Review your company's support tickets
Account Owners and Company Admins can use the Support tickets tab to see every request their company has opened, track status, and search or filter by status or teammate.
Review your company's support tickets
Overview
The Walnut Help Center at help.walnut.io includes a Support tickets tab that lists every support request your company has opened with Walnut — not just the ones you filed yourself. Account Owners and Company Admins see the whole queue for the workspace, so you can track open issues, hand off follow-ups between teammates, and get a sense of what your team is asking about without having to chase individual email threads.
Who can see Support tickets
Support tickets is an admin-only view. You will see the tab after signing in to help.walnut.io if your role in the workspace is:
- Account Owner
- Company Admin
Editors, Presenters and Viewers continue to see only the tickets they opened themselves, through the usual help flows — the company-wide tab is hidden for them.
Sign-in uses the same Walnut account you log in to the app with: visiting help.walnut.io while signed in to Walnut hands you through automatically. If you are not signed in, the Help Center sends you through the standard Walnut sign-in and returns you to the page you were on.
What the tab shows
Opening Support tickets gives you two things side by side:
Team headline numbers. A set of totals at the top of the page summarises the workspace's activity at a glance — how many tickets are currently open, how many have been solved, and the overall volume your team has filed. Use these to spot a spike in requests or to confirm that a backlog is clearing.
A list of every ticket your company has opened. Each row shows:
- The ticket's subject
- A status label — for example, Open, Pending, Solved — so you can tell at a glance where each request stands
- The teammate who opened it
- When it was filed and when it was last updated
Click a row to open the ticket and read the conversation.
Internal notes and agent-only details stay hidden. The admin view widens the audience to your whole workspace; it does not expose anything you would not see as the original requester.
Finding a specific ticket
Two controls help you narrow a long list:
- Search — type a word from the subject or body to filter the list down to matching tickets.
- Filters — narrow by status (such as Open or Solved) and by who opened the ticket, so you can focus on your own queue, a specific teammate's, or everything still waiting on a reply.
Combine search and filters to, for example, pull up every Open ticket filed by a particular colleague this quarter.
Opening a new ticket
Support tickets is a read and triage surface — it lists what your team has already filed. To raise a new request, use the Contact support action in the Help Center, or reply to an existing ticket to add a follow-up. New tickets appear in the company-wide view as soon as they are filed.
FAQs
Can an Editor or Presenter see the company's tickets?
No. The Support tickets tab is visible only to Account Owners and Company Admins. Other roles continue to see only their own tickets.
Does opening a ticket as an admin let me see internal Walnut notes?
No. The admin view widens who at your company can read a ticket; it does not change what is on the ticket. Internal notes and agent-only fields are not shown.
I'm an admin but I don't see the Support tickets tab — why?
Make sure you are signed in to help.walnut.io with the same Walnut account you use for the app, and that your role in Company Settings → Users is Account Owner or Company Admin. If you have just been promoted, sign out of the Help Center and back in to refresh your session.
Does this replace email with support?
No. Emails you send to Walnut support still create tickets, and those tickets show up in this tab alongside any filed through the Help Center.