Success Story
How Trilogy Eliminated 80% of Support Tickets and Saved $5M
A 90-day transformation that turned a support crisis into a competitive advantage
80%
Tickets Eliminated
$5m
Annual Savings
90 Days
Implementation
"Kayako cut our ticket age from 18 hours to under 5 and half of those tickets disappeared entirely. We weren't buying a new interface. We were buying a cost reset."
Colin Guilfoyle
SVP of Customer Support, Trilogy
The Challenge: A Support Operation at Breaking Point
Trilogy is a B2B software group that operates 85 enterprise SaaS products under a single support umbrella. Here's what they were facing.
17.6 Hours
Average ticket resolution time
119 Agents
Fully saturated support team
23k Tickets
Monthly inbound volume
$9.7M
Annual cost of doing nothing
Each month, their central team handled 23,000 inbound tickets from customers across tools spanning dev platforms, finance apps, HR systems, and more. The support load was constant, high-volume, and spread thin across 119 agents. There was no chaos, but there was no leverage either.
Zendesk, their existing tool, couldn't contain the sprawl: 85 disconnected queues across products. No visibility into root causes. Rising agent churn due to repetitive work. The cost of doing nothing was already high: They were losing $9.7 million per year in agent salaries.
The Solution: From More Agents to Fewer Tickets
Trilogy didn't set out to buy a helpdesk. They set out to shrink their ticket volume.
Zendesk AI, Freshdesk, and Intercom were all considered. Each promised efficiencies. None could prove elimination. Kayako was the only vendor that backed a bold claim: 80% of tickets gone in 90 days, billed at $1 per resolved ticket.
Risk Mitigation Strategy
Cut-over executed in stages, completed in <48 hours. Hallucination risk countered with hard guardrails and agent-in-the-loop controls.
Migration & Implementation: No Downtime, No Overtime
The switch from Zendesk to Kayako began on March 4, 2025.
By May 28, Zendesk was fully shut down.
Data Cleanup
Trilogy owned the data cleanup: 5+ years of ticket baggage was deduplicated and cleaned internally.
White Glove Migration
End-to-end white-glove migration, plus a fast-tracked delivery of five new features.
Agent Onboarding
Agent onboarding took one day. No weekend overtime or interim systems required.
Results & ROI: The Backlog Disappeared. So Did $5m In Waste.
By the end of the first quarter on Kayako, Trilogy wasn't handling tickets faster. They were handling fewer tickets. Dramatically fewer.
$4.7M
8 Months
76%
Performance Metrics Comparison
From Request To Shipped In 90 Days
In the first 90 days post-migration, five major features were built and deployed; each one tied directly to Trilogy's operational pain.
Multi-Brand Queue Unifier
A single inbox for 85 products, ending the siloed queue chaos.
AI Root-Cause Clustering
Surfaced systemic issues across products, not just symptoms per ticket.
Auto PRs for Bug Tickets
When a known bug is reported, Kayako creates a pre-filled Git pull request.
CX Ops Dashboard
Real-time visibility into backlog burn-down, agent load, and SLA risk.
Auto SLA-Breaker Escalations
Instant routing when AI predicts a likely SLA breach.
The Clear Standout
GIT-Auto PR Creation
It blurred the line between ticket resolution and code deployment; accelerating not just replies, but actual fixes.
Saw the Results? Now Let's Talk About Yours.
Kayako is the support platform built for companies who've outgrown ticket management. Instead of routing and tagging faster, it eliminates repetitive tickets altogether; resolving up to 80% of inbound volume autonomously.
With AI trained on your own tickets, Kayako scales resolution without scaling headcount, cuts support costs by up to 90%, and clears backlogs for good.
It's not a better helpdesk. It's the end of helpdesks built for volume, not outcomes.
