Case Study: Riot Games reduces player wait times and boosts player satisfaction with Zendesk

Riot Games pairs custom apps with Zendesk AI and spikes deflection rates with bot

Riot Games, maker of League of Legends, supports a global player base of more than 100 million monthly active users and receives over 3 million support tickets a year. As the game grew, Riot needed to move beyond email to reduce player wait times and preserve a player-first experience while keeping support costs manageable.

Riot implemented Zendesk Support, Guide and the Zendesk API to create an omnichannel platform, self-service help center and custom tools—like the Hextech Repair Tool, the Blitzcrank Bot (often responding in under 30 seconds and handling ~20,000 tickets in a day), a Player Support Integration Tool, and a macro translator. The result: a scalable 500+ agent operation across regions, dramatically faster resolution times (often halved), near-instant help-center load times, reduced wait times and higher player satisfaction.

Riot Games

Shaun ‘BlueFire’ Randall

Product Manager Support Engineering