Case Study: Trilogy eliminates 80% of support tickets and saves $5M with Kayako
Key results
The challenge
Trilogy is a B2B software group that operates 85 enterprise SaaS products under a single support umbrella. Its central team handled 23,000 inbound tickets a month across 119 agents, with average ticket resolution running 17.6 hours. Its existing Zendesk setup left 85 disconnected queues and, by the company's account, an annual cost of roughly $9.7 million in agent salaries.
The solution
Trilogy replaced Zendesk with Kayako, which committed to removing 80% of tickets in 90 days billed at $1 per resolved ticket. The cut-over from Zendesk began March 4, 2025 and completed May 28, 2025, with agent onboarding described as taking one day. Kayako's AI handled triage and autonomous resolution, with agent-in-the-loop controls and guardrails against hallucination.
“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.”
CGColin GuilfoyleSVP of Customer Support, Trilogy
The results, in context
Trilogy reports eliminating 80% of support tickets and saving $5M, with $4.7M in annual cost savings and break-even in 8 months. Average ticket age fell from 17.6 hours to 1 minute 31 seconds, first-touch resolution rose from 58-60% to 91%, and 76% of resolutions became AI-autonomous while the team moved from 119 to 50 agents. The figures are quoted from Kayako's published Trilogy customer story and dated when sourced.