Case Study: Heriot-Watt University achieves streamlined, scalable student and IT support with Kayako

Heriot-Watt University - Customer Case Study

Heriot-Watt University’s central IT and Student Office — a 14‑person team handling hundreds of tickets daily from on‑campus and international students — needed a more capable, cost‑effective helpdesk solution than their existing system, which was expensive and lacked key features.

After four years using Kayako for IT support and deploying it for the Student Office, the university gained better oversight of response targets and an enhanced service through a knowledgebase, downloads and news. The platform proved robust and popular with staff and users, impressed central IT during a recent demonstration, and is likely to be rolled out across campus for all IT support within six months.

Heriot-Watt University

Andrew Aitken

IT Systems Development Manager