Singapore – Freshworks has acquired Robusta Dev Ltd., an AI-driven incident intelligence engine, to bring automated investigation of IT disruptions into its Freshservice platform. The company announced the deal on 2 November and did not disclose financial terms.
Robusta uses AI to investigate technology disruptions, identify root causes and recommend remediation actions, according to Freshworks. The Nasdaq-listed company said the acquisition strengthens Freshservice’s incident management and IT operations capabilities.
Freshworks also said the deal links diagnostic intelligence with IT service management and incident orchestration platforms such as FireHydrant. It added that the combination is meant to help IT and engineering teams move from identifying problems to resolving them, and eventually to preventing them.
Freshworks describes Robusta as an AI site reliability engineer that is always on call. According to the company, it automates the investigation of disruptions and feeds its findings directly into incident workflows.
As a result, responders begin with a diagnosis already underway. Without it, Freshworks said, teams must piece together evidence from monitoring tools, alert logs, ticket histories and deployment records.
The company outlined the process in three stages: sense, reason and act. When an anomaly occurs, Robusta’s AI agents first investigate monitoring data, infrastructure telemetry and recent code or configuration changes.
Next, the engine pinpoints the root cause, maps the blast radius across dependent services and provides evidence for its conclusions. Finally, it recommends remediation actions within customer-defined guardrails, so engineers can review and approve changes before anything reaches production.
Freshworks said Robusta has been optimised for very large production environments. In such settings, it noted, the volume of alerts and the complexity of systems make it difficult to operate AI agents.
Natan Yellin, Co-founder and CEO of Robusta, addressed that challenge directly.“LLMs are fantastic at troubleshooting incidents,” said Yellin.
“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,” Yellin added.
Freshworks then set out how the integration is expected to work. Robusta’s investigations will draw on Freshservice business service context, CMDB dependencies and change histories to trace where a disruption began.
Diagnostic evidence, impacted services and suggested remediation steps will flow into FireHydrant incident timelines and Slack and Teams command channels, the company said. Post-incident data will also feed FireHydrant retrospectives and update Freshservice change-enablement guardrails.
In terms of outcomes, Freshworks expects customers to consolidate hundreds of alerts from a failing service into a single investigated incident. The company said this would reduce alert fatigue and duplicate triage.
It also anticipates faster responses through AI-generated root-cause analyses, pre-populated timelines and suggested runbooks. Furthermore, Freshworks said recognised incident patterns can become automated pre-flight checks, with changes validated after deployment.
Taken together, the company said the integration will connect telemetry analysis through Robusta, incident response orchestration through FireHydrant and service operations through Freshservice. Operational context would then carry forward across handoffs rather than being rebuilt each time.
Looking ahead, Freshworks said its teams will bring Robusta’s capabilities into Freshservice workflows while deepening interoperability with incident response platforms such as FireHydrant. The company also welcomed Yellin, Arik Alon and the wider Robusta team, but gave no rollout timeline.
