Freshworks has entered into an agreement to acquire FireHydrant, an AI-powered incident management platform, as part of its strategy to bring IT operations and service management closer together. The move is aimed at combining FireHydrant’s strengths in IT Operations Management (ITOM) with Freshworks’ IT Service Management (ITSM) capabilities to deliver a single, AI-native ServiceOps platform.
The planned integration is designed to help organizations manage incidents more effectively while maintaining transparency with customer-facing teams during outages or service disruptions. By aligning operations and service workflows, Freshworks intends to help enterprises simplify IT processes, minimize downtime, and improve overall service reliability.
Modern service teams continue to struggle with frequent outages, system failures, and increasing operational complexity. As digital systems become more deeply embedded in everyday business and customer interactions, even minor disruptions can have outsized consequences—ranging from operational delays and security exposure to erosion of customer trust.
A key issue identified by both companies is the separation between ITOM and ITSM functions. When these teams operate in silos, incidents are often addressed reactively rather than prevented proactively. IT operations teams may detect issues early, but service teams frequently lack immediate context, resulting in slower responses, fragmented communication, and inconsistent customer updates.
Through this acquisition, Freshworks plans to enhance its Freshservice offering by bringing operations and service management into a shared environment. The goal is to ensure faster coordination, better visibility, and more informed decision-making across IT and customer experience teams.
Dennis Woodside, CEO and President of Freshworks, noted that the acquisition supports the company’s broader vision of unifying IT and employee experiences. He emphasized that integrating FireHydrant’s technology will help converge service, asset, and operations management through AI, driving stronger business continuity and operational efficiency. He also highlighted that Freshworks’ Employee Experience business continues to grow steadily, and this deal is expected to accelerate Freshservice adoption by strengthening critical IT capabilities for customers.
