A move to simplify IT operations is taking shape as Freshworks Inc. signs an agreement to acquire FireHydrant, a software company focused on incident management for IT and DevOps teams.
The acquisition aims to bring together Freshservice’s IT service management capabilities with FireHydrant’s tools for incident response and operational workflows. The goal is to offer a single platform that connects service management with incident handling, reducing dependence on multiple disconnected systems.
FireHydrant was founded in 2018 by Robert Ross and Dylan Nielsen. The company builds software that supports on call management, major incident coordination, and post incident reviews. Its platform uses automation and AI assisted features to guide response processes and help teams document incidents in a structured way. FireHydrant serves customers across both consumer facing and enterprise organisations.
Many IT teams today rely on separate tools for monitoring, alerts, incident response, and analysis after incidents are resolved. This fragmentation often slows down response times and makes it harder to spot repeated problems. The combined platform is intended to address these challenges by improving visibility and coordination across teams.
After the acquisition, Freshservice and FireHydrant technologies are expected to be integrated to give teams a central view of incidents. The combined system is designed to support better collaboration between IT and engineering teams and help organisations study incident patterns more effectively.
By linking incident response data with service and asset information, the integrated platform aims to support smoother operations and stronger system reliability. The companies say this approach can help teams respond faster, reduce downtime, and improve continuity across critical services.
The acquisition reflects a broader push in enterprise IT toward unified platforms that reduce complexity and bring operational data into a single workflow, making it easier for teams to manage both routine service requests and high impact incidents.
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