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Freshworks has acquired Robusta Dev, adding an AI-based incident investigation product to Freshservice.
Robusta develops software that investigates technology disruptions, identifies likely root causes and suggests remediation steps for IT and engineering teams. Freshworks said the acquisition strengthens incident management and IT operations in Freshservice, its service management product, while linking that work more closely with FireHydrant, the incident orchestration platform it already owns.
The move extends Freshworks' effort to build a broader ServiceOps stack around service management, infrastructure visibility, software spend and incident response. In material accompanying the announcement, Freshworks also pointed to Device42, Torii and FireHydrant as part of that wider product set.
Investigation Focus
Robusta's technology is designed to automate the early stages of incident response, when operations staff typically sort through alerts, logs, telemetry and change records to understand what has gone wrong. Freshworks said the software continuously monitors technology environments and uses AI agents to assess anomalies, examine recent code or configuration changes, map the likely impact on dependent services and recommend actions within customer-defined controls.
The information is intended to flow into existing incident channels, runbooks and service records, reducing the manual triage needed once an outage or degradation is detected. The product can also feed findings into post-incident reviews and change controls to help reduce repeat disruptions.
Freshworks said the combination of Robusta, Freshservice and FireHydrant creates a single operating flow from diagnosis through response to prevention. In practice, that means drawing on Freshservice configuration management database data, service dependencies and change histories, then inserting the resulting evidence and suggested next steps into FireHydrant timelines and collaboration tools such as Slack or Microsoft Teams.
Scale Questions
Freshworks also highlighted Robusta's work in large production environments, where the volume of alerts can make automated analysis costly and complex. According to the company, Robusta has been optimised to handle high event volumes while applying large language models to incident troubleshooting.
The announcement did not disclose financial terms or provide a timetable for full product integration. Freshworks said only that Robusta's incident intelligence functions will be brought into Freshservice workflows and connected more deeply with incident response platforms including FireHydrant.
For customers, Freshworks said the combined setup should allow multiple alerts tied to a single failing service to be consolidated into one investigated incident. Teams would also receive AI-generated root-cause analysis, pre-populated incident timelines and suggested runbooks directly inside service and response systems.
That would address a common problem in IT operations, where teams often resolve the immediate symptom of an outage without identifying the underlying cause. Freshworks said repeat incidents can follow when organisations close tickets after a short-term fix but fail to capture the deeper issue or preserve the resulting operational knowledge in a reusable form.
Robusta's approach is framed around three stages: sensing anomalies, reasoning about root causes and acting through guided remediation. Freshworks said customers retain approval control over any changes that affect live production systems.
The deal also brings Robusta's leadership team into Freshworks. The company said it is welcoming Co-Founder and Chief Executive Officer Natan Yellin, along with Arik Alon and the wider Robusta team.
In a statement included with the announcement, Yellin described the rationale for the transaction and the technical problem Robusta has been addressing at scale. "LLMs are fantastic at troubleshooting incidents. Our technology lets AI Agents do that effectively in large enterprise environments, where there are so many raw events that investigating each one individually would be exorbitant from a token cost perspective. We're incredibly excited to join Freshworks, which gives us the scale and platform to bring that experience to engineering teams everywhere, while keeping humans firmly in control of decisions that touch production," said Yellin.