Heriot-Watt University

Our central IT section were blown away with what Kayako could do for them.

We have been using Kayako for almost four years now and have been very impressed with the features available at such a reasonable price. We have been using it for managing our IT Helpdesk but more recently deployed it to support our Student Office function, which is run by 14 staff handling hundreds of tickets per day from on-campus students, our international students in Dubai, India and elsewhere.

This implementation has made it much easier for our Student Office manager to ensure that the service provided is meeting its response targets while also providing an enhanced service through use of the knowledgebase, downloads and news. It has proven itself to be a very robust product for us with a comprehensive array of features that have been very well received by our users and staff.

Our central IT section are in the process of reviewing their current helpdesk solution, which costs them £1000s per annum and doesn’t address many of the things they would like it to be able to do. I demonstrated Kayako to them last week and they were blown away with what it could do for them. So it is quite likely that we will be using Kayako right across campus for all of our IT Support Desk within the next 6 months.

Andrew Aitken, IT Systems Development Manager Heriot-Watt University

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