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

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