A 90-day transformation that turned a support crisis into a competitive advantage
"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
Trilogy is a B2B software group that operates 85 enterprise SaaS products under a single support umbrella. Here's what they were facing.
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.
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.
Cut-over executed in stages, completed in <48 hours. Hallucination risk countered with hard guardrails and agent-in-the-loop controls.
The switch from Zendesk to Kayako began on March 4, 2025.
By May 28, Zendesk was fully shut down.
By the end of the first quarter on Kayako, Trilogy wasn't handling tickets faster. They were handling fewer tickets. Dramatically fewer.
In the first 90 days post-migration, five major features were built and deployed; each one tied directly to Trilogy's operational pain.
It blurred the line between ticket resolution and code deployment; accelerating not just replies, but actual fixes.
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.
