To overcome these challenges, Rootstack implemented a comprehensive solution on three fronts. First, they developed a Help Desk system using GLPI, which allows users to report incidents through online forms categorized by problem type. This system manages the automatic routing of tickets to the responsible departments and includes escalation mechanisms so that critical cases can be handled by higher levels, such as deans or directors.

In parallel, the complete migration of the institutional website to Drupal was carried out, modernizing ITSE's digital infrastructure. This new platform offers greater flexibility for content management, the creation of specialized microsites, such as the "Special Projects and Networks" site, and ensures agile and scalable maintenance over time.

Finally, as part of the future vision, the groundwork was laid for the integration of a natural language chatbot, designed to offer self-service to users and complement ITSE's digital support channels.

Thanks to these initiatives, the institution now has a centralized and efficient help desk system, a modern and scalable web portal, and the necessary infrastructure to implement artificial intelligence solutions that continue to enhance the digital experience of its users.