IITM BS Support Tickets and the Escalation Matrix

For any problem in IITM BS, start by raising a ticket on the Student Support Portal. Wait at least 24 hours for a reply. If nothing comes, follow up on the same ticket instead of opening a new one. Only if you still get no answer, or the answer does not solve your problem, should you escalate. Escalation goes through five levels, one after another.

The process is the same for Data Science and Electronic Systems. The Level 1 contacts and the Level 3 coordinators are different for each programme.

Step 1: Raise a support ticket

Every query, request or issue must first go through a ticket on the Student Support Portal. When you write the ticket, include:

• Your roll number and programme.
• What went wrong, and when.
• What you have already tried.
• Screenshots, if they help.

Then wait at least 24 hours. The support team needs that time to look at it and reply.

Step 2: Follow up on the same ticket

No reply after 24 hours? Add a follow up to your existing ticket. Do not create a new ticket for the same issue. The handbook asks you to use the ticket you already have.

Step 3: Escalate, one level at a time

You can escalate only after all three of these are true. You raised a ticket. You waited 24 hours. You followed up on it. And you still have no reply, or the reply did not solve your problem.

The e-mail IDs for levels 1 and 2 are listed in the escalation matrix section of the official handbook. DS and ES have different Level 1 contacts and different programme coordinators at Level 3. Use your own programme's handbook.

The handbook asks students to contact the Level 1 and Level 2 e-mail IDs first. Only if the issue is still not solved, or the reply is not satisfactory, should it go further up.

Rules to follow when you escalate

The DS handbook (updated 18 June 2026) lists these guidelines:

• Always mention your support ticket number in the escalation.
• If you never raised a ticket, your escalation may not be taken up.
• Give each team enough time to review and reply before you go to the next level.
• Sending many e-mails, or escalating the same issue to different teams, can delay the answer.
• Follow the matrix in order. Do not skip levels.
• Escalate only when the issue is not solved or the reply is not satisfactory.

The ES handbook has the same three steps and five levels. It does not repeat this list of guidelines, but following them is still sensible.

E-mail etiquette

Both handbooks also say you should not put more than five people in the CC field. Group mailing is blocked by programme policy. Read more in non academic rules.

Some requests have their own route

A few requests go through a set process, not a general ticket:

• ES students ask for an official transcript or bonafide certificate by e-mailing support-es@study.iitm.ac.in (opens in a new tab) for a Google form. See transcripts and bonafide certificates.
• A provisional certificate, while you wait for the original after exit, is requested by writing to academic.documents@study.iitm.ac.in (opens in a new tab). See exit and the original certificate.
• Name, date of birth and photo changes are done in the dashboard. See updating your profile.

Common questions

Can I e-mail the Director or the Dean directly?

The handbook says the matrix must be followed in order. Escalations without an earlier support ticket may not be taken up. Start at Step 1.

How long should I wait at each escalation level?

The handbook gives 24 hours only for the first reply to a ticket. For escalation levels it only says to allow adequate time. It does not give a number of days.

Should I raise a new ticket if my old one was closed without a fix?

The handbook asks you to follow up on the existing ticket and then escalate with that ticket number. If you are not satisfied with the resolution, escalation to Level 1 is the next step.

Where do I find the Level 1 e-mail IDs?

They are in the "Student Escalation Matrix" section of your programme's official handbook. DS and ES list different people, so use the right handbook.