For universities, partners, students and staff
Request types and departments.
The type tells us how formal your request is and how fast we aim to respond. The department tells us who should own it.
Choose the type that fits best.
| Type | Choose it when | Example |
|---|---|---|
| Feedback FB | You want to comment on a product, course, session or experience. | "The onboarding webinar was clear, but the recording link came late." |
| Issue IS | Something is broken or not working as it should. | "I cannot open Module 3 in the LMS; the page shows an error." |
| Grievance GR | You want to make a formal complaint about treatment, service or a decision, and have it reviewed. | "My refund request was refused without a reason, and I want it reviewed." |
| Suggestion SG | You have an idea to improve something. | "It would help to download certificates as PDF." |
| Requirement RQ | You have a new need: a feature, a tool, a resource or a change to a process. | "We need a monthly report of learner progress for our programme." |
| Query QY | You have a question that needs an answer. | "When does the next intake for the MBA programme start?" |
If you pick the wrong type, the team can still help. Choose Grievance only when you want a formal review; for a fault, an Issue is faster.
Our response targets.
Every request is acknowledged by email straight away. After that, we aim to meet these targets. Working days are Monday to Friday.
| Type | First response | Resolution |
|---|---|---|
| Issue | Within 2 working days | Within 7 working days |
| Grievance | Within 3 working days | Within 30 days |
| Feedback, Suggestion, Requirement, Query | Within 5 working days | Best effort |
These are the standard targets. Walnut's support admins can change them; the targets that apply to your request are in your acknowledgement email and on the ticket page. A target is an aim, not a guarantee: complex requests can take longer, and we will tell you on the ticket if they do.
Departments.
Pick the department you think should handle your request. The list on the form is always the current one; at launch it is:
| Department | Handles |
|---|---|
| Finance | Payments, invoices, refunds, fee queries |
| Content | Course content, videos, brochures, copy |
| IT & Tech | Login, site bugs, LMS access, integrations |
| Operations | Enrolment, programme delivery, certificates |
| Academics / Learning Design | Course design, faculty, assessments |
| Partnerships | University and partner onboarding |
| Marketing & Sales | Leads, campaigns, enquiries |
| Grievance Cell | Formal complaints. Always copied on a Grievance. |
If no department fits, choose Other.
Choose Other and type the name of the team you are looking for. Your request goes to Walnut's support admins, who move it to the right department. You will see the status Routed and "Other: the name you typed (under review)" until then. We never email an address you type in this box.
Grievances always reach the Grievance Cell.
Whatever department you choose for a Grievance, the Grievance Cell gets a copy and the grievance officer can follow it. See the grievance redressal policy.
The optional person section is for Issues only.
Only an Issue shows Who is this about? (optional). You can choose a name from the list or type one under Name not listed. The person is not notified by the system; only the staff handling the ticket see the name. For every other type, the section is hidden.