FireHydrant to be Acquired by Freshworks: Accelerating the Future of Service Operations, Incident Management and Reliability

Eight years ago, I started FireHydrant because incident response was far more painful than it needed to be. As an on-call engineer dealing with the chaos of scattered tools, institutional knowledge, and duct-taped processes, I knew there had to be a better way. A calmer and more structured, collaborative, and human way to fight fires and build lasting reliability.

That belief became FireHydrant.

From day one, we set out to bring order to the most stressful moments in engineering with Runbooks and our automation engine. Over the years, that mission expanded with the introduction of the Service Catalog, Status Pages, On-Call, Retrospectives, and AI-powered response.

I’m incredibly proud of what we’ve built. But more importantly, I’m proud of the thousands of engineers who’ve trusted FireHydrant to guide them through their toughest moments. Reliability is a never-ending journey, and you brought us with you.

Today marks the next chapter of that journey: FireHydrant has entered into an agreement to be acquired by Freshworks and join the Freshservice product portfolio.

This is a big moment for us, for our customers, and for the future of operational reliability.

Why Freshworks + FireHydrant Makes Sense

Freshworks shares the same philosophy that has guided FireHydrant since the beginning: software should make life better for the humans using it.

Freshservice is known for uncomplicating traditionally complex processes, making IT and business operations feel intuitive and more human. Their AI-powered ITSM platform helps thousands of teams deliver better, faster service without piling on more administrative overhead. It’s software that enhances the human experience, not replaces it.

That’s always been our goal, too.

Where Freshservice manages the operational backbone of the business, FireHydrant helps teams stay resilient when things break. Freshservice brings structure and service management; FireHydrant brings incident clarity, coordination, and learning.

Put them together, and we believe you get something we’ve always believed should exist: a unified, end-to-end service operations and reliability platform that’s powerful, intuitive, and built to scale. FireHydrant is planned to become the Incident Management and Reliability layer inside Freshservice, enabling a seamless operational experience neither company could fully unlock alone. This is the platform I wish I had as an engineer.

What This Means for FireHydrant Customers

First and most importantly: nothing changes today. Your FireHydrant account, pricing, support, and access stays exactly the same. The deal is expected to close at the beginning of Q1 2026.

Our goal is to accelerate the roadmap we’ve been dreaming about and have more resources to ship, improve and push the platform forward. A great team, focus and commitment to making your on-call and incident workflows better.

What’s Next

In the months following the closing, we plan to have tighter ties between FireHydrant and Freshservice, deeper integration, and expanded reliability capabilities across the platform. If you’re already a customer: thank you. You made this possible. If you’re new to FireHydrant or Freshworks: welcome, and get ready.

FireHydrant has always been about helping teams stay calm, collaborate effectively, and come out of incidents stronger than they went in. Joining Freshworks is the next step in that mission — one that gives us more reach, more resources, and more ways to serve you.

I can’t wait to show you what comes next.

Thank you,
Robert Ross
FireHydrant Co-Founder & CEO