Delivering the future of ServiceOps today

Today, I’m excited to share that we’ve officially closed our acquisition of FireHydrant, a leader in AI-powered Incident Management software.

When we announced our intent to acquire FireHydrant, we talked about a shared belief:  Modern IT service and operations teams deserve tools that work the way they do—fast, collaborative, and grounded in the right operational context to reach resolution faster. With the deal now closed, we’re moving from intent to impact and taking an important step in how Freshworks helps organizations build reliable and resilient services.

This milestone advances our vision to unify IT service management and IT operations management in a single, AI-powered ServiceOps solution that brings together service, asset, and operational data.

The ‘complexity tax’ of siloed service operations

Across industries, IT organizations are under constant pressure to deliver reliable digital services. Downtime is costly, expectations are high, and environments are more complex than ever. Yet the tools meant to support service operations haven’t kept up.

For years, vendors promised simpler operations, but most solutions evolved into collections of disconnected systems. Incident data lives in one place. Service and asset context lives in another. Collaboration happens somewhere else entirely. The complexity causes IT teams to spend valuable time stitching together data and operational context instead of resolving issues. According to Freshworks' Global Cost of Complexity report, two-thirds of IT teams face unplanned implementation costs and fewer than half see the ROI they were promised.

In many cases, companies layered AI on top of these fragmented systems, but bolting AI onto broken data and workflows only amplifies noise. It doesn’t fix the core problem: a lack of shared context across service management, operations, and incident response.

This fragmentation has also created a growing disconnect between central IT teams and the engineering organizations responsible for building and running customer-facing systems, including DevOps and SRE teams. Engineering teams gravitate toward tools that match their pace and delivery models, while IT leaders and technology executives remain accountable for reliability, governance, and service health across the business, often without a unified operational view that spans both internal and external services.

Our ServiceOps vision is to close that gap and deliver a unified service and employee experience, with AI embedded to streamline handoffs, accelerate resolution, and proactively prevent future issues.

A more connected model for ServiceOps

With FireHydrant now part of Freshworks, we plan to bring IT service management, IT infrastructure management, and modern incident response together into a single, AI-powered solution—one built to connect data, context, and action end-to-end. This isn’t AI layered onto disconnected systems; it’s intelligence embedded directly into how service operations run. Together, our vision for Freshservice and FireHydrant is to deliver value across three core pillars:

1. A unified incident lifecycle with intelligence at its core

Freshservice provides the system of record for services, assets, and operations, while FireHydrant brings structured, real-time incident response designed for how site reliability engineering (SRE) and DevOps teams work. From the moment an issue is detected through resolution, AI helps teams operate within a single, connected incident lifecycle. The result is a shared operational picture across technology operations that aligns central IT, engineering, and reliability teams, reducing handoffs, confusion, and time to resolution.

2. Decisive response when systems are under stress

Alert fatigue slows teams down and obscures what truly matters. By pairing centralized visibility in Freshservice with FireHydrant’s automated incident response workflows, teams can cut through noise and quickly identify service-impacting issues. AI-generated summaries, clear timelines, and guided response steps provide immediate context, enabling faster diagnosis, tighter coordination, and more confident service restoration.

3. Proactive pattern detection to prevent the next outage

Issue resolution is only part of the value. FireHydrant’s structured retrospectives and AI-enhanced insights inform Freshservice’s asset and service context, helping create a continuous learning loop across operations. By connecting incident outcomes with operational context, teams can identify recurring patterns, prevent repeat incidents, and steadily improve service reliability. As a result, IT teams shift from reactive firefighting to a more proactive, resilient operating model.

What makes this combination especially powerful is balance. SRE and DevOps teams retain the autonomy and workflows they prefer, while CIOs and CTOs gain unified visibility, governance, and control across technology operations. Rather than forcing teams into a single way of working, Freshservice and FireHydrant connect the work teams already do, powered by shared data, shared context, and AI-powered intelligence built directly into the platform.

The stronger foundation for what’s next

With the acquisition now closed, our teams are moving quickly to integrate FireHydrant into the Freshworks platform.

If you’re a Freshservice or FireHydrant customer, you’ll hear more from us soon about what’s coming and how to take advantage of these new capabilities. If you’re evaluating how to modernize your service operations, now is a great time to see what a truly unified, AI-powered ServiceOps solution can look like: https://firehydrant.com/demo/