Route, track and resolve every request — across HR, Payroll, Finance, Procurement and IT.
We implement, optimise and manage Oracle Help Desk. Experts in Classic to Redwood Help Desk migration.
Oracle Help Desk goes beyond general ticketing — extended and transformed into a structured process management tool for diverse HR, Payroll, Finance and Supplier workflows, each configured to reflect your business processes rather than a generic default setup. Whatever the process or function to streamline, we deliver in Oracle Help Desk, designed to withstand Oracle quarterly upgrades.
We deliver Oracle Case Management across the full spectrum of enterprise cases — employee relations, workplace investigations, finance irregularities and security. Each case type is configured to capture the right information, with tailored action plans and controlled access, maintaining confidentiality throughout the lifecycle. Achieving a unified experience across Oracle Fusion Cloud, with visibility, structure and consistent handling of sensitive cases.
We configure general and structured requests across HR, Payroll, Finance, IT, Facilities and beyond — with dynamic queue routing rules for multi-tier global service models, supporting multi-country operations and time zone-aware SLAs. Every request reaches the right team, at the right time, regardless of where your employees are located.
We configure request workflows with custom statuses — automatically updated throughout the lifecycle, with notifications to the right people at every stage. Minimised manual intervention, faster resolution and every stakeholder informed.
We enable Oracle Help Desk to accept requests across email, web, chat, phone and Microsoft Teams — every channel configured to reflect your support model, ensuring employees and internal stakeholders reach the right team in the way that works best for them. Delivering a seamless omnichannel experience, accessible support wherever your employees are.
We enable clients to build and maintain a powerful knowledge base within Oracle Help Desk — with mass upload of legacy content, ensuring existing knowledge is preserved. AI-driven suggestions surface the most relevant articles, empowering employees to self-serve before raising a ticket. The outcome — reduced ticket volume, faster resolution and a smarter, searchable support experience that improves with every interaction.
We know both Classic and Redwood Help Desk, so we understand what the migration involves in practice. We assess your current setup, identify gaps, estimate the effort and build a clear roadmap, so you move across ahead of the deadline.
Transformed HR and Payroll support using Oracle Help Desk, Digital Assistant and Intelligent Advisor, enhancing employee experience with a structured, self-service model.
Our team unified employee support across HR, Finance and Supply Chain using Oracle Help Desk, Fusion Service and Intelligent Advisor. One platform for enquiries, request management and case handling.
Adam Davidson
Head of People Services, ITV
We review your current help desk solution and recommend how Oracle Help Desk should complement or replace it, before any implementation starts.
Oracle Help Desk implementation, from discovery through to testing, go-live and post-launch support.
Ongoing support to keep your Oracle Help Desk environment current, covering Oracle quarterly updates, continuous improvement and hands-on technical support.
Oracle Help Desk is not one of many services we offer — it is our core specialism. Across Redwood and Classic, for any internal business function, we know Oracle Help Desk inside out, and that shows in every implementation we deliver.
We've implemented Oracle Help Desk for complex global enterprises operating across multiple countries, time zones and business functions — spanning full implementation, managed services and continuous improvement. We understand what business needs from Oracle Help Desk, and how to deliver it.
We maximise the value of your Oracle Help Desk investment — extending, automating and integrating to streamline any process your organisation needs. Our technical depth unlocks what the platform can truly do, beyond default capabilities.
We provide ongoing managed services, continuous optimisation and proactive support — ensuring your Oracle Help Desk keeps pace with your business and every Oracle quarterly update.
We regularly host live demos and webinars on Oracle Help Desk. Join a session to see a case move from first report to resolution, and ask how it fits your process.
Oracle Help Desk is a request management platform built into Oracle Fusion Cloud. The people you support raise requests, and your teams route and resolve them in one place.
Unlike a standard ticketing tool, Oracle Help Desk is built into Oracle Fusion Cloud and connects to your HR, Finance and Procurement data, with your existing Fusion Cloud security applied. Your teams see the employee, supplier and organisation information they need without switching systems.
Oracle Help Desk is for internal requests, such as employees contacting HR, Payroll, Finance or IT. Oracle Fusion Service is for external ones, from customers and partners, and covers B2B support and Field Service.
Yes. Oracle Help Desk can be configured for HR, Payroll, Finance, Procurement, IT and other business functions, each with its own request types, routing and access controls. Our team has delivered implementations spanning HR, Payroll, Finance and Supply Chain on a single platform.
Oracle Help Desk manages day-to-day requests and enquiries. Oracle Case Management handles complex, sensitive cases, such as employee relations, investigations and legal matters, with a structured lifecycle, controlled access and confidentiality. A request raised in Oracle Help Desk can be escalated into a formal case when it needs that level of control.
Oracle provides migration jobs that move some of your Classic setup to Redwood, but customisations such as Visual Builder changes, scripts and reports need manual work. We review your Classic configuration, identify gaps and agree a roadmap with you. Classic Help Desk will be deprecated with the 27B update, so it’s worth planning now.
Yes. Oracle Help Desk can be configured around your process, with its own statuses, workflows and notifications, and the screens Oracle delivers can be tailored to capture the data you need. We design and build this for you.
Get in touch with our team. We begin by reviewing how your internal users raise requests today, then recommend whether Oracle Help Desk should sit alongside your current help desk solution or replace it. If you’re on Classic, we also cover what the move to Redwood involves.
