Nizam Mogal
Enterprise Applications Architect
Oracle ACE Pro
Nizam Mogal
Enterprise Applications Architect | Oracle ACE Pro
Oracle has confirmed it: Classic Help Desk is deprecated. Migration to Redwood Help Desk is mandatory before the 27A update, due in early 2027.
Oracle stopped adding new features to Classic Help Desk at release 25B. All new development—including AI capabilities, dedicated apps for HR, Finance and Case Management, plus extensibility improvements—is Redwood-only. Classic users are running a frozen platform while Redwood continues to advance.
What changes with Redwood Help Desk:
Redwood is Oracle’s next-generation UX, rolling out across the entire Oracle Fusion Cloud suite. Help Desk and Case Management are part of that rollout, along with Global HR, Absence, Payroll, Talent, Finance, and Procurement.
Redwood features cleaner layouts, device-responsive design, streamlined navigation, and a consistent look and feel across desktop and mobile.
Oracle is building its AI roadmap exclusively in Redwood. These features are not available in Classic.
The AI features currently available in Redwood Help Desk:
With Redwood, Oracle introduces dedicated apps to manage different types of support:
Case Management: For complex, sensitive cases — employee relations, finance irregularities, security, privacy incidents. Provides structured data capture, controlled access, and a clear audit trail from initial complaint to resolution and appeal.
These dedicated apps help support teams manage requests efficiently and provide clear insights into trends, service performance, and areas for improvement.
Redwood Help Desk goes beyond standard ticketing, allowing structured data capture, triggering approval workflows, and integrating with downstream processes.
In practice, extensions our clients are using include:
In Classic Help Desk, pulling HR, Finance, or supplier data into a request typically required custom integration. In Redwood, the platform’s native architecture makes it easier to reference employee data, link service requests to transactions, or bring in worker, customer, or supplier data without a separate integration layer.
Support agents can access all the information they need within the Help Desk interface, reducing context-switching across Oracle Fusion modules.
Classic Help Desk has no new features since 25B, and the new features and AI gap grows every quarter.
Organisations that start the transition early can complete it on their terms.
For details on Classic-to-Redwood migration and Redwood Help Desk implementation, see our Oracle Help Desk page.
Nizam brings over 20 years of global experience delivering Oracle enterprise solutions. Specialising in Oracle Fusion Cloud across HCM, ERP and Fusion Service, with a successful track record of implementing and optimising Oracle Help Desk — including both Redwood and Classic versions — for HR, Finance, and Customer Support within global enterprises.
With deep product expertise, Nizam provides strategic insight and hands-on experience to ensure implementations are aligned to each organisation’s unique service model and operational goals.
Nizam Mogal
Enterprise Applications Architect
Oracle ACE Pro
Nizam Mogal
Enterprise Applications Architect
Oracle ACE Pro
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