or PNG, 4 MB in total.
- Who is this about? (optional, only for an Issue): see below.
Tell us about you. Choose what you are: University, Partner, Student, Walnut staff or Other. We suggest one from your account; change it if it is wrong. Then choose your preferred contact. Email is the default. If you prefer a phone call, choose phone and add your number, with at least 8 digits. The team sees it and may call you; every update still comes by email and stays on the ticket.
Send. Select Send request. You go straight to your new ticket, and we email you an acknowledgement with your ticket ID.
Only for an Issue: who is this about.
When the type is Issue, the details part of the form shows an optional section, Who is this about? You can pick a name from the list, or type one under Name not listed. This helps the department understand the issue.
- It is optional. Leave it blank if the issue is not about a person.
- The person you name is not emailed or told by the system. Only the Walnut staff handling the ticket see it.
- For any other type, the section is hidden and ignored.
Grievances are always copied to the Grievance Cell.
When you choose Grievance, the Grievance Cell receives a copy whichever department you pick, and the grievance officer can see it. Read the grievance redressal policy for how grievances are handled.
Attachments.
| Number of files | Up to 3 per submission or reply |
|---|---|
| File types | PDF, JPG and PNG. We check the file's contents, not just its name. |
| Size | 4 MB in total per submission or reply (each file must also be 4 MB or less) |
| Who can open them | You, the department handling the request and Walnut's support admins, after signing in |
If a file is too large, reduce the image size or split a long PDF, and add the rest in a reply on the ticket.
What happens next.
- Your request gets a ticket ID such as WT-IS-000123 and the status Routed.
- We email you an acknowledgement straight away, with the ticket ID, the department and our targets.
- The department is emailed and starts work. You get an email whenever there is a reply or a change of status.
Read Tracking, replies and closing for the rest of the journey.
Limits that keep the system fair.
To protect the service, you can raise up to 10 requests in an hour and, by default, 20 in a day. If you reach a limit, the form tells you; add to an existing request or try again later.