Case Study: Pixar boosts developer engagement and support efficiency with AnswerHub

Pixar - Customer Case Study

Pixar’s RenderMan, the studio’s core photorealistic 3D rendering engine used across feature films and by external studios, faced scaling support challenges as its user base grew. In 2016 an outdated forum system produced long, unresolved discussions, no way to mark correct answers, poor search, and manual JIRA ticket creation — wasting support time and limiting community engagement.

Pixar implemented AnswerHub with two-way JIRA integration and ideation/voting features, allowing engineers to create pre-populated tickets, view status in real time, and let the community answer and vote on solutions. The result was same-day answers instead of weeks, true case deflection and fewer unnecessary tickets, increased testing and engagement for new features through art challenges, and a more active developer community.

Pixar