Saber Interactive moves player support from Zendesk to Theymes

The challenge

Saber Interactive has a wide portfolio of games, including the hugely popular Space Marines 2, which has sold over 7 million copies with incredible reviews. For years, Saber managed player support through Zendesk. While the setup worked, it wasn't built for speed or the scale of live game communities, where liveops incidents can suddenly cause huge spikes in ticket volumes. Saber wanted a solution that could provide players with accurate, immediate answers across their most active channels, such as web and Discord. Their goal was to handle more issues automatically and reduce the overall ticket volume, allowing agents to focus on real player interactions instead of repetitive cases.

The solution

In mid 2025, Saber moved their player support operations entirely to Theymes. The migration, including a content transfer and custom domain setup, was completed within a few weeks. The new environment felt natural from the start. Agents needed no long onboarding period or complicated setup. Instead of relying on an embedded SDK, Saber chose Theymes' web-based support portal that can resolve player issues without opening a ticket. It delivers answers instantly, fits their brand, and keeps the tone consistent with their game worlds. Players can move directly from searching for help to getting answers or starting a conversation without extra steps.

"The move has brought new clarity to Saber's operations. Routine questions are now resolved automatically before tickets even reach the inbox. Players get faster answers, and the support team spends more time handling meaningful cases instead of repetitive ones."

Stanislav Kverel, Customer Support Team Leader

Collaboration

What convinced Saber to switch wasn't just the AI-driven knowledge base or the Discord bot, but the Theymes team's willingness to address their concerns and propositions in such a timely and personal manner. It's a refreshing change from big companies that move slowly and make you feel unheard. They fix issues on the fly and are always there if something is off.

Since launch, Theymes and Saber have worked closely together to refine their player support setup, enhance automation, and track what matters. This collaboration continues to shape Theymes' development.

Our players have mentioned that the response time has noticeably improved, which is great to hear!

Impact

Theymes helped Saber streamline its operations and get a clearer picture of player needs. The web portal gives full visibility into incoming concerns and trends, making internal reporting easier and helping teams act faster on what matters most.

The portal gives them straightforward answers written in the same tone as the game world. When help is needed, it's available instantly and without extra steps.

For Saber, Theymes has become more than a platform. It's an ongoing collaboration on how player care should feel in modern games.

Results

• Response time has decreased by 30% compared to the competitor
• Overall player satisfaction has increased by 15%
• The team is pleased to prioritize the more interesting and complex cases, while Theymes manages the Level 1 inquiries