Monday, December 22, 2025
Freshworks has entered into an agreement to acquire FireHydrant, an AI-powered incident management platform, as part of its ongoing effort to bring IT operations and service management closer together. The acquisition supports Freshworks’ vision of delivering a unified, AI-native ServiceOps platform that helps organizations simplify IT workflows, reduce downtime, and improve service reliability.
By combining FireHydrant’s strengths in IT Operations Management (ITOM) with Freshworks’ established IT Service Management (ITSM) capabilities, the company aims to address one of the most persistent challenges in modern IT environments—fragmentation between operations and service teams. This integration is designed to enable faster incident resolution, better transparency, and stronger collaboration across organizations.
As digital infrastructure becomes central to both business operations and customer experiences, service disruptions carry increasingly serious consequences. Even minor outages can trigger operational inefficiencies, security vulnerabilities, and customer dissatisfaction. Against this backdrop, enterprises are seeking smarter, more proactive ways to manage incidents and maintain continuity.
Yet, many organizations still operate with ITOM and ITSM teams working in silos. While operations teams may detect issues early, service teams often lack immediate context, leading to reactive responses, delayed communication, and inconsistent customer updates. This disconnect makes it difficult to manage incidents efficiently.
Freshworks plans to solve this problem by integrating FireHydrant’s incident management capabilities into its ecosystem. The acquisition will enhance Freshservice, allowing IT and service teams to operate within a shared environment that provides real-time insights, faster coordination, and improved decision-making during critical events.
Dennis Woodside, CEO and President of Freshworks, explained that the acquisition aligns with the company’s broader mission to unify IT and employee experiences. He emphasized that bringing operations, service, and asset management together through AI enables organizations to operate with greater confidence, resilience, and efficiency. He also highlighted the steady growth of Freshworks’ Employee Experience business and noted that strengthening Freshservice with advanced incident management capabilities will accelerate customer adoption.
From an industry standpoint, the move reflects a growing demand for AI-driven platforms that reduce tool sprawl and deliver end-to-end visibility across IT environments. Enterprises increasingly want solutions that not only respond to incidents but help prevent them through better alignment and automation.
Ultimately, the acquisition of FireHydrant reinforces Freshworks’ commitment to modernizing IT service delivery. By unifying operations and service management, improving incident response, and enhancing collaboration across teams, Freshworks continues to position itself as a key player in the future of AI-powered ServiceOps.
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