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Freshworks to Acquire FireHydrant to Strengthen AI-Native Incident Management and Reliability

Executive Summary

Freshworks has signed a definitive agreement to acquire FireHydrant, an AI-native incident management and reliability platform. The acquisition is intended to deepen Freshworks’ IT service and operations portfolio, strengthening major incident response and reliability practices for organisations running modern digital services.

What Happened?

On 15 December 2025, Freshworks announced it has entered into a definitive agreement to acquire FireHydrant. FireHydrant is known for helping teams manage the full incident lifecycle—from detection and response through to post-incident reviews—using workflows designed for reliability and operational discipline.

Freshworks’ stated goal is to bring FireHydrant’s incident management capabilities closer to its existing service management products, enabling customers to coordinate incident response more effectively and improve service resilience.

Why Does It Matter?

For medium to large organisations across Europe and Africa, this is relevant because:

  • Incident response is becoming a board-level priority as downtime and service disruption carry higher business risk.

  • IT teams increasingly need structured reliability practices (clear ownership, timelines, post-incident learning) rather than ad-hoc “war rooms”.

  • A tighter connection between ITSM and incident management can reduce delays, improve communication, and strengthen accountability.

This acquisition signals Freshworks’ intent to compete more strongly in the service operations and reliability space, not only traditional ITSM.

Impact on ITSM and Service Operations

  • Potential for more integrated major incident management across Freshworks’ portfolio

  • Improved end-to-end visibility from ticket intake through incident response and post-incident actions

  • Stronger support for continuous improvement, with better post-incident reviews and learning loops

  • A clearer pathway for organisations that want to mature from ITSM into service reliability practices

What Should Organisations Do?

  • Review your current major incident process (roles, communications, escalation paths, and post-incident reviews).

  • If you use Freshservice, assess where incident response still depends on manual coordination (chat threads, spreadsheets, email).

  • Track Freshworks’ roadmap announcements to understand how FireHydrant capabilities may be integrated and what that means for your tooling strategy.

  • Consider whether your organisation needs a more formal reliability and incident management layer alongside ITSM.

Sources

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