How Trilogy Eliminated 80% of Support Tickets and Saved $5M
A 90-day transformation that turned a support crisis across 85 enterprise products into a durable cost advantage.
Key Outcomes & Metrics
- 80% of support tickets eliminated
- $5M in annual cost savings
- 90 days to full rollout
- 76% of tickets resolved autonomously by AI
Trilogy runs 85 enterprise SaaS products under a single support organization. That scale is a strength on the revenue side and a liability on the cost side. By early 2025, the support desk was absorbing 23,000 inbound tickets a month across siloed queues in Zendesk, with 119 agents saturated and an average resolution time of 17.6 hours. The annual cost of running support had climbed to $9.7M, and agent churn was rising as the team drowned in repetitive work.
The Challenge
The problem was structural, not a staffing gap. Every product carried its own queue, its own escalation path, and its own backlog. Volume grew with the portfolio, and cost grew with volume. Hiring more agents would have treated the symptom while locking in a permanently higher cost base. Leadership wanted the opposite: fewer tickets reaching a human at all, and a support operation that could carry 85 products without carrying 85 products worth of headcount.
The Solution
Trilogy selected Kayako against a concrete commitment: eliminate 80% of tickets within 90 days. Migration from Zendesk ran in stages and completed in under 48 hours, with the full transition finished inside three months. Rather than rebuild the interface, Kayako attacked the sources of volume directly with five rapid-deployment capabilities: multi-brand queue unification, AI root-cause clustering, automated pull-request generation for bug tickets, a CX operations dashboard, and predictive SLA-breach escalation.
The design principle was to resolve first and route second. Repetitive, well-understood tickets were handled autonomously by AI. Only the genuinely complex work reached an agent, and it arrived already triaged and clustered by root cause, so a single fix could clear a whole class of tickets rather than one at a time.
"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."
The Results
Within the 90-day window, external wait time fell 98% to under two minutes, and agent time per ticket dropped by more than 80% as automation absorbed the repetitive load. First-touch resolution climbed from the 58 to 60% range to 91%, and 76% of tickets resolved autonomously without a human ever touching them.
The financial reset was just as sharp. Team size fell 58%, with 69 of 119 agents redeployed to higher-value work rather than let go, and annual support cost dropped by roughly $4.7M. Trilogy reached break-even on the investment in eight months. The support desk stopped scaling in lockstep with the product portfolio, which was the entire point.
About Kayako
Kayako is a complete, modern AI help desk platform. Run Kayako One as your full help desk, or deploy the Kay AI Agent into the help desk you already use. Either way, the entire implementation is led by our experts, so your AI is configured, trained, and tuned to succeed.
Support leaders partner with Kayako to scale customer support without scaling headcount, one queue at a time. Most teams are live in days, with 80% of repetitive tickets automated within 90, so cost per ticket falls while CSAT climbs.
