Gorilla Services
From a service desk to genuine incident management
As a Freshservice customer, you’ll be familiar with this scenario: a critical service goes down, tickets start pouring in, and your IT team has to assemble the right people within minutes, communicate with stakeholders and, at the same time, identify the root cause. Freshservice excels at recording, prioritising and routing those tickets. But as soon as an incident becomes truly large and complex, a gap often emerges: how do you coordinate response, communication and recovery in real time, across teams?
That’s exactly where FireHydrant comes in. Freshworks has acquired FireHydrant, an AI-driven incident management platform, to bridge this gap. The acquisition was announced at the end of 2025 and has now been finalised; FireHydrant will form the incident and reliability layer within Freshservice. As a Platinum partner of Freshworks, we at Gorilla Services would be happy to explain exactly what this means for your organisation.
What exactly is FireHydrant?
FireHydrant is an end-to-end incident management platform designed for IT, DevOps and SRE teams. The platform guides an incident from detection right through to lessons learnt, bringing together a number of elements that are normally spread across separate tools or manual processes:
On-call and alerting
Teams know straight away who is responsible and are automatically alerted if anything goes wrong.
Automatic runbooks
Predefined steps that are triggered automatically based on the severity, type of incident or service affected: creating a Slack or Teams channel, assigning teams, and initiating workflows.
Service catalogue
A comprehensive overview of which services are interdependent, so that the impact of a fault is immediately clear.
Retrospectives (post-mortems)
Structured, partly AI-assisted post-incident reviews, including a timeline and contributing factors, which can be exported to Google Docs, Confluence or PDF.
Status pages and stakeholder communication
Automatic updates to internal and external stakeholders.
Analytics
Measurable KPIs such as MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve), so that you can demonstrate the effectiveness of your reliability efforts.
How FireHydrant and Freshservice are stronger together
The integration is not just a simple interface, but a well-thought-out collaboration between two platforms, each with its own role:
Freshservice remains the system of record. All assets, services, changes and governance continue to be recorded in Freshservice, as you’re accustomed to within your ITSM processes and ITIL methodology.
FireHydrant becomes the driving force behind real-time incident response. As soon as an incident is created (in Freshservice or automatically via an alert), FireHydrant synchronises the data and coordinates the response: the right team is mobilised, communication channels are opened and progress is recorded.
In practical terms, this means, amongst other things:
- Seamless integration:
As an account administrator, you can easily install the integration via the Freshworks Marketplace app ‘FireHydrant for Freshservice’. Once activated, a FireHydrant widget appears directly on your incidents in Freshservice, without individual agents needing to configure anything. - Automatic synchronisation:
Teams, services and identities (including single sign-on via FreshID) are automatically synchronised between both platforms, meaning a complete environment is usually up and running within a few minutes. - One timeline, no duplication of effort:
Instead of keeping separate track of what’s happening in Slack, email and the ticketing system, FireHydrant automatically records a timeline of all actions, role changes and updates throughout the incident. - AI that actually saves time:
FireHydrant’s AI co-pilot can draft communications for internal and external audiences, generate summaries of an incident and help answer retrospective questions based on the recorded data.
Why this is relevant to your organisation
For Freshservice customers with critical IT services – such as e-commerce platforms, production environments or customer portals – this combination delivers tangible benefits:
- Reduced information loss between the service desk and engineering. The service desk can see exactly what’s going on in Freshservice, whilst technical teams work in FireHydrant in the way that suits them best. No more separate Excel spreadsheets or scattered Slack threads that nobody can find.
- Faster response times through automation. Runbooks take care of the initial, often time-consuming coordination steps (who needs to be involved, which channel to use, which stakeholders to inform), so that responders can focus directly on the solution.
- Measurable improvement. Because MTTA and MTTR are tracked automatically, you can demonstrate whether your reliability initiatives are actually having an impact – valuable information for management and customers.
- Structural lessons rather than isolated incidents. Standardised retrospectives ensure that an outage is not only resolved but also effectively prevented in the future.
- One partner, one stack. As FireHydrant is now part of the Freshworks portfolio, you no longer need to switch between separate suppliers, contracts and support channels for your ITSM and incident management needs.
Gorilla Services
What does this mean for existing Freshservice customers?
Important to note: if you’re already using Freshservice, nothing will change in your current environment until you decide to add FireHydrant yourself. The integration is an extension, not an obligation. For organisations that currently still rely on manual incident processes, ad-hoc on-call rosters or lack structured retrospectives, now is the time to consider whether FireHydrant could be a valuable addition to your ITOM maturity.
How Gorilla Services helps
As a Platinum partner of Freshworks, we have been helping organisations optimise their Freshservice set-up for over ten years. Now that FireHydrant is becoming part of that ecosystem, we’d be happy to help you decide.
- Whether and how FireHydrant can add value to your specific IT environment;
- How to set up the integration correctly and securely (permissions, teams, service catalogue);
- How to align runbooks and retrospectives with your existing ITIL processes.
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