Nizam Mogal
Enterprise Applications Architect
Oracle ACE Pro
Nizam Mogal
Enterprise Applications Architect | Oracle ACE Pro
If you’re still using the Classic Help Desk, now is the time to start planning—and executing—your move to the Redwood Help Desk.
As Oracle continues to evolve its user experience strategy, the shift from Classic to Redwood across Oracle Fusion Cloud Applications is no longer just a visual upgrade—it’s a strategic transformation. Redwood delivers a modern, intuitive, and AI-powered interface that redefines how users engage with the platform.
Here's why:
Redwood isn’t just a facelift.
It’s a complete reimagining of the user experience—cleaner layouts, better accessibility, device responsive, and a unified look and feel across the Oracle Fusion Cloud suite.
Moving to Redwood Help Desk helps organisations align their HR and Finance support channels with the rest of the Oracle ecosystem—creating a consistent experience for employees, support agents, and administrators.
Redwood allows users to navigate more intuitively, interact with streamlined forms, and manage requests with less friction, ultimately improving user satisfaction and enhancing your operations.
The Redwood Help Desk brings built-in AI features that significantly elevate workforce support interactions. These capabilities are exclusive to Redwood and will not be retrofitted into the previous generation Classic Help Desk experience. Key features include:
With Redwood, Oracle introduces dedicated apps to manage different types of support more effectively:
Case Management: Supports complex cases involving employee relations, special investigations, security, privacy, and other sensitive matters. These cases often follow formal and unique procedures that lead to outcomes at both the individual and organisational level.
These dedicated apps help support teams organise and manage requests more efficiently, while providing clearer, more focused insights into trends, service performance, and areas needing improvement.
Redwood Help Desk and Case Management make it easier to capture structured data, manage workflows with approvals, track business context, and automate data processing through tailored forms and extensions.
Drawing from our implementations, here are some ways clients are using these capabilities effectively :
These extensions help maximise the value of Help Desk—transforming it from a simple ticketing tool into a central platform for workforce support.
We have delivered Redwood Help Desk and Case Management solutions without the need for complex integrations by leveraging platform’s offering native flexibility.
Whether you’re referencing employee data, linking service requests to transactions, or incorporating custom data points from across Fusion—such as HR, Finance, Customer, or Supplier data—Redwood simplifies the process. This eliminates the need for users to navigate multiple places and systems when handling requests, improving both efficiency and ease of use.
The transition from Classic to Redwood Help Desk isn’t just a modernising UI—it’s an opportunity to reimagine how your organisation delivers internal support.
Starting the transition now, you’ll stay ahead of the curve, unlock more value from the Oracle Fusion platform, deliver a better and smarter experience for your workforce—sooner.
At iSmart Apps, we specialise in implementing workforce support solutions through Oracle Fusion Cloud. With proven success in Classic and Redwood Help Desk, Case Management, Intelligent Advisor, and Digital Assistant deployments for global organisations, we understand the nuances and challenges of your journey.
Whether you’re exploring transition options or ready to begin, our experienced team can help you design, customise, and roll out Oracle Redwood Help Desk and Case Management solutions that fit your unique business needs and drive real value.
Let’s connect to explore how we can help make your transition smooth, strategic, and successful. Email: hello@ismartapps.io
With over 20 years of global experience as an applications architect and consultant, Nizam specialises in enhancing employee, student, and customer experiences while streamlining business operations through Oracle products.
Nizam has a proven track record of implementing Oracle Fusion Cloud Applications, covering both Redwood and Classic UX, for HR and Finance in global enterprises. He also held senior consulting roles at IBM, Oracle, delivering complex and large-scale transformation projects.
Leveraging his profound expertise in Oracle technology, Nizam brings invaluable insights and experience to ensure a seamless and successful implementation that aligns with your organisation’s unique needs.
Nizam Mogal
Enterprise Applications Architect
Oracle ACE Pro
Nizam Mogal
Enterprise Applications Architect
Oracle ACE Pro
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