Freshworks Acquires AI Incident Investigation Platform Robusta

SaaS major Freshworks has announced the acquisition of Robusta Dev, an incident intelligence engine that uses artificial intelligence to investigate technology disruptions, identify root causes, and recommend remediation actions.

The acquisition is expected to strengthen the incident management and IT operations capabilities of Freshservice, the company’s IT Service Management platform.

According to the company, this integration—alongside other platforms like FireHydrant—will help IT and engineering teams move faster from identifying problems to resolving them.

Robusta functions like an AI site reliability engineer. It automates the investigation of disruptions, identifies root causes, and surfaces actionable insights directly into incident workflows. The platform has been optimised for very large-scale production environments for customers where momentary reliability issues can result in revenue loss.

Commenting on the technology, Natan Yellin, Co-Founder and CEO of Robusta, said, "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."

"The acquisition of Robusta by Freshworks highlights a strategic focus on strengthening enterprise IT service management through artificial intelligence. By integrating advanced incident investigation capabilities into Freshservice, Freshworks is addressing critical operational challenges faced by large-scale enterprises regarding system reliability and token cost efficiencies in LLM usage. This move reflects a broader industry trend where established SaaS providers are acquiring specialized AI engines to accelerate problem resolution and deliver greater value to engineering teams." — Dr. Shishir Gupta, Founder & CEO, StartupLanes