Tracking a ticket as a guest
When you file a support ticket without a Schoolwati account (a parent, a visitor), you get a tracking link by email. This article tells you how to use it.
What the email contains
Within a minute of submitting, you get a "Your ticket has been received" email with:
- The ticket number (like
PT-1234). - A short summary.
- A Track Ticket button — the magic link.
What the magic link does
Clicking it signs you into a guest session scoped just to your own tickets — no broader access to anything else on the platform.
What you can do
- See all your tickets — current and past.
- Open a ticket — see the full history, status, every reply from support.
- Reply — add a new comment when support asks for more info.
- Add attachments — screenshots, log files.
- Mark resolved — close it yourself if you fixed it.
What you CAN'T do
- See other people's tickets.
- See internal support notes (those are marked "internal").
- Re-open a closed ticket — file a new one.
Magic link lifetime
The link is valid for 30 days from when it was sent. After that, you'll see "Link expired". Click "Email me a new link" — you get a fresh one to the same email address.
If you lost the email
Visit /support/track, click "I lost my link", enter your email and the ticket number. We'll email you a fresh link (rate-limited to 3 per hour).
Becoming a real account
If you're a school admin who filed a ticket during the trial, signing up for a paid Schoolwati account links the existing guest tickets to your new account.