For universities, partners, students and staff
Tracking, replies and closing.
Your ticket ID is the key to your request. Keep it, and you can check progress, reply, confirm, reopen or appeal at any time.
Two ways to check a request.
Signed in.
Open My requests to see every request raised with your email address. Open one to read the full history, add a reply or attachments, and confirm, reopen, rate or appeal.
My requestsWithout signing in.
Use Check a request with your ticket ID and the email address you used. You see the status and the public history. To reply, sign in.
Check a requestFor your privacy, the status page gives the same answer whether the ticket ID or the email address is wrong, and it allows a limited number of lookups from one connection in 15 minutes.
What each status means.
| Status | What it means | What you can do |
|---|---|---|
| Submitted | We have received your request. | Nothing yet. It moves to Routed straight away. |
| Routed | A department owns it, or support admins are choosing one (Other). | Add a reply if you have more detail. |
| In progress | Someone is working on it. | Add a reply if anything changes. |
| Awaiting your reply | We need information from you before we can continue. | Reply on the ticket. Your reply moves it back to In progress. |
| Resolved | We believe it is solved and have written a resolution note. | Confirm it. If it is not fixed, reply or reopen. |
| Closed | The request is finished. | Rate how we handled it. Reopen within 30 days, or appeal once (not for a Grievance). |
| Reopened | You told us it is not solved, and the team has been told. | Add detail in a reply. |
The emails you receive.
- Acknowledgement, straight away, with your ticket ID, the department and our targets.
- A reply whenever the team writes to you, and a note if they need more information.
- A status change when your request moves to In progress or Awaiting your reply.
- Resolved, with the resolution note and a link to confirm or reopen.
- Closing tomorrow, a reminder the day before a resolved request closes automatically.
- Closed, with a link to rate or reopen.
Each email has a link to the ticket. Please reply on the ticket page rather than by email, so the whole history stays in one place and the right people see it.
Replying and adding files.
You can reply at any time until the request is closed, and attach up to 3 files (PDF, JPG or PNG, 4 MB in total) with each reply. A reply on a resolved request sends it back to the team as In progress. The team's internal notes, and any files attached to them, are not shown to you; every reply addressed to you is.
To keep the service fair, you can send up to 30 replies an hour.
Confirming, auto-close and reopening.
Resolved. When the team resolves your request, check the resolution note. If it solves the problem, select confirm; the request closes.
Not fixed? Reply on the ticket or reopen it, and tell us why. The department is told straight away.
No answer from you. A resolved request closes automatically 7 days after it was resolved. We email a reminder the day before.
After closing. You can reopen a closed request within 30 days of it closing. After that, raise a new request and mention the old ticket ID in the reference box.
7 and 30 days are the standard settings; Walnut's support admins can change them, and the emails you receive always state the current number.
Rating how we did.
Once a request is closed, you can rate it once, from 1 to 5, and add a short comment. Ratings help each department improve. If you rate us low because the problem is not solved, you can still reopen the request or appeal from the ticket page.
Appealing an outcome.
If you are not satisfied with how a resolved or closed request was handled, you can appeal once from the ticket page. An appeal creates a new Grievance, linked to the original ticket and sent to the Grievance Cell. It has its own ticket ID and follows the grievance redressal policy.
A Grievance cannot be appealed with this button. If you disagree with the outcome of a Grievance, reopen it within 30 days of closing, or write to the grievance officer.