Freshworks Inc has reached a final agreement to purchase FireHydrant, a company that offers AI-driven Incident Management software.

The merger will integrate Freshservice’s IT Service Management (ITSM) with FireHydrant’s essential IT Operations Management (ITOM) into a cohesive AI-native ServiceOps solution aimed at streamlining operations, proactively averting disruptions, and guaranteeing outstanding IT service reliability.

Established in 2018 by Robert Ross and Dylan Nielsen, FireHydrant possesses extensive knowledge in IT and DevOps, serving clients in both consumer and business sectors such as Palo Alto Networks, BP, and Qlik. The firm's software-as-a-service offers sophisticated on-call management, organized major-incident response, and AI-enhanced integrated retrospective analysis.

Dennis Woodside, CEO and President of Freshworks says, “We believe the FireHydrant technology will contribute to our vision of unifying IT and employee experiences where service, asset, and operations management converge with AI to drive business continuity and efficiency. Our Employee Experience (EX) business continues to demonstrate durable growth, powered by our expansion upmarket, into more departments and into adjacent markets and this acquisition will further accelerate our Freshservice momentum by unifying critical IT capabilities for our customers.”

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In the current digital-driven economy, each moment of inactivity poses a risk to brand image and financial security. IT teams encounter the significant challenge of handling incident turmoil with various tools for monitoring, alerting, on-call scheduling, and post-incident evaluation. This complexity results in sluggish, manual incident response and a lack of learning from previous disruptions, confining teams to an ongoing cycle of reactive firefighting.

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Robert Ross, Founder and CEO of FireHydrant says, “Freshworks shares the core philosophy that has guided FireHydrant since day one: software should make life less complicated for the people using it. We built FireHydrant to eliminate the chaos and pain of incident response and now, with Freshworks, we are creating what we've always believed should exist: a unified, end-to-end operational and reliability platform.”

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The acquisition is expected to close in Freshworks’ first fiscal quarter of 2026, subject to customary closing conditions.