Case Study: Riot Games achieves rapid automated ticket resolution and reduced player wait times with Zendesk Messaging

Riot Games Reducing player wait times and raising satisfaction

Riot Games, maker of League of Legends with more than 60 million monthly active players, faced a massive player‑support challenge: over 3 million tickets a year and growing pain from using email and legacy workflows. The company needed a scalable CRM and faster response times that wouldn’t balloon headcount or harm player satisfaction.

Partnering with Zendesk, Riot built custom apps and automations using the Zendesk API—like Blitzcrank Bot (which resolves many requests in under 30 seconds), a Hextech repair tool, a Player Support Integration Tool, macro translation, and a dynamic help center. The result: large-scale ticket deflection (about 20,000 bot‑solved tickets in 24 hours after a Reddit tip), sharply reduced resolution times (at times halved), faster self‑service load times, and improved player satisfaction with agents ramping up quickly.

Riot Games

Shaun ‘BlueFire’ Randall

Product Manager Support Engineering